WARRANTY & AFTERSALES POLICY


This Warranty & Aftersales Policy governs technical support, hardware warranty, qualifying replacement benefits, diagnosis, repair, manufacturer/distributor warranty handling, RMA and related aftersales services provided by Ralik Enterprise.

This Policy should be read together with the:

  • Terms of Service;

  • Payment, Billing & Order Policy;

  • Return & Refund Policy;

  • Shipping & Delivery Policy;

  • applicable quotation or invoice; and

  • applicable Master Policy Pack.

Nothing in this Policy excludes or limits any right or remedy which cannot lawfully be excluded under Malaysian law.

PART A — WARRANTY STRUCTURE

1. Ralik Warranty Structure

Ralik's aftersales protection is structured in several separate layers.

Depending on the product and invoice, these may include:

Layer 1 — Initial DOA / Delivery Protection

Customers should report qualifying Dead-on-Arrival (“DOA”), transit damage, missing items or incorrect products within the initial reporting period stated in the Return & Refund Policy.

The standard initial reporting period is:

7 calendar days from delivery.

Layer 2 — 120-Day 1-to-1 Replacement Benefit

The Ralik 120-Day 1-to-1 Replacement Benefit applies only to the following eligible components supplied by Ralik:

  • RAM;

  • SSD;

  • Power Supply Unit (PSU); and

  • PC Casing.

This benefit is subject to technical verification and the conditions stated in this Policy.

For clarity, the 120-Day 1-to-1 Replacement Benefit does not apply to:

  • the entire PC;

  • CPU;

  • motherboard;

  • graphics card (GPU);

  • monitors;

  • peripherals;

  • accessories; or

  • other hardware not expressly listed above.

Layer 3 — Ralik Service Warranty

Qualifying PCs built or supplied by Ralik receive:

12 months of Ralik Service Warranty

unless a different period is expressly stated in the invoice.

The Ralik Service Warranty relates primarily to technical support, diagnosis and warranty-handling workflow.

Layer 4 — Component / Manufacturer Warranty

Individual components may continue to carry manufacturer or distributor warranty according to the period stated in the invoice.

This may apply to components including:

  • CPU;

  • motherboard;

  • RAM;

  • SSD/storage;

  • PSU;

  • GPU;

  • casing; and

  • other applicable hardware.

Certain components may carry warranty periods of several years.

Layer 5 — Extended Service

After the Ralik Service Warranty expires, Customers may continue eligible support through:

  • an available Extended Service Plan; or

  • chargeable ad-hoc technical services.

These warranty layers are separate.

A longer manufacturer/component warranty does not automatically extend every Ralik service or replacement benefit for the same period.

2. Warranty Period Stated in Invoice

The applicable component warranty period is determined primarily by the Customer's invoice.

Where the invoice states a specific warranty period for a component, that period applies subject to:

  • manufacturer/distributor warranty conditions;

  • this Policy;

  • proof of purchase; and

  • applicable Malaysian law.

Marketing references such as:

“Warranty up to 5 years”

mean that certain eligible components may carry warranty coverage of up to the stated period.

It does not mean every component or every Ralik aftersales benefit carries a 5-year warranty.

PART B — 7-DAY DOA / DELIVERY PROTECTION

3. Initial DOA / Transit Reporting Period

Customers should notify Ralik within 7 calendar days from delivery where a product:

  • arrives defective;

  • fails to operate upon initial setup;

  • is materially damaged in transit;

  • is materially different from the product ordered;

  • has missing items which should have been supplied; or

  • exhibits another issue reasonably believed to have existed at delivery.

Customers should provide where relevant:

  • invoice/order number;

  • description of the issue;

  • photographs or video;

  • photographs of packaging;

  • courier label; and

  • other reasonable information required for assessment.

4. The 7-Day Period Is Not the Entire Warranty

The 7-day reporting period is primarily intended for:

  • DOA;

  • initial defects;

  • delivery discrepancies; and

  • transit-related evidence.

It does not mean all warranty coverage ends after 7 days.

An issue arising after the initial period may remain eligible under:

  • the 120-Day 1-to-1 Replacement Benefit, where the affected component is RAM, SSD, PSU or PC Casing;

  • Ralik Service Warranty;

  • manufacturer/component warranty; or

  • applicable statutory rights.

PART C — 120-DAY 1-TO-1 REPLACEMENT BENEFIT

5. Eligible Components

The Ralik 120-Day 1-to-1 Replacement Benefit applies exclusively to:

  1. RAM;

  2. SSD;

  3. Power Supply Unit (PSU); and

  4. PC Casing.

The eligible component must have been supplied by Ralik as part of the applicable Order.

No other component is included in this contractual benefit unless expressly confirmed by Ralik in writing for the applicable Order or promotion.

6. Duration

The benefit runs for:

120 calendar days from the delivery date.

Where the actual delivery date cannot reasonably be established, Ralik may refer to:

  • invoice date;

  • collection date; or

  • another reliable transaction record.

7. Meaning of “1-to-1 Replacement”

Where Ralik verifies a qualifying hardware defect within the applicable 120-day period, Ralik may provide a 1-to-1 replacement of the affected eligible component.

For example:

  • defective RAM → qualifying RAM replacement;

  • defective SSD → qualifying SSD replacement;

  • defective PSU → qualifying PSU replacement;

  • qualifying PC Casing defect → qualifying casing replacement.

For clarity:

The 120-Day 1-to-1 Replacement Benefit does not mean replacement of the entire PC.

A defect involving CPU, motherboard, GPU or another non-eligible component will instead be handled under the applicable:

  • manufacturer/distributor warranty;

  • Ralik Service Warranty; and

  • applicable Malaysian law.

8. Technical Verification Required

The 120-Day 1-to-1 Replacement Benefit is subject to technical verification by Ralik.

Replacement is not automatically approved merely because a Customer reports that an eligible component is faulty.

Ralik may perform reasonable verification including:

  • remote troubleshooting;

  • photographs or video;

  • configuration checks;

  • diagnostic testing;

  • component isolation;

  • stress testing;

  • physical inspection; or

  • other appropriate technical tests.

The benefit applies only after Ralik reasonably verifies a qualifying defect.

9. Qualifying RAM Defects

Subject to technical verification, qualifying RAM defects may include:

  • verified memory failure;

  • reproducible memory errors;

  • failure preventing normal supported operation; or

  • another verified inherent hardware fault.

10. Qualifying SSD Defects

Subject to technical verification, qualifying SSD defects may include:

  • verified storage-device failure;

  • failure to be detected under a normal supported configuration;

  • reproducible hardware-related storage errors; or

  • another verified inherent hardware fault.

For clarity, SSD replacement does not automatically include data recovery.

11. Qualifying PSU Defects

Subject to technical verification, qualifying PSU defects may include:

  • verified power-supply failure;

  • inability to provide normal supported operation;

  • abnormal failure attributable to the PSU itself; or

  • another verified inherent hardware fault.

12. Qualifying PC Casing Defects

Subject to technical verification, qualifying PC Casing defects may include:

  • verified structural manufacturing defect;

  • defective built-in casing mechanism or fitting attributable to manufacture;

  • material manufacturing defect affecting normal use; or

  • another qualifying inherent casing defect.

The following do not ordinarily qualify as manufacturing defects:

  • scratches occurring after delivery;

  • dents caused after delivery;

  • cracked glass caused by impact;

  • misuse;

  • improper handling;

  • modification; or

  • normal cosmetic wear.

13. Replacement Specification

Where a qualifying 1-to-1 replacement is approved, Ralik will ordinarily provide:

  • the same model; or

  • the same or reasonably equivalent specification.

If the exact model is:

  • unavailable;

  • discontinued; or

  • no longer commercially obtainable,

Ralik may propose:

  • an equivalent model;

  • an equivalent or better specification; or

  • another mutually agreed solution.

Ralik will not intentionally provide a materially inferior replacement.

Where brand, model, appearance or another material characteristic differs, Customer consent will be obtained where reasonably required.

14. Non-Eligible Components

The following components do not receive the contractual Ralik 120-Day 1-to-1 Replacement Benefit unless expressly stated otherwise in writing:

  • CPU;

  • motherboard;

  • GPU / graphics card;

  • CPU cooler;

  • liquid cooler;

  • case fan unless specifically stated;

  • monitor;

  • keyboard;

  • mouse;

  • speaker;

  • networking equipment;

  • peripherals;

  • accessories; and

  • any other component not listed as eligible in Section 5.

These products may still carry their applicable:

  • manufacturer warranty;

  • distributor warranty;

  • Ralik Service Warranty support; and

  • statutory rights.

15. Conditions Not Covered by 120-Day 1-to-1 Benefit

The contractual 120-Day benefit does not ordinarily cover:

  • software problems;

  • driver issues;

  • operating-system corruption;

  • malware or viruses;

  • incorrect BIOS/settings changes;

  • third-party software incompatibility;

  • customer-requested upgrades;

  • Change of Mind;

  • accidental damage;

  • physical impact;

  • liquid damage;

  • burn damage;

  • corrosion;

  • lightning;

  • power surge;

  • unstable electrical supply;

  • misuse;

  • improper installation;

  • unauthorised modification;

  • cosmetic preference;

  • normal wear and tear; or

  • faults which cannot reasonably be reproduced or verified.

Nothing in this section removes any manufacturer warranty or statutory right which otherwise applies.

PART D — RALIK SERVICE WARRANTY

16. 12-Month Ralik Service Warranty

Ralik provides a 12-month Service Warranty for qualifying PCs built or supplied by Ralik under a Ralik-certified configuration.

Unless otherwise stated in the invoice, the Service Warranty runs for 12 months from the applicable delivery or invoice date.

The Ralik Service Warranty relates primarily to the support and service workflow.

It does not mean every hardware component receives a 12-month 1-to-1 replacement benefit.

17. Services Included

During the Ralik Service Warranty period, eligible support may include:

  • remote troubleshooting;

  • preliminary diagnosis;

  • basic configuration assistance;

  • technical triage;

  • identification of suspected component failure;

  • warranty eligibility checking;

  • guidance on warranty/RMA procedures;

  • coordination of repair or replacement;

  • packing guidance where physical return is required; and

  • reasonable aftersales communication relating to the covered PC.

Ralik's standard workflow is:

Triage → Diagnose → Verify → Repair / Replace / RMA

as applicable.

18. Remote-First Support

Ralik operates on a remote-first support model.

Where reasonably possible, technical problems will first be investigated remotely.

Customers may be requested to:

  • provide photographs/video;

  • provide error screenshots;

  • perform reasonable troubleshooting;

  • provide system information;

  • allow remote assistance where agreed; or

  • follow reasonable diagnostic instructions.

Remote-first support is intended to reduce unnecessary PC transportation and assist faster initial diagnosis.

19. Physical Inspection

Where remote troubleshooting is insufficient, Ralik may require physical inspection.

Customer may be asked to:

  • bring the PC/product to a Ralik branch; or

  • arrange/authorise courier transportation.

The applicable method will depend on:

  • Customer location;

  • nature of the issue;

  • warranty coverage; and

  • technical requirements.

PART E — RALIK-CERTIFIED CONFIGURATION

20. Support Boundary

Ralik's primary technical support applies to PCs and workstations:

  • built by Ralik;

  • supplied by Ralik; and

  • maintained substantially in a Ralik-certified configuration.

This allows Ralik to provide more consistent diagnosis and accountability for systems it supplied.

21. Third-Party Modifications and Upgrades

A Customer does not automatically lose all warranty rights merely because a third party has accessed or modified a PC.

However, where third-party modification, upgrade or repair:

  • materially changes the configuration;

  • creates compatibility issues;

  • causes or contributes to the fault;

  • prevents reliable diagnosis; or

  • affects the integrity of the original build,

Ralik may require:

  • inspection;

  • diagnosis;

  • restoration;

  • standardisation; or

  • re-certification

before continuing certain Ralik support benefits.

Reasonable charges may apply for work outside active service coverage.

An unrelated manufacturer warranty or statutory right will not be cancelled solely because of an unrelated third-party modification where such cancellation would be unlawful.

PART F — COMPONENT / MANUFACTURER WARRANTY

22. Manufacturer / Distributor Warranty

Eligible components may continue to be protected under their applicable manufacturer or distributor warranty according to the period stated in the invoice.

This applies regardless of whether the component is included in the Ralik 120-Day 1-to-1 programme.

For example, CPU, motherboard and GPU may not receive Ralik's contractual 120-Day 1-to-1 benefit but may still carry the applicable manufacturer/distributor warranty stated in the invoice.

Manufacturer claims may be subject to:

  • manufacturer testing;

  • distributor procedures;

  • serial-number verification;

  • proof of purchase;

  • stock availability;

  • repair/replacement policy; and

  • applicable manufacturer terms.

23. Manufacturer Warranty Outcome

Depending on manufacturer/distributor policy, a claim may result in:

  • repair;

  • replacement;

  • refurbished replacement;

  • service replacement;

  • equivalent replacement;

  • credit/adjustment; or

  • another applicable remedy.

Ralik does not control an independent manufacturer's or distributor's final technical decision.

During applicable Ralik Service Warranty coverage, Ralik will provide reasonable assistance with warranty handling.

24. Manufacturer RMA Timeline

Manufacturer/distributor RMA processing times may vary.

Where a claim depends on:

  • manufacturer inspection;

  • distributor approval;

  • replacement stock;

  • overseas processing;

  • parts availability; or

  • third-party logistics,

Ralik cannot guarantee an exact completion date unless expressly agreed in writing.

Ralik will provide reasonable updates where information is available.

PART G — WARRANTY EXCLUSIONS

25. Damage or Conditions Generally Outside Warranty Scope

Subject to applicable Malaysian law and relevant manufacturer terms, warranty generally does not apply to faults caused by:

  • misuse or abuse;

  • physical impact;

  • dropping;

  • liquid damage;

  • burn marks;

  • corrosion or rust;

  • unauthorised physical modification;

  • improper third-party installation;

  • incompatible third-party components;

  • pest/insect damage;

  • deliberate damage;

  • fire;

  • power surge;

  • lightning;

  • unstable electrical supply;

  • operation outside reasonable manufacturer specifications; or

  • another external cause rather than an inherent hardware defect.

26. Normal Wear and Tear

Warranty does not ordinarily cover normal deterioration arising from reasonable use.

Examples may include:

  • cosmetic wear;

  • depleted batteries;

  • worn buttons/switches;

  • fan deterioration after normal service life;

  • dust accumulation;

  • consumable items; or

  • similar maintenance-related conditions.

This remains subject to any applicable manufacturer warranty or statutory rights.

27. Software

Unless expressly included in an applicable service, warranty does not guarantee:

  • third-party software compatibility;

  • continued operation of unsupported software;

  • operation of pirated/unlicensed software;

  • protection from malware;

  • recovery from Customer configuration errors; or

  • compatibility following third-party software changes.

Ralik may nevertheless provide reasonable troubleshooting assistance where the issue relates to the supplied Ralik PC.

28. Overclocking and Unsupported Configuration

Damage arising from:

  • unsupported overclocking;

  • unsafe voltage changes;

  • unauthorised firmware modification;

  • unsupported BIOS modification; or

  • operation materially outside manufacturer specifications

may be excluded where the modification caused or contributed to the failure.

PART H — DATA RESPONSIBILITY

29. Customer Backup Responsibility

Customers should back up important data before submitting any device for:

  • diagnosis;

  • repair;

  • component replacement;

  • warranty handling;

  • operating-system work; or

  • RMA.

Technical work may involve:

  • storage replacement;

  • formatting;

  • operating-system reinstallation;

  • system reset;

  • firmware updates; or

  • other procedures affecting stored data.

Unless a separate backup/data-handling service has been expressly agreed, Ralik does not guarantee preservation or recovery of Customer data.

30. Storage Device / SSD Failure

Where a reported defect involves an SSD or another storage device, warranty replacement of the storage device is separate from data recovery.

SSD replacement does not automatically include:

  • file recovery;

  • forensic recovery;

  • migration from an unreadable SSD; or

  • professional data-recovery services.

Available data-recovery services, if any, will be quoted separately.

PART I — COURIER & LOGISTICS

31. Customers in Kelantan

Support will generally begin remotely.

Where physical inspection is necessary, Customers may be asked to:

  • bring the product to an applicable Ralik location; or

  • use another arrangement communicated by Ralik.

Onsite support, where available, remains subject to:

  • technical necessity;

  • staff availability;

  • location;

  • appointment; and

  • applicable service scope.

32. Customers Outside Kelantan

For Customers outside Kelantan, support is primarily remote-first.

Where physical inspection or repair is required, courier transportation may be used.

Reverse-pickup arrangements are subject to the Shipping & Delivery Policy.

33. Reverse Pickup Arrangement

Where applicable, Ralik may arrange reverse pickup.

The current standard arrangement is:

Reverse Pickup Arrangement Fee: RM39 (round-trip arrangement)
Optional Courier Insurance: 1% of declared value

Charges and declared value will be communicated before courier arrangement.

Responsibility for applicable logistics costs may depend on:

  • reason for return;

  • verified fault;

  • warranty status;

  • Customer location;

  • applicable service plan; and

  • Malaysian law.

34. Sabah and Sarawak

For Customers in Sabah and Sarawak, support remains remote-first.

Where physical transportation is required, Ralik may assist with courier arrangements.

Applicable shipping and insurance arrangements will be disclosed before shipment.

35. Packaging

Customers must take reasonable care when packing PCs or components for courier transportation.

Ralik strongly recommends:

  • strong outer packaging;

  • suitable foam/bubble protection;

  • internal movement protection;

  • photographs/video of the product before packing;

  • photographs of internal packaging;

  • photographs of the sealed parcel; and

  • suitable insurance for high-value products.

Ralik may photograph/video returned parcels and products during receiving/unboxing for:

  • technical assessment;

  • courier claims;

  • warranty assessment;

  • audit; and

  • dispute resolution.

PART J — WARRANTY CLAIM PROCESS

36. How to Submit a Claim

Customers should contact Ralik through an official support channel and provide:

  • Customer/company name;

  • invoice/order number;

  • product involved;

  • serial number where requested;

  • description of the issue;

  • photographs/video where relevant;

  • error messages/screenshots; and

  • other reasonable diagnostic information.

37. Claim Reference

Ralik may create a reference or ticket number for warranty/support cases.

Customers should retain the reference for follow-up.

38. Diagnosis Before Remedy

Ralik may reasonably require diagnosis before deciding whether the appropriate action is:

  • configuration correction;

  • repair;

  • eligible component 1-to-1 replacement;

  • manufacturer/distributor RMA;

  • paid repair;

  • re-certification; or

  • another appropriate solution.

A Customer's preferred remedy will be considered but is not automatically binding where another remedy is appropriate under the applicable warranty or law.

39. No Fault Found

Where Ralik cannot reproduce or verify the reported fault after reasonable testing, the case may be classified as:

No Fault Found (“NFF”).

Ralik may:

  • return the product;

  • continue monitoring;

  • request further evidence; or

  • suggest additional diagnostic steps.

Where extensive diagnosis falls outside active service coverage, reasonable diagnostic or handling charges may apply if disclosed beforehand.

40. Proof of Purchase

Warranty claims should normally be supported by:

  • Ralik invoice;

  • Order number; or

  • another Ralik record reasonably establishing the transaction.

Where the Customer cannot provide an invoice, Ralik may attempt to locate the transaction through its records but cannot guarantee that an unidentified historical transaction can be verified.

PART K — REPLACEMENT PRODUCTS & COMPONENTS

41. Ralik 120-Day Replacement Components

For an approved Ralik 120-Day 1-to-1 claim involving:

  • RAM;

  • SSD;

  • PSU; or

  • PC Casing,

Ralik will ordinarily provide the same or reasonably equivalent qualifying component subject to availability.

The replacement benefit does not extend to the entire PC.

42. Manufacturer / Distributor Replacement

A replacement provided through manufacturer/distributor RMA may, depending on their policy, be:

  • new;

  • service replacement;

  • refurbished;

  • equivalent; or

  • another authorised replacement.

Manufacturer/distributor RMA replacements remain subject to the relevant third-party warranty policy.

43. Warranty After Replacement

A replacement does not reduce any non-excludable statutory right applicable to the replacement product.

The remaining contractual warranty status may depend on:

  • remaining original Ralik coverage;

  • type of replacement programme;

  • manufacturer/distributor terms; and

  • applicable law.

Ralik may confirm remaining warranty status where reasonably necessary.

PART L — EXTENDED SERVICE

44. After the 12-Month Ralik Service Warranty

Expiry of the 12-month Ralik Service Warranty does not automatically mean component/manufacturer warranties have expired.

A Customer may still request assistance with an active component warranty.

However, after the Ralik Service Warranty expires, services such as:

  • diagnosis;

  • labour;

  • warranty handling;

  • packing assistance;

  • courier administration;

  • priority support; or

  • other technical work

may be chargeable unless covered by an active Extended Service Plan.

45. Extended Service Plan

Where available, Customers may purchase or renew an Extended Service Plan for continued support benefits.

Extended Service relates to service continuity.

It does not mean that an original manufacturer warranty is automatically extended unless expressly stated.

PART M — BUSINESS CUSTOMERS

46. Business and Corporate Support

For Business Customers, Ralik may separately offer:

  • priority support;

  • scheduled support;

  • fleet/device support;

  • onsite arrangements;

  • service-level commitments;

  • loan/spare-unit arrangements; or

  • other commercial support plans.

Any guaranteed:

  • response time;

  • repair time;

  • uptime;

  • loan unit; or

  • Service Level Agreement (“SLA”)

applies only where expressly agreed in writing.

The standard Ralik Service Warranty is not an SLA or uptime guarantee.

47. Business Continuity

Business Customers remain responsible for maintaining appropriate business-continuity measures including where relevant:

  • backups;

  • spare devices;

  • redundant systems;

  • suitable power protection; and

  • contingency arrangements.

Standard warranty support does not guarantee uninterrupted business operation.

PART N — CUSTOMER RESPONSIBILITIES & SUPPORT CONDUCT

48. Reasonable Access and Cooperation

Customers must provide reasonable cooperation required for diagnosis and resolution.

Ralik may be unable to progress a claim where a Customer:

  • refuses reasonable diagnostic steps;

  • withholds the affected product;

  • fails to provide sufficient information;

  • prevents necessary inspection; or

  • materially alters the product before diagnosis.

49. Abuse of Support

Ralik may take reasonable steps to protect staff and operations against:

  • fraudulent warranty claims;

  • falsified evidence;

  • intentional product damage;

  • abusive or threatening conduct;

  • repeated misuse of support processes; or

  • attempts to obtain benefits unrelated to a genuine claim.

This does not remove legitimate warranty or statutory rights.

PART O — RELATIONSHIP WITH OTHER POLICIES

50. Return & Refund Policy

The Return & Refund Policy primarily governs:

  • Change-of-Mind returns;

  • initial Product Returns;

  • DOA/delivery reporting;

  • approved product-return refunds; and

  • exchange procedures.

This Warranty & Aftersales Policy primarily governs:

  • technical support;

  • warranty assessment;

  • 120-Day 1-to-1 Replacement for eligible RAM, SSD, PSU and PC Casing only;

  • 12-Month Ralik Service Warranty;

  • manufacturer/distributor warranty;

  • repair;

  • RMA; and

  • extended support.

51. Shipping & Delivery Policy

Courier and transportation arrangements associated with aftersales matters are subject to the Shipping & Delivery Policy.

52. Payment, Billing & Order Policy

Any fee, billing, duplicate payment, overpayment, refund or other payment-error matter is subject to the Payment, Billing & Order Policy where applicable.

PART P — POLICY ADMINISTRATION

53. Policy Version

The version of this Policy in force when the relevant Order is accepted will generally govern Ralik's contractual warranty and aftersales benefits for that Order.

A later amendment will not retrospectively remove an accrued contractual or statutory right unless:

  • required by law;

  • agreed by the parties; or

  • the change is administrative/procedural and does not materially reduce an existing right.

54. Malaysian Law

This Policy is governed by Malaysian law.

Nothing in this Policy excludes, restricts or modifies a statutory guarantee, remedy or right which cannot lawfully be excluded.

Where applicable Malaysian law provides a remedy beyond the contractual warranty described in this Policy, the applicable statutory requirement will prevail.

55. Contact

For warranty and aftersales support:

Ralik Enterprise
PT820 Tingkat 2, Jalan Long Yunus
Pengkalan Chepa
15400 Kota Bharu
Kelantan, Malaysia

Telephone / WhatsApp: 011-2575 5989
Email: ralikdotmy@gmail.com
Website: www.ralik.my