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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 entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. 

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 

  1. 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) 
  1. Warranty does not cover the if customer change of mind.  
  2. Warranty does not cover consequential damages (e.g. loss of data or loss of income) 
  3. For loss of purchase order invoice, support team will determine the validity of the warranty using the serial number on the monitor 
  4. Products that have image retention is not covered as it is temporary: it will go off naturally in time. 
  5. Prism Tech Sdn. Bhd. (PRISM+ Malaysia) is the sole authorised importer into Malaysia of PRISM+ branded products. 
  6. 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. 
  7. PRISM+ Malaysia will service PRISM+ products carrying an international warranty in accordance with the terms of that warranty. 
  8. For Cracked screen upon delivery cases, kindly contact us within 14 days of delivered date.
  9. For missing accessories in package, kindly contact us within 14 days of delivered date.

Note: 

  1. 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) 
  2. 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 

C240 

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 

X240 

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 

X270 240Hz 3 years  1-to-1 Exchange* 3 Bright, 5 Dark, Total 5

X340 PRO 165HZ 

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 

X300 

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 

X290 

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 

F240V 3 years  1-to-1 Exchange*  3 Bright, 5 Dark, Total 5 

Arc Stealth Pro 

1 year 

1-to-1 Exchange* 

 

Arc Stealth Pro Dual 

1 year 

1-to-1 Exchange* 

 

Arc Stealth Pro Triple 

1 year 

1-to-1 Exchange* 

 

Arc Neo 

1 year 

1-to-1 Exchange* 

 

Arc Neo Dual 

1 year 

1-to-1 Exchange* 

 

Vantage Dual 

3 year 

1-to-1 Exchange* 

 

Vantage Triple 

3 year 

1-to-1 Exchange* 

 

Arc Stealth Single 1 year 1-to-1 Exchange* 
Arc Lite 1 year 1-to-1 Exchange* 
Q55-QE 2 years Onsite 7 Bright, 7 Dark, Total 7
Q65-QE 2 years Onsite 7 Bright, 7 Dark, Total 7

*First 7 days new sets for 1-to-1 exchange, thereafter refurbish sets may be used 

 

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

 

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 flowing information: 

  1. Product Name or Model Number 
  1. Product Serial Number 
  1. Contact Details (Name, Address, Telephone Numbers and Email Address) 
  1. Detailed Description of the Defect (Return Reason) 
  1. 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. 

 

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