Return & Refund Policy

Ekovault is a services business that also supplies fittings and equipment as part of those services. This policy explains what happens when something needs to be returned, refunded, or redone — written for clarity rather than legal cover.

1. Redo-work on labour

If a job we’ve completed develops a problem during the twelve-month workmanship warranty, we return at our cost during normal working hours to fix it. We don’t require you to prove the issue is workmanship-related before we attend — we’ll look, and if it’s an external cause (a separate failure, accidental damage, third-party tampering) we’ll explain what we found and quote any remediation work transparently.

2. Refunds on services not delivered

Where you’ve paid for a service we did not subsequently perform — for example, a deposit on a refit project that was cancelled before any work commenced — the deposit is refunded in full to your nominated bank account within seven (7) working days. Where some work has been performed, you’re refunded the difference between what you paid and the itemised cost of work actually delivered.

3. Parts returns — unopened, in original packaging

If you purchased a part through us that has not been installed and is still in original sealed manufacturer packaging, you can return it within fourteen (14) days for a full refund. Heaters, taps, WCs and similar items must be in resalable condition; we cannot accept returns on cut copper, soldered joints, custom-cut tile, or any consumable.

4. Parts under manufacturer warranty

If a unit we supplied fails within its manufacturer warranty period, we coordinate the warranty claim on your behalf. Depending on the manufacturer, this typically involves either a replacement unit being sent (we install the replacement at no labour charge to you) or a credit toward an equivalent replacement. The original warranty paperwork was handed to you at install — please have it ready when you call.

5. Survey fee refund — the no-find half-fee promise

For paid leak surveys (RM 280–480 typically), where after a full survey we are unable to locate the leak in your property, half the survey fee is refunded. This has happened three times in six years and is documented in each case — usually because the suspected leak turned out to originate outside the plumbing system (roof, neighbour, AC condensate).

6. Disputes

If you’re unhappy with the outcome of a job and feel a refund is warranted, we’d much rather hear it directly than read it on a review site. Email [email protected] with the invoice number and a description of the issue. We’ll acknowledge within two working days and propose a resolution — redo-work, partial refund or full refund — within ten working days.

If our proposed resolution is not acceptable to you, you remain free to escalate to the Tribunal for Consumer Claims or to seek independent legal advice. Most disputes resolve in conversation before reaching that point.

7. How refunds are paid

Refunds are returned via the same channel that the original payment came through: bank-transfer refunds back to the originating account; cash refunds in person at the workshop or on the next agreed site visit; card refunds via the original card terminal.

8. Contact

Any refund or return query: [email protected], +60 3-7886 2945, or in person at the workshop, Tuesday to Saturday 09:00–18:00.