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.

1. Tempoh jaminan dan produk yang layak

Melainkan penyenaraian produk menyatakan sebaliknya, produk yang layak mempunyai jaminan terhad selama tiga bulan bermula pada tarikh penghantaran disahkan.

Gred kualiti, model serasi, jenis produk dan pengecualian khusus produk yang dinyatakan menjadi sebahagian daripada syarat jaminan. Bahan guna habis, peralatan, barangan pelepasan dan produk yang dinyatakan tanpa jaminan hanya dilindungi setakat yang dinyatakan dalam penyenaraian dan oleh undang-undang mandatori.

2. Tempoh pelaporan

• Kerosakan penghantaran, item hilang, item jelas salah atau kuantiti salah: laporkan dalam 24 jam selepas penghantaran disahkan.
• Kegagalan semasa diterima atau sebelum pemasangan: laporkan dalam tujuh hari kalendar selepas penghantaran disahkan dan sebelum pemasangan kekal jika munasabah.
• Kegagalan lain yang layak: laporkan dalam baki tempoh jaminan tiga bulan.

3. Perlindungan jaminan terhad

• Kecacatan pembuatan atau kegagalan fungsi yang disahkan dan bukan disebabkan pemasangan, pengendalian, penggunaan tidak serasi, kerosakan luaran atau pengecualian lain.
• Produk yang berbeza secara material daripada model, gred atau spesifikasi dalam pesanan disahkan, tertakluk kepada tempoh pelaporan.
• Produk gantian dilindungi bagi baki tempoh jaminan asal atau 30 hari selepas penghantaran gantian, yang mana lebih lama.

4. Perkara yang tidak dilindungi

• Pemilihan model, varian wilayah, penyambung, susunan flex, warna, gred atau bahagian yang salah oleh pelanggan, kecuali maklumat laman yang diberikan WZ Universal adalah salah atau mengelirukan.
• Bahagian retak, bengkok, koyak, terbakar, berkarat, terkena cecair, litar pintas, tertusuk atau diubah secara fizikal.
• Kerosakan akibat pemasangan salah, daya berlebihan, peralatan tidak sesuai, bekalan kuasa tidak stabil, peralatan tidak serasi, pembaikan tanpa kebenaran, pengubahsuaian atau kegagalan menguji sebelum pemasangan akhir.
• Kehausan biasa, variasi kosmetik dalam gred dinyatakan, filem pelindung boleh tanggal, kerosakan pembungkusan yang tidak menjejaskan produk atau prestasi di luar spesifikasi.
• Kehilangan data, kerosakan peranti, upah, caj pemasangan, gangguan perniagaan atau kos pihak ketiga, kecuali liabiliti yang tidak boleh dikecualikan di sisi undang-undang.

5. Bukti dan penghantaran tuntutan

Hantar nombor pesanan, nama produk atau SKU, model peranti, penerangan isu dan foto atau video jelas yang munasabah untuk penilaian. Video pembukaan bungkusan diwajibkan hanya bagi tuntutan keadaan penghantaran seperti kerosakan jelas, item hilang, item salah atau bungkusan diusik.

Bagi tuntutan teknikal, WZ Universal boleh meminta keputusan ujian, foto penyambung, foto pemasangan, maklumat siri atau kelompok, dapatan juruteknik atau pemulangan terkawal untuk pemeriksaan. Jangan hantar kata laluan, PIN bank, TAC atau OTP.

6. Tempoh penilaian

• Sasaran pengakuan tuntutan: satu hari bekerja.
• Sasaran semakan bukti jarak jauh: sehingga tiga hari bekerja selepas maklumat mencukupi diterima.
• Sasaran pemeriksaan fizikal: lima hingga tujuh hari bekerja selepas produk dipulangkan diterima.
• Sasaran penilaian teknikal kompleks atau melibatkan pembekal: sehingga 14 hari bekerja. Kemas kini akan diberikan jika masa tambahan diperlukan secara munasabah.

7. Penyelesaian

Jika tuntutan diluluskan, WZ Universal biasanya akan memberikan gantian terlebih dahulu. Jika item sama tiada atau gantian tidak sesuai, WZ Universal boleh menawarkan produk setara, kredit kedai atau bayaran balik amaun sebenar yang dibayar untuk item terjejas, tertakluk kepada hak mandatori dan keadaan tuntutan.

Pelanggan yang berhak menerima bayaran balik wang di sisi undang-undang tidak akan dipaksa menerima kredit kedai.

8. Kos penghantaran balik dan pembungkusan

Kebenaran pemulangan diperlukan sebelum produk dihantar. Alamat pemulangan yang diluluskan akan diberikan secara peribadi. Produk mesti dibungkus dengan selamat bersama aksesori dan bukti yang diminta.

WZ Universal menanggung kos munasabah pemulangan dan penghantaran gantian bagi tuntutan kesalahan penjual yang diluluskan. Pelanggan mungkin menanggung kos jika tuntutan ditolak, item salah dipesan, tiada kerosakan ditemui, produk rosak selepas penghantaran atau proses yang diluluskan tidak dipatuhi.

9. Rekod, hubungan dan hak statutori

Bukti jaminan dan rekod aduan boleh disimpan sehingga 24 bulan selepas tuntutan ditutup, atau lebih lama jika diperlukan untuk perakaunan, undang-undang, pengawalseliaan, pencegahan penipuan atau pertikaian.

Hubungi support@wzuniversal.com atau +60 11-8888 9161. Polisi ini tidak menghapuskan hak atau remedi yang tidak boleh dikecualikan atau dihadkan di sisi undang-undang.