Last Updated: 13 AUG 2026
AJLIVIA is committed to providing reliable products and responsive after-sales support. This policy explains the conditions and procedures applicable to returns, exchanges, refunds and warranty claims.
Nothing in this policy is intended to exclude or limit any rights available to customers under applicable Malaysian law.
1. AJLIVIA 7-Day Confidence Assurance
Customers may submit a voluntary return request within 7 calendar days:
from the date the installation is completed for products requiring installation; or
from the date of delivery for products that do not require installation.
The 7-Day Confidence Assurance is intended to provide customers with additional confidence when purchasing AJLIVIA products.
A request made within 7 days does not automatically qualify for a full refund.
Before approving a voluntary return, AJLIVIA may provide product guidance, troubleshooting, technical support or adjustment to determine whether the customer's concern can be resolved.
Where a product has been installed, activated or used, the return will be subject to product inspection and condition assessment.
The 7-Day Confidence Assurance does not affect claims relating to verified manufacturing defects, delivery damage, incorrect products supplied or other rights available under applicable Malaysian law.
2. Voluntary Return Charges
Where a return is approved under the 7-Day Confidence Assurance for reasons other than a verified manufacturing defect, delivery damage or incorrect product supplied, reasonable return-related costs may be deducted from the refund amount.
These may include:
installation or dismantling services;
collection and transportation;
used filter cartridges, filter cores or other consumables;
cleaning and sanitisation;
inspection or reconditioning; and
missing, used or damaged accessories, components or complimentary items.
Collection and transportation charges are assessed case-by-case based on factors such as collection location, travel distance, accessibility, manpower requirements and other reasonable logistical requirements.
Where applicable, the customer will be informed of the relevant charges before collection or other chargeable services are arranged.
3. Defective, Damaged or Incorrect Products
Customers should contact AJLIVIA as soon as reasonably possible if:
the product has a suspected manufacturing defect;
the product was damaged during delivery or installation;
an incorrect product or model was supplied; or
the product materially differs from the product ordered.
AJLIVIA or its authorised service representative may inspect, test or troubleshoot the product to verify the reported issue.
Depending on the circumstances, the available resolution may include:
technical troubleshooting or adjustment;
repair of the affected product or component;
replacement of a defective component;
replacement with the same or an equivalent product; or
refund where appropriate.
The appropriate resolution will be determined based on the nature and severity of the issue, inspection findings, availability of parts or replacement products, applicable warranty terms and applicable Malaysian law.
4. What Is Not Automatically Considered a Product Defect
A customer's personal preference or change of mind does not by itself constitute a manufacturing defect.
Differences in water taste, installation appearance or product characteristics that remain within the product's stated specifications are not, by themselves, considered manufacturing defects.
Water flow, temperature performance and other operating characteristics may also be affected by external conditions such as:
incoming water pressure;
water supply conditions;
plumbing configuration;
electrical supply;
ambient conditions; and
usage patterns.
Where necessary, AJLIVIA may conduct a technical assessment to determine whether a genuine product defect exists.
5. Items Generally Not Eligible for Voluntary Return
The following are generally not eligible for return solely because of change of mind once opened, installed, activated or used:
filter cartridges, filter cores and other consumable items;
used water-contact consumable components;
customised or special-order products;
products specifically identified as final-clearance items before purchase;
products damaged through misuse, neglect or improper handling;
products modified, dismantled or repaired without AJLIVIA's authorisation; and
products with removed, altered or unreadable serial numbers where the serial number is reasonably required for verification.
These exclusions do not remove any rights that may apply where a product is genuinely defective, damaged or incorrectly supplied.
6. Packages, Bundles and Complimentary Items
Where a product is purchased as part of an AJLIVIA package, bundle or promotional set, an approved voluntary return will normally require the complete package to be returned.
This includes products, accessories and complimentary items supplied as part of the purchase.
If any item is missing, damaged, consumed, used beyond what is reasonably necessary to assess the product, or otherwise unable to be returned, AJLIVIA may take the reasonable value or replacement cost of that item into account when calculating a voluntary refund.
Where only one component of a package has a verified defect, AJLIVIA may assess and resolve the affected component separately where appropriate.
7. Product Condition
Products approved for voluntary return must be returned in reasonable condition together with the components, accessories and items originally supplied.
AJLIVIA may take into account:
excessive wear;
physical damage;
missing components;
missing accessories;
unauthorised modification; or
deterioration unrelated to a reported manufacturing defect.
Customers should not dispose of any product, component or relevant accessory relating to a return or warranty claim unless instructed by AJLIVIA.
8. How to Submit a Return or Warranty Request
Customers requesting assistance should provide, where applicable:
proof of purchase;
product model;
product serial number;
installation or delivery date;
description of the issue or reason for the request; and
relevant photographs or videos reasonably required for assessment.
AJLIVIA may conduct remote troubleshooting or request additional information before arranging an inspection, collection, repair, replacement or return.
Products should not be returned or sent to AJLIVIA without prior instructions or authorisation from AJLIVIA Customer Service.
9. Inspection and Assessment
Returned products may be inspected after collection or receipt.
The assessment may include:
product operating condition;
reported defect;
physical condition;
installation condition;
accessories and components returned;
product usage;
consumables used; and
external factors that may have contributed to the reported issue.
AJLIVIA will use the inspection findings to determine the appropriate resolution and, in the case of a voluntary return, any reasonable deductions that may apply under this policy.
10. Refund Calculation and Processing
Where a refund is approved, the refund will be based on the actual amount paid by the customer after applicable discounts, vouchers or promotional adjustments.
For voluntary returns under the 7-Day Confidence Assurance, applicable return-related charges described in this policy may be deducted from the refund.
The customer will be informed of the refund calculation following assessment of the returned product.
Approved refunds will normally be initiated within 7–14 business days after the return process and assessment have been completed.
Refunds will normally be made through the original payment method where reasonably practicable.
Actual processing time may vary depending on the bank, card issuer, instalment provider, payment gateway or other payment service provider.
Warranty Policy
11. Warranty Coverage by Product
Warranty coverage varies according to product.
AJ-DWS-S1 Intelligent Dual Water System
Includes a 12-month limited warranty covering verified manufacturing defects, subject to the applicable warranty terms and exclusions.
AJ-IWD-T1 Intelligent Instant Hot & Cold Water Dispenser
Includes a 12-month limited warranty covering verified manufacturing defects, subject to the applicable warranty terms and exclusions.
Complete 7-Stage Filter Set
Includes a 3-month limited warranty covering manufacturing defects only.
Normal wear, filter lifespan and performance changes resulting from usage, source-water conditions or normal filtration operation are not covered.
Stainless Steel Faucet
The Stainless Steel Faucet does not include a manufacturer's warranty.
Customers should inspect the product upon delivery and contact AJLIVIA promptly if the item arrives damaged, defective or incorrect.
The absence of a manufacturer's warranty does not affect any rights that may apply to goods that are defective, damaged or incorrectly supplied.
12. Warranty Commencement
For products installed by AJLIVIA or an authorised representative, the warranty period begins from the recorded installation date.
For products that do not require installation, the warranty period begins from the delivery date.
Proof of purchase may be required when submitting a warranty claim.
13. Warranty Service
During the applicable warranty period, AJLIVIA will provide support for verified manufacturing defects.
Depending on the technical assessment, warranty service may include:
technical inspection and assessment;
repair of defective components;
replacement of defective parts; or
replacement of the product or major component where repair is not reasonably practicable.
Where reasonably appropriate, AJLIVIA may repair or replace only the affected component rather than replacing the entire product.
Replacement parts or products provided under warranty do not restart or extend the original warranty period unless expressly confirmed otherwise by AJLIVIA or required under applicable law.
14. Warranty Exclusions
The applicable limited warranty does not cover:
normal wear and tear;
cosmetic deterioration that does not affect product functionality;
consumables except where specifically covered by an applicable product warranty;
damage caused by misuse, abuse, neglect or improper handling;
damage caused by unauthorised modification, dismantling or repair;
damage caused by improper or unauthorised installation;
damage or malfunction caused by unsuitable water pressure, plumbing configuration or water supply conditions;
damage caused by abnormal or unsuitable electrical supply;
damage caused by external environmental conditions;
damage caused by failure to carry out reasonable maintenance; or
damage caused by failure to follow product operating or maintenance instructions.
These exclusions apply only to the extent that the excluded condition caused or contributed to the reported damage or malfunction.
15. Non-Warranty Service
If an inspection determines that the reported issue is not caused by a manufacturing defect or is otherwise not covered by the applicable warranty, reasonable charges may apply for:
inspection;
service;
travel or transportation;
labour;
replacement parts; or
other required work.
Where reasonably practicable, the customer will be informed of applicable charges before chargeable repair or service work is carried out.
16. Products Purchased Through Dealers or Other Sales Channels
For products purchased through an AJLIVIA authorised dealer, sales representative, marketplace or other approved sales channel, the customer may be required to provide proof of purchase for verification.
Where a refund must be processed through the original seller, marketplace or payment channel, the customer may also be required to follow the applicable refund procedure of that seller or platform.
AJLIVIA may provide applicable technical support and warranty service for genuine AJLIVIA products purchased through authorised sales channels, subject to verification and applicable warranty terms.
17. Customer Responsibilities
Customers are responsible for:
providing accurate information concerning the reported issue;
allowing reasonable access for inspection or servicing where required;
operating and maintaining the product according to the applicable instructions;
avoiding unauthorised modification or repair; and
notifying AJLIVIA within a reasonable time after becoming aware of a product issue.
Failure to provide information or reasonable access necessary to assess a claim may delay the assessment or service process.
18. Customer Rights
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified under applicable Malaysian law.
Where any part of this policy conflicts with a mandatory requirement of Malaysian law, the mandatory legal requirement will prevail.
19. Contact Us
For returns, exchanges, refunds, warranty claims or product assistance, please contact:
AJLIVIA Customer Service
Email: ajlivia.my@gmail.com
Support Service Hotline: 017-339 9935
Website: ajlivia.com
Operating Hours: Monday to Friday, 9:00 AM – 6:00 PM, excluding Public Holidays
20. Policy Updates
AJLIVIA may amend this policy from time to time to reflect changes in products, services, operations or applicable requirements.
Unless otherwise required by law, a return, exchange, refund or warranty claim will generally be assessed in accordance with the policy and applicable terms in effect at the time of the relevant purchase.