Premium On-Line Sdn. Bhd.

Warranty Information

All new DrayTek product purchased through official Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd have a manufacturer's 1 or 2-year warranty ( refer to warranty period table) to the original purchaser (proof of purchase is always required). This warranty does not cover where units are sold re-conditioned, graded or second hand by third parties or private vendors, so it is very important that you keep your proof of purchase safely (e.g. your original invoice) in order to prove any warranty validity. A credit card statement/slip is inadequate as it does not show the actual product purchased and serial number.

Term & Condition of standard warranty

 
1.    Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd. warrants its goods to be free from defects in materials and workmanship under normal use, service and conditions, and be in compliance with all applicable regulations by sufficiently qualified people. Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd agrees to make any necessary repair or replacement of defective parts or flaws in workmanship, for a period base on table above, commencing from the date of purchase from a registered reseller or distributor by the user.

2.    The user shall present the original invoice issued by a registered reseller for Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd to verify the eligibility for the warranty service. If such an invoice is not produced, Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd will treat the warranty claim based on the serial number, where this indicates the manufacture date. In case the serial number does not indicate the manufacture date, or if the date is outside of the period, Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd reserves the right to refuse the claim for warranty repair, or to charge a suitable fee for the parts and services. Please do keep your invoice/sales receipt safely !

3.    The standard warranty is 'return to base' (RTB). The owner is required to return (take or send) the product to Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd, having firstly logged the fault/problem and obtained an 'RMA number' from Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd.

4.    'On-Site' warranty or 'Advance Draytek Router Replacement' of products is not part of the standard warranty, although this may be offered as an additional cost service by your dealer or Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd.

5.    During the warranty period, and upon proof of purchase, should the product have indications of failure due to faulty workmanship and/or materials, we will, at our discretion, repair or replace the defective products or components, without charge for either parts or labor, to whatever extent we deem necessary tore-store the product to proper operating condition.

6.    The extent of the warranty provides for repair (or replacement if necessary) of the product only, in order to restore its original working condition but no cover any consequential loss (financial or otherwise) which may result from the failure or temporary inoperation/absence of the product, either directly or indirectly.

7.    The warranty does not include re-configuration (setting up) or re-installation of your product. It will normally be sent back to you in a 'factory default' condition by 'courier'; you should therefore keep a regular backup or notes of the router's configuration in order that you can restore it yourself and have someone available who is able to re-install the product. You may request 'On-Site' services as an additional cost service by your dealer or Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd.

8.    Premium On-Line Sdn Bhd shall not be liable for any loss sustained by the customer through act or circumstance beyond Premium On-Line Sdn Bhd's reasonable control including but not limited to physically damage (such as tamping, spills, etc.), electrical damage (such as line surge, lightning, misconnection /short circuit), misuse or use of the inappropriate environments (wet or external environment), Acts of God, war, blockade, riot, strike, fire, drought, flood, lightning, earthquake, storm or other elements, explosion, accident, sabotage, legislation, regulations, orders or action, governmental or quasi governmental restraint, expropriation, prohibition, intervention, direction or embargo, scarcity, unavailability or delay in availability of or failure to obtain power supply, raw materials, labour, containers, or transportation; inability or delay in obtaining governmental or quasi-governmental approvals, consents, permits, licenses, authorities or allocations.

9.     Defects which do not significantly affect the usability of the product will not be covered by the warranty.

10.  The warranty is voided if you have modified the unit in any way, other than approved or advised officially by the manufacturer/distributor, or where it has been used in any way or for any purpose it was not reasonably intended for, or where the unit or its decals/serial numbers have been tampered with in any way.

11.    From time to time, Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd may hold special sales/promotion for certain products, or give away free products for stock items. For such items, Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd reserves the right to limit the warranty period to a shorter time, or to eliminate it completely. All free gift will not cover under this warranty.  Premium On-Line Sdn Bhd  will display and inform of the conditions for such activities; and distributors or resellers agree to accept responsibility to inform the end users of such conditions.

12.    Where a fault is not covered by the warranty, Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd can normally arrange an assessment for the actual repair costs.

13.    Any replacement will consist of a new or re-manufactured functionally equivalent product of equal value, and will be offered solely at our discretion.

14.    "Original purchaser" is defined as the person buying a new & unused product from a DrayTek authorised dealer in the Malaysia though Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd.

15.    "Purchase Date" is considered to be the date of original purchase by the owner as shown on his/her sales receipt/invoice, or the date that they first received the product, whichever is earlier.

16.    This warranty excludes items purchased by other importer (from other than Draytek Malaysia authorized distributor-Premium On-Line Sdn Bhd), except where specifically agreed by Premium On-Line Sdn Bhd.

17.    Premium On-Line Sdn Bhd reserve the right to revise the manual and online documentation and to make changes from time to time in the contents hereof without obligation to notify any person of such revision or changes.

18.    Where Premium On-Line Sdn Bhd responds to a complaint which is not covered by the warranty, it reserves the right to charge the customer at its normal rates for travel, subsistence, labour and materials in carrying out any inspection and rectification.

19.    This warranty and document is provided as a guide and courtesy only and does not for part of any contract or legal obligation whatsoever on the part of manufacturer, distributor, their agents or the owner/user of the product.

Where you have acquired a faulty product but have no proof of purchase, the product is out of warranty, the fault is not covered by the warranty (e.g. it has been damaged) or you cannot otherwise show any warranty validity, the service may be able to assess the repair costs for you. For missing parts, Premium On-Line Sdn Bhd can also provide a cost price for replacements; parts for all current and recent models are normally available.

Please remember : Before sending back a product for repair, please contact your dealer or the Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd for an official returns authorisation number, which is used for prompt processing and tracking. Items received without a valid RMA will not be accepted by the Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd and will be either rejected or returned at your own cost. This ensures efficient and prompt handling of authorised returns - and also prevents items being sent where the problem can perhaps be resolved locally.

Business Protection Plan (BPP)

Premium On-Line Sdn Bhd provides a service plan, called Business Protection Plan (BPP), to allow customers who use our products for critical operations and need to have minimum disruption in operation due to equipment failure. Business Protection Plan (BPP) is an optional added cost service designed specifically for fast system substitution. With Business Protection Plan (BPP), multiple Draytek Router will be stocked at Draytek Malaysia authorized distributor-Premium On-Line Sdn Bhd and made ready to ship in the event of field unit malfunction or damage. Any replacement will consist of a new or refurbish or re-manufactured functionally equivalent Draytek router, and will be offered solely at Draytek Malaysia authorized distributor-Premium On-Line Sdn Bhd discretion.

Below are the details:
a)    Premium On-Line Sdn Bhd supports every product with standard and/or extended warranty terms, and will repair or replace the faulty items at our own discretion for the warranty period. We provide warranty repairs with our 'best effort', and rely on our overseas suppliers to determine the length of time for completion on warranty services.

b)    Advance Router Replacement Plan (ARR) is an option for customers who purchase certain Draytek products to insure their purchases in the case the product needs to be returned for warranty repair, and ensuring no interruption is made to business operations should a replacement be required.

c)    The service charges under the Advance Router Replacement Plan are listed below:

d)    Upon joining the plan and when the product becomes faulty and needs to be shipped back for repair or verification, Premium On-Line Sdn Bhd will supply a replacement unit (Unit B) of the same or higher functionality (at our own discretion), to the customer to replace the faulty unit (Unit A).

e)    The customer will also required pay a security deposit, which is equivalent to the Recommended Retail Price (RRP) of the item at the time. Premium On-Line Sdn Bhd will dispatch the Unit B after receiving this payment, and will refund the security deposit when the matter is solved

f)    On receiving Unit B, the customer will replace it and return Unit A to Premium On-Line Sdn Bhd as per usual RMA (Returned Material Advice) procedure. If the faulty part is not received back within 14 working days, the replacement unit will be consider sold.

g)    When Unit A is fixed and functional, Premium On-Line Sdn Bhd will send it back to the customer, who will then return the replacement Unit B to Premium On-Line Sdn Bhd. Upon receipt of the replacement Unit B, Premium On-Line Sdn Bhd will refund the security deposit to the customer in full within 14working days. If customer do not return Unit B with 14 days, the replacement router will consider sold to customer.In certain cases to be determined by Premium On-Line Sdn Bhd, Premium On-Line Sdn Bhd may simply deem Unit B as the replacement unit. In such cases, Premium On-Line Sdn Bhd will refund the security deposit to the customer. If the router had faulty due to whichever not cover under warranty, Premium On-Line Sdn Bhd will inform customer regarding the router out of warranty, customer have the option to purchase the replacement router(Unit B) and the security deposit as the payment of the router. If the replacement router is a refurbish or re-manufactured router, customers have the option to change to new router.

h)    The plan do not covers shipping cost of the replacement part to the customer and also the return of the faulty part back to Draytek Malaysia authorized distributor-Premium On-Line Sdn Bhd. Customer are responsible for the transport/courier charger. After the customer receives the advance replacement Draytek Router, the faulty Draytek Router should be sent back to Draytek Malaysia authorized distributor-Premium On-Line Sdn Bhd within 7 days. and the invoice will be issue to customer/reseller.

i)    The customer will be liable for freight cost for sending Units A and/or Unit B to Premium On-Line Sdn Bhd.

j)    All above program subject to whichever Draytek router purchase from Draytek Malaysia authorized distributor-Premium On-Line Sdn Bhd. other importer product will not cover under this program.

Money Back Guarantee Policy
Most of  Draytek routers/firewall  sell by Draytek Malaysia Authorised Distributor- Premium On-Line Sdn Bhd come with a 14 day money-back guarantee. Any customer not fully satisfied or wrongly purchase may return the router for a full refund any time within 14 days of initial purchase.  Draytek product which is within 14-day money-back guarantee plan, it is clearly marked by a 14-day money-back guarantee logo next to the product name in the catalogue and on this website.

Step 1: Send a request to our Tech Support via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it to request a RMA (Return Authorisation) form.