Effective date: 1 January 2024
Last updated: 31 March 2026
Because Premier Renovations Group Sdn Bhd (SSM 202301045782) provides bespoke renovation, remodelling and maintenance services rather than off-the-shelf goods, a traditional returns process does not apply. However, we recognise that circumstances change and that our clients deserve a clear, fair process for cancellations, refunds and defect resolution. This policy sets out how we handle each scenario.
1. Nature of Our Services
Renovation and maintenance services are custom in nature. Materials are procured, cut or fabricated to suit each individual project, and labour is scheduled on a project-by-project basis. Once materials have been ordered or customised, or once physical work has begun at a site, it is generally not possible to "return" the work in the same way a physical product might be returned to a retailer. This policy reflects that reality while still ensuring fair treatment for every client.
2. Deposits
A deposit of thirty percent (30%) of the total quoted project value is required upon acceptance of a quotation to confirm the project and secure the scheduling slot. The deposit funds the procurement of initial materials, the preparation of detailed project plans and the reservation of our workforce.
The deposit is non-refundable once the Company has begun material procurement or dedicated scheduling resources to your project. If you cancel before any procurement or scheduling action has been taken, we will refund the deposit in full minus a five-hundred-ringgit (RM 500) administrative charge to cover site assessment and quotation preparation.
3. Cancellation Before Work Commences
If you wish to cancel a confirmed project before any physical work has started on site, please notify us in writing by email to [email protected] or by letter to our registered office. On receiving your cancellation notice, we will:
- Calculate the value of materials already ordered or received that cannot be returned to suppliers.
- Assess any non-recoverable scheduling or sub-contractor commitment costs.
- Deduct these amounts, together with the administrative charge noted above, from your deposit.
- Refund any remaining balance to your nominated bank account within twenty-one (21) business days.
If the costs already incurred exceed the deposit amount, we will issue an invoice for the difference, payable within fourteen (14) business days.
4. Cancellation After Work Has Commenced
If you cancel after physical renovation work has begun, the following applies:
- You are required to pay for all work completed to date, valued in accordance with the rates set out in the accepted quotation.
- You are required to pay for all materials ordered, delivered or installed, whether or not they have been fully utilised.
- A cancellation fee of fifteen percent (15%) of the remaining unexecuted contract value will be charged to cover lost scheduling capacity and administrative overhead.
We will issue a detailed statement within fourteen (14) business days of receiving the cancellation notice. Any credit balance after deducting the above will be refunded within twenty-one (21) business days. Any deficit will be invoiced and is payable within fourteen (14) business days.
5. Defect Rectification
All completed renovation work is backed by our two-year workmanship warranty. If you discover a defect in our workmanship during the warranty period, please report it to us in writing or by calling +6012-884-3526. We will:
- Acknowledge your report within two (2) business days.
- Arrange an inspection of the defect at a mutually convenient time, normally within five (5) business days of acknowledgement.
- Carry out rectification work at no additional cost if the defect is confirmed to be a result of our workmanship, provided it has not been caused by misuse, accidental damage, unauthorised modification, structural movement unrelated to our work or normal wear and tear.
If the inspection reveals that the reported issue is not a workmanship defect, we will inform you of the findings and, if requested, provide a separate quotation to address the issue at standard rates.
6. Material Defects and Manufacturer Warranties
Where materials supplied by the Company are found to be defective, the relevant manufacturer's warranty applies. We will assist you in lodging a claim with the manufacturer and will handle the replacement or repair process on your behalf wherever possible. Refund or replacement terms in such cases are determined by the manufacturer and are outside our direct control.
Materials supplied directly by the Client ("Client-supplied materials") are not covered by any warranty from Premier Renovations Group. If Client-supplied materials prove defective after installation, the Client is responsible for sourcing replacements, though we will carry out the re-installation work at a fair agreed rate.
7. Refund Process
Where a refund is due under this policy, it will be processed as follows:
- Refunds are made to the same bank account or payment method used for the original payment.
- We will initiate the refund within twenty-one (21) business days of confirming the refundable amount.
- Bank processing times may add a further three to five business days before the funds appear in your account.
- We will email a refund confirmation and a breakdown of any deductions to the email address on file.
8. Circumstances Where Refunds Are Not Available
Refunds will not be issued in the following situations:
- The Client changes their mind about aesthetic choices (colour, finish, layout) after the work has been completed in accordance with the approved design.
- Damage to completed work is caused by the Client, other contractors engaged by the Client or events outside our control (flooding, fire, pest infestation).
- The Client fails to report a defect within the two-year warranty period.
- Work was performed and completed in accordance with the agreed quotation and scope, and the Client has signed off on the handover walkthrough.
9. Dispute Resolution
If you are dissatisfied with our handling of a cancellation, defect or refund matter, we encourage you to raise the issue directly with our management team first. We are committed to resolving concerns amicably. If a resolution cannot be reached, either party may refer the dispute to mediation at the Asian International Arbitration Centre (AIAC) in Kuala Lumpur. Further details can be found in our Terms and Conditions.
10. Changes to This Policy
We may update this Return and Refund Policy from time to time. Any changes will be published on this page with a revised "Last updated" date. The policy that was in effect at the time you accepted a quotation will continue to govern that particular project.
11. Contact Us
For any questions about this policy, to request a cancellation or to report a defect, please contact us:
- Company: Premier Renovations Group Sdn Bhd (SSM 202301045782)
- Address: 15A, Jalan Bukit Bintang, Bukit Bintang, 55100 Kuala Lumpur, Malaysia
- Phone: +6012-884-3526
- Email: [email protected]