Return & Refund Policy

Last updated: 15 January 2024

1. Service Guarantee

At CoolBreeze Solutions Sdn Bhd, we stand behind the quality of every service we deliver. Our technicians are trained, experienced, and committed to performing all air conditioning work to the highest professional standard. We guarantee that services carried out by our team will be completed with due care, using appropriate methods and quality materials in accordance with accepted industry practices in Malaysia.

For general servicing and maintenance work, we provide a thirty (30) day workmanship guarantee from the date of service completion. This means that if the same issue recurs within this period as a direct result of our workmanship, we will return to rectify the problem at no additional charge. For new unit installations, our workmanship guarantee extends to ninety (90) days from the date of installation, covering any defects attributable to the installation process itself. Equipment and parts are covered separately under the applicable manufacturer's warranty.

This guarantee does not cover issues caused by normal wear and tear, power surges, pest damage, water ingress from external sources, modifications by unauthorised third parties, or the natural degradation of ageing equipment.

2. Eligibility for Refund

We understand that circumstances may arise where you are not fully satisfied with the service provided. You may be eligible for a full or partial refund under the following conditions:

• Service Not Performed: If payment has been collected but the scheduled service was not carried out due to reasons attributable to the Company, you are entitled to a full refund of all amounts paid.
• Substandard Workmanship: If the service performed is demonstrably below acceptable industry standards and the issue cannot be resolved through a complimentary re-service within the applicable guarantee period, you may be eligible for a partial or full refund at our reasonable discretion.
• Incorrect Service Delivered: If we performed a service that materially differs from what was agreed upon in the confirmed quotation or booking, and the discrepancy is attributable to our error, you are entitled to a refund for the difference in value or a full refund if the service provided was not what you required.
• Duplicate Payment: If you have been charged more than once for the same service due to a billing or payment processing error, the duplicate amount will be refunded in full promptly upon verification.

3. Refund Process

Once your refund request has been reviewed and approved, we will process the refund within fourteen (14) working days. Refunds will be issued using the same payment method originally used for the transaction wherever possible. If the original payment was made in cash, we will arrange a refund via bank transfer to your nominated Malaysian bank account.

Please note that while we process refunds promptly on our end, the time it takes for the refunded amount to appear in your account may vary depending on your bank or financial institution. Bank transfers typically reflect within three (3) to five (5) working days from the date of processing.

You will receive an email confirmation once your refund has been processed, including the refund reference number and the expected timeline for the funds to reach your account.

4. Cancellation Policy

You may cancel a confirmed service booking free of charge by providing at least twenty-four (24) hours' advance notice before the scheduled appointment time. Cancellations can be communicated via email at [email protected], by telephone, or through WhatsApp.

Cancellations made with less than twenty-four (24) hours' notice or instances where the customer is not available at the premises at the scheduled time may incur a cancellation fee of RM 50.00 to cover the administrative costs and technician allocation that have already been committed.

For installation projects or large-scale contracts:

• Cancellation before any work has commenced or materials have been ordered entitles you to a full refund of any deposit paid.
• Cancellation after custom-order materials or equipment have been procured on your behalf will result in forfeiture of the deposit amount equivalent to the cost of those materials, as such items are typically non-returnable to suppliers.
• Cancellation after partial completion of work will be assessed on a case-by-case basis, with a refund issued for the portion of work not yet performed, less any reasonable costs already incurred.

5. Parts and Equipment

Replacement parts and components installed during a repair or servicing visit are covered by the respective manufacturer's warranty. If a part fails within the manufacturer's warranty period under normal operating conditions, we will facilitate the warranty claim process on your behalf and replace the defective part at no additional labour cost, provided the failure is not caused by misuse, power irregularities, or external factors.

New air conditioning units purchased through CoolBreeze Solutions carry the full manufacturer's warranty as specified by the brand. Warranty claims for equipment must be submitted through us or directly to the manufacturer in accordance with the warranty terms provided at the time of purchase. Refunds for equipment are subject to the manufacturer's return policy and are handled on a case-by-case basis.

Used or opened parts that have been installed in your system cannot be returned for a refund, as they are considered consumed once fitted. Unused parts that were purchased but not installed may be returned in their original sealed packaging within seven (7) days of purchase for a full refund.

6. Exceptions

The following situations are not eligible for refund under this policy:

• Dissatisfaction with the performance of an air conditioning unit that is beyond its recommended service life or operating outside the manufacturer's specified conditions.
• Issues arising from pre-existing faults, hidden defects, or damage within the premises that were not apparent or disclosed at the time of service.
• Damage caused by the customer or third parties after our service has been completed, including improper use, unauthorised modifications, or failure to follow maintenance recommendations provided by our technicians.
• Service delays or rescheduling caused by force majeure events, including but not limited to natural disasters, flooding, government-imposed movement restrictions, or supply chain disruptions beyond our control.
• Cosmetic concerns that do not affect the functional performance of the air conditioning system.

7. How to Request a Refund

To submit a refund request, please contact our customer service team with the following information:

• Your full name and contact details.
• The date of service and invoice or receipt number.
• A clear description of the reason for your refund request, including any supporting photographs or documentation where applicable.
• Your preferred refund method and bank account details (if the original payment was made in cash).

Refund requests must be submitted within thirty (30) days of the service date. Requests received after this period will be reviewed at our discretion and may not be eligible for a refund.

Upon receiving your request, our team will acknowledge it within two (2) working days and conduct an internal review, which may include consulting with the technician who performed the service or scheduling a follow-up inspection at your premises. We aim to reach a resolution within ten (10) working days of receiving all necessary information.

8. Contact Us

If you wish to discuss a refund, raise a service concern, or have any questions about this policy, please reach out to us:

CoolBreeze Solutions Sdn Bhd
Email: [email protected]
Website: convrtpro.pro

Your satisfaction is important to us, and we will always endeavour to resolve any concerns in a fair and timely manner.