Return & refund policy

Trade services are not a t-shirt — you cannot post a repair back. So instead of a generic returns page, here is precisely what happens when a part is unsuitable, a repair does not hold, or a job did not go the way it should have. This policy applies to services and goods supplied by Flowbox Home Works Sdn Bhd (Company Reg. No. 202101017842 (1421683-T)) and operates alongside your statutory rights under the Consumer Protection Act 1999, which it never reduces.

1. The 90-day workmanship guarantee

Every job we complete is covered for 90 days from the completion date on your invoice. If the specific fault we repaired recurs, or work we installed fails in normal use within that window, we return and put it right at no charge — parts and labour included. To claim, contact us with your invoice number and a description or photo of the issue; we aim to schedule guarantee visits within 2 working days.

The guarantee covers our work. It does not cover a different fault in the same system (we will quote for that separately and honestly), damage caused by misuse or third-party alterations after our visit, or the natural end-of-life of an appliance we did not supply.

2. Returning unused parts

Parts and units we supplied but did not install — for example, where you cancel an installation before work begins — may be returned within 14 days in unopened, resalable condition for a full refund of the part price. Special-order items (non-stock heater models, specific light fittings ordered for you) can be returned only if the supplier accepts them back, and any supplier restocking charge is passed on at cost. Installed parts follow the guarantee and manufacturer warranty rather than return rules.

3. Deposits

Deposits on scheduled project work (rewiring, multi-day plumbing projects) are refundable in full if you cancel more than 3 working days before the start date. Within 3 working days, we may deduct costs already genuinely incurred — materials ordered for the job or permits obtained — and refund the balance, with receipts shown for anything deducted.

4. When a refund is due

If we cannot make a job right after a reasonable opportunity to reattempt it, or if we charged you incorrectly, we refund rather than argue. Refunds are calculated as follows: billing errors are refunded in full; abandoned or unrectifiable work is refunded for the affected portion of labour plus any parts that must be replaced to redo it. Where a manufacturer warranty claim on a unit we supplied succeeds, we handle the claim and pass the replacement or refund to you.

5. How refunds are paid

Refunds are made by online bank transfer to the account holder who paid, within 10 working days of the refund being agreed. Card payments are reversed through the card terminal where the acquirer permits; otherwise they are refunded by transfer. We do not refund in cash for amounts above RM200, for everyone's protection.

6. What this policy does not cover

Quotations you decided not to accept (they are free anyway), the RM60 inspection fee where a visit was performed and you chose not to proceed (that fee pays for the diagnosis you received), and dissatisfaction with the cost of work you approved in advance at that price. If you believe an exception is warranted, ask — a human reads every request.

7. Raising a claim

Email [email protected] with "Guarantee claim" or "Refund request" in the subject, or WhatsApp +60 19-347 6182 with your invoice number. Unresolved disputes may be referred to the Tribunal for Consumer Claims Malaysia, as noted in our terms & conditions.