SHOPYTHON
Warranty
Every machine we sell comes with its manufacturer's warranty, handled for you here in Malaysia. When you check out, you can also extend the cover by up to 3 years and choose faster service, from pickup to a technician on site within 12 hours.
Brand warranty (included)
Every machine is covered by its manufacturer's warranty for the term stated by the brand, and you claim through us rather than overseas. Phone and video troubleshooting is free for as long as you own the machine. Accessories and spare parts have no warranty plan.
The brand warranty comes with Basic service: you bring or send the machine to the brand's service centre or our appointed contractor, which sets its own repair time. If you'd like a technician to come to you, we quote the call-out, travel and labour before anyone visits.
Warranty length
Extend your cover after the brand warranty ends. Available on every machine, at any price.
| Warranty length | Price | Total cover |
|---|---|---|
| Brand warranty | Included | Brand warranty period |
| Extra 1 Year | 15% of machine price | Brand warranty + 1 year |
| Extra 2 Years | 25% of machine price | Brand warranty + 2 years |
| Extra 3 Years | 35% of machine price | Brand warranty + 3 years |
The extra years continue the same cover as the brand warranty, at the service level you choose.
Service levels
Choose how fast we respond when something goes wrong. The level applies for your whole cover period, brand warranty and extra years included. Every claim starts with a remote diagnosis by video call or photos, because many faults are fixed at this step.
On Plus, Premium and Ultra, collection, call-out, travel and labour for a covered fault are included. The response time runs from the end of the remote diagnosis to the pickup (Plus) or the technician's arrival (Premium and Ultra). Remote locations such as islands may need a longer time, agreed with you.
Prices
Both choices are a percentage of the machine's price, and they add up. Pick one warranty length and one service level for each machine.
| Service level | Brand warranty | Extra 1 Year | Extra 2 Years | Extra 3 Years |
|---|---|---|---|---|
| Basic | Included | 15% | 25% | 35% |
| Plus | 15% | 30% | 40% | 50% |
| Premium | 25% | 40% | 50% | 60% |
| Ultra | 35% | 50% | 60% | 70% |
Example: an oven at RM10,000 with Extra 2 Years (25%, RM2,500) and Premium service (25%, RM2,500) costs RM5,000 in warranty, RM15,000 in total.
- Fees are per machine, multiplied by the quantity, and rounded to the nearest ringgit.
- Plus, Premium and Ultra are for machines priced RM1,000 or more. Below that, you can still extend the warranty length.
- Plus, Premium and Ultra are for delivery addresses in West Malaysia. Sabah, Sarawak and Labuan get Basic service with any warranty length. The Review & confirm page applies this from your delivery state.
- The bank transfer discount also applies to warranty fees.
- Missed it at checkout? Contact us within 30 days of delivery to add a plan.
Making a claim
- Tell us what is happening. Email or WhatsApp your order number, the model and serial number, and a short video of the fault. A video usually saves several days.
- We diagnose it together. We confirm your cover and run a remote diagnosis. Most faults come down to settings, loading or power, and get solved on the call, at no cost.
- If it needs a repair, what happens next depends on your service level. Basic: bring or send the machine to the service centre. Plus: we collect it. Premium and Ultra: a technician comes to you.
- We fix it and close the claim. The repair is done on site or in the workshop. On Ultra, a backup unit is lent if the machine can't be fixed on the first visit.
What is covered
Covered
- Manufacturing defects in parts and materials
- Components that fail in normal use during the cover period
- Phone and video diagnosis, free and unlimited
- Replacement parts
- Collection, call-out and labour on Plus, Premium and Ultra
Not covered
- Accidental damage, drops, liquid spills, fire, flood, lightning or power surges
- Misuse, overloading, neglect or use against the manufacturer's instructions
- Damage from incorrect power supply or unstable mains
- Repairs or changes by anyone other than the brand or our appointed contractor
- Wear parts and consumables, e.g. belts, seals, blades, scrapers, filters, bulbs, unless faulty on delivery
- Rust or corrosion from washing down an unsealed machine, and cosmetic damage
- Routine cleaning, servicing or setup
- Loss of income while the machine is down
Ultra backup unit
- The backup is the same model or one of equal function, not necessarily the same spec, subject to stock.
- Please look after it and return it in the same condition within 3 days of getting your machine back.
- Damage to or loss of the backup unit is charged at repair or replacement cost.
Common questions
How long is the brand warranty on my machine?
It depends on the manufacturer and the model. The term is shown on the product page and on the warranty tile on the Review & confirm page, e.g. "1 Year" or "2 Years Motor", and it is stated on your invoice. Ask us before you buy and we will confirm it.
Is labour covered?
On Plus, Premium and Ultra, yes: collection, call-out, travel and labour for a covered fault are included. On Basic, the brand warranty covers what the brand covers, and an on-site visit is charged for call-out, travel and labour, quoted before we attend.
Can I upgrade only the service, or only the length?
Yes. The two are separate choices. You can keep the brand warranty length and pick Premium service, or extend by 3 years and keep Basic service.
Why can't I choose Plus, Premium or Ultra?
They need a machine priced RM1,000 or more and a delivery address in West Malaysia. For Sabah, Sarawak and Labuan, and for machines under RM1,000, you can still extend the warranty length.
Can I cancel a plan?
Yes, within 14 days of purchase, as long as no claim has been made. After that, or after the first claim, plans are non-refundable.
What if my machine can't be repaired?
If a repair isn't economical, we may replace the machine with an equivalent model. Your plan then ends or carries over to the replacement, at our choice.
Does the warranty transfer if I sell the machine?
Plans are tied to the machine's serial number and transfer to a new owner only with our written approval. Contact us with the details and we will check with the brand for you.
What about parts held by the manufacturer?
Some parts are stocked by the distributor rather than by us. We will tell you honestly what is on hand and what has to be ordered in, along with the expected wait.
Prices are subject to applicable SST. These terms add to, and do not replace, your rights under the Consumer Protection Act 1999.
To start a claim, email support@shopython.com.my or WhatsApp 017-805 6033.