Caveman OS Sdn Bhd Warranty Policy

Dear Customer,

Caveman OS Sdn Bhd sincerely appreciates your purchase. We are committed to providing high-quality products with reliable performance, subject to proper use in accordance with the instructions outlined in the user manual.

Policy Scope & Regional Limits

Please note that warranty obligations are country-specific and retailer-specific.

Caveman OS Sdn Bhd does not provide a global (worldwide) warranty. Warranty coverage may vary depending on the country of purchase and the applicable brand warranty terms. All warranty obligations fulfilled by Caveman OS Sdn Bhd are limited strictly to units purchased directly through Caveman OS Sdn Bhd for sale and distribution within Malaysia only.

Purchases via Direct Deals & Official Website:
Orders placed directly with Caveman OS Sdn Bhd or through our official website are entitled to the full warranty period specified in this warranty policy.

Purchases via E-Commerce Platforms (Shopee, Lazada, TikTok Shop):
Warranty terms and coverage periods for orders purchased through third-party e-commerce platforms strictly follow the specific warranty period stated on the respective marketplace listing.

Brand-Specific Warranty Coverage

Overview

Caveman OS Sdn Bhd distributes multiple e-reader brands. Therefore, please be advised that warranty coverage, duration, and claim procedures vary by brand and are subject to the respective manufacturer’s warranty policies. For warranty claims, the device must be returned in its original box with all included cables. Details for each brand are outlined below.

Kindle Devices Warranty Coverage

Standard Coverage: 6 Months Direct Warranty with Caveman OS Sdn Bhd + 6 Months Manufacturer Warranty with Amazon.

  • First 6 Months are handled fully by Caveman OS Sdn Bhd for quick local inspection, repair, or unit replacement in Malaysia.
  • Following 6 Months fall under Amazon's official manufacturer warranty, which is managed directly between you and Amazon Customer Service. During this period, you will communicate directly with Amazon support via live chat or email on their website to submit your claim. Warranty decisions are subject to the Amazon team. 
  • Important Remark: Certain Kindle models (such as the Kindle Scribe) have different warranty durations. Please strictly refer to the Product Page of the specific model on our website to confirm its exact warranty coverage period before purchasing.

Kobo Devices Warranty Coverage

Standard Coverage: 12 Months Manufacturer Warranty provided by Kobo Malaysia.

  • As an authorised reseller, Caveman OS Sdn Bhd's technical team will first help you troubleshoot the issue via WhatsApp. If we confirm that a warranty claim is needed, we will guide you step-by-step on how to send your unit back to Kobo Malaysia. Kindly note that all return and replacement shipping costs are covered by the buyer.

PocketBook Devices Warranty Coverage

Standard Coverage: 12 Months Direct Warranty with Caveman OS Sdn Bhd + 12 Months Extended Manufacturer Warranty with PocketBook.

  • First 12 Months are handled fully by Caveman OS Sdn Bhd for local inspection and warranty processing, repair, or unit replacement in Malaysia.
  • Following 12 Months fall under PocketBook's extended manufacturer warranty. You can choose one of two ways to process your claim:
  • Option A (Caveman OS Sdn Bhd Logistics Handling - RM300 Fee): We will manage the international shipping of your defective unit to the PocketBook team and provide an advance replacement unit while your claim is being processed for a flat logistics and administrative fee of RM300.
  • Option B (Direct Claim with PocketBook): If you prefer not to pay the RM300 fee, you can deal directly with PocketBook Support. Please note that all warranty decisions are made at the sole discretion of the PocketBook team, and you can submit a claim directly by reaching out to their customer support team on the official PocketBook website.

Xteink Devices Warranty Coverage

Standard Coverage: 12 Months Direct Warranty handled fully by Caveman OS Sdn Bhd.

  • Claims Process is handled directly by Caveman OS Sdn Bhd. Once received, inspection, repair, or unit replacement takes approximately 3 to 5 working days.

Replacement Warranty Terms

For Kindle Devices:
Once a replacement Kindle has been issued by Caveman OS, our store's warranty obligations are fulfilled. Any remaining warranty time on your original device will carry over to the replacement unit, but all future warranty claims for that replacement must be processed directly with Amazon.

For Kobo, PocketBook, and Xteink Devices:
If your device is replaced with a new unit, it may qualify for a refreshed, brand-new 12-month warranty starting from the date of replacement.

Important Note: This warranty reset is strictly subject to the absolute discretion and current policies of the respective local manufacturer (e.g., Kobo Malaysia). We will facilitate this request on your behalf, but the manufacturer's final decision regarding warranty duration is binding and subject to change without notice.

Claims Procedures

Overview

Before submitting a warranty claim, customers are required to contact us via WhatsApp at 011-5951 1883 for assistance and instructions on the warranty process. 

This warranty does not cover transportation costs or risks associated with shipping the device unless otherwise required by applicable local law. As Caveman OS Sdn Bhd does not operate authorised service centres, customers are responsible for arranging delivery of the device for inspection or repair as instructed. Caveman OS Sdn Bhd shall not be liable for cross-border shipping, customs clearance, or any related charges.

Troubleshooting and Inspection

Troubleshooting and Inspection Process requires buyers to ship the device back to our Petaling Jaya (PJ) office at their own cost. Our technical team requires 5 working days to inspect, diagnose, and troubleshoot the unit upon receipt, after which one of two outcomes will apply:

  • Valid Warranty Claims result in a replacement device being dispatched to you, with all shipping costs borne by the buyer. Alternatively, you may choose to self-collect your replacement at our PJ office on weekdays.
  • Resolved or Non-Defective Units where the issue is fixed without a formal warranty replacement require the user to cover the return shipping cost or arrange self-collection at our PJ location.

Packaging Requirements

We strictly require the device to be returned with its original box, cables, and inner packaging exactly as received. Warranty claims cannot be processed by the manufacturer without the complete original packaging.

Customer Responsibilities

Before sending a device for warranty inspection or repair, customers are responsible for:

  • Backing up all personal data, books, and files, as Caveman OS Sdn Bhd is not responsible for data loss during servicing
  • Removing all screen locks, passcodes, or account linkages so technical testing can proceed without delay
  • Packaging the device securely using its original box and protective materials to prevent damage during transit
  • Providing valid proof of purchase or original order documentation upon request
  • Providing an accurate and detailed description of the reported issue or hardware fault

General Warranty Terms

Overview

At its discretion, Caveman OS Sdn Bhd may replace a defective device with a full replacement unit in accordance with these Warranty Terms. Replacement devices may be new or factory-refurbished and will be equivalent in functionality and performance. All original devices replaced under a claim shall become the property of Caveman OS Sdn Bhd upon replacement.

Key Conditions & Guidelines

  • Warranty coverage applies strictly to devices purchased directly from Caveman OS Sdn Bhd.
  • If proof of purchase is missing or incomplete, the warranty period will be calculated using the manufacturing date of the device.
  • Manufacturer warranty terms, final repair decisions, and service timelines are determined entirely by the respective brand owners.
  • While Caveman OS Sdn Bhd does not operate authorised service centres, our team will provide guidance and support throughout the claim process.
  • A gradual reduction in battery capacity over time is considered normal wear and tear rather than a manufacturing defect.
  • Caveman OS Sdn Bhd reserves the right to decline warranty or post-warranty support for devices that have exceeded their operational service life.

Diagnostics Fees

A diagnostics fee may apply in the following situations:

  • The issue is not covered under warranty (out-of-warranty cases) or falls outside the coverage period;
  • No hardware defect or functional malfunction is found after technical inspection;
  • The customer chooses not to proceed with the repair after diagnostics are completed.

Any applicable diagnostics fees will be communicated and agreed upon in advance. Please be informed that any unauthorised opening, third-party repair, physical modification, or tampering with the device will immediately void the warranty .

Customers are strongly advised to back up all personal files and remove confidential data prior to sending the device for inspection, as Caveman OS Sdn Bhd accepts no responsibility for data loss during servicing. 

Warranty Exclusions & Liability Limitations

Overview

To the fullest extent permitted by law, Caveman OS Sdn Bhd shall not be liable for damages exceeding the original purchase price of the device, including but not limited to loss of use, data loss, loss of profits, or other indirect or consequential damages.

Limitations

The warranty policy does not cover any of the following items:

  1. Cables, power adapters, or bundled accessories.
  2. Cosmetic damage, scratches, and wear and tear occurring after unboxing.
    *Customers are strongly recommended to record a clear unboxing video upon receiving their parcel to inspect and verify the physical condition of the device.
  3. Data loss, data restoration, or data recovery services.
  4. Internal hardware damage caused by using incompatible chargers or power sources.
  5. Unauthorised third-party repairs, hardware modifications, or altered software.
  6. Accidental damage, physical impact, mechanical stress, or misuse.
  7. Damage resulting from the use of non-original or uncertified third-party accessories.
  8. Liquid ingress, water damage, or exposure to excessive moisture.
  9. Inherent technical characteristics of E-Ink screens, including ghosting or screen refresh patterns.
  10. Displays with fewer than five (5) dead pixels.
  11. Minor variations in screen front-light brightness, color temperature, or backlight uniformity.
  12. Allergic reactions or individual physical sensitivities to device materials.
  13. Damage caused during return shipment due to insufficient or improper packaging by the customer.

Software Warranty Limitation

The device software (“firmware”) is provided “as is.”

Caveman OS Sdn Bhd does not guarantee error-free operation, compatibility with third-party software, or suitability for any specific purpose. Additionally, software updates or reinstallation may be required during warranty or post-warranty service. Refusal to proceed with required software updates shall be considered a refusal of warranty service.

Governing Law & Statutory Rights

These Warranty Terms shall be governed by and construed in accordance with the laws of Malaysia. Nothing in these Warranty Terms limits, excludes, or restricts any non-waivable rights available to consumers under the Consumer Protection Act 1999.