Because Plumbase provides trade services rather than shelf products, this policy explains how deposits, cancellations, workmanship and refunds are handled on our projects. We aim to be fair and clear so there are no awkward surprises.
1. Deposits
Most projects begin with a booking deposit that reserves your slot and covers initial material orders. The amount is stated on your quotation before you commit. Once we have ordered custom materials or started work, deposits become non-refundable to the extent of costs already incurred.
2. Cancellations by you
If you cancel before work begins and before materials are ordered, your deposit is refunded in full less any site-visit or design time already agreed. If you cancel after materials are ordered, we refund the balance remaining after those committed costs.
3. Cancellations by us
In the rare event we cannot proceed with a booked project, we will notify you promptly and refund any deposit for work not yet carried out, in full.
4. Workmanship warranty
Completed work carries a written workmanship warranty for the period stated on your quotation. If a defect covered by that warranty appears, contact us and we will inspect and put right qualifying issues at no charge. This is a repair-first remedy rather than a cash refund.
5. Materials and fittings
Fittings such as heaters, mixers and sanitaryware carry the manufacturer’s own warranty, which we will help you claim under. Faulty items are repaired or replaced under those terms.
6. Refund method and timing
Approved refunds are made to the original payment method or by bank transfer, usually within fourteen business days of agreement.
7. Raising a concern
If you are unhappy with any part of a project, contact us first at [email protected] or +60 12-909 4471. Most issues are resolved quickly once we understand them.