Frequently Asked Question
Clear answers to help you understand our process, services, and what to expect when working with Onyx.
Orders & Projects
Understand how your project begins, from consultation to quotation and confirmation, with a clear process every step of the way.
Payment & Pricing
Get clarity on pricing, payment terms, and what to expect before moving forward with your project.
System Design & Consultation
Every space is different. Learn how we plan, design, and tailor systems based on your requirements.
Delivery & Installation
From scheduling to setup, we ensure your system is delivered, installed, and ready to perform.
Returns, Changes & Cancellation
Understand what happens if plans change, including cancellations, adjustments, and refund policies.
Warranty & Support
Reliable systems backed by genuine products, warranty coverage, and ongoing support when you need it.
Repairs & Upgrades
Maintain and improve your system with repair services and upgrade solutions tailored to your setup.
Training & After-Sales
We don’t just install, we ensure you and your team can confidently operate and maintain the system.
1. Orders & Projects
How do I start a project with Onyx Sound Projects Consultants Sdn Bhd?
You can start by contacting us for a consultation. We’ll understand your space, requirements, and recommend a suitable system before providing a quotation.
Will I receive a quotation before proceeding?
Yes. A detailed quotation will be provided outlining the system design, equipment, and scope of work.
Do I need to confirm before work begins?
Yes. All projects will only proceed after quotation approval and order confirmation.
Can I customize the system for my space?
Yes. Every system is designed based on your space, usage, and performance needs fully customised, not off-the-shelf
Can I make changes after confirming my order?
Changes may be possible depending on the project stage. We recommend finalising details before confirmation to avoid delays or additional costs.
2. Payment & Pricing
What payment methods do you accept?
We accept bank transfer and selected online payment methods. Details will be shared during the quotation stage.
Is a deposit required?
Yes. A deposit is typically required to confirm the project and secure equipment.
Do you offer instalment options?
For selected projects or equipment, instalment options may be available. Please check with our team.
When is full payment required?
Full payment for products is required prior to procurement, while the remaining installation balance is due upon project handover, based on agreed terms.
Will there be additional costs?
All costs will be clearly stated in the quotation. Any additional requirements will be discussed before proceeding.
3. System Design & Consultation
Do I need a consultation before installing a sound system?
Yes. Proper planning ensures the system performs well in your space and avoids costly mistakes.
Do you provide site visits?
Yes. Site visits help us understand your layout and recommend the most suitable solution.
Can you design based on my budget?
Yes. We tailor system recommendations to balance performance and budget.
What information should I prepare for consultation?
Basic details such as floor plan, space size, usage, and budget will help us provide better recommendations.
Do you work with designers and contractors?
Yes. We collaborate closely to ensure the audio system integrates seamlessly with the overall project.
4. Delivery & Installation
Do you provide delivery and installation?
Yes. Proper planning ensures the system performs well in your space and avoids costly mistakes.
How long does installation take?
Timelines depend on project size. Smaller setups may take a few days, while larger projects require more coordination.
Will everything be set up and tested?
Yes. We ensure proper installation, tuning, and system optimization before handover.
Do I need to prepare anything before installation?
Basic site readiness such as power access and coordination with contractors may be required. We will advise beforehand.
Can installation follow my renovation schedule?
Yes. We coordinate installation to align with your project timeline.
5. Returns, Changes & Cancellation
Can I cancel my order after confirmation?
Please contact us as soon as possible. Cancellation may involve costs depending on the project stage.
Are deposits refundable?
Deposits are generally non-refundable once the project is confirmed and equipment is secured.
Can I return installed systems?
Installed systems are typically non-returnable as they are customised for your space.
Can I request changes after confirmation?
Changes may be possible depending on progress, but may involve additional cost or timeline adjustments.
How are refunds handled if applicable?
If applicable, refunds will be processed within a reasonable timeframe based on the situation.
6. Warranty & Support
Do your systems come with warranty?
Yes. All products come with manufacturer warranty coverage.
What does the warranty cover?
Warranty typically covers manufacturing defects. Terms vary depending on the brand.
How do I request support if there is an issue?
You can contact our team, and we will assist in diagnosing and resolving the issue.
Do you provide on-site support?
On-site support may be available depending on the situation and project scope.
Are your products genuine and authorized?
Yes. We only use genuine products from authorized brands with official support.
7. Repairs & Upgrades
Do you offer repair services?
Yes. We provide repair support for selected audio equipment.
Can you repair systems not installed by Onyx Sound Projects Consultants Sdn Bhd?
Yes, subject to assessment of the system condition and compatibility.
How long does a repair take?
Repair timelines vary depending on the issue and parts availability.
Can you upgrade my existing sound system?
Yes. We can assess and improve your current system for better performance.
Will I receive a quotation before repair or upgrade?
Yes. A quotation will be provided before any work begins.
8. Training & After-Sales
Will training be provided after installation?
Yes. Basic training is provided so your team can operate the system confidently.
Is the system easy to use?
Yes. We design systems to be as user-friendly and practical as possible. However, certain professional systems may require basic familiarisation or training depending on the project complexity.
Do you provide user guides or documentation?
Yes. Guidance will be provided where necessary for system operation.
Can I request additional training later?
Yes. Additional training sessions can be arranged if needed.
Do you offer ongoing support after installation?
Yes. We provide ongoing support to ensure your system continues to perform as intended.