Warranty & After-Sales Policy

Effective Date: 1 November, 2025
Operated by: Cloude Integrated Sdn Bhd
Customer Support: 018-2094644 (WhatsApp message only) Monday – Friday, 8:00 AM – 12:00 AM; Saturday, 9:00 AM - 1:00 PM

Overview
This Warranty & After-Sales Policy outlines the terms for warranty, replacement, and support services for all Puro water purifier products purchased through our official channels in Malaysia.
At Puro, we’re committed to providing you with a transparent and worry-free experience. Every unit you purchase is protected by our official limited warranty against manufacturing defects, because owning your purifier should be simple and clear.

Scope of Coverage
This policy applies only to products purchased directly from:
  • Puro Malaysia Official Website (www.puro.my)
  • Official Puro Malaysia Stores on Shopee or Lazada
Products purchased from unauthorized resellers or overseas marketplaces are not covered under this policy.

Warranty Coverage
  1. Warranty Period All Puro water purifiers are covered by a 2-year limited warranty for manufacturing defects, starting from the installation date.
  2. What’s Covered
  • Manufacturing defects in materials or workmanship affecting the main unit.
  • Electronic or mechanical faults that occur during normal domestic use.
  1. What’s Not Covered The warranty does not cover:
  • Consumable parts such as filters or cartridges.
  • Damage caused by incorrect installation, misuse, or unauthorized repairs.
  • Normal wear and tear, rust, discoloration, or cosmetic issues.
  • Damage caused by power surges, accidents, or natural disasters.
  • Products with altered or missing serial numbers.
  • Products purchased from unauthorized channels.

Replacement Policy
  1. Eligibility Customers may request a replacement within 30 calendar days of receiving the product if:
  • The product is found to have a verified manufacturing defect; or
  • The product arrives damaged due to transit.
  1. Application Process
  • Contact our support team within 30 days.
  • Provide proof of purchase and a brief description (with photo/video evidence).
  • Our team will verify eligibility and arrange for a free replacement if approved.
  • The technician team will uninstall the faulty item and install the replacement unit.
  1. Replacement Requirements
To qualify for a replacement, the unit must:
  • Include all original accessories, packaging, and manuals.
  • Not showing any signs of tampering or physical damage.
  • Available as a complete set.
If any of the above is not met, the technician team has the right to decline the replacement on the spot.

Warranty Service
If your product develops a manufacturing defect within the warranty period:
  • Puro will offer a free replacement (if the issue is covered) or
  • Door-to-door repair service alternatively.
Warranty service is limited to Malaysia and applies only to products used for domestic purposes.

Out-of-Warranty Cases
For issues not covered under warranty (e.g., user-caused damage, expired warranty):
  • Paid repair or replacement options may be offered case-by-case.
  • Shipping fees may apply.

Additional Notes
  • Do not send your product back without prior approval from our support team.
  • Please check your parcel upon delivery; report any transit damage within 24 hours.
  • Puro Malaysia is not responsible for loss or damage during unauthorized returns.

Contact Us
For warranty or after-sales assistance, please reach out via: WhatsApp: 018-2094644 (WhatsApp message only) Operating Hours: Monday – Friday, 8:00 AM – 12:00 AM; Saturday, 9:00 AM - 1:00 PM Email: puro@dmdasher.com