Return and Refund Policy

Effective Date: January 1, 2026

Overview

At DraftHouse Climate Solutions Sdn Bhd, we take pride in delivering reliable air conditioning services across Kuala Lumpur and the Klang Valley. We understand that circumstances may arise where a refund is appropriate, and this policy outlines the conditions under which refunds may be granted. Because our offerings are primarily labour-based services rather than off-the-shelf products, traditional return policies do not apply in the conventional sense. Instead, we focus on resolving service concerns promptly and fairly.

Service Satisfaction Guarantee

If you are not satisfied with the quality of a service we have performed — whether it is a routine maintenance visit, a chemical wash, or a repair — please contact us within seven (7) days of the completed work. Our team will arrange a follow-up inspection at no additional charge to assess and rectify the issue. We believe most concerns can be resolved through a revisit, and our technicians will work diligently to ensure your air conditioning system operates to the expected standard.

Refund Eligibility

A full or partial refund may be issued under the following circumstances:

• A confirmed and paid service appointment was not fulfilled by our team due to scheduling errors on our part
• The service performed did not resolve the reported issue, and a follow-up revisit was unable to rectify the problem
• You were charged an amount exceeding the agreed-upon quotation without prior approval
• Equipment or parts supplied by DraftHouse Climate Solutions were found to be defective upon delivery and have not been installed

Refund eligibility is assessed on a case-by-case basis by our service management team.

Refund Process

To request a refund, please email us at [email protected] with the following details:

• Your full name and contact number
• The date of the service and the invoice or receipt number
• A clear description of the issue and the reason for your refund request
• Any supporting photographs or documentation, if applicable

We will acknowledge your request within two (2) business days and aim to resolve all refund enquiries within fourteen (14) business days. Approved refunds will be credited via the original payment method or by bank transfer, depending on the circumstances.

Parts and Equipment

Air conditioning units, spare parts, and accessories supplied by DraftHouse Climate Solutions may be returned only if they are unused, in their original packaging, and returned within seven (7) days of delivery. A restocking fee of up to fifteen percent (15%) of the item value may apply. Parts that have been installed cannot be returned, but are covered by the applicable manufacturer's warranty. Custom-ordered equipment that was procured specifically for your project is non-returnable.

Exclusions

Refunds will not be provided in the following situations:

• Dissatisfaction caused by factors outside our control, such as power supply irregularities, building structural issues, or pre-existing equipment deterioration
• Services that were completed satisfactorily but the customer has changed their mind or no longer requires the work done
• Costs incurred by the customer in engaging a third-party contractor without first allowing DraftHouse Climate Solutions to perform a follow-up assessment
• Routine maintenance services where the scope of work was completed as described in the quotation

Contact

If you have any questions about this Return and Refund Policy or wish to discuss a specific concern, please reach out to us:

DraftHouse Climate Solutions Sdn Bhd
Email: [email protected]
Website: drafthouse.pro