Garmin Malaysia Door-to-Door Online RMA Service Guideline

If your product is unable to operate normally or experiencing faults, we recommend that you first refer to our Garmin support center to confirm if your issue can be resolved. If you have any questions about using your device, you can find additional information on Garmin Chatbot or on our YouTube channel.

If you are still unable to resolve your issues, please contact our customer support at 1-800-81-6357 (Toll Free) from Monday to Friday, 9:00 AM - 5:00 PM. Alternatively, before registering your product for an online repair service request, we recommend carefully reading the Consumer Limited Warranty to safeguard your rights, and then proceed with applying Door-to-Door Online RMA repair service request.

Important Note: Door-to-Door Online RMA Service Request support is not yet available for Marine, Outdoor Handheld and Certain Tacx Series products. You are required to bring the device directly to our local authorized service center/ service drop-off locations for inspection.

Step-by-step process and instructions on how to register your product for Door-to-Door Online RMA repair service request:

• Click here to register your repair online.
• After registering, you can track the repair request online status here.
  

Important Note: When registering your repair request online, please make sure to detach the watch strap or any additional accessories and send only the watch unit.

Steps for Registering an Online Repair Service Request

Step 1: Register for Online Repair Service and Wait for Approval

Fill out the online RMA application and contact information. Afterward, the website will assess the repair cost based on the serial number and purchase date (customers can check the estimated repair cost here)

After confirming the information, our product support team will send a confirmation email within 3 business days.

1. In cases where basic troubleshooting can resolve the issue, we will send you detailed troubleshooting instructions via email.

2. In cases where basic troubleshooting cannot resolve the issue, or if we need to inspect your device further, we will send you a confirmation email along with instructions for the "door-to-door" service to collect your product.

Step 2: Approval of Online Repair Application

After your information has been approved, we will generate a shipping label and send you another email notification. We will also provide your contact information to the "door-to-door" service provider for further assistance.

For more details about the "door-to-door" service, you can check additional information in the Frequently Asked Questions (FAQs) section for door-to-door service.

1. You do not need to personally deliver the product to the Garmin Malaysia center, but you must pack the product in a shipping box (please remove the watchband) and attach your shipping label to the front of the shipping box.
2. The shipping company will contact you within 3 business days after you receive the shipping label to confirm your address and the pickup time for your product.
3. Before sending the package to the shipping company, please double-check your packaging. Garmin Malaysia will not be responsible for any damage that occurs during shipping.

Important Note: 

• Our courier service will attempt to pick up your package for Service Request a maximum of two times.
• In the event of two failed pickup attempts, your last option is to use the same waybill number to drop off your package at a nearby authorized service point.
• If your Service Request remains unpicked up and undropped off for 14 days from the initial scheduling, Garmin Malaysia will consider this as a request for cancellation.

Step 4: Payment Process

After Garmin Malaysia has received your device, we will send you an email to notify you of its receipt.

1. In cases where the product is out of warranty or not covered by the warranty conditions, such as damage resulting from usage, we will inform you of the repair cost once again. You can proceed with the payment by going to the "Payment" page for the specified repair fee. Afterward, we will confirm your payment within 1-2 business days and notify you by email once the payment has been confirmed. Please note that the repair process will commence only after confirming the receipt of the repair payment.
   

Important Note: You can log in to check the status and proceed with the payment at the following link: To inquire about the status of online repair service.

Timeline for Payment Completion:

1. 7-Day Notice: If payment is not completed within 7 days from the date of the repair quote, Garmin Malaysia will send a reminder via email reminding you to complete the payment process.
2. 14-Day Cancellation: If payment is not received within 14 days from the date of the repair quote, Garmin Malaysia will assume that you wish to cancel the online repair service. Your product will be returned to the registered return address provided during the service request initiation.

Step 5: Repair Process

1. Garmin Malaysia will address and resolve the issues or provide a replacement device according to Garmin procedures without prior notification.
2. In the event that the issue has been resolved or no issues are found, we will directly contact you to return your product.

Important Note:

Garmin will provide replacement units for defective devices; however, please note that replacement units will not include watch straps. Customers are required to retain their original watch straps when sending devices for repair or replacement. The replacement device will be the watch unit only, without additional accessories such as straps, chargers, or other attachments.

Please be aware that watch straps damaged due to human error, such as dirt accumulation, self-modification (e.g., changing the strap color), or other non-warranty issues, are not Garmin's responsibility, and we will not assist in cleaning or replacement.

Step 6: Delivery Process

1. Garmin Malaysia will arrange for the repaired or replaced products to be delivered to the address you provided through the online repair service. (Ship out within 2-3 business days)
2. If you wish to track the status of the delivery, you can do so by clicking here.

Here are some important points to know when registering for Garmin online repair service:

1. For your benefit, please upload the original receipt or a valid copy of the Garmin product while registering for the online repair service.
2. Currently, Garmin Malaysia does not offer online repair registration for companies or retailers.
3. The serial number of the device is required in repair process, so please enter the correct serial number of your device.
4. Please remove any unnecessary accessories and back up your data before packaging the device for shipment. During the repair process, user data stored on the device may be deleted, and Garmin Malaysia is not responsible for data loss or damage to accessories such as watch cases, screen protectors, or separate parts.
5. For all products sent to Garmin Malaysia without prior confirmation from us or devices sent through service providers not designated by Garmin Malaysia, Garmin Malaysia reserves the right to refuse service and will return the device.
6. After repair or replacement, the device will have a 90-day warranty period or the remaining warranty period specified on the original receipt, whichever is longer. For more details, please refer to the "Limited Warranty Terms" on the website.
7. If you refuse to accept the returned device from Garmin Malaysia without a valid reason, or if there is a delay in product delivery due to issues caused by the customer or the recipient, you will be responsible for any risks of loss or damage to the product.
8. Garmin Malaysia reserve the right to change our warranty or repair policies without prior notice.
9. You can track additional details and information in the "Limited Warranty Terms" section.
10. The estimated delivery time for parcels are as follows:

Important Note: The delivery time depends on the delivery status of the service provider.

Garmin Customer Support Malaysia:

• Call: 1-800-81-6357 (Toll Free)
• Email:  service.my@garmin.com
• Business Hours: Monday - Friday 9 AM – 5 PM, closed on weekends and public holidays.