Warranty Policy

realme Warranty Policy

This warranty policy applies to all realme products sold in Malaysia only, which includes mobile phone, accessories, AIoT products, etc. The product that covered under Malaysia warranty is not eligible for any International Warranty Service. During the warranty period, if any functional failure occurs upon normal usage of the product, realme Malaysia will provide a free repair service or replacement according to the standard policy guidelines set by the company.

 

REALME MOBILE PHONE WARRANTY DURATION

Item

Warranty Period

Remarks

Mobile phone

12 months

free lifetime labor charge

Built-in battery

12 months

free lifetime labor charge

Accessories (USB Cable)

6 months

free lifetime labor charge

Adaptor

6 months

free lifetime labor charge

REALME ACCESSORIES WARRANTY DURATION

Categories

Items

Warranty Period

Audio/ Headset

Wired Headset

6 months

Bluetooth Headset

12 months

Bluetooth Speaker

12 months

Watch

realme Band

12 months

realme Watch

12 months

Battery/ Power Bank

Power Bank

6 months

realme Alkaline Battery

None

Smart Life Products

realme Selfie Tripod

12 months

realme Smart Cam 360

12 months

realme motion Activated Night Light

12 months

Realme Cobble Bluetooth Speaker

12 months

Game Accessories

realme Mobile Game Controller

1 month

realme Cooling Back Clip

12 months

Mobile Game Finger Sleeves

None

Others

Electric Toothbrush

12 months

Beard Trimmer

12 months

Smart Scale

12 months

Adventurer Luggage

None

 

REALME SMART TVs WARRANTY DURATION

realme Smart TVs

Items

32 Inches

43 Inches

TV, Main Board, Remote Control Board, T-CON Board, Display Screen, Speaker

12 months

24 months

Remote

6 months

6 months

 

 

 

realme Laptop

Categories

Items

Warranty Period

Device

realme Book

24 months

Main Parts

Main board, CPU, Memory, Screen, Hard Disk Drive, Keyboard, Battery

 24 months

Accessories

Power Adapter, Camera, Speaker, Touch pad, Fan, Charging cable (USB Cable), and other parts

12 months

 *Remarks:

  1. All realme products are applicable for 1 to 1 replacement on-site if problems are found after unpacking.
  2. If other problems occur, the customer may send the product to any realme Malaysia service center for further checking and repair.

 

realme Mobile Phone, Accessories & AIoT Products Warranty Policy:

In-warranty Quality Commitment

  1. All replacement parts and accessories are 100% original brand new.
  2. Replacement parts can enjoy the original remaining warranty period or 3 months from the date of the replacement warranty, whichever is longer.

Warranty cover conditions:

  1. Warranty is applicable only for realme products purchased in Malaysia. realme products purchased from overseas are not entitled to claim warranty services in domestic service centers. It needs to pay for repair service.  
  2. The warranty period will be based on the valid warranty card and invoice, please keep it properly.
  3. To avail warranty service support for realme products, customers are advised to carry the original box while visiting the service center along with valid purchase proof of Invoice.
  4. Some documents and accessories (for example manual, warranty card, SIM Card Needleand phone cover) are not covered by the warranty.
  5. During the warranty period, if any functional failure occurs, realme Malaysia will provide free workmanship repair services and specific required spare parts through their authorized service centers. All replaced parts are owned by realme Malaysia.
  6. Warranty does not cover if realme products get rooted by the user and if it cannot get restored by a software update, service centers will ensure to take prior approval from the customer before flashing the software.
  7. realme devices/products given for business activities to teams will get service as per realme service policy. The warranty starting date will be considered by the activation date of the product. However, accessories and AIoT products will need proof of invoice.

 

Warranty Exclusions:

This warranty neither covers man-made damages nor any of the following conditions, however, paid repair services are available.

  1. The device has exceeded the standard warranty duration.
  2. No warranty card and valid proof of purchase. However, an exception can be granted if the customer can prove that the phone is within the warranty period;
  3. Non-realme official warranty commitments;
  4. The device/product is damaged due to improper use (such as falling, squeezing, water damage, etc.);
  5. Damage and malfunction due to uncontrollable external forces (such as floods, fires, earthquakes, lightning strikes and traffic accidents);
  6. Failure to use and maintain the product according to the instructions that lead to damage or malfunction, such as use under extreme temperatures, caused by use of non-realme accessories, etc.;
  7. Product natural wear and tear (for example casing, buttons, display, accessories, etc.);
  8. Any unauthorized repair, through the third party. Disassemble, self-repair, modification, rooting and other human behaviour that causes damage.

 

Important notice and backup reminder for sending phones, accessories & AIoT products in for repair

  1. Before visiting the service center for repair, do bring a copy of the valid proof of purchase and the original invoice (purchase voucher and invoice must be completed and sealed by the seller, and may not be altered, otherwise shall be considered as invalid). Warranty card and IMEI serial number stickers must not be torn, or the warranty shall be invalid.
  2. Before submitting the device for repair, do make a backup and then delete all the data (such as phone numbers, texts, pictures, etc.) that you have stored, so as to avoid any loss or disclosure during subsequent repair. To respect your privacy, Customer Service Center and the staff will not be responsible for backing up or restoring data for you, and will not be responsible for any consequences resulting from the loss or disclosure of data.
  3. Full set of product including package is required for warranty claim or 1 to 1 exchange.

 

Other Information

  1. Under circumstances where the device has been subjected to damp conditions, water damage, or unbranded modification, other issues may occur after the phone has been processed. If the phone is able to make calls before repair but unable to after repair, this is considered to be a problem caused by the error itself and cannot be repaired. The Authorized Service Center may require you to sign a separate repair agreement prior to repair according to such circumstances;
  2. If the service policy conflicts with national laws and regulations, all the laws and regulations of the country shall take priority.

 

realme M1 Electric Toothbrush

Fault Type

In Warranty

Out of Warranty

Toothbrush Head Fault

Free of cost toothbrush head replacement

(if not used even a single time)

Toothbrush Head Replacement

Toothbrush Handle Fault

Free of cost toothbrush handle replacement

Toothbrush Handle Replacement

Charging Base Fault

Free of cost charging base replacement

Charging base Replacement

 

 realme Smart Scale

Fault Type

In Warranty

Out of Warranty

Display function abnormality/fault

Replacement

No Repairs

Unable to boot / data inaccurate

Replacement

No Repairs

Connection Abnormality

Replacement

No Repairs

Note: 

  1. Only manufacturing failure under the above faults will be covered In Warranty, any man-made damage or ‘wear and tear’ damage will not be covered under warranty for the products.
  2. There is no any charges if the problem can be solved through software upgrade processing method.
  3. Users need to pay for out-of-warranty repairs, and the repair costs must be based on the cost of replacement parts.

 

 

realme TV Warranty Policy

Warranty cover conditions:

  1. Warranty is applicable only for products purchased in Malaysia. The international warranty is not applicable
  2. Warranty is confined to the first purchaser of the realme product only & is non-transferable. Purchase invoice with the corresponding model and a serial number of the unit must be captured invalid purchase proof document to claim warranty.
  3. Repairs or replacement under warranty shall be carried out by realme Authorized Service personnel only.
  4. In case of repairs or replacement of any part/s of the unit, this warranty will thereafter continue and remain in force only for the unexpired period of the warranty. Replacement of parts would be purely at the discretion of realme alone. In case the replacement of the entire unit is being made, (subject to the sole discretion of realme), the same model shall be replaced and in the event, such a model has been discontinued, it shall be replaced with the model equivalent as deemed fit by realme.
  5. For units installed beyond municipal limits of the jurisdiction of the company’s Authorized Service Center, an on-site repair warranty is not applicable and it is the responsibility of the customer to contact the nearest Authorized Service Center and bring the unit to the Authorized Service Center at its own cost and risk. All expenses incurred in collecting the units or parts thereof from the company’s Authorized Service Center, as well as expenses incurred in deputing of service personnel/technicians towards conveyance and other incidentals, etc. will be borne by the customer. Local Charges for transportation and handling charges may vary from location to location. Customers are advised to verify before.
  6. The company or its Authorized Service Center/ Service Dealer reserves the right to retain any part/s or component/s replaced at its discretion in the event of a defect noticed in the equipment during the warranty period.
  7. In case of any unpredicted situation and spares not being available, realme’s prevailing depreciation policy (subject to the sole discretion of realme & could change without prior notice) will be applied to the product for a suitable solution.
  8. No Dealer/Distributor/Retailer has the authority to modify the terms of the above warranty.

 

Warranty Exclusions: 

  1. The device has exceeded the standard warranty duration.
  2. Without a warranty card or valid purchase invoice, any alteration in the warranty card, or purchase invoice.
  3. Defect or damage, by improper self-installation by customer or repairs/disassembly performed by any unauthorized technician/repair centers, testing, operation, demonstration, maintenance, non-preinstalled software, adjustment, physical & liquid damage, connection with equipment not approved by the Company / without following product guidelines.
  4. Defect or damage caused by accident, floods, fire, winds, earthquakes, lightning, or other natural disasters or voltage instability or other force majeure.
  5. Physical damage, dent, deformed or scratched, transportation dropping or excessive shock, scratches due to normal wear and tear.
  6. Warranty does not cover any external accessories (such as Battery, cable, etc.)
  7. Any damage caused due to tampering of the product, liability for loss of data, recorded images, or business opportunity loss.
  8. If product found damaged, scratched, etc. while opening / unwrapping the product’s box, in the absence of an authorized technician.
  9. Products not purchased from realme authorized sellers (we recommend that you contact the point of sale for support).
  10. Goods (products) that are not distributed within the regional jurisdiction of realme Malaysia.
  11. This warranty will be void if the type or serial no of the product has been altered, removed, or defaced.

realme Laptop Warranty Policy

In-warranty Quality Commitment

  1. Preinstalled software warranty period of 1 year.
  2. All replacement parts and accessories are 100% original brand new.
  3. Replacement parts can enjoy the original remaining warranty period or 3 months from the date of the replacement warranty, whichever is longer.

Warranty Exclusions:

Below does not coverage in Warranty:

  1. The device has exceeded the standard warranty duration.
  2. No warranty card and valid proof of purchase. However, an exception can be granted if the customer can prove that the phone is within the warranty period;
  3. Non-realme official warranty commitments;
  4. The device/product is damaged due to improper use (such as falling, squeezing, water damage, etc.);
  5. Damage and malfunction due to uncontrollable external forces (such as floods, fires, earthquakes, lightning strikes and traffic accidents);
  6. Failure to use and maintain the product according to the instructions that lead to damage or malfunction, such as use under extreme temperatures, caused by use of non-realme accessories, etc.;
  7. Product natural wear and tear (for example casing, buttons, display, accessories, etc.);
  8. Any unauthorized repair, through the third party. Disassemble, self-repair, modification, rooting and other human behaviour that causes damage.

If the above situation occurs, the user needs to pay for repair.

Standard After-Sales Service Charge

  • Out Of Warranty Service Fee

Repair Categories

Service Types

Service Detail

Service Fee(RM)

Cleaning, maintenance, debugging and installation

Clean

Basic Cleaning: Body Cleaning (realme Book), Cleaning Fan Dust

50

Software Installation

Provide Installation Service and Genuine Operating System

50

Testing & Debugging

Testing and Debugging to confirm the fault and solve

50

Hardware replacement and repair

 

 

Accessories

Power Adapter, Charging Cable (USB Cable)

0

Repair Simple Disassembly Parts

Simple Disassembly Parts, After replacement that does not involve system installation and debugging, include real Laptop USB Sub Board/PCB Part, WIFI模块, CPU Fan, Hard Disk Drive, Battery, Wireless NIC, Touch Pad, Main Board and etc (Screen Disassembly Part Repair)

60

Repair Complicated Disassembly Parts

Complicated Disassembly Parts or after replacement that does not involve system installation and debugging, Include Camera and MIC Fault,Keyboard or C Cover, (Screen Disassembly Part Repair)

80

Remark: Above Standard Service Fee (except whole device is returned to factory for repair) only refer to labour fee, not including material cost.

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