Every Dogio ceiling is fabricated to the millimetre for one specific room, so a "return" in the retail sense is rarely possible — a membrane welded for your living room fits nothing else. This policy explains, honestly, what can and cannot be refunded at each stage of a project with Dogio Interior Systems Sdn. Bhd..
You may cancel within 3 working days of paying your deposit for a full refund, no questions asked. After 3 days but before fabrication begins, we refund the deposit minus the documented cost of the completed site survey and design work (typically RM 300–600, itemised on your statement).
Once your membrane has been cut, welded or printed, materials and workshop time are committed to a shape only your room can use. Cancellation at this stage forfeits the deposit, but you owe nothing further and we will hold the fabricated membrane for you for six months should you change your mind about installation.
If the finish, colour or dimensions do not match your signed order, tell us within 7 days of handover. We will rework or refabricate the affected panels at our cost — this is a warranty matter, not a negotiation. Defects appearing later are covered by the 12-year warranty described in our Terms & Conditions.
Preference changes after acceptance (a different colour, a different finish) are treated as new work at a returning-client rate. We will always quote the smallest change that achieves what you want — often only the membrane needs replacing, not the tracks.
If you pay a deposit but delay scheduling, we hold it as credit for 12 months. After 12 months without contact we attempt to reach you twice; if unclaimed after a further 60 days, the deposit is refunded to your original payment method minus survey costs already incurred.
Refunds go back by the method you paid — bank transfer refunds within 7 working days of approval, card refunds within 14 depending on your issuer. We confirm every refund in writing with an itemised statement.
Most concerns are resolved with one site visit. Reach our aftercare coordinators at [email protected] or +60 12-772 4936, Monday – Saturday, 9:00am – 6:00pm.
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