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FAQ

1. General Information

Answer:

You may contact us via

Toll-free Line: 1800-888-111
[Business Hours: Monday to Friday, 9am–8pm; Saturday and Sunday, 9am–4pm]
[Closed on public holidays.]

Help Desk
[Business Hours: Monday to Friday, 9am–6pm]
[Closed on Saturday, Sunday and public holidays.]

Coway Official Facebook Page
[Business Hours: Monday to Friday, 9am–6pm]
[Closed on Saturday, Sunday and public holidays.]

Answer:

Coway Malaysia operates nationwide, so you can easily find us in every state. Find us here.

Answer:

No. You are not required to pay any labour fees unless your service warranty membership has expired. You have the option to renew your membership for 1 or 2 years and you won’t have to pay for any charges thereafter.

2. Product Information

Answer:

Our product information is readily available at:

If you need more information, call us or leave us your number and we will call you!

Answer:

There are two ways to own a Coway product—Rental and Outright Purchase:

  1. 1. Rental
    • A Rental Registration Fee of RM200 and a one-month advance rental payment is all you need to get started.
    • Our service team, Coway Lady (CODY) will provide complimentary periodic maintenance service throughout your rental period.
    • The minimum contract is 3 years, but you can rent the product for up to 5 years. After 5 years, no rental payment will be charged and the product will officially belong to you.
    • Should you require maintenance service after 5 years, you may subscribe to our Service Membership.
  2. 2. Outright Purchase
    • No installation fee is needed and you can opt for a 0% interest instalment for up to 36 months.
    • CODY Service is complimentary for the first year and you may choose to subscribe to our Service Membership after one year.
3. Service Package

Answer:

By subscribing to our Service Package, you are entitled to CODY's periodic maintenance service (Heart Service) which includes filter change and sanitation. All types of repairs (After Service) will be provided by Coway Technician (CT) and the spare parts will also come at no extra cost.

Answer:

Simply provide us your details here and our service team will contact you as soon as possible for your renewal request. You may also contact your respective CODY for service package renewal assistance.

Answer:

The service period varies for each category of Coway product:

  • Water purifier, air purifier and water softener—every 2 months
  • Bidet and outdoor filter Apolo POE 10-A—every 4 months
  • Outdoor filter Bamboo and Bamboo Mini—every 6 months

4. Payment Information

Answer:

  1. Auto debit—Deduction via customer's debit/credit card
  2. Direct debit—Deduction via customer's saving/current account
  3. JomPAY—code: 9928
  4. Maybank Cash Deposit Machine: Payee Code: 016
  5. CIMB (Virtual Account) dedicated account
  6. Regular payment by cash to CODY during Heart Service

A processing fee of RM 10 will be charged if you’re not using auto debit (Depending on the order number).

Answer:

On the 1st week of the month, usually between 3rd and 5th (Varies depending on the bank).

Answer:

When the rental payment fails to be deducted from your account, a Rental Handling Fee of RM10 will be charged.

Answer:

There could be a number of reasons as to why you are still receiving the SMS despite having submitted the auto debit form:

  1. The signature on the auto debit form and the card holder are not identical, therefore your application could have been rejected by the bank. In such events, you might need to fill up another form.
  2. The form is still being processed by the bank and the auto debit transaction will only go through upon approval from the bank.

Answer:

If your bill has been overdue for 3 months, your auto debit account will automatically be reverted back to regular payment mode. If you still wish to proceed with auto debit mode, kindly provide us with your card number, expiry date, issuing bank and card type to proceed.

5. Sales and Service Tax (SST)

Answer:

Sales tax is a single-stage tax charged on taxable goods manufactured in Malaysia by a taxable person or on taxable goods imported into Malaysia.

Answer:

Service Tax is tax charged on any provision of taxable services made in Malaysia by a taxable person.

Answer:

No, all the products and services supplied by Coway are not subjected to sales tax or service tax.

Answer:

No, Coway is not required to register for sales tax and service tax.

Answer:

No, GST is no longer applicable from 1 September 2018 onwards.