Design and construction services cannot be "returned" the way a parcel can, so this policy explains in plain language how Amber Loft Studio Sdn Bhd handles the situations the word "refund" usually stands for: cancellations, deposits, defects and disputes.
1. Cancelling before work begins
You may cancel a signed engagement in writing at any time. If design work has not yet started, we refund your deposit in full within fourteen days, less any third-party costs already committed on your instruction (for example, a paid site survey or authority filing fee), which we will document with receipts.
2. Cancelling mid-project
If you cancel after work has begun, you pay for work completed and materials ordered up to the cancellation date, valued against the milestone schedule in your agreement. Anything you have paid beyond that value is refunded within thirty days. Custom joinery already in fabrication must be paid for in full — it is built to your measurements and has no other buyer — but it will be completed and delivered to you.
3. Design-stage dissatisfaction
Our design agreements include the revision rounds stated in your scope. If, after exhausting those rounds, you genuinely feel the direction is wrong, you may end the design stage and pay only for the stages already delivered. We would rather part respectfully at the drawings than build a home you do not love.
4. Defects and the warranty
Workmanship defects reported within twenty-four months of practical completion are repaired by our own team at no cost, normally within fourteen working days of inspection. If a defect recurs twice after repair, we will engage — at our cost — an independent assessor agreed by both parties, and abide by the assessment, including partial refunds where rectification is impractical.
5. Supplied products
Appliances, sanitaryware and loose furniture we procure for you carry their manufacturers' warranties, which we register in your name and hand over at completion. Items damaged on delivery or installation by our team are replaced at our cost. Change-of-mind returns on special-order products follow the supplier's own returns policy, which we disclose before you approve the purchase.
6. How refunds are paid
Refunds are made to the account that paid us, in Malaysian Ringgit, with a written breakdown of the calculation. We do not issue refunds in cash or to third-party accounts.
7. If we disagree
Raise any payment or refund dispute first with your project manager, then in writing to [email protected] — written complaints are answered by a director within seven working days. Unresolved disputes follow the dispute-resolution clause of your agreement and Malaysian law. You retain any rights available under the Consumer Protection Act 1999 that cannot be contracted away.
8. Contact
Amber Loft Studio Sdn Bhd · 22, Jalan Ampang Hilir, 55000 Kuala Lumpur · [email protected] · +60 12-336 8154.