Warranty Policy
This policy applies to all digital storage systems and components sold by VertexAsia. It explains what's covered, for how long, what isn't covered, and how to make a claim.
Warranty period
3 years from the date of purchase, as shown on your VertexAsia invoice.
Proof of purchase
Your VertexAsia invoice number and date. Keep it — you'll need it to make a claim.
Coverage
Manufacturing defects in materials and workmanship, under normal use.
1. What's covered
- Manufacturing defects in materials or workmanship that appear under normal, intended use.
- Failure of the drive or system to perform to its published specifications, where the fault is not caused by misuse.
- Where applicable, VertexAsia will also pass through the original manufacturer's warranty terms if they exceed this policy — ask us if you're unsure which applies to your unit.
2. Warranty period
Coverage runs for 3 years from the date of purchase shown on your VertexAsia invoice, regardless of the manufacturer's own stated warranty period (which may be longer). If a replacement unit is provided under this warranty, the replacement is covered for the remainder of the original 3-year period, or 30 days from the date of replacement — whichever is longer.
3. What's excluded
- Physical damage, including drops, liquid damage, electrical surges, or damage during transport after handover.
- Misuse, negligence, or use outside the product's intended purpose or published specifications.
- Modification, disassembly, or repair carried out by anyone other than VertexAsia or the original manufacturer.
- Units where the serial number, part number, or warranty label has been removed, altered, or made illegible.
- Normal wear and tear, or gradual performance decline consistent with the drive's rated endurance (e.g. TBW/DWPD limits reached through normal use).
- Loss of, or damage to, any data stored on the device. VertexAsia is not responsible for backing up or recovering data — please back up your data before sending any unit in for assessment.
- Units purchased second-hand or from a source other than VertexAsia directly.
4. How to make a claim
Email contact@VertexAsia.my with the following information:
- Your invoice number and date of purchase
- The product's part number and serial number (found on the device label)
- A clear description of the fault, including when it started and any error messages or symptoms
Where possible, we may ask for photos or diagnostic output to help assess the issue before arranging a physical inspection.
5. What happens next
- Initial response: within 2 business days of receiving your claim.
- Assessment: once the unit is received (if physical inspection is needed), we aim to complete assessment within 5 business days.
- Resolution: approved claims are resolved by repair, replacement, or — if neither is possible — a refund of the current value of the unit, at VertexAsia's discretion.
- Shipping: for cross-border claims, the customer is responsible for shipping the unit to VertexAsia unless otherwise agreed in writing; VertexAsia covers return shipping for approved claims.
6. Your rights under Malaysian law
This policy is provided in addition to, and does not replace, any rights you have under the Consumer Protection Act 1999 or other applicable Malaysian law. Nothing in this policy limits those rights.