Warranty Policy

1. Warranty period and eligible products

Unless a product listing states otherwise, an eligible product has a three-month limited warranty beginning on the confirmed delivery date.

The listed quality grade, compatible model, product type and any product-specific exclusions form part of the warranty conditions. Consumables, tools, clearance items and products expressly sold without warranty are covered only to the extent stated in their listing and by mandatory law.

2. Reporting windows

• Delivery damage, missing items, visibly incorrect items or incorrect quantities: report within 24 hours after confirmed delivery.
• Dead-on-arrival or pre-installation technical failure: report within seven calendar days after confirmed delivery and before permanent installation where reasonably possible.
• Other eligible failures: report during the remaining three-month warranty period.

3. What the limited warranty covers

• A verified manufacturing defect or functional failure that was not caused by installation, handling, incompatible use, external damage or another exclusion in this policy.
• A product that materially differs from the model, grade or specification stated in the confirmed order, subject to the reporting windows above.
• A replacement supplied under this policy for the remaining original warranty period or 30 days after replacement delivery, whichever is longer.

4. What is not covered

• Incorrect model selection, regional variant, connector, flex layout, colour, grade or part ordered by the customer, except where the website information supplied by WZ Universal was incorrect or misleading.
• Cracked, bent, torn, burnt, corroded, liquid-damaged, short-circuited, punctured or physically altered parts.
• Damage caused by incorrect installation, excessive force, unsuitable tools, unstable power, incompatible equipment, unauthorised repair, modification, adhesive removal or failure to test before final installation.
• Normal wear, cosmetic variation within the stated grade, removable protective film, packaging wear that does not affect the product, or performance outside the product specification.
• Loss of data, device damage, labour, installation charges, business interruption or third-party costs, except where liability cannot lawfully be excluded.

5. Evidence and claim submission

Submit the order number, product name or SKU, device model, description of the issue and clear photographs or video reasonably required to assess the claim. An unboxing video is mandatory only for delivery-condition claims such as visible damage, missing items, incorrect items or tampered packaging.

For technical claims, WZ Universal may request test results, connector photographs, installation photographs, serial or batch information, technician findings or a controlled return for inspection. Do not send passwords, banking PINs, TACs or OTPs.

6. Assessment timetable

• Claim acknowledgement target: one business day.
• Remote evidence review target: up to three business days after sufficient information is received.
• Physical inspection target: five to seven business days after the returned product is received.
• Complex technical or supplier-assisted assessment target: up to 14 business days. WZ Universal will provide an update if additional time is reasonably required.

7. Remedies

Where a claim is approved, WZ Universal will normally provide a replacement first. If the same item is unavailable or replacement is not appropriate, WZ Universal may offer an equivalent product, store credit or a refund of the amount actually paid for the affected item, subject to mandatory rights and the circumstances of the claim.

A customer who is legally entitled to a monetary refund will not be forced to accept store credit. A remedy does not cover unrelated products or services.

8. Return shipping and packaging

Return authorisation is required before sending a product. The authorised return address will be provided privately. Products must be packed securely with the requested accessories and evidence.

WZ Universal bears reasonable return and replacement shipping for an approved seller-fault claim. The customer may be responsible for shipping where the claim is rejected, the wrong item was ordered, no fault is found, the product was damaged after delivery or the return was sent without following the authorised process.

9. Records, contact and statutory rights

Warranty evidence and complaint records may be retained for up to 24 months after the claim is closed, or longer where required for accounting, legal, regulatory, fraud-prevention or dispute purposes.

Contact support@wzuniversal.com or +60 11-8888 9161. This policy does not remove rights or remedies that cannot lawfully be excluded or limited.