Construction is not a boxed product, so “returns” work differently here than in a shop. This policy explains in plain language how HostNow Builders Sdn. Bhd. handles deposits, cancellations, material orders and rectification when something is not right. The signed contract for your project always takes precedence over this general policy.
Design Fees
Design packages are billed in stages. You may stop a design engagement at any stage; fees already paid cover work already delivered (concepts, layouts, visuals) and are not refundable, but you keep and may freely use everything produced up to that point once fees are settled. Stages not yet started are never charged.
Project Deposits and Cancellation
- Before mobilisation: if you cancel after signing but before we order materials or mobilise crews, we refund your initial payment less documented costs already incurred (permit fees, engineering, custom drawings), typically within 14 working days.
- After material orders: custom-fabricated items — cabinetry cut to your walls, made-to-measure frames, special-order tiles — cannot be returned to suppliers. Their documented cost is deducted from any refund; the items themselves are yours.
- After works begin: cancellation is settled by valuing completed works and committed costs against payments made, with the balance refunded or invoiced accordingly. We document this valuation with photographs and supplier records.
Unused Standard Materials
Surplus standard materials that suppliers accept back (unopened paint, uncut pipe, whole boxes of stock tiles) are returned and credited to you at the price charged, less any restocking fee the supplier imposes. Surpluses we cannot return are offered to you before they leave the site.
Rectification Rather Than Refund
If any part of our work is defective, our first obligation is to put it right — promptly and at our cost, under the 18-month workmanship warranty. Where rectification is genuinely impractical, we agree a fair price reduction instead. Warranty claims never expire because you discovered the defect late within the warranty period; they expire only with the period itself.
Progress Payments
Because each progress payment is claimed only after the corresponding milestone is certified, payments generally reflect work already delivered and are not refundable in themselves. If a certified milestone is later found deficient, it is corrected under warranty at no cost to you.
How to Raise a Claim
Email [email protected] with your project reference, photographs and a short description, or call +60 12-772 4915. We acknowledge within 2 working days, inspect within 7, and confirm the resolution — rectification, credit or refund — in writing. Refunds are paid to the account that made the original payment.
Nothing in this policy limits your rights under the Consumer Protection Act 1999 or any other applicable Malaysian law.