Malaysia HQ: PJ Trade Centre, Damansara Perdana
Chapter: Indonesia|Singapore|China|Australia|USA|Korea

Warranty: Terms and Conditions

1. Warranty Period

The standard warranty period for products purchased from XR Associates Malaysia is 12 months from the date of purchase.

2. Manufacturer Defect

In the event of a manufacturer defect, XR Associates Malaysia offers a one-to-one exchange.

3. Coverage of Manufacturer Defect

The coverage for manufacturer defects is based on the criteria provided by manufacturer DreamSmart, China. If during the warranty period, XR Associates Malaysia offers a one-to-one exchange policy.

  • Material Issues: Issues such as coating loss on myopia lenses, FPC folds at the spindle, and sagging dust screens.
  • Chargeable Issues: Issues like Type-C port corrosion, scratched lenses, and detached magnets.

4. Damage When Out of Warranty Period

If damage occurs outside the warranty period, XR Associates Malaysia offers a one-to-one exchange at an agreed cost.

5. Warranty Claims

5.1 Process: To make a warranty claim, contact our customer service team with your order number and details of the defect.
5.2 Inspection: Upon receiving the product, our technicians will inspect it to verify the defect.

6. Exclusions

6.1 Non-Covered Damages: The warranty does not cover damage caused by accidents, misuse, unauthorized repairs, or modifications.
6.2 Consumables: Consumable parts such as batteries, unless found defective within the 12 months of the warranty period.

7. Shipping for Warranty Service

7.1 Responsibility: Customers are responsible for shipping costs to return the product for warranty service.
7.2 Return Shipping: If the replacement is covered under warranty, XR Associates Malaysia will cover the return shipping costs.

Contact Information

For any warranty-related queries or to initiate a warranty claim, please contact our customer service at connect@thexra.com.