Return & refund policy
Plumbing services cannot literally be “returned” in the e-commerce sense, but you do have rights when something goes wrong. This page explains how Tracenex handles refunds and the return of supplied parts.
Returning supplied parts
If we supplied a part (water heater, sanitary fitting, drainage component) and you change your mind before installation, you may return it within 7 days unused and in the original packaging. We refund the part price less a 10 per cent restocking fee. Parts already installed are not returnable but are covered by the manufacturer’s warranty.
Refund of service fees
Where work has been agreed but not started:
- Cancelled > 24 hours before scheduled start — full refund of any deposit.
- Cancelled within 24 hours — deposit refunded less RM 150 mobilisation fee.
- Cancelled on the day, after the crew has been dispatched — deposit retained.
Where work has begun, refund eligibility is determined case-by-case based on completed portions and parts already purchased on your behalf. We will always agree the deduction in writing before issuing a partial refund.
How to claim
Email [email protected] with your invoice number, the date of service and a brief explanation. We will reply within two working days with a resolution proposal. Approved refunds are processed by bank transfer within seven working days.
Contact
Refund desk: Tracenex Plumbing & Roofing Sdn Bhd, Lot 28 Jalan Selayang Indah 7, 68100 Batu Caves, Selangor.