Return & Refund Policy

Last updated: 8 April 2026. This policy describes how Magnivo Roof Solutions Sdn. Bhd. handles cancellations, deposits, remedial works and refunds. It supplements (does not replace) the workmanship guarantee written into each customer’s individual contract.

1. We are a service, not a retailer

Roofing works are commissioned bespoke for each property. There is no “return” in the retail sense. Where this document refers to a refund, it means the unwinding of payments made for works that were not delivered as agreed, or for works cancelled before completion.

2. Before mobilisation — full deposit refund

If you cancel a signed contract in writing before we have ordered materials or mobilised crews to your site, your deposit is fully refundable within seven working days. Only a fixed administrative fee of RM 150 is retained, regardless of project size.

3. After mobilisation — reconciled refund

If you cancel after materials have been ordered or crews have started on site, the refund is reconciled against documented costs incurred: materials cut to spec for your roof, demobilisation, and labour for any work completed to that point. Anything beyond those costs is refunded to you.

4. If the work isn’t right — remedial works

Where a completed Magnivo project shows a workmanship defect within the guarantee period, we will return to remediate the defect at no charge. “At no charge” covers labour, materials and demobilisation. We do not charge call-out fees during the guarantee window. If, on inspection, the issue is not a workmanship defect (for example, separate storm damage), we will explain that on site and quote any additional works in writing.

5. Material defects

If a manufacturer warranty applies (e.g. a coated steel coating failure within its 15-year warranty), we will handle the warranty claim with the manufacturer on your behalf. Replacement materials are supplied at no cost; installation labour for warranty replacement is billed at our discounted warranty rate (typically 30–50% below standard labour rates).

6. Disagreements about scope

Occasionally a customer believes the delivered scope falls short of the quoted scope. We resolve these by going back to the signed quotation, photographing the works on site, and walking through the disputed items together. Where we agree the scope was not fully delivered, the affected portion is completed at our cost. Where we disagree, we will support an independent inspection by a third-party roofer of your choosing.

7. Timeline

Refunds issued under this policy are paid by bank transfer within seven Malaysian banking days of agreement. Remedial works are scheduled within fourteen working days of the issue being reported.

8. How to raise an issue

Email [email protected] with your invoice number, photographs of the issue and a brief description. A senior supervisor will respond within two working days. For urgent issues (active leak following our works), please ring +60 3 2856 9420 directly.

9. Statutory rights preserved

Nothing in this policy limits any rights you have under the Malaysian Consumer Protection Act 1999 or the Contracts Act 1950. Where this document is silent on a remedy you may be entitled to under statute, the statute applies.