Product warranty & after-sales

1 Warranty period and coverage

We provide a twelve (12) month commercial warranty for new electrical products sold and delivered in Malaysia, starting on actual delivery. Where we are responsible for necessary installation or commissioning, the warranty starts when that work is completed. The purchase record should identify the model, serial number, if any, and warranty commencement date.

Coverage includes faults caused by defects in materials, manufacture or assembly during normal use in accordance with the instructions and the use expressly agreed at sale, including defects in supplied accessories. We bear the parts, labour, functional testing and safety checking costs needed for covered repairs. Use at a commercial premises will not itself invalidate coverage where that use was agreed at sale.

2 Statutory rights

This commercial warranty supplements, and does not exclude or restrict, any non-excludable guarantees, remedies or liabilities under the Consumer Protection Act 1999 (Act 599) or other applicable law. Expiry of the twelve-month warranty does not automatically end a consumer's rights concerning reasonable durability or other statutory guarantees.

3 Commercial warranty exclusions

This commercial warranty excludes ordinary wear, cosmetic wear alone, and damage reasonably established by technical assessment to have been caused by accidental impact, misuse, failure to follow clear safety instructions, improper storage or cleaning, external power abnormalities, or unauthorised modification or repair. An exclusion applies only to the related fault and does not affect coverage of unrelated components or the customer's statutory rights.

Normal consumption of consumables may be excluded. Manufacturing defects, abnormally premature failure and other applicable legal liabilities are not automatically excluded merely because an item is a consumable or battery. If coverage is declined, we will explain the specific reason and assessment basis rather than relying on a general allegation of customer-caused damage.

4 Making a claim

Customers should report faults promptly to us or the designated service centre using the contacts listed in these terms, with reasonably available proof of purchase, product identification and a fault description. Photos or video will be requested only where safe and reasonably available. An invoice, receipt, order or other verifiable transaction record may establish the purchase. Missing original packaging or warranty registration alone will not defeat an otherwise valid claim.

We will acknowledge the claim promptly and arrange an assessment. Customers are not required to open the casing, access internal circuits or perform tests involving electrical, fire or other injury risks. Stop using the product immediately if there is smoke, unusual odour, overheating, suspected electrical leakage, damaged wiring or battery swelling, and disconnect the power where safe.

5 Repair methods and local service

Depending on the fault and safety requirements, we may arrange suitable replacement parts, service-centre repair, collection for repair or an on-site visit. Sending parts is appropriate only where it safely and effectively remedies the fault. Customer replacement is limited to parts expressly designated by the manufacturer as user-replaceable, with the customer's agreement and clear instructions. Internal electrical work and safety-related replacements must be carried out by technically competent personnel holding any legally required qualifications.

The designated Malaysian service centre receives claims and coordinates follow-up. We may appoint suitable personnel but remain responsible for the service obligations; service is not conditional on a named employee being available or an overseas coach's monthly visit. Parts must be confirmed compatible and meet applicable safety requirements. Any proposed replacement of the whole product with a refurbished unit must be disclosed and agreed in advance without reducing statutory rights.

6 Shipping and on-site costs

For a valid warranty claim, we bear the reasonably necessary costs of collection, transport in both directions, parts delivery and repair within Malaysia, and arrange a reasonably practicable no-charge remedy. Customers should contact us first to agree safe transport and packaging. Where the arrangement requires a customer to advance reasonable shipping costs, we will reimburse them against reasonable evidence. Lack of prior approval does not automatically remove a legal right to recover costs.

Where customer transport is unsuitable because of the product's size, weight, installation, fault or safety concerns, we will arrange suitable collection or a necessary on-site visit and bear the reasonable related costs. If a customer chooses an additional convenience visit after a safe and reasonable no-charge remedy has been offered, any additional call-out, travel and other charges must be quoted in writing and accepted beforehand. We administer service personnel's travel costs; customers need not seek reimbursement from an individual.

7 Completion and other remedies

We will complete an appropriate remedy within a reasonable time and provide an estimated completion time following initial assessment. If delayed, we will explain the reason, update progress and discuss practical options. Overseas parts supply, staff scheduling or internal approvals do not require indefinite waiting or postpone rights available under applicable law.

If we refuse, neglect or fail within a reasonable time to remedy a remediable fault, the customer may obtain repair elsewhere and recover reasonable costs, or reject the goods where the applicable legal conditions are met. For an irremediable, substantial or unsafe defect, the customer may exercise the relevant legal remedies without first accepting repeated repairs. Following a valid statutory rejection, the customer may choose a refund or, where reasonably available, replacement with goods of the same type and similar value, and retains applicable rights to claim loss or damage.

A legally required refund will not be replaced compulsorily with vouchers, points or other goods. These rights are subject to the conditions and reasonable periods under applicable law. No repair-only, no-refund or unilateral final-interpretation policy overrides legal obligations.

8 Service records and continuing coverage

After service, we will provide a record of the fault, work completed, parts replaced and completion date, and carry out functional and safety checks appropriate to the work. A valid claim reported during the warranty period remains covered if the original warranty expires while it is being handled. Repair or replacement does not reduce the remaining original warranty period. Applicable statutory guarantees also apply to replacement goods.

9 Out-of-warranty and chargeable service

Paid service may be offered after the commercial warranty expires or where a fault is reasonably established to fall within an exclusion. We must explain the assessment and obtain agreement to a written quotation covering diagnosis, parts, labour, transport, call-out and applicable taxes before charging or undertaking paid work. Any diagnostic fee payable even if repair is declined must be disclosed and accepted before diagnosis. A remedy required to be free under applicable law does not become chargeable merely because the commercial warranty has expired.

We will take reasonable steps to maintain repair support and access to spare parts for a reasonable period after supply. Relevant product safety notices and recalls will be communicated and handled as applicable, without refusal solely because the commercial warranty has expired.

10 Governing law and complaints

These terms are governed by Malaysian law. Customers may complain through the contacts listed in these terms, but doing so is not a prerequisite to seeking relief from a competent authority, court or the Tribunal for Consumer Claims Malaysia within its jurisdiction. Mandatory law prevails over any inconsistent provision. These terms do not exclude or limit personal injury, product liability or other liability that cannot lawfully be excluded or limited.

The Chinese and English versions are intended to have the same meaning. Any ambiguity will be interpreted in context and under applicable law; no language-priority arrangement may reduce non-excludable statutory rights. We will not retrospectively reduce warranty benefits promised at purchase without the customer's agreement.