Warranty Policy

RELAX BOTTLES MALAYSIA ENHANCED LIMITED WARRANTY (Version 1.0)
Effective date: [01 April 2026]

Applies to: Malaysia purchases and Malaysia use which purchase date indicated in the original receipt from 1st April 2026. Taking into consideration fair user experience, Relax bottles will expand all thermal products which were purchased from 1st April 2025 to be under the 2 year warranty coverage at no additional cost. 

Purpose and relationship to statutory rights

This Enhanced Limited Warranty is a manufacturer’s express warranty provided by Relax Bottles. It is in addition to and does not limit any rights you may have under Malaysian consumer protection law. Where applicable law provides you greater rights or remedies, those legal rights prevail. 

Definitions

• “Product” means a Relax-branded stainless steel thermal bottle, Mug, flask or Carafe including the original cap/lid system that ships with it.

• “Stainless Insulated Body” means the stainless-steel double-wall vacuum insulated bottle/flask body (excluding detachable lids/caps and consumables).

• “Consumables” means components expected to wear with use (e.g., gaskets, straws,O-Ring).

• “Manufacturing Defect” means a defect in materials or workmanship that exists at the time of manufacture and appears under Normal Use.

• “Normal Use” means household/personal use consistent with product instructions and reasonable consumer expectations, excluding misuse knowing the Product is not designed for that purpose.

• “Vacuum Failure” means failure of the vacuum insulation resulting in abnormal heat transfer and/or external condensation under ordinary hot/cold beverage use (determined by Relax’s standard test protocol).

• “Proof of Purchase” means a receipt, invoice, or online order confirmation showing date, seller, and item. 

• “Authorised Seller” means a seller in Malaysia authorised by Relax Bottles (including Relax’s own channels).

Warranty periods

1. 2-year performance warranty (Stainless Insulated Body only):
   Relax warrants the vacuum insulation performance of the Stainless Insulated Body against Manufacturing Defects and Vacuum Failure for two (2) years from the original retail receipt with stated of purchase date.

2. Consumables/accessories limited coverage:
   Consumables and consider-wear items are covered only for DOA/early failure within thirty (30) days from purchase and the issue shall be raised through Relax Support Hotline – (017)-8046002
   
   
   

What is covered

Subject to the exclusions below, this warranty covers:

• Cracks, weld failures, lid mechanism failures, defective seals, and leak failures attributable to Manufacturing Defects.

• Vacuum Failure and inner liner integrity issues (e.g., abnormal internal rust due to material/manufacturing defect) for Stainless Insulated Bodies during the 2-year period.

• For validated defects: parts replacement, repair (where feasible), or product replacement deem suitable at the discretion of Relax Bottles.
  
  
  

What is not covered (exclusions)

This warranty does not cover:

• Normal wear and tear (include but not limited to: gaskets, straws,O-Ring) and cosmetic changes (scratches, dents, paint chips, printed artwork wear) that do not affect core function. 

• Damage from accident/impact, drops, crushing, or dents that affect sealing. 

• Misuse or improper care, including but not limited to: use with dry ice/carbonation where not rated; exposure to extreme heat sources, microwave use, or melting; harsh chemicals causing corrosion; freezer damage where not rated; or failure to follow care instructions which guided. 

• Products that have been modified, refurbished, or repaired by anyone other than Relax Bottles. 

• Counterfeit products, grey imports, or Products purchased from unauthorized sellers (manufacturer warranty). You may still have rights against the seller under applicable law.

• Products which were altered, or defaced ( include but not limited to engraving which were performed by a non authorized workshop), or where authenticity cannot be verified. ( include but not limited to tampering/removed product barcode/UID which were indicated upon manufacturing )

Evidence standards and inspection rights

To process a claim, Relax may reasonably request:

      •   Proof of Purchase. 

      •   Product with Barcode/UID photo and/ or photos/video showing the issue (e.g., leak video demonstrating how the Product is assembled).

      •   If needed, Relax Bottles will require you to return the Product or specific component for inspection (RMA process) to our Warranty Department. Address will be
           provided upon confirmation of verification.

Relax may deny a claim only where evidence indicates the issue is excluded (e.g., impact damage - dented/deep scratch/broken on purpose) or the Product is not verifiably authentic. When a claim is denied, Relax will provide a short written explanation and an appeal channel.

Remedies (repair / replace / refund decision rules)

• If the defect can be remedied: Relax will repair or provide replacement parts within a reasonable time of 7 business day.

• If the defect cannot reasonably be remedied: Relax will replace with an identical Product when available, or with a functionally equivalent Product of similar value. 

• Refunds are generally handled under the point-of-sale return/refund policy for direct purchases, and/or where required under applicable law (e.g., statutory remedies aligned to major failures). 
  
  
  

Shipping, fees, and logistics

• For validated warranty defects, Relax will cover reasonable return and re-delivery shipping costs for eligible claims subject to provide original receipt of delivery services (especially for online marketplace transactions), consistent with Malaysia’s e-commerce consumer protection direction. [14]

• For claims rejected as out-of-warranty or excluded, Relax may require the customer to pay return shipping (or offer disposal with consent).
  
  
  

Transferability

This warranty applies to the original purchaser. A one-time transfer (gift) is permitted if the Product is registered and the original Proof of Purchase is provided, and no prior claim has been made for that Product.

No warranty stacking

If multiple programs apply (marketplace return policy, seller warranty, manufacturer warranty), remedies will not be duplicated for the same defect and Product. Relax will help the consumer identify the appropriate channel.

Example: If the original product purchase date is 16/March/2025. If the attempt of warranty has been done on 19 Jan 2027. The repair/replacement product warranty will be on-going until 16/March/2027. It does not apply for any warranty extension and shall not be stacked.

Limitation of liability

Relax’s obligations under this warranty are limited to repair, replacement, or refund as stated above. Nothing in this warranty excludes rights that cannot be excluded under Malaysian law.

Example: When parts which were categorized as consumables(include but not limited to: gaskets, straws,O-Ring) were found deem early failure within 30days from the original date of receipt it shall undergo the standard remedies of limited warranty coverage as above mentioned (Warranty Period, item 2.). Hence the consumables are NOT covered by the 2 year warranty.

Personal data

Warranty registration and claims processing involve personal data handling. Relax will process personal data in accordance with applicable data protection principles, including security and limiting retention to what is necessary for the stated purposes. 

Dispute resolution

If you are dissatisfied with a warranty decision, you may use the appeal pathway described in the claims SOP according to the website.

• Click HERE to register your Warranty 
• Click HERE to check out the Steps for Warranty Registration