If something is not right.

We sell a craft service, not a physical product, so “returning” the work is not literally possible. What is possible — and what we genuinely want — is a chance to redo it. This page sets out how we handle that.

1. The 24-hour inspection

Walk around the car under your own light within 24 hours of collection. If anything looks short of the work order — a missed panel on a polish, a streak on the windscreen, a smell that should not be there — tell us. The fastest channel is WhatsApp to +60 11-2845 6730. Send a photo. We bring the car back in, free, and fix the issue.

2. Warranty redo (coatings)

A coating that has lost its hydrophobic performance inside the written warranty window is redone free of charge on the affected panels. The criteria are spelled out on the warranty card you received at pickup. If you have lost the card, we can re-issue it from our records.

3. Deposits

Deposits for two-day and multi-day services are refundable up to 48 hours before the booking. Inside that window the deposit is retained, because we have already reserved a bay, ordered product and adjusted the team's diary. Exceptions: documented medical emergencies, major weather closures (declared monsoon flooding within the postal code), or our own studio rescheduling.

4. Full refunds

We refund in full if we cannot deliver the work as scoped on the work order due to our own error and the issue cannot be reasonably fixed by a redo. This is rare; in eight years we have written off a full job under this clause twice. The refund is processed within five working days through the original payment channel.

5. Chargebacks

Please raise concerns with us first. We do not have a complaints desk — you talk directly to a detailer. Card chargebacks initiated without first contacting us trigger Section 92 of the Financial Services Act and slow the resolution down rather than speeding it up.

6. Escalation

If we cannot agree on a fix, you may escalate to the Tribunal for Consumer Claims (Tribunal Tuntutan Pengguna Malaysia, TTPM) under the Consumer Protection Act 1999. We will participate constructively and abide by the tribunal's findings.

7. Talk to us first

Most issues we have ever had with a customer were sorted out by a five-minute conversation and a redo within the same week. The escalation paths above exist; we would rather not need them.

Contact

Email [email protected]. Studio phone +60 6-282 4790. WhatsApp +60 11-2845 6730.