Last revised: 12 January 2026
Roofing is a service rather than a product purchase, but there are still situations where returns, refunds or remediation arise. This page sets out how Frontiq Roof Solutions handles them.
Once a contract is signed and the deposit has been paid, the deposit secures your slot in our schedule and funds material ordering. If you cancel before any materials have been ordered, your deposit is refunded in full within 14 working days. If materials have already been ordered, the supplier's restocking fees (typically 15–25% of the material cost) are deducted before the balance is refunded.
If a project is cancelled after work has started on site, payment is due for any labour and materials already used or installed. Any unused materials that we can return to our supplier will reduce that balance, less restocking fees. We will provide a full itemised statement.
If you believe a portion of our work is defective, contact us within the warranty period (10 years from completion). We will arrange a site inspection within 7 working days. Where the defect is confirmed to be installation-related, we will carry out remediation at no charge. Where the issue is not installation-related — for example, storm damage exceeding the rated wind specification of the materials — we will give you a written explanation and a quotation for any optional remedial work.
If a material supplier delivers damaged or incorrect product to your property, we coordinate the replacement directly with the supplier at no cost to you. Project timelines may shift accordingly; we will keep you informed and reschedule remaining stages.
Routine call-out and inspection fees are non-refundable once the visit has been carried out. If we cancel a visit for our own reasons (such as a crew unavailability), no fee is charged.
Promotional discounts (for example, on an annual gutter maintenance plan) are typically pre-paid. If you cancel an annual plan partway through the term, we issue a pro-rata refund less the cost of any visits already carried out at standard rates.
Refunds are issued by bank transfer to the account that originally paid us. Where this isn't practical (for example, payment was made by company cheque), we'll agree an alternative in writing. Refunds are normally processed within 14 working days of agreement.
If we cannot reach agreement on a refund or remediation matter, you may refer the matter to the Tribunal for Consumer Claims Malaysia, where eligible, or to mediation through a body we both accept. We will engage in good faith.
Refund and warranty queries: [email protected] or +60 3-2785 4196, marked for the attention of the project manager named on your contract.