Policies

The short version of every policy.

Plain English on this page, the binding text on the policy itself. Where the two ever differ, the full policy governs — and nothing here reduces your rights under the Consumer Protection Act 1999 or the Sale of Goods Act 1957.

Version 2.0 · effective 1 August 2026

Warranty Policy

Most power stations carry two years on the whole unit and five on the battery cells. RIVER 3, TRAIL and DELTA Pro are two years including the battery. Smart cooling is one year, most solar panels two, cables six months.

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RegistrationNot required — your invoice validates the claim
Battery defect thresholdBelow 70% of rated capacity, confirmed by inspection
Inspection feeEvery case, including in-warranty. From RM150
CourierBoth ways, paid by you, warranty or not
Order of remedyTroubleshoot, inspect, repair, part, then unit
Paid repairs90-day workmanship warranty on the work done

Bought from a marketplace reseller, overseas or an unauthorised seller? That seller carries the warranty. We can inspect for a fee and issue a written report, but we cannot perform the RMA.

Early life

Returns and Refunds

There are no change-of-mind returns. A unit that is dead on arrival or develops a confirmed manufacturing defect within 30 days of delivery is prioritised for replacement with a new equivalent unit.

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DOA window30 calendar days from delivery
What you getReplacement with a new equivalent unit, or repair where more appropriate
ConditionOriginal box and accessories required
Change of mindNot accepted
Before shippingAn RMA must be issued first

Nothing here reduces your rights under the Consumer Protection Act 1999.

Delivery

Shipping Policy

Free delivery on orders over RM 2,000, shipped from local stock across Malaysia. Larger units are palletised and delivered on a schedule we confirm with you first.

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Free deliveryOrders over RM 2,000
East MalaysiaLonger transit, and service lead times run longer than West
Service courierBoth legs are the customer’s cost
In personDrop-off and collection at Iskandar Puteri avoids courier charges

Swollen, leaking or burnt batteries are dangerous goods. Report them and wait for written handling instructions before shipping anything.

Timeframes

Service Turnaround

Targets, not guarantees. Parts availability, case complexity and courier transit all move them, and East Malaysia runs longer than these figures.

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Acknowledge your request1–2 business days
Inspection and diagnosis3–5 business days from receipt
Repair, parts in local stock7–14 business days from approval
Repair, imported parts or HQ review4–8 weeks, advised case by case

Where a part is not in local stock we advise the expected lead time and, for urgent cases, discuss interim options.

Published by True Colour Media Group Sdn Bhd, trading as Official EcoFlow Malaysia. Questions on any of it: aftersales@gorental.my or +60 11-3772 7100.