RETURN, REFUND & CANCELLATION POLICY

Effective Date: 28 March 2026

At Reka Utama PLT, we are committed to delivering practical, buildable and professionally coordinated interior design, renovation, cabinetry and project execution services.

Due to the customised nature of renovation, fabrication, material procurement and site works, certain items and services cannot be returned, cancelled or refunded once procurement, fabrication or work has commenced.

This Policy applies to purchases, quotations, confirmed orders and services made through our website or directly with Reka Utama PLT.

1. RETURN ELIGIBILITY

Standard Stock Items

Standard, non-customised items supplied separately by Reka Utama PLT may be eligible for return within 7 days from the date of receipt, provided that:

• the item has not been used;

• the item has not been installed, assembled, drilled, cut, modified or damaged;

• the original packaging is complete and in good condition;

• all accessories, fittings and components are returned together; and

• the item remains in a condition suitable for resale.

All returns are subject to inspection and approval by Reka Utama PLT.

Custom-Made / Made-to-Order Items

All customised, fabricated or made-to-order items are strictly non-returnable and non-refundable once procurement or production has commenced.

This includes, but is not limited to:

• custom cabinetry;

• kitchen cabinets;

• wardrobes;

• TV cabinets;

• built-in furniture;

• custom-sized cabinet carcasses;

• custom doors and panels;

• spray-painted or specially finished items;

• custom countertops and worktops;

• cut-to-size materials;

• glass and mirror works;

• customised metal works;

• customised carpentry;

• specially ordered materials;

• customised fittings; and

• any item manufactured, modified or procured specifically according to the client’s approved design, dimensions, material selection or site requirements.

Installed or Incorporated Items

Any material, fixture, fitting or product that has already been:

• installed;

• assembled;

• mounted;

• fixed;

• glued;

• drilled;

• cut;

• modified; or

• incorporated into the renovation works

is not eligible for return or refund unless Reka Utama PLT confirms that the item has a genuine manufacturing or workmanship defect.

2. CUSTOM FABRICATION & APPROVED DRAWINGS

For customised renovation, cabinetry and fabrication works, the client is responsible for reviewing and confirming all relevant documents before production begins.

These may include:

• quotation;

• scope of works;

• material selection;

• colour and finishing selection;

• dimensions;

• layout;

• cabinet configuration;

• drawings;

• 3D visualisation;

• shop drawings;

• Final Confirmation Drawing; and

• other project specifications provided for approval.

Once the client has approved or acknowledged the Final Confirmation Drawing, material specification or final order confirmation, Reka Utama PLT may proceed with procurement and production.

Once procurement or production has commenced, requests to change dimensions, materials, colour, finishing, configuration or design may be treated as Variation Works and may result in additional charges and/or revised completion timelines.

Client approval confirms that the client has reviewed and accepted the relevant specifications prior to production.

3. DAMAGES, DEFECTS & MISSING ITEMS

Clients are required to inspect supplied items as soon as reasonably possible upon delivery or installation.

Reporting Period

Any visible:

• transportation damage;

• missing component;

• incorrect supplied item; or

• apparent manufacturing defect

should be reported to Reka Utama PLT within 48 hours from delivery, where reasonably identifiable upon delivery.

For installed renovation or fabrication works, defects should be reported as soon as reasonably discovered and within any applicable defect liability or workmanship period stated in the project’s quotation, agreement or handover document.

Evidence Required

The client may be required to provide:

• clear photographs;

• videos;

• description of the issue;

• photographs of original packaging where applicable;

• site photographs; and

• order, quotation or project reference.

Reka Utama PLT may arrange a site inspection where necessary before determining the appropriate rectification.

Resolution

Where a claim is verified as a genuine manufacturing defect, supply error or workmanship issue attributable to Reka Utama PLT, the appropriate remedy may include:

• repair;

• rectification;

• replacement of the affected component;

• re-supply of the affected component; or

• another reasonable corrective solution agreed by Reka Utama PLT.

Where only one component is affected, replacement or rectification will normally apply only to the affected component rather than the entire installation.

4. CANCELLATIONS

Before Procurement or Production

Requests to cancel customised works should be submitted as soon as possible.

A custom order may only be eligible for cancellation if Reka Utama PLT has not yet commenced:

• material procurement;

• supplier ordering;

• fabrication;

• cutting;

• production;

• mobilisation; or

• site works.

Any refund will be subject to deduction of actual costs and commitments already incurred by Reka Utama PLT.

After Procurement or Production Has Commenced

Once materials have been ordered, fabrication has commenced, contractors or installers have been mobilised, or site works have started, the corresponding portion of the order is generally non-cancellable and non-refundable.

The client remains responsible for costs already incurred, committed or performed up to the cancellation date.

These may include:

• design work;

• site measurement;

• drawings;

• consultant or specialist charges;

• material purchases;

• custom fabrication;

• transportation;

• labour;

• mobilisation;

• dismantling;

• completed site works;

• supplier cancellation charges; and

• other project-specific committed costs.

5. CHANGE OF MIND

A change in personal preference after an item has been ordered, fabricated, delivered or installed is not considered a defect.

Examples include changes relating to:

• colour preference;

• woodgrain preference;

• design preference;

• finishing preference;

• hardware preference;

• dimensions previously approved;

• layout previously approved; or

• other selections previously confirmed by the client.

Any change requested after approval may be treated as Variation Works and quoted separately.

6. STANDARD STOCK ITEM RETURNS

Where Reka Utama PLT approves the return of an eligible Standard Stock Item due to a change of mind:

• a 25% restocking fee may be deducted from the approved refund;

• the client shall bear the cost of returning the item;

• the client bears the transportation risk until the item is received and inspected by Reka Utama PLT; and

• damaged, incomplete or non-resellable returned items may be rejected.

Delivery, installation, dismantling and transportation charges already performed are generally non-refundable.

7. REFUND PROCESS

Inspection and Approval

Where a refund is applicable, Reka Utama PLT will inspect the returned item or assess the relevant cancellation or project circumstances before approving the refund.

The client will be informed whether the refund is:

• approved;

• partially approved; or

• rejected.

Refund Method

Approved refunds may be processed through:

• the original payment method;

• bank transfer;

• credit against another approved order; or

• another method agreed between Reka Utama PLT and the client.

Processing Period

Approved refunds will normally be processed within 7 to 14 working days after approval.

The actual date funds appear in the client’s account may depend on the relevant bank, card issuer or payment service provider.

8. NATURAL MATERIAL VARIATIONS

Many interior and cabinetry materials naturally vary in appearance.

Minor variations in:

• woodgrain;

• grain direction;

• knots;

• colour tone;

• texture;

• pattern;

• stone veining;

• engineered stone pattern;

• laminate appearance;

• paint tone under different lighting; and

• batch-to-batch material appearance

may occur and are generally not considered defects, provided the supplied material is within normal manufacturer and industry tolerances.

Images, samples, renders and digital visualisations are intended to assist the selection process. Actual materials may vary slightly due to manufacturing batches, screen display, lighting conditions and natural material characteristics.

9. SITE CONDITIONS

Reka Utama PLT will not be responsible for damage, deterioration or performance issues caused by circumstances outside the agreed scope of works or outside Reka Utama PLT’s reasonable control.

These may include:

• water leakage;

• excessive moisture;

• high humidity;

• termite infestation;

• structural movement;

• wall or floor settlement;

• uneven flooring;

• pre-existing defective surfaces;

• concealed pipe leakage;

• electrical faults outside our scope;

• unauthorised modifications;

• third-party contractors;

• improper DIY installation;

• misuse;

• impact damage;

• failure to maintain the works appropriately; or

• environmental conditions unsuitable for the specified material.

Where Reka Utama PLT identifies a significant site condition before installation, we may recommend corrective works before proceeding.

Such corrective works may constitute additional or Variation Works unless expressly included in the original quotation.

10. THIRD-PARTY WORKS

Reka Utama PLT is not responsible for defects or damage caused by works carried out by the client or another contractor after our works have been completed.

Where another party modifies, removes, drills, relocates, dismantles or interferes with Reka Utama PLT’s completed work, any warranty or defect claim relating to the affected area may be subject to further assessment.

11. VARIATION WORKS

Any work requested outside the originally confirmed scope may be treated as Variation Works.

Variation Works may include:

• additional materials;

• additional cabinetry;

• revised dimensions;

• additional electrical works;

• additional plumbing works;

• additional ceiling works;

• revised finishes;

• relocation of built-in items;

• additional dismantling;

• additional site rectification; and

• changes requested after client approval.

Variation Works may result in:

• additional charges;

• revised delivery dates;

• revised installation dates; and

• revised project completion timelines.

No variation should be assumed to be included unless it is expressly confirmed by Reka Utama PLT.

12. CLIENT RESPONSIBILITY BEFORE PRODUCTION

To minimise misunderstandings and disputes, clients should carefully review all final project information before confirming production.

Before an order is moved to Production, the following should be confirmed where applicable:

• final dimensions;

• layout;

• cabinet configuration;

• material;

• colour;

• finishing;

• countertop;

• hardware;

• accessories;

• electrical point requirements;

• appliance dimensions;

• sink dimensions;

• equipment dimensions; and

• Final Confirmation Drawing.

Once approved, the confirmed information becomes the basis for fabrication and execution.

Any subsequent requested change may incur additional costs.

13. PROJECT-SPECIFIC AGREEMENTS

Where a signed quotation, contract, Letter of Award, renovation agreement, scope of works, Variation Order or other written project document contains terms that are more specific to a particular project, those project-specific terms shall apply together with this Policy.

Where there is any inconsistency, the project-specific written agreement accepted by both parties shall take priority for that particular project.

14. CONTACT & CLAIM SUBMISSION

All return, cancellation, defect or refund requests should include sufficient information for Reka Utama PLT to identify and assess the relevant order or project.

Please provide:

• client’s name;

• project or order reference;

• project address where relevant;

• description of the issue;

• photographs or videos where applicable; and

• relevant supporting documents.

Requests will be reviewed based on the applicable quotation, scope of works, approved drawings, project records and circumstances of the claim.

REKA UTAMA PLT

Practical Design. Buildable Solutions. Reliable Execution.

Important: Nothing in this Policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded under applicable Malaysian law.