Warranty and Service

Defects in materials and workmanship under normal domestic use. If a compressor fails, a panel develops a fault, a control board dies or a motor gives out inside the warranty period, it is repaired or replaced at no cost to you, parts and labour included.

The period is on the product page for every item, because it varies by manufacturer and by product. As a guide, most large appliances carry one to two years on the whole unit, with a longer separate period on the compressor of a refrigerator or air conditioner and on the motor of a washing machine. Small appliances are commonly one year. The product page is the authority; this paragraph is orientation.

• Accidental damage, misuse, or use outside the conditions in the manual.
• Damage from power surges, lightning, flooding or pests. A surge protector is worth its price in this country.
• Installation by anyone other than an authorised installer, where the manufacturer requires an authorised installation. Air conditioners are the common case.
• Consumables and wearing parts: filters, batteries, bulbs, belts, hoses and gaskets.
• Cosmetic wear, scratches and discolouration that do not affect how the product works.
• Commercial use of a product sold for domestic use, unless the product page says otherwise.
• Any unit whose serial number has been removed or altered.

Your order confirmation email is your proof of purchase and it carries the order number, the model and the delivery date, which is everything a service centre asks for. There is nothing to keep in a drawer, and if you have lost the email we can send it again from your order.

1. Message us on WhatsApp or use the contact page with your order number and what the product is doing.
2. We will ask a few diagnostic questions. A surprising number of faults are a setting, a filter or a tripped safety cut-out, and we would rather find that out in five minutes than in a fortnight.
3. If it needs attention, we book it: a service visit for a large appliance, or a collection for something portable.
4. We keep you posted while it is with us, and we tell you what was wrong when it comes back.

The first remedy is repair. Where a product cannot be repaired within a reasonable time, or has failed repeatedly for the same reason, we replace it with the same model or, if that model is no longer available, with the closest current equivalent. Where neither is possible we refund it.

Refrigerators, washing machines, dryers, built-in kitchen appliances and installed air conditioners are serviced where they are. You do not have to get them to us. In the Klang Valley that is usually our own team; elsewhere it is the manufacturer's authorised service network, and we book it for you rather than handing you a phone number.

Every unit we sell is intended for the Malaysian market and its warranty is honoured by the manufacturer's Malaysian service network. A grey import bought cheaper elsewhere often is not, and the point at which that matters is the point at which something has already gone wrong.

Where a manufacturer offers an extended warranty on a product we sell, it is offered on the product page at the price the manufacturer sets. We do not sell a warranty of our own on top of the one you already have.

The manufacturer warranty is in addition to your rights under the Consumer Protection Act 1999 and does not replace them. Where the Act gives you more, the Act applies.