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Warranty, Return & Exchange Policy

PRODUCT WARRANTY

Thank you for making your purchases at www.eubiq.com.my. All Eubiq’s products come with standard warranty coverage. Herein are the terms and conditions stipulated our Product Warranty.

LIMITED SERVICE WARRANTY COVERAGE

All Eubiq’s products are quality inspected and assurance approved, free from defects in materials and workmanship under normal use condition from the date of purchase.

Each product categories are subjected to its own warranty duration as shown below:-

Product Category Warranty Period
Power Tracks
(Inclusive Portable Power Track)
3 Years
Adaptors 1 Year
Connectors & Accessories 1 Year

Should a manufacturing defect arise and a valid claim is received by Exaltech Malaysia within the Warranty Period, at its option, Exaltech Malaysia will perform one of the 3 options to you below; either to:

  1. repair the defect at no charge, using new or refurbished replacement parts; or
  2. exchange the product with a product which is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product; or
  3. replace the defective product with a new or refurbished product of equivalent value at the time the manufacturing defect is discovered and reported.

A replacement product (1-To-1 Exchange) provided by Exaltech Malaysia in accordance with either indicated options mentioned above will assume the warranty of the replaced product from the date of replacement.

Whereas for parts being repaired by Exaltech Malaysia in accordance with either indicated options mentioned above will assume the remaining warranty of the original product or ninety (90) days from the date of replacement or repair, whichever being of longer duration.

When a product returned and a refund is given in accordance with either indicated options mentioned above, the refunded item, inclusive free gift(s) must be returned to Eubiq in their original packaging and becomes Eubiq’s property.

REQUIREMENT TO OBTAINING THE WARRANTY SERVICE

All requests for warranty service must be made within the Warranty Period, and has to be accompanied by:-

  • Original dated proof of purchase (order number, tax invoice etc.)
  • The returned Product must be in its original packaging, completed with its accessories.

You will be responsible for all shipping and handling charges incurred for the return of the product and/or part(s) to Exaltech Malaysia. The product and/or part(s) must be packaged appropriately to ensure safe shipment. Exaltech Malaysia is not liable for any damage resulting from insufficient or poor packaging.

The Service Warranty excludes the following conditions:

  1. damage arising out of normal wear-and-tear
  2. damage caused by accident, abuse, misuse, neglect, omission, improper installation and/or failure to follow instructions relating to the product intended use;
  3. damage caused by flood, fire, earthquake, power changes, other hazards and/or acts of God;
  4. damage caused by operating the product outside the permitted or intended uses described by Eubiq;
  5. damage caused by service carried out by anyone who is not a representative of Exaltech/Eubiq or Eubiq authorized dealer;
  6. damage caused by unauthorized attempts to open, repair and/or modify the product;
  7. damage caused by use with non-Eubiq products, if such damage is caused by the non-Eubiq product.

As permitted by law, this Limited Warranty and remedies set forth above are exclusive and in lieu of all other warranties, remedies and conditions, whether oral or written, statutory, express or implied. Exaltech Malaysia specifically disclaims any and all statutory or implied warranties, including, without limitation, warranties of merchantability, fitness for a particular purpose and warranties against hidden or latent defects, in so far as is permitted by applicable law. If Exaltech Malaysia is unable to lawfully disclaim statutory or implied warranties, then to the extent permitted by law, all such warranties shall be limited in duration to the Warranty Period of this Limited Warranty and to repair or replacement service as determined by Exaltech Malaysia in its sole discretion.

Except as provided in this Limited Warranty and to the extent permitted by law, Exaltech Malaysia’s liability is limited to direct damages. Exaltech Malaysia shall not be liable for indirect, punitive, special, consequential, or incidental damages, and damages and losses such as loss or corruption of data or business information, damages to database(s), loss of profits, loss of use, or interruption of business, even if Exaltech Malaysia is advised of the possibility of such damages and losses and regardless of whether such damages and losses had been within Exaltech Malaysia’s contemplation (whether actual, reasonable, subjective, objective, or otherwise).

 

REFUND POLICY

This policy is only applicable to refund cases where payment has been charged when the connection between your device and the destined site (website or payment gateway) has been failed to connect. Please note that all refunds will be subjected to an admin fee of 3.5% from the total refund amount. 

Should you face such issue online, please contact us by providing us the following details for our verification:-

Account Name:
Bank Name:
Account Number:
Charged Amount:

And enclose a copy of the Bank statement as proof of the transaction to info@exaltech.com.my

All refunds will be process and credit into your account within Thirty (30) days from the date of the request initiated.

 

EXCHANGE & RETURN POLICY

We do not provide refund nor allow cancellation of order/purchase. Should you wish to return your products(s) due to damaged and defective issues, you have THREE (3) days upon receiving the products(s) to return your order. Please contact Exaltech’s Sales Support to initiate the exchange.

The initiated request for exchange or return of the same Product shall not exceed three (3) times or no later than thirty (30) days from the first Date of Product Receipt, whichever is earlier, subject to the remaining terms as stipulated herein. It is restricted to exchange of the same Product only. Exchange or return for a different Product is not allowed.

Returned products are inspected by our Quality Assurance & Control Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to exchange 1-To-1 of any defective products.

However, if the defect in the product was caused by any reasons other than materials quality or assembly process, the original product will be returned to you.

We do not exchange products with the condition stated below:

  • Obtained from a source other than from eubiq.com.my
  • The warranty period of the product has expired.
  • Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
  • Damaged by misuse or activities other than the intended purpose (unauthorized maintenance, alteration, or incorrect installation,)
  • The label, serial number, safety seal or anti-counterfeiting label is broken, torn or altered.
  • The returned Products are incomplete (missing parts, not in original packaging, etc.)
  • The warranty evidence including invoice and warranty card is unavailable, altered, or not consistent with the purchase made.
  • For exchange reason of logistics damages on delivery, missing parts, or wrong Products, customer has signed for the product but can’t provide related proof or certificate from logistic company.

Please ensure that the Return Slip/Sales Order is included in the parcel and that the product has not been used and are in their original packaging with ALL TAGS ATTACHED. The Product(s) must be returned to our returns address within 3 days upon receiving the Product(s):

EXALTECH SDN BHD
No. 11, Jalan PJU 3/46
Sunway Damansara Technology Park
47810 Petaling Jaya
Selangor Darul Ehsan
Malaysia

Once our Quality Assurance & Control has inspected the returned Product(s), we will process your exchange within 7 working days (excluding Saturday & Sunday, Public Holidays); provided that all products must be cleared of any defects or damage to the reasonable satisfaction of Exaltech before any exchange or returns of Products are completed.

Any product(s) that you intended for an exchange is subject to availability. Should the intended product(s) is unavailable; you will be given in the form of store credit of the value of products bought. An email notification will be sent to you on the deposited store credit to your account once we receive the returns. You are advised to choose another product(s) of equivalent price value or higher as the balance is not refundable in cash. If there are any price differences, you have to top up the difference.

You are responsible for all goods sent until they arrive at our warehouse, and agree to assume ALL costs, including taxes if imposed associated with returning your purchased products(s) to us. Please ensure to package the goods well to prevent damage. We strongly recommend that you use a reliable courier service with parcel tracking services.

For avoidance of doubt, Exaltech shall have the absolute discretion to decide on what Products that may be exchanged or returned. Should you have any further enquiries, please feel free to contact our Sales Support at info@exaltech.com.my.

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