Narwal Policies

Policies Review

NARWAL MALAYSIA COMPLIANCE & LOGISTICS POLICIES

Effective Date: July 2026
Issued by: Narwal Malaysia Legal & Compliance Department
Status: Official Execution Master File

PART I: NARWAL MALAYSIA LIMITED WARRANTY POLICY

IMPORTANT NOTICE TO CONSUMERS: This Limited Warranty is a voluntary manufacturer’s warranty provided by Narwal Malaysia (“We”, “Our”, “Us”). In accordance with the Malaysian Consumer Protection Act 1999 (CPA), this policy provides specific legal rights and protections to the company and authorized buyers, without prejudice to statutory rights mandatory under Malaysian federal law. This policy applies strictly and exclusively to official Malaysian market variants distributed through Narwal Malaysia or its officially authorized retail and dealer networks within Malaysia.

1. Warranty Period & Coverage Matrix (2-Year Limited Warranty)
Narwal Malaysia warrants that the hardware components of the Narwal Product shall be free from defects in materials and workmanship under normal household use. To prevent ambiguous interpretations and fraudulent claims, a strict component-based warranty matrix is enforced as follows:

Component Category	Specific Parts Covered	Warranty Duration	Status / Condition
Core Machinery Big Items	Mainboard (PCBA), LiDAR/Laser Distance Sensors, Main Vacuum Suction Motor.	2 Years (24 Months)	Limited to factory defects only. Excludes liquid damage to mainboard.
Power Cell	Rechargeable Lithium-Ion Battery Pack.	1 Year (12 Months)	Strictly capped at 12 months due to high-temperature tropical degradation. Normal capacity decay is excluded.
Base Station Parts	Base station motherboard, built-in water pumps, heating elements, display screens.	1 Year (12 Months)	Excludes chemical corrosion or mineral clogging due to unauthorized detergents or local hard water.
Degradation & Consumable Items	Main roller brushes, side brushes, HEPA filters, mopping pads, water tank rubber seals, wheels, cleaning tools.	0 Months (NO WARRANTY)	Classified as standard wearable parts subject to ongoing usage wear and tear. Replacement must be purchased.

Note: Any parts repaired or replaced under warranty will only inherit the remaining duration of the original warranty period and will not trigger any extension or reset of the warranty calendar.

2.Grey Market & Unauthorized Imports Kill-Switch

STRICT ENFORCEMENT AGAINST PARALLEL IMPORTS:

Narwal Malaysia maintains a zero-tolerance policy against unauthorized parallel imports (“Grey Market” units, including but not limited to China Domestic/Mainland models, region-locked units, or variants sold by unauthorized third-party cross-border sellers on Shopee, Lazada, or other platforms).

SIRIM Compliance Requirement: Any product that does not bear a valid Malaysian SIRIM certification label and cannot be verified via a local authorized Serial Number (S/N) registered in the Narwal Malaysia database is legally classified as an unauthorized, non-compliant import.
Total Service Denied: Narwal Malaysia and its authorized service channels will REJECT all service requests for grey market units. This includes a total ban on: Free or paid technical support; Out-of-warranty paid repairs (We will NOT accept paid repairs for non-SIRIM units); The individual sale of official Malaysian localized replacement parts and localized customized consumables (e.g., Malaysian formulation cleaning solutions).

3.Logistics, Courier & Pickup Fee Policy

To manage operational overhead and prevent logistics cost spikes, Narwal Malaysia enforces a strict user-borne shipping cost model:

Self-Walk-In Option: Customers are fully permitted and encouraged to personally hand-deliver and collect their products to/from any official Narwal Concept Store or designated Narwal Malaysia Authorized Service Centers at zero administrative cost.
Courier/Delivery Fees: If a customer opts for or requires courier transportation for warranty assessments:
West Malaysia (Peninsular): All pickup, courier, delivery, and return freight charges shall be strictly borne by the user. Narwal Malaysia is not liable for transport costs.
East Malaysia (Sabah & Sarawak): Due to heavy trans-oceanic freight overheads, East Malaysian users must fully bear all cross-border/air-freight logistics fees, customs handling, and local delivery charges both to and from our central service center.

4.Absolute Warranty Exclusions (Malaysian Localization)

To protect the company from local environmental hazards and user negligence, the warranty shall be rendered IMMEDIATELY VOID under the following scenarios:

a) Chemical/Detergent Violation: The use of any non-Narwal official authorized cleaning solutions, or any third-party household chemicals (including but not limited to Dettol, Dynamo, bleach, dishwashing soap, or industrial disinfectants) inside the clean water tank or dirty water tank. Non-official fluids cause permanent corrosion to the electrolysis module and internal water pumps; hence, any such trace voids the entire device warranty instantly.
b) Unauthorized Plumbing Modification: For models equipped with automatic water inlet and outlet systems (Automatic Hookup Kits), the system must be installed by an authorized Narwal technician or designated certified partner. Any self-installation or engagement of external non-certified local plumbers that results in water pressure bursts, structural leakage, or internal water flooding of the base station/robot will result in absolute warranty cancellation. Narwal Malaysia disclaims all liability for third-party property damage.
c) Water Quality Degradation: Blockages, scaling, or mechanical failure of the fluid pipelines caused by local hard water (high mineral/sand content) without utilizing appropriate filtration or official maintenance guidelines.
d) Network & Environmental Factors: Device inoperability triggered by inconsistent, weak, or unstable local ISPs (e.g., Unifi, Maxis, Time 2.4GHz/5GHz router band conflicts) or home smart network dropouts.
e) Commercial/Non-Household Exploitation: Use of the device in commercial, industrial, or non-household environments, including cleaning heavy construction dust, white ash, sand, chemical residues, or metal microparticles.

5.Absolute Warranty Exclusions (Malaysian Localization)

TO THE MAXIMUM EXTENT PERMITTED BY THE MALAYSIAN CONSUMER PROTECTION ACT 1999, THIS POLICY CONSTITUTES THE SOLE REMEDY FOR THE CUSTOMER AND THE ENTIRE LIABILITY OF NARWAL MALAYSIA. NARWAL MALAYSIA SHALL NOT BE HELD LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF TIME, LOSS OF PROFITS, BUSINESS INTERRUPTION, OR PROPERTY DAMAGE RESULTING FROM PRODUCT MALFUNCTION. IN ALL CIRCUMSTANCES, THE TOTAL CUMULATIVE LIABILITY OF THE COMPANY SHALL NEVER EXCEED THE ORIGINAL PURCHASE VALUE OF THE HARDWARE UNIT RETAILED.

NARWAL MALAYSIA PERSONAL DATA PROTECTION & PRIVACY POLICY

Last Updated & Effective: July 2026
Issued by: Narwal Malaysia Legal & Compliance Department
Statutory Framework: Malaysia Personal Data Protection Act 2010 (PDPA)
Status: Final Standalone Operational Release

INTRODUCTION

Narwal Malaysia (“the Company”, “We”, “Our”, “Us”) respects your privacy and is committed to protecting your personal data in strict compliance with the Malaysian Personal Data Protection Act 2010 (PDPA). This Privacy Policy describes and governs the collection, processing, usage, maintenance, storage, security, and cross-border transfer of personal data obtained through your interactions with Narwal Malaysia, including the Narwal Official Website, mobile applications (the “Narwal App”), and our officially authorized retail, dealer, and customer service channels within Malaysia.

This Privacy Policy is incorporated into and is subject to the Terms of Use for our products and services you use in Malaysia. By accessing our Website, registering a Narwal User Account, or connecting any Narwal hardware device to the Narwal App, you acknowledge that you have read, understood, and explicitly agree to the data collection and processing practices detailed in this policy.

1.CATEGORIES OF PERSONAL DATA WE COLLECT

In alignment with the data minimization principles of the PDPA 2010, Narwal Malaysia collects personal data directly from you, automatically through your device interactions, or via authorized third-party channels strictly necessary to perform our services:

Account & Profile Data: Username, email address, localized phone number, password, and optional demographic details (e.g., gender, avatar profile photo) provided during the account creation process.
Contact & Fulfillment Data: Full name, shipping address, billing address, contact phone number, and invoice details provided when placing orders or coordinating with customer support for logistics and warranty fulfillment.
Secured Payment Data: Bank account numbers, credit card, or debit card tokens processed via officially certified local payment gateways (strictly localized for direct commercial transaction verification or customer refund coordination).
Network Connection Data: IP addresses, device MAC addresses, Device S/N (Serial Number), Device ID, Wi-Fi SSID, network log files, and Bluetooth handshake parameters required to bind the hardware to your localized App.

2.IOT HARDWARE, CAMERA & SPATIAL MAP DATA (PRIVACY ABSOLUTE DEFENSE)

CRITICAL LEGAL DISCLAIMER REGARDING CAMERA & RADAR SYSTEMS:
To achieve high-precision obstacle avoidance, spatial localized modeling, and authorized remote video monitoring, specialized Narwal IoT devices (such as the Freo Series) utilize built-in High-Definition Cameras and LiDAR (Laser Distance Sensors). Narwal Malaysia enforces a zero-cloud-interception architecture to protect residential and domestic privacy:

Local Processing Architecture: All real-time video streams, local photography, and spatial environment imagery captured by the robot’s built-in optical camera are processed and encrypted strictly LOCALLY on the hardware unit and the user’s localized App. Narwal Malaysia does NOT capture, intercept, stream, view, or store any raw household environment images or live videos on corporate cloud servers.
User-Initiated Activation & Risk Assumption: Advanced features (e.g., Live Photos, Live Remote View) require intentional, manual, and affirmative activation by the user inside the App. By enabling these features, the user explicitly acknowledges and accepts all associated risks regarding residential privacy exposure. It is the user’s sole legal responsibility to notify and obtain prior consent from all household members, cohabitants, or visitors before operating camera-enabled devices in private spaces. Narwal Malaysia disclaims all liability for unauthorized recording disputes within private premises.
Wi-Fi Password Security: Your home Wi-Fi password is encrypted and stored strictly locally within the hardware robot device and App for automated network handshake; it is NEVER uploaded to our cloud servers.

3.MALAYSIAN PDPA INTERNATIONAL DATA TRANSFER DISCLOSURE

COMPLIANCE UNDER SECTION 129 OF THE PDPA 2010:
To ensure seamless cloud server responsiveness, multi-device ecosystem synchronization, continuous Over-The-Air (OTA) firmware stability, and localized legal customer support, you explicitly understand and consent that personal data and system telemetry collected from Malaysian operations will be transferred outside of Malaysia. Data is primarily hosted on secure international cloud structures, including but not limited to our centralized cloud infrastructure located in Singapore and our centralized global technical systems in Shenzhen, China.

Narwal Malaysia enforces strict data transfer agreements and technical encryption protocols (AES-256) with our overseas corporate parents and cloud vendors, ensuring that your personal data receives a level of protection equivalent to or higher than the data protection standards required under the Malaysian PDPA 2010. By creating an account or registering a device with Narwal Malaysia, you grant your explicit, voluntary, and irrevocable consent to such cross-border data transfers.

4.LAWFUL PURPOSES OF DATA PROCESSING

We process your personal data strictly for the following lawful commercial purposes under the PDPA framework:

To activate and manage your Narwal Account and verify your hardware machine ownership.
To execute logistics shipping, delivery fulfillment, and provide out-of-warranty or limited warranty repair services.
To analyze usage trends, push mandatory OTA firmware upgrades, and optimize robotic cleaning efficiency.
To detect, intercept, and prevent commercial fraud, technical exploitation, and malicious grey-market warranty claims.
To comply with federal tax laws, data retention mandates, and enforceable government/court subpoenas.

5.YOUR LEGAL RIGHTS UNDER THE MALAYSIAN PDPA

Under the PDPA 2010, Malaysian consumers possess distinct statutory rights regarding their personal data, which can be exercised via formal written request to our Data Protection Officer (DPO):

Right of Access (Section 30): You have the right to request a copy of the personal data Narwal Malaysia holds about you upon payment of a prescribed administrative fee.
Right of Correction (Section 34): You have the right to request the rectification, modification, or update of any inaccurate, incomplete, misleading, or outdated personal data.
Right to Withdraw Consent (Section 38): You may withdraw your consent for the ongoing collection or processing of your data at any time (e.g., via canceling device authorization or account deletion inside the App). Please note that withdrawing consent will immediately terminate your access to intelligent App controls, maps, and cloud features.
Right to Prevent Marketing (Section 43): You have the right to request Narwal Malaysia to stop processing your personal data for direct marketing or promotional communication purposes.

6.CORPORATE CONTACT & DATA PROTECTION OFFICER (DPO)

For any inquiries, data access requests, correction requests, or privacy-related complaints regarding this policy or our data management practices, please contact our localized compliance team directly:

Mailing Address / Local Hub: Narwal Malaysia Customer Service & Authorized Hub, Kuala Lumpur, Malaysia.
Attn: Legal & Compliance Department / Data Protection Officer
Official Compliance Email: privacy@narwal.com

NARWAL MALAYSIA RETURN & REFUND POLICY

Effective Date: July 2026
Issued by: Narwal Malaysia Legal & Operations Department
Statutory Framework: Malaysian Consumer Protection Act 1999 (CPA) & Consumer Protection (Electronic Trade Transactions) Regulations 2012
Status: Standalone Official Return Release

IMPORTANT NOTICE

By placing an order or making a purchase of any Narwal product at the Narwal Malaysia official website or official self-operated flagship channels, you explicitly agree to the terms set forth below, alongside Narwal Malaysia’s Privacy Policy and Terms and Conditions. This policy is structured in strict alignment with the Malaysian Consumer Protection Act 1999 (CPA) to enforce business rights while ensuring statutory baseline compliance.

For products purchased through authorized third-party brick-and-mortar dealer networks (e.g., Harvey Norman, Senheng) or unauthorized parallel channels, Narwal Malaysia will NOT process direct return or refund actions. Customers must interface directly with their respective place of purchase subject to that retailer’s commercial return frameworks.

1.STANDARD 7-DAY RETURN WINDOW & CONDITIONAL ELIGIBILITY

ABSOLUTE CRITICAL REVISION FROM GLOBAL TEMPLATE:
The global 30-day ‘satisfaction trial window’ is strictly INVALID within the territory of Malaysia due to tropical operational wear, regional logistics overhead, and high capital depreciation risks of water-circuit machinery. Narwal Malaysia enforces a strict 7-Day Return and Refund Window from the confirmed date of product delivery, conditional upon the following legal parameters:

Pristine Resalable Condition: The core machine and base station must be entirely UNUSED, free from cosmetic scratches, water residue, or debris. Accessories (including brushes, filters, pads, and cleaning fluid seals) must remain completely factory-sealed and un-deployed.
Original Complete Packaging: The product must be secured in its original inner molds and structural external boxing. Missing original box packaging will result in an immediate forfeiture of return eligibility.
Regional Restriction: Products are strictly non-returnable cross-border. Only official Malaysian market models purchased within local territory qualify.

2.RETURN FREIGHT COSTS & RESTOCKING PENALTIES

Change of Mind / Personal Reasons: Returns initiated due to buyer’s remorse, aesthetic preference shifts, or localized smart router band incompatibilities are classified as non-quality returns. The user is entirely liable to arrange and finance the courier logistics return to our centralized depot.
Mandatory Restocking Deductions: All change-of-mind returns are subject to a mandatory 10% Depreciation & Restocking Fee based on the gross transaction invoice value, which will be deducted non-negotiably prior to refund disbursement to offset automated diagnostic and repackaging operations.
Confirmed Factory Defect Exemption: If a device fails verification during out-of-box setup due to validated manufacturing defects within the first 7 days, Narwal Malaysia will issue an official pre-paid consignment note or dispatch localized courier pickup at our cost.

3.OFFICIAL LOGISTICAL RETURN PROCEDURE

To protect against commercial fraud and trace chain-of-custody, returns must adhere to this structured operational pathway:

Prior Mandatory Authorization: Customers MUST contact the localized Narwal Malaysia Customer Service desk via official email. Unauthorized walk-ins or unvetted shipments routed blindly to any depot will be legally rejected at the receiver’s dock, and all associated drop fees or loss liabilities will fall solely on the consumer.
Required Validation Inclusions: The physical package must securely enclose the original warranty layout card, matching Serial Number (S/N) records, and the official localized digital transaction invoice/receipt showing clearly the billing data.
Courier Mandate & Tracking: For the safety of high-value machinery, consumers executing returns are restricted to verified local signature-based couriers (e.g., DHL eCommerce, J&T Cargo, GDEX). The consumer must provide the digital tracking manifest link to customer service within 24 hours of dispatch. Cash on Delivery (COD) returns are strictly prohibited.

4.REFUND DISBURSEMENT TIMELINE

Upon safe receipt of the physical asset at our central fulfillment warehouse, our technical engineers will execute an automated inspection within 3-5 business days to confirm serial match and item compliance. Once passed, the financial ledger release will be processed into the original payment instrument (e.g., local credit card provider, FPX bank gateway) within approximately 7-14 business days. Processing banks or payment terminal service groups may have localized clearing cycles outside of our operational domain.

5.ANTI-COMMERCIAL RESALE & B2B LOCKOUT

Narwal Malaysia direct-to-consumer digital channels cater strictly to end-user retail shoppers for private household use. We reserve an absolute, non-appealable commercial right to summarily cancel or blacklist any active order, account structure, or fulfillment pathway if our internal fraud mitigation analytics flag volume purchasing, drop-shipping traits, localized retail exploitation, or parallel market hoarding vectors intended for unauthorized commercial B2B resale.

NARWAL MALAYSIA COOKIE POLICY

Last Updated & Effective: July 2026
Issued by: Narwal Malaysia Legal & Compliance Department
Statutory Framework: Malaysia Personal Data Protection Act 2010 (PDPA)
Status: Standalone Official Cookie Policy Release

INTRODUCTION

Narwal Malaysia (“the Company”, “We”, “Our”, “Us”) utilizes cookies and other similar web tracking technologies (collectively, “Cookies”) on our official localized websites and digital service platforms. This Cookie Policy explains how we use Cookies in full alignment with the statutory requirements of the Malaysian Personal Data Protection Act 2010 (PDPA).

This Cookie Policy applies to all visitors accessing our services within Malaysia. This policy operates in conjunction with, and is subject to, the Narwal Malaysia Personal Data Protection & Privacy Policy.

1. WHAT ARE COOKIES?

Cookies are small alphanumeric text files downloaded to your internet-enabled computer or mobile device when you browse our platforms. Cookies are returned to our tracking infrastructure on subsequent visits to recognize your active browser environment, remember regional localized options, and securely manage your shopping carts.

2. CATEGORIES OF COOKIES USED BY NARWAL MALAYSIA

To protect consumer boundaries under the PDPA, we break down our active Cookie arrays as follows:

Strictly Necessary (Essential) Cookies: Absolutely critical to navigate our secure transactional payment networks and maintain digital shopping carts. These cannot be deactivated as they provide baseline platform functionality.
Analytical / Performance Cookies: Collect non-identifying telemetry regarding visitor traffic distribution and localized error outputs. We process this data on an aggregated level strictly to optimize website stability and load speed.
Functionality Preferences Cookies: Allow our platforms to remember persistent user configurations chosen locally, such as language filters, font scale adaptations, or state-level shipping destinations within Malaysia.
Targeting / Advertising Cookies: Deployed to measure marketing campaign efficiency and serve product reminders aligned with your tech preferences. These tags share non-sensitive metrics with verified third-party promotional networks under strict confidential boundaries.

3. USER CONSENT & INTERACTIVE PREFERENCE CONTROL

In accordance with Malaysian data standards, non-essential cookies (Analytics, Functional, and Marketing tags) require active user authorization. Visitors can modify or revoke their preferences at any time by utilizing the Cookie Settings overlay banner positioned at the baseline interface of our website.

4. STATUTORY COMPLIANCE & INTERNATIONAL COMPARISONS

ABSOLUTE DATA REVISION FROM GLOBAL MASTER TEMPLATE:
The original global boilerplate references to the United States (such as Delaware corporate registries, US State privacy laws, California CPRA opt-outs, or US Individual Redress Principles) are completely NON-APPLICABLE and legally void within this localized domain. This standalone operational architecture is audited solely against the data retention parameters of the Malaysian PDPA 2010.

5. CORPORATE INQUIRIES

For direct tracking clarifications or to verify localized data handling systems, address your written correspondence to our regional legal team at privacy@narwal.com.

NARWAL MALAYSIA WEBSITE TERMS OF USE (TOU)

Last Updated & Effective: July 2026
Issued by: Narwal Malaysia Legal & Compliance Department
Statutory Framework: Malaysian Consumer Protection Act 1999 (CPA) & Consumer Protection (Electronic Trade Transactions) Regulations 2012
Status: Standalone Official E-Commerce Operational Release

IMPORTANT NOTICE: READ BEFORE BROWSING OR PURCHASING

This Terms of Use (“TOU”) represents a legally binding commercial agreement between you (the “User”) and Narwal Malaysia (“We”, “Our”, “Us”). By accessing, browsing, interacting with, or making any commercial hardware purchases on this official localized website (the “Website”), you explicitly represent that you are AT LEAST 18 YEARS OLD or have attained the legal age of majority under Malaysian law, possess full civil capacity, and completely accept all terms and conditions set forth herein.

IF YOU DO NOT UNDERSTAND, AGREE TO, OR WISH TO BE BOUND BY ANY PART OF THIS TOU, YOU MUST IMMEDIATELY CEASE ALL USE OF THIS WEBSITE.

Narwal Malaysia reserves the right, at its sole operational discretion, to amend, update, or overhaul any portion of this TOU at any time by posting the revised text onto this page. Your continued use of the Website, placement of electronic orders, or engagement with localized services post-update constitutes permanent, unconditional acceptance of any and all amendments.

1.USE OF WEBSITE MATERIALS & INTELLECTUAL PROPERTY

All source code, user interfaces, stylistic designs, thematic layouts, descriptive text, high-definition graphics, promotional visual configurations, and technical databases incorporated into this Website (collectively, “Materials”) are the exclusive intellectual property of Narwal Malaysia and its global corporate licensors. The Materials are protected under the Malaysian Copyright Act 1987, the Malaysian Trademarks Act 2019, and relevant international intellectual property treaties.

Limited Personal License: Narwal Malaysia grants you a restrictive, non-exclusive, non-transferable, revocable license to access and download single copies of the Materials strictly for private, non-commercial household evaluation.
Prohibited Scraping & Mirroring: You are strictly prohibited from utilizing any automated data extraction tools (including deep-linking, page-scraping, data-mining, “robots”, “spiders”, or any equivalent algorithmic scraping methodology) to monitor, duplicate, or harvest our Materials.

2.CORRECTION OF MATERIAL ERRORS & ORDER CANCELLATION RIGHTS

While Narwal Malaysia makes reasonable efforts to ensure digital accuracy, we do not warrant that product descriptions, pricing modules, inventory status representations, or installation guides listed under the Materials are completely error-free, uninterrupted, or current.

In strict compliance with the Consumer Protection (Electronic Trade Transactions) Regulations 2012, Narwal Malaysia reserves an absolute corporate right, without prior notice and at any stage of order fulfillment, to correct clerical errors, pricing discrepancies, or inventory omissions. We maintain the full legal right to SUMMARY CONTRACT REFUSAL OR CANCELLATION on any submitted electronic orders containing errors, regardless of whether the order has been digitally confirmed or your payment gateway has been charged.

3.THIRD-PARTY LINKS & INDEPENDENT PLATFORMS

Any hyperlinks displayed on this Website directing users to external digital environments or alternative service vendors are provided solely for user convenience. Narwal Malaysia exercises zero administrative control over, and assumes no liability for, the transactional privacy standards, content accuracy, or localized liabilities of independent third-party domains.

4.USER-GENERATED CONTENT & ANTI-FRAUD PROHIBITIONS

For any text comments, community feedback, uploaded troubleshooting unboxing videos, or interaction inputs you transmit via our user modules (“User Content”), you grant Narwal Malaysia an irrevocable, royalty-free, perpetual, and fully sublicensable right to utilize, modify, adapt, publish, and redistribute such content globally for business optimization or marketing development.

5.COMPLETE DISCLAIMER OF WARRANTY FOR THE WEBSITE

TO THE MAXIMUM EXTENT PERMITTED BY THE MALAYSIAN CONSUMER PROTECTION ACT 1999 (CPA), THIS WEBSITE AND ALL INTEGRATED MATERIALS ARE PROVIDED ON AN “AS-IS” AND “AS-AVAILABLE” BASIS WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES.

6.TOTAL LIMITATION OF WEBSITE LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE MALAYSIAN LAW, NARWAL MALAYSIA AND ITS CORPORATE DIRECTORS, EMPLOYEES, AND DISTRIBUTOR AFFILIATES SHALL NOT BE LIABLE UNDER ANY LEGAL THEORY (CONTRACT, TORT, OR OTHERWISE) FOR ANY DIRECT, INDIRECT, INCIDENTAL, STATUTORY, OR CONSEQUENTIAL DAMAGES.

7.PURCHASE COMPLIANCE & TERRITORIAL RESTRICTIONS

DTC Consumer Limitation Only: Purchases executed via this Website are strictly restricted to end-user retail consumers intended for private household utility. Commercial resale, corporate wholesaling, parallel export manipulation, or unauthorized dealer arbitrage without our master distribution agreement is strictly illegal.
Malaysian Territorial Logistics Boundary: Product purchasing and physical order dispatch are restricted exclusively to defined zones within Malaysia. Delivery allocations adhere strictly to our localized Shipping Policy.
Payment & Title Gateways: Acceptable payment methods include localized credit/debit card instruments (Visa, MasterCard), FPX Online Banking, and officially authorized local digital wallets or Buy-Now-Pay-Later (BNPL) structures embedded at our checkout interface. Risk of loss passes from the exact second the product leaves our warehouses.

8.GOVERNING LAW & LOCAL DISPUTE RESOLUTION (TTPM FRAMEWORK)

Governing Law: This TOU, alongside all transactional disputes, order cancellations, and localized hardware purchase claims, shall be exclusively interpreted and governed by the Laws of Malaysia.
Jurisdiction (Tribunal for Consumer Claims): If amicable settlement fails, all consumer-related disputes, statutory breach allegations, or purchase complaints within the statutory limit shall be submitted to the exclusive jurisdiction of the Malaysian Tribunal for Consumer Claims (Tribunal Tuntutan Pengguna Malaysia – TTPM) under the Ministry of Domestic Trade and Cost of Living (KPDN).

NARWAL MALAYSIA LIMITED WARRANTY POLICY

Effective Date: July 2026

Issued by: Narwal Malaysia Legal & Compliance Department

1.WARRANTY PERIOD & COVERAGE MATRIX (2-YEAR LIMITED WARRANTY)

Narwal Malaysia warrants that the hardware components of the Narwal Product shall be free from defects in materials and workmanship under normal household use. To prevent ambiguous interpretations and fraudulent claims, a strict component-based warranty matrix is enforced as follows:

Component Category	Specific Parts Covered	Warranty Duration	Status / Condition
Core Machinery Big Items	Mainboard (PCBA), LiDAR/Laser Distance Sensors, Main Vacuum Suction Motor.	2 Years (24 Months)	Limited to factory defects only. Excludes liquid damage to mainboard.
Power Cell	Rechargeable Lithium-Ion Battery Pack.	1 Year (12 Months)	Strictly capped at 12 months due to high-temperature tropical degradation. Normal capacity decay is excluded.
Base Station Parts	Base station motherboard, built-in water pumps, heating elements, display screens.	1 Year (12 Months)	Excludes chemical corrosion or mineral clogging due to unauthorized detergents or local hard water.
Degradation & Consumable Items	Main roller brushes, side brushes, HEPA filters, mopping pads, water tank rubber seals, wheels, cleaning tools.	0 Months (NO WARRANTY)	Classified as standard wearable parts subject to ongoing usage wear and tear. Replacement must be purchased.

Note: Any parts repaired or replaced under warranty will only inherit the remaining duration of the original warranty period and will not trigger any extension or reset of the warranty calendar.

2.GREY MARKET & UNAUTHORIZED IMPORTS KILL-SWITCH

STRICT ENFORCEMENT AGAINST PARALLEL IMPORTS:

SIRIM Compliance Requirement: Any product that does not bear a valid Malaysian SIRIM certification label and cannot be verified via a local authorized Serial Number (S/N) registered in the Narwal Malaysia database is legally classified as an unauthorized, non-compliant import.
Total Service Denied: Narwal Malaysia and its authorized service channels will REJECT all service requests for grey market units. This includes a total ban on:
- Free or paid technical support;
- Out-of-warranty paid repairs (We will NOT accept paid repairs for non-SIRIM units);
- The individual sale of official Malaysian localized replacement parts and localized customized consumables (e.g., Malaysian formulation cleaning solutions).

3.LOGISTICS, COURIER & PICKUP FEE POLICY

To manage operational overhead and prevent logistics cost spikes, Narwal Malaysia enforces a strict user-borne shipping cost model:

Self-Walk-In Option: Customers are fully permitted and encouraged to personally hand-deliver and collect their products to/from any official Narwal Concept Store or designated Narwal Malaysia Authorized Service Centers at zero administrative cost.
Courier/Delivery Fees: If a customer opts for or requires courier transportation for warranty assessments:
- West Malaysia (Peninsular): All pickup, courier, delivery, and return freight charges shall be strictly borne by the user. Narwal Malaysia is not liable for transport costs.
- East Malaysia (Sabah & Sarawak): Due to heavy trans-oceanic freight overheads, East Malaysian users must fully bear all cross-border/air-freight logistics fees, customs handling, and local delivery charges both to and from our central service center.

4.ABSOLUTE WARRANTY EXCLUSIONS (MALAYSIAN LOCALIZATION)

To protect the company from local environmental hazards and user negligence, the warranty shall be rendered IMMEDIATELY VOID under the following scenarios:

Chemical/Detergent Violation: The use of any non-Narwal official authorized cleaning solutions, or any third-party household chemicals (including but not limited to Dettol, Dynamo, bleach, dishwashing soap, or industrial disinfectants) inside the clean water tank or dirty water tank. Non-official fluids cause permanent corrosion to the electrolysis module and internal water pumps; hence, any such trace voids the entire device warranty instantly.
Unauthorized Plumbing Modification: For models equipped with automatic water inlet and outlet systems (Automatic Hookup Kits), the system must be installed by an authorized Narwal technician or designated certified partner. Any self-installation or engagement of external non-certified local plumbers that results in water pressure bursts, structural leakage, or internal water flooding of the base station/robot will result in absolute warranty cancellation. Narwal Malaysia disclaims all liability for third-party property damage.
Water Quality Degradation: Blockages, scaling, or mechanical failure of the fluid pipelines caused by local hard water (high mineral/sand content) without utilizing appropriate filtration or official maintenance guidelines.
Network & Environmental Factors: Device inoperability triggered by inconsistent, weak, or unstable local ISPs (e.g., Unifi, Maxis, Time 2.4GHz/5GHz router band conflicts) or home smart network dropouts.

Commercial/Non-Household Exploitation: Use of the device in commercial, industrial, or non-household environments, including cleaning heavy construction dust, white ash, sand, chemical residues, or metal microparticles.

5.LIMITATION OF LIABILITY

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