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WARRANTY & RETURN MERCHANDISE AUTHORIZATION (RMA) POLICY
Warranty
SUBLIME TELECOM SDN BHD (Company Reg. No.1056012-A (201301026182) | D-U-N-S: 66-0137-024) • CORPORATE COMPLIANCE & OPERATIONS
| Document Ref: | STSB-WRMA-2026-V1 | |
| Effective Date: | January 19, 2026 | |
| Regulatory Scope: | Malaysia Consumer Protection Act 1999 & Google Merchant Center Policy |
This Warranty & Return Merchandise Authorization (RMA) Policy governs all hardware, enterprise networking gear, telecommunications equipment, and associated components purchased directly from Sublime Telecom Sdn Bhd (“the Company”), its official portal, or through authorized third-party integrated marketplaces (including Shopee and Lazada official brand stores). This document establishes a clear corporate framework for technical remediation, replacements, and industrial standard warranties.
1. Warranty Framework & Coverage Tiers
Sublime Telecom Sdn Bhd delivers enterprise-grade equipment carrying dual layers of consumer and enterprise protection. All equipment sold is guaranteed to operate substantially in accordance with official manufacturer datasheets under normal operational use.
1.1 Product Warranty Tiers
| Product Classification | Warranty Provider / Type | Standard Duration | |
| Enterprise Networking Hardware (Switches, Routers, Access Points) | Original Equipment Manufacturer (OEM) / Sublime Local Pass-Through | 12 to 36 Months (As specified on original tax invoice) | |
| Telecommunications Components (SFPs, Media Converter) | Sublime Telecom Limited Warranty | 24 months | |
| Consumables & Power Units (PoE Adapters, Cables) | Limited Functional Warranty | 3 Months |
1.2 Commencement Date
In adherence to transparency guidelines recognized by Google Merchant Center and local commercial norms, the warranty period begins strictly on the date of delivery confirmation to the customer or corporate entity, or upon the date listed on the official tax invoice, whichever occurs later.
2. Warranty Exclusions
This warranty covers original manufacturing flaws, component failures, and factory structural defects. It explicitly excludes coverage for hardware irregularities or performance degradation resulting from:
Environmental and Electrical Anomalies: Damage induced by lightning strikes, power surges, unstable voltage inputs, irregular grounding configurations, or water damage.
Physical Misuse: Dropped items, physical fractures, broken port pins, casing structural damage, or exposure to environmental metrics outside specified OEM tolerances.
Software & Firmware Alterations: Bricking or performance corruption caused by installation of non-certified open-source firmware, unauthorized flashing modifications, or third-party operating systems.
Seal Tampering: Any product where the serial number, asset tracking barcode, or manufacturer void-if-broken security warranty seals are ruptured, altered, or wiped clean.
3. Return Merchandise Authorization (RMA) Procedure
To request technical evaluation, repair, or hardware replacement under warranty validation, clients must follow the strict corporate RMA operational sequence:
To request technical evaluation, repair, or hardware replacement under warranty validation, clients must follow the strict corporate RMA operational sequence:
3.1 Step 1: Request Initiation
Do not ship hardware back without prior administrative authorization. Clients must lodge a formal RMA application via email to RMA department; rma@sublimetele.com or through our corporate RMA form. The request must include:
Official Tax Invoice Number or Order ID matching the purchase record.
Do not ship hardware back without prior administrative authorization. Clients must lodge a formal RMA application via email to RMA department; rma@sublimetele.com or through our corporate RMA form. The request must include:
Official Tax Invoice Number or Order ID matching the purchase record.
The hardware structural Serial Number (S/N) and exact Model Number.
A comprehensive diagnostic summary, log files (if accessible), or visual capture demonstrating the operational failure.
3.2 Step 2: Inspection and Issuance
Upon initial validation by our engineering tier, an official RMA Reference Number will be issued alongside return shipping protocols. This code must be written visibly on the external outer packaging of the returned item.
Upon initial validation by our engineering tier, an official RMA Reference Number will be issued alongside return shipping protocols. This code must be written visibly on the external outer packaging of the returned item.
3.3 Step 3: Logistics and Return Delivery
First 14 Days: If a product is verified as Dead-on-Arrival (DOA) or manifests structural failure within fourteen (14) calendar days from receipt, Sublime Telecom Sdn Bhd will absorb reasonable domestic return courier expenses.
Standard Warranty Period: For claims lodged past fourteen (14) days, the client bears the initial cost of secure transport to our Malaysian technical diagnostic center. Sublime Telecom will fully fund the logistics fee to return the repaired/replaced unit to the client.
4. Third-Party Marketplace RMA Alignments
For purchases finalized through Shopee or Lazada storefronts, clients may initiate warranty tracking directly via our corporate support channels by presenting the valid third-party platform order reference. Marketplace built-in dispute windows run concurrently with this policy; however, once a platform purchase is marked as "Order Received" or completed, our extended localized corporate RMA procedure governs exclusively.
For purchases finalized through Shopee or Lazada storefronts, clients may initiate warranty tracking directly via our corporate support channels by presenting the valid third-party platform order reference. Marketplace built-in dispute windows run concurrently with this policy; however, once a platform purchase is marked as "Order Received" or completed, our extended localized corporate RMA procedure governs exclusively.
To qualify for warranty service you will need:
Refer to Warranty