REFUND, WARRANTY, REPAIR & REPLACEMENT POLICY
Effective Date: 1st January 2023
This Refund, Warranty, Repair & Replacement Policy (“Policy”) applies to the supply, sale and installation of electric vehicle (“EV”) chargers, EV charging equipment, accessories and related installation services by MyEVMart, a business division of SETO Technology Sdn. Bhd. (“MyEVMart”, “we”, “us” or “our”).
1. NO REFUND FOR CONFIRMED ORDERS
All payments made to and received by MyEVMart for EV chargers, accessories, installation services, site assessment, electrical works and other related products or services are non-refundable once an order has been confirmed, payment has been processed, or procurement, preparation or installation works have commenced.
This includes, but is not limited to:
• EV charger hardware;
• accessories and related equipment;
• site assessment and technical services;
• installation and electrical works;
• customised or specially ordered products;
• deposits and advance payments; and
• other services or items specifically stated as non-refundable in the quotation or invoice.
A customer may not cancel an order or request a refund solely due to a change of mind, change of vehicle, change of requirements, change of installation location or other circumstances unrelated to a defect or failure covered by applicable warranty or mandatory applicable law.
Nothing in this Policy is intended to exclude, restrict or otherwise limit any rights or remedies that a consumer may have under applicable Malaysian law where such rights or remedies cannot lawfully be excluded or restricted.
2. PRODUCT WARRANTY
EV chargers and other equipment supplied by MyEVMart are covered by the applicable manufacturer’s warranty or other warranty expressly stated in the relevant quotation, invoice or product documentation.
The applicable warranty period shall commence from the date specified in the relevant invoice, installation record, warranty documentation or manufacturer’s warranty terms.
Warranty coverage is generally applicable to manufacturing defects and genuine product or operational failures occurring under normal and intended use, subject to the applicable manufacturer’s warranty terms and conditions.
3. REPORTING OF FAULTS OR OPERATIONAL ISSUES
If an EV charger supplied and/or installed by MyEVMart develops an operational problem, malfunction or suspected defect during the applicable warranty period, the customer shall notify MyEVMart through an official communication channel as soon as reasonably practicable.
The customer should provide, where available:
• invoice or order reference;
• EV charger model and serial number;
• description of the problem;
• photographs or videos of the equipment and installation;
• error messages or fault codes;
• relevant application screenshots or logs; and
• other information reasonably requested by MyEVMart for troubleshooting purposes.
4. TROUBLESHOOTING, REPAIR OR REPLACEMENT
Upon receipt of an official warranty notification, MyEVMart will assess and troubleshoot the reported issue.
Where the issue is determined to be a genuine defect or operational failure covered by the applicable warranty, MyEVMart will, subject to the applicable warranty terms and availability of parts or replacement equipment:
a. provide technical troubleshooting and assistance;
b. repair the affected equipment or component; or
c. replace the defective equipment or component with an equivalent or functionally comparable product where repair is not reasonably practicable.
MyEVMart will endeavour to commence the appropriate troubleshooting, repair or replacement process within seven (7) days from receipt of the customer’s official notification.
The seven (7) day period refers to commencement of the warranty resolution process and does not constitute a guarantee that the repair or replacement will necessarily be completed within seven (7) days.
Completion time may depend on the nature of the fault, availability of replacement parts or equipment, manufacturer’s approval, shipping and logistics, technical requirements, site access and other circumstances reasonably beyond MyEVMart’s control.
5. WARRANTY ASSESSMENT
MyEVMart reserves the right to inspect, test and assess the EV charger and installation before determining whether a reported fault is covered under warranty.
Where necessary, the equipment may be required to be returned to MyEVMart, the manufacturer or an authorised service centre for further diagnosis.
No repair, replacement or other warranty remedy shall be deemed to constitute an admission of liability by MyEVMart.
6. EXCLUSIONS FROM PRODUCT WARRANTY
Unless otherwise provided by the applicable manufacturer’s warranty, warranty coverage does not apply to faults, damage or failures resulting from:
• misuse, abuse or negligence;
• accidental or physical damage;
• unauthorised modification, alteration, repair or tampering;
• incorrect operation or use contrary to the manufacturer’s instructions;
• electrical supply conditions outside the equipment’s specified operating requirements;
• installation or modification by an unauthorised third party;
• damage caused by external electrical equipment or infrastructure not supplied or installed by MyEVMart;
• lightning, surge, fire, flood or other external events;
• water ingress or environmental conditions outside the product’s specified operating conditions;
• vandalism or other external causes;
• normal wear and tear; or
• any other circumstances expressly excluded under the applicable manufacturer’s warranty.
7. INSTALLATION WORKMANSHIP WARRANTY
Where MyEVMart provides installation services, the installation workmanship shall be covered by the applicable MyEVMart workmanship warranty stated in the quotation, invoice or installation documentation.
Where a reported issue is reasonably determined to have resulted from workmanship directly attributable to MyEVMart, MyEVMart will take appropriate corrective action in accordance with the applicable workmanship warranty.
The workmanship warranty does not extend to subsequent modifications, alterations or works carried out by third parties after the original installation.
8. NO CASH REFUND FOR WARRANTY CLAIMS
Where an EV charger or component is determined to be defective and the issue is covered by the applicable warranty, the normal remedy shall be troubleshooting, repair or replacement, subject to the applicable warranty terms and any rights or remedies available under Malaysian law.
A warranty claim does not automatically entitle the customer to a cash refund.
Where replacement is provided, the replacement equipment may be new, refurbished or equivalent equipment, where permitted by the applicable manufacturer’s warranty and Malaysian law.
9. INSTALLATION AND ELECTRICAL INFRASTRUCTURE
The warranty for the EV charger itself is separate from the warranty applicable to electrical infrastructure or installation workmanship.
Unless specifically included in the quotation, MyEVMart is not responsible for defects, failures or damage originating from the customer’s existing electrical installation, distribution board, wiring, earthing system, utility supply, solar photovoltaic system, battery energy storage system or other third-party equipment.
10. CUSTOMER’S RESPONSIBILITY
The customer is responsible for:
• operating the EV charger in accordance with the manufacturer’s instructions;
• maintaining the electrical installation in a safe and serviceable condition;
• ensuring reasonable access to the charger and installation for warranty inspection or service;
• providing accurate information regarding the electrical supply and installation site; and
• promptly notifying MyEVMart of any suspected fault or unsafe condition.
The customer should discontinue use of equipment where continued operation may reasonably create a safety risk and contact MyEVMart or the appropriate qualified electrical professional.
11. MANUFACTURER’S WARRANTY
Where a product is supplied under a manufacturer’s warranty, MyEVMart may facilitate the warranty claim with the manufacturer, distributor or authorised service provider.
The terms, conditions, exclusions and remedies contained in the applicable manufacturer’s warranty shall apply to the extent permitted by Malaysian law.
12. STATUTORY RIGHTS
This Policy is intended to operate consistently with applicable Malaysian laws, including the Consumer Protection Act 1999 (Act 599) where applicable.
Nothing in this Policy shall be interpreted as excluding or restricting any statutory guarantee, right or remedy that cannot lawfully be excluded, restricted or waived.
Where a statutory right or remedy applies and is inconsistent with a provision of this Policy, the applicable statutory requirement shall prevail to the extent of the inconsistency.
13. LIMITATION OF POLICY
Except where otherwise required by applicable law, MyEVMart’s obligations in respect of a product or service shall be limited to the remedies expressly provided under the applicable quotation, invoice, warranty and these terms.
Nothing in this Policy limits liability or rights to the extent that such limitation is prohibited by Malaysian law.
14. AMENDMENTS
MyEVMart reserves the right to amend or update this Policy from time to time. The version applicable to an order shall generally be the version incorporated into or referred to in the quotation, invoice or agreement applicable to that order, subject always to applicable Malaysian law.
15. CONTACT FOR WARRANTY CLAIMS
All warranty and product-related issues should be reported directly to MyEVMart through its official communication channels.
Customers should retain their original invoice, receipt, installation documentation and product serial number as proof of purchase and warranty entitlement.
