Return and Refund Policy
Effective date: 1 January 2024
1. Overview
EdgePro Climate Solutions Sdn Bhd is committed to delivering high-quality air conditioning services. We understand that situations may arise where you are not fully satisfied with the work performed. This policy outlines how we handle such cases.
2. Workmanship Guarantee
All maintenance, repair, and installation services are covered by a 30-day workmanship guarantee from the date of service completion. If the same issue recurs within this period, we will return to your premises and resolve it at no additional charge.
3. Eligibility for Refund
A partial or full refund may be considered under the following circumstances:
- The service was not performed as described in the approved quotation.
- A repeated fault within the warranty period cannot be resolved after two return visits.
- A scheduled service was paid in advance but cancelled by EdgePro due to technician unavailability.
4. Non-Refundable Items
The following are not eligible for a refund:
- Diagnostic fees where the assessment was completed and a report was provided, even if you choose not to proceed with the recommended repair.
- Parts that have been installed and are functioning as intended.
- Services completed satisfactorily where a new, unrelated fault has emerged.
- Damage caused by misuse, power surges, pest infestation, or third-party tampering after our service.
5. How to Request a Refund
To initiate a refund request, contact us within 30 days of the service date with the following information:
- Your full name and contact details.
- The date of service and invoice or receipt number.
- A description of the issue and why you believe a refund is warranted.
Send your request to [email protected] or call +60 3-7726 4189.
6. Review Process
We will acknowledge your request within two business days and aim to complete our review within seven business days. In some cases, we may need to schedule a follow-up inspection to assess the issue in person before making a decision.
7. Refund Method
Approved refunds will be processed via the original payment method. Bank transfers typically take three to five business days. Cash refunds will be arranged at a mutually convenient time.
8. Replacement Parts
Defective replacement parts are covered under the manufacturer warranty. If a part we installed fails within the manufacturer warranty period, we will replace it and cover the labour cost. Parts returned must be in their original condition and accompanied by our installation receipt.
9. Cancellation of Scheduled Services
You may cancel a scheduled service at no charge by providing at least 24 hours notice. Cancellations made with less than 24 hours notice may be subject to a cancellation fee equivalent to the cost of one standard service visit. Prepaid services cancelled in time will be refunded in full.
10. Contact
If you have questions about this policy, reach out to us at:
EdgePro Climate Solutions Sdn Bhd
Email: [email protected]
Phone: +60 3-7726 4189