WARRANTY POLICY
General Terms and Conditions
In Malaysia, our goods come with guarantees that cannot be excluded under the Malaysia Consumer Protection Act 1999. You are also entitled to have the goods repaired or replaced if the goods fail to be workable.
In this warranty:
- "PRISM+" means Prism Tech Sdn. Bhd.
- "Product" means any tangible personal property purchased by you from PRISM+;
- "Warranty Period" means the period or periods of time specified in Warranty Terms below for PRISM+ Products;
- "You" means the purchaser of any one or more Product, and "your" has a corresponding meaning.
Warranty Terms
- PRISM+ warrants its products to be free from defects in materials or workmanship under normal use. Any defects during the warranty period as defined in the Limited Product Warranty Chart, and will at its sole discretion, repair, or replace the product with a similar Product.
- The Warranty Period commences on the date of delivery. In the case, where customer lost the proof-of-purchase, the warranty period shall be deemed to have started 3 months from the date of manufacture indicated on the products or obtained from the serial number.
- Within the warranty period, PRISM+ will, at no additional charge, perform repair or replacement of defects in workmanship or parts covered by this warranty.
- If repair is not possible or not commercially viable, PRISM+ may replace the product with a new or refurbished product of similar functionality. After a repair, firmware upgrade or replacement the warranty period will continue from the date of the original purchase.
- Product is considered Out of Warranty based on the conditions set forth in the Limitations and Exclusions section.
Limitations and Exclusions
- The Warranty shall be rendered null and void if:
- The Warranty Period has expired.
-
The product is damaged due to
i. improper use, mishandling, or negligence after the purchase of the Product
ii. natural ageing of materials, normal wear and tear
iii. excessive use outside the intended purpose
iv. connecting non-recommended peripherals, additional equipment or accessories in the user manual
v. act of nature such as animals, lightning, unusual voltage, fire, natural disaster, rain, etc.
vi. Integration of third-party application used on- or with the purchase products
vii. abuse of the product or by environmental conditions that are not in conformance with the user manual of the product
viii. repairs or product modifications have been carried out by unauthorized company or persons
ix. Screen Burn-In
- Alteration on the proof-of-purchase or model/serial number in any way or is made illegible. (e.g. removed, erased defaced, altered or tampered)
- Warranty does not cover the if customer change of mind.
- Warranty does not cover consequential damages (e.g. loss of data or loss of income)
- For loss of purchase order invoice, support team will determine the validity of the warranty using the serial number on the monitor
- Products that have image retention is not covered as it is temporary: it will go off naturally in time.
- Prism Tech Sdn. Bhd. (PRISM+ Malaysia) is the sole authorised importer into Malaysia of PRISM+ branded products.
- PRISM+ Malaysia does not provide any warranty on parallel or grey imports and has no obligation to service or repair such products and will charge standard commercial rates on such products if repair service is requested.
- PRISM+ Malaysia will service PRISM+ products carrying an international warranty in accordance with the terms of that warranty.
- For Cracked screen upon delivery cases, kindly contact us within 14 days of delivered date.
- For missing accessories in package, kindly contact us within 14 days of delivered date.
Note:
- Screen Burn-In is not covered as it is classified as user-caused damage (such as keeping the TV on for long hours with static images being displayed as it is recommended to keep the screen off when customers are not using it)
- Parallel/ grey imports is a term used to described products imported directly into a country by persons other than the manufacturer’s authorized distributor in that country
Applicable to TV sets only
Please contact our customer service support for the following issues that may arise.
1. Soundbar connectivity
2. Chromecast connectivity
Should there be no fault found with the TV with regards to the above stated points, kindly refer back to respective soundbar/casting device manufacturers.
Limited Product Warranty Chart / Warranty Period
|
PRODUCT |
LABOUR & PARTS |
COVERAGE |
PIXEL POLICY |
SCOPE OF WARRANTY |
|
X240 |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
|
X270 |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
|
X270 240Hz |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
| X270 PRO | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
|
X315 PRO |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
| X390 PRO | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
|
F220 |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
|
F240n |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
|
F240v |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
| F240i | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
|
F270v |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
| F270i | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| F270i PRO | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
|
PG270 |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
|
PG270 Ultra |
3 years |
1-to-1 Exchange* |
3 Bright, 5 Dark, Total 5 |
|
| PG320 Ultra | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| PG400U PRO | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| X300 | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| X340 PRO 100Hz/144Hz/ 165Hz/180Hz |
3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| X490 | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| X490 PRO | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| C240 | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| C270 | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| C315 MAX | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W220v | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W240 | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W240 PRO | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W240U | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W240v | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W260U | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W270 | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W270v | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W270 PRO | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W280 Ultra | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W290U | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| W340U PRO | 3 years | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| Nomad 16 | 1 year | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| Nomad Pro 16 | 1 year | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| Nomad Ultra 13 | 1 year | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| Nomad Ultra 16 | 1 year | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| Nomad Ultra 4K 16 | 1 year | 1-to-1 Exchange* | 3 Bright, 5 Dark, Total 5 | |
| Arc Beam | 1 year | 1-to-1 Exchange* | ||
| Arc Beam Dual | 1 year | 1-to-1 Exchange* | ||
| Arc Lite | 1 year | 1-to-1 Exchange* | ||
| Arc Lite Dual | 1 year | 1-to-1 Exchange* | ||
| Arc Neo | 1 year | 1-to-1 Exchange* | ||
| Arc Neo Dual | 1 year | 1-to-1 Exchange* | ||
| Arc Stealth | 1 year | 1-to-1 Exchange* | ||
| Arc Stealth Dual | 1 year | 1-to-1 Exchange* | ||
|
Arc Stealth Pro |
1 year |
1-to-1 Exchange* |
|
|
|
Arc Stealth Pro Dual |
1 year |
1-to-1 Exchange* |
|
|
| Arc Stealth Pro Dual with Laptop Holder | 1 year | 1-to-1 Exchange* | ||
|
Arc Stealth Pro Triple |
1 year |
1-to-1 Exchange* |
|
|
|
Arc Titan |
1 year |
1-to-1 Exchange* |
|
|
| Vantage Ascend Dual | 3 years | 1-to-1 Exchange* | ||
|
Vantage Dual |
3 years |
1-to-1 Exchange* |
|
|
|
Vantage Triple |
3 years |
1-to-1 Exchange* |
|
|
| Roam Ultra 32 | 3 Years | 1-to-1 Exchange* | 7 Bright, 7 Dark, Total 7 | |
| S40 | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| S43 | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q32 | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q43-QE | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q55-QE | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q65-QE | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q55 PRO QE | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q65 PRO QE | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q86 PRO QE | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q32 Google TV | 2 years | Onsite |
7 Bright, 7 Dark, Total 7 |
|
| Q43-QE Google TV | 2 years | Onsite |
7 Bright, 7 Dark, Total 7 |
|
| Q55-QE Google TV | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q86 PRO QE Google TV | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q55 Ultra Google TV | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q65 Ultra Google TV | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Q75 Ultra Google TV | 2 years | Onsite | 7 Bright, 7 Dark, Total 7 | |
| Kanva Tripod | 1 year | 1-to-1 Exchange* | ||
| Kanva Quad | 1 year | 1-to-1 Exchange* | ||
| Mobile TV Stand: MTS | 1 year | 1-to-1 Exchange* | ||
| Mobile TV Stand: MTS PRO | 1 year | 1-to-1 Exchange* | ||
| Mobile TV Stand: Glide | 1 year | 1-to-1 Exchange* | ||
| Wall Mounts | 1 year | 1-to-1 Exchange* | ||
| Soundbar Flow | 1 year | 1-to-1 Exchange* | ||
| Soundbar Ripple | 1 year | 1-to-1 Exchange* | ||
| Soundbar Symphony | 1 year | 1-to-1 Exchange* | ||
| HDMI 2.0 L-Shape Cable | 1 year | |||
| HDMI 2.0 Cable | 1 year | |||
| Type-C to HDMI 2.0 Cable | 1 year | |||
| TV Remote Control | 1 year | |||
| Air Purifier | 1 year | Onsite | ||
| Air Conditioners (Indoor & Outdoor) | 2 years | Onsite | General (Including Parts, Labour, & Transport) |
|
| Air Conditioners (Compressor) | 5 years | Onsite | Compressor Only |
|
| Ceiling Fan (General) | 1 year | Onsite | General (LED Light, Receiver, Remote Control & Other Parts) |
|
| Ceiling Fan (Motor) |
5 years | Onsite | Motor Only |
|
| Ceiling Fan (General) with PRISM+ Installation | 2 years | Onsite | General (LED Light, Receiver, Remote Control & Other Parts) |
|
| Ceiling Fan (Motor) with PRISM+ Installation |
10 years | Onsite | Motor Only |
|
| Nanobot | 1 year | 1-to-1 Exchange* | ||
| EvoSonic Ultra Detect | 1 year | Parts Replacement | ||
| Fridge (General) |
2 years | Onsite | General (Including Parts, Labour, & Transport) |
|
| Fridge (Compressor) | 12 years | Onsite | Compressor Only |
|
| Mini Wash & Dry | 1 year | 1-to-1 Exchange* | ||
| Washer (General) | 2 years | Onsite | General (Including Parts, Labour, & Transport) |
|
| Washer (Motor) | 12 years | Onsite | Motor Only | |
| Water Pump (General) | 2 year | Onsite | General (Including Parts, Labour, & Transport) |
|
| Water Pump (Motor) | 3 year | Onsite | Motor Only |
*First 7 days new sets for 1-to-1 exchange, thereafter refurbish sets may be used
For JBL Sound systems and Logitech keyboards purchased, kindly refer back to manufacturer for warranty claim.
Pixel Policy
Should the LCD panel be diagnosed to contain or exceed the following number of non-conforming pixels within the duration of the Warranty period, the LCD panel is then considered as a defect and can be claimed as in warranty service:
|
|
BRIGHT |
DARK |
TOTAL |
|
Non-conforming Pixels (Monitors) |
3 |
5 |
5 |
| Non-conforming Pixels (TV) | 7 | 7 | 7 |
Cordless Vacuums
- Warranty Coverage
- The warranty period for the PRISM+ Handheld Vacuum is 1 year from the date of original delivery, or longer if covered by the extended warranty.
- This warranty applies only to defects arising from manufacturing faults or defective
components, under normal residential use.
- Usage Requirements
The Handheld Vacuum must be used on indoor, dry, residential surfaces only. Use on unsuitable flooring (e.g., outdoor, wet, or industrial areas) will void the Warranty.
- Service & Troubleshooting
The customer is liable for costs if:
- The product is out of warranty.
- The issue is due to misuse, negligence, or lack of proper maintenance (e.g., not cleaning filters/brushes).
- Using non-authorized consumables (filters, brushes, dustbins, batteries)
- Unauthorized modifications or repairs.
- Exclusions
This Warranty does not cover:
- Water damage to the Handheld Vacuum.
- Damage from foreign objects (e.g., liquids, coins, toys, hair accumulation).
- Wear-and-tear consumables such as brushes, filters, dustbins, and batteries.
- Cosmetic defects (scratches, discoloration) that do not affect functionality.
- Damage due to misuse, mishandling, or improper maintenance.
- Damage caused by unauthorized modifications or repairs.
- Fire, water damage, natural disasters, or acts of nature.
- General Terms
- This Warranty is only valid in Malaysia and does not cover international service.
- Any modification, tampering, or repair by unauthorized persons or companies will void this Warranty.
- PRISM+ reserves the right to change the terms and conditions of this Warranty without prior notice.
- To the fullest extent permitted by law, PRISM+ shall not be liable for any consequential, incidental, indirect, or special damages arising from the use or inability to use the product.
- Cosmetic Damage
- Cosmetic defects, such as scratches, dents, misalignment, or aesthetic abnormalities that do not affect functionality, are excluded from the warranty.
- This includes any damage caused by external factors like exposure to animals, pets, or environmental conditions (e.g., high humidity, high temperatures).
- Service & Warranty Claim Process
- To claim warranty, please contact our service team through the designated contact number and send a product video for assessment.
- Upon assessment, if the product is found to be defective due to manufacturing issues, faulty components will be replaced.
- Warranty claims may be denied if the product shows signs of misuse or damage not covered under the warranty.
- Limitations of Warranty
- This warranty applies only to the original purchaser and is non-transferable.
- Any attempt to transfer the warranty will void it.
- PRISM+ reserves the right to determine the validity of warranty claims and whether a part should be replaced.
- Replaced parts may differ in color or texture from the original components.
The warranty will be discontinued immediately if the product becomes defective due to misuse, abuse, or lack of proper care and maintenance.
- Force Majeure
PRISM+ shall not be liable for any failure or delay in fulfilling its obligations under this warranty due to events outside of its control, including but not limited to acts of nature, war, or governmental actions.
Return Policy
All products purchased from PRISM+ authorized channel is subjected to PRISM+ return policy to the extent permissible under Malaysia Consumer Protection Act 1999. You are advised to contact our customer service by dropping us an email at support@prismplus.my to receive the instructions on the procedure to return a product. Our customer service team will verify the information and arrange for the return.
Before contacting our customer service, kindly ensure that you have the following information:
- Product Name or Model Number
- Product Serial Number
- Contact Details (Name, Address, Telephone Numbers and Email Address)
- Detailed Description of the Defect (Return Reason)
- Proof of Purchase (Order Number)
To initiate our 7 days return policy, the product must be in new condition (has not been used) and returned in the original, unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it.
Note: You may return your order if you have received the wrong item in your package.
PRISM+ reserve the right to reject any return, exchange or refund if the request is deemed unfit or unreasonable.
