Return & Refund Policy

Renovation isn't retail — you can't return a tiled bathroom. But money, materials and cancellations still need clear rules. These are ours. Where a signed project contract states different terms, the contract applies.

1. Deposits

Project deposits confirm your slot in our schedule and fund initial material orders. If you cancel in writing before any materials are ordered or works begin, your deposit is refunded in full within 14 days. If custom materials or fabrication have already been ordered against your project, the documented cost of those commitments is deducted and the balance refunded.

2. Cancelling a project in progress

You may terminate an ongoing project with 14 days' written notice. You pay for work completed to date (measured against the contract's milestone schedule) and for materials already purchased for the project, which become yours. Any milestone payments exceeding that amount are refunded within 30 days of the final site measurement.

3. Client-supplied and surplus materials

Materials you supply remain yours throughout, including any surplus. Surplus materials we purchased for your project belong to you if they've been billed; tell us before handover if you'd like them left on site, otherwise we clear them with the debris.

4. Defects — repair first

Where completed work is defective, our obligation under the 12-month workmanship warranty is to repair or redo it at no cost, and this is always our first remedy. If we are genuinely unable to rectify a defect within a reasonable time after two attempts, we will refund the value of the affected work item as priced in the itemised quotation.

5. Design services

Design fees cover work performed — consultations, drawings and visuals — and are non-refundable once the deliverables have been issued. If you cancel a design engagement midway, you pay only for stages already delivered and receive everything produced up to that point.

6. Refund method and timing

Refunds are made by bank transfer to the account that made the original payment, within the timeframe stated in each section above. We'll confirm every refund in writing with a breakdown of how the amount was calculated.

7. Disagreements

If you believe a deduction or refund calculation is wrong, write to us with the details. We respond within 7 working days, and we'd rather resolve a dispute over coffee than in court — but Malaysian consumer protection law applies in full either way, and nothing in this policy limits your statutory rights.

8. Contact

Refund matters: [email protected], or write to Moonhub Builders Sdn. Bhd., 27-1, Jalan Metro Perdana Barat 2, Taman Usahawan Kepong, 52100 Kuala Lumpur, Malaysia.