1. Warranty Coverage Overview
ZUS Commerce offers a 15-day warranty for ZUS Commerce products purchased only through ZUS Commerce's official stores:
- ZUS Official Store
- Shopee Official Store
- TikTok Offical Store
- Lazada Official Store
- Authorised third-party retailers with official receipts
This warranty policy applies to all ZUS Commerce (M) Sdn. Bhd. merchandise purchased through authorised ZUS Commerce (M) Sdn. Bhd. channels and ZUS Coffee Outlets unless stated otherwise.
All eligible merchandise is covered under a 15-day warranty period from the date the item is received by the customer.
This warranty strictly covers manufacturing defects and missing components only, subject to inspection and verification by ZUS Commerce (M) Sdn. Bhd.
Manufacturing defects refer to faults originating from production, materials, or assembly, and do not include damage caused after purchase.
Tumblers & Drinkware
Missing or Defective Components
- Missing parts are required for normal use (e.g., straws, lids, silicone parts).
- Loose, rattling, or detached components including handles, straps, clasps, seals, or gaskets that affect usability or safety.
Functional Defects
- Lids that fail to seal properly, resulting in leakage during normal use. This condition only applies to tumblers that are advertised as leak-proof.
- Lids that are excessively tight or cannot be opened or closed under normal use.
- Leakage caused by defective lids, caps, or seals.
- Insulation failure (stainless steel body tumblers only), including inability to retain heat or cold under normal usage conditions and in accordance with care instructions.
- Condensation or excessive external surface heat that indicates insulation defects.
- Internal rust that compromises safety or durability under normal use and care.
- A dented stainless steel straw (reusable or Frozee straw) causing sharp edges, affecting usability or safety.
Cosmetic Defects
- Major cracks, dents, or scratches caused by manufacturing defects that clearly affect the product’s appearance or functionality.
- Stains or scuff marks present upon delivery that cannot be removed through normal cleaning.
- Major cosmetic defects such as severely uneven printing, misaligned logos, or paint flaws that are clearly noticeable and materially impact the overall appearance of the product.
Experience Related Defects
- Persistent unpleasant taste or odour not caused by beverages, residue, or improper cleaning methods.
Wear and Tear Components
- One-time complimentary replacement for one consumable part (straw, silicone boot, or lid) within the 15-day warranty period, for parts that are missing from the original package or verified to have a manufacturing defect upon receipt, subject to proof of purchase, verification, availability, (where the identical part/version is unavailable, a compatible equivalent may be provided), and one redemption per purchased tumbler (per order line item).
- This courtesy replacement does not cover parts that are lost, stained, worn, or damaged after delivery (including misuse, improper care, heat exposure, impact, or modifications).
- ZUS Commerce (M) Sdn. Bhd. may request clear photos/videos and/or the return of the defective part/product for assessment. This does not extend the warranty period and does not affect statutory rights under applicable law.
Replacement Fulfilment & Substitution Clause
- If the exact purchased unit, colour, or design is unavailable, ZUS Commerce (M) Sdn. Bhd. reserves the right to provide a replacement of equal value, at ZUS Commerce (M) Sdn. Bhd.’s sole discretion.
- Replacement items do not restart or extend the warranty period.
- All replacements are final and non-refundable.
Fabric Items
- Includes T-shirts, Bags, Socks, and other fabric products.
Missing or Defective Components
- Missing buttons, zippers, straps, or other essential parts.
- Loose, detached, or faulty handles, straps, or functional components affecting usability or safety.
Functional Defects
- Manufacturing defects in stitching, seams, or construction that prevent normal use.
Cosmetic Defects
- Major cosmetic defects that significantly affect appearance or usability.
Other Merchandise
- Includes Brick Toys, Phone Holders, Accessories, Collectibles, and similar items.
Missing or Defective Components
- Missing parts are required for normal operation or assembly.
Functional Defects
- Broken, cracked, or defective parts caused by manufacturing defects that prevent proper functionality.
- Manufacturing defects that impair intended use.
2. Not Covered Under Warranty
- The following are explicitly excluded from warranty coverage across all product categories.
Tumblers & Drinkware
Cosmetic & Packaging Exclusions
- Minor cosmetic imperfections that do not impact product functionality, such as slight misprints, lid misalignment with the logo, minor dents or scratches, thin lines on the On-The-Go Lid, or items received with an older version of the ZUS logo.
- Damaged or dented packaging where the product itself is unaffected.
- Normal wear and tear including scratches, dents, discolouration, or staining of silicone or plastic parts.
- Colour differences are caused by lighting, photography, or screen display variations.
Usage & Care Exclusions
- Odours or tastes caused by beverages, food contents, or residue buildup.
- Damage resulting from misuse, abuse, drops, accidents, pets, or external force.
- Damage caused by failure to follow cleaning, care, or usage instructions stated on the product page or FAQs.
- Damage caused by unauthorised modifications, disassembly, or use of third-party accessories/parts.
Fabric Items
- Includes T-shirts, Bags, Socks, and other fabric products.
Cosmetic Exclusions
- Minor imperfections not affecting function (e.g., loose threads, small stains, label orientation issues).
- Normal wear and tear, including fading, fabric stretching, pilling, or shrinkage.
- Colour or pattern variations due to photography or screen differences.
Usage & Care Exclusions
- Damage caused by misuse, improper washing, alterations, or modifications.
- Damage from harsh detergents, bleach, chemicals, or incorrect care methods.
Other Merchandise
- Includes Brick Toys, Phone Holders, Accessories, Collectibles, and similar items.
Cosmetic Exclusions
- Minor surface imperfections that do not affect functionality
- Normal wear and tear including scratches, dents, fading, or minor marks.
- Colour differences due to lighting or screen display variations.
Usage & Care Exclusions
- Damage from misuse, drops, accidents, or improper handling.
- Damage from unauthorised modifications, improper storage, or exposure to extreme heat, moisture, or environmental conditions.
