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Section 7: Rights and Consumer Protection

Faulty Products and Warranty Claims

What to do when products fail

What to do with faulty products?

If you buy something that breaks or doesn't work, you have rights.

Your rights:

✅ Refund (within reasonable time)
✅ Repair (free of charge)
✅ Replacement (same product)

Steps to take:

Keep receipt
Stop using product
Contact seller immediately
Explain the problem
Request refund/repair/replacement

Warranty claims:

Check warranty period
Keep warranty card
Contact authorized service center
Bring proof of purchase

Important:

✅ Act quickly
✅ Keep all documents
✅ Don't attempt self-repair (voids warranty)

Overview

Consumer Protection Act guarantees remedies for faulty products. Understanding your options helps you get proper resolution.

Consumer Guarantees

Under Consumer Protection Act 1999:

Products must be of acceptable quality
Must match description
Must be fit for purpose
Must match sample/model

Available Remedies

For Minor Faults:

Repair (free)
Replacement
Refund (if repair not possible)

For Major Faults:

Refund (full amount)
Replacement
Keep product + compensation for reduced value

Warranty Claims Process

Check warranty status: Is product still under warranty?
Gather documents: Receipt, warranty card, manual
Contact seller/manufacturer: Report the fault
Submit for inspection: Bring to service center
Wait for assessment: Usually 5-14 working days
Receive remedy: Repair, replace, or refund

Time Limits

Situation	Time Limit
Online purchase cooling-off	7 days
Warranty claim	As per warranty period
Consumer guarantee claim	Reasonable time (varies)
Tribunal claim	Within 3 years

What's Not Covered

Damage from misuse
Normal wear and tear
Unauthorized repairs
Accidental damage (unless covered)
Consumables (batteries, etc.)

Tips for Warranty Claims

Register product immediately after purchase
Keep receipts in safe place
Read warranty terms carefully
Report issues immediately
Get everything in writing

Important Contacts

KPDN: 03-8883 4000
TTPM: 03-8911 1299
Online Complaint: aduan.kpdn.gov.my

Frequently Asked Questions

How long do I have to return faulty products?

Reasonable time from discovery. For online purchases, 7 days cooling-off period. Don't wait - report immediately.

Can seller charge for warranty repairs?

No, warranty repairs must be free. If product under warranty, all repair costs borne by manufacturer/seller.

What if warranty card is lost?

Receipt usually sufficient proof of purchase. Manufacturer can check purchase date from serial number.

Can I get refund instead of repair?

For major faults, yes. For minor faults, seller can choose repair. If repair fails多次, you can demand refund.

Last updated: March 2026

Disclaimer: This guide provides general information only. Always verify with official sources for the most current information.