WARRANTY POLICY

Effective Date: May 2026  ·  Applies to all cravve. products purchased directly at cravve.co


Our Commitment

At cravve., we stand behind every product we sell. Our warranty exists to protect you against genuine manufacturing defects and faults — because we believe that when you invest in a cravve. product, it should perform exactly as it was designed to.

This Warranty Policy applies to all cravve. products purchased directly from cravve.co by customers in Malaysia and Singapore. Products purchased through third-party retailers or marketplaces are not covered under this policy and must follow the respective retailer's warranty terms.



1. Warranty Activation

To receive coverage under Cravve's Limited Warranty, the product must be registered within 30 days from the date of delivery.

How to Activate Your Limited Warranty

  • Complete the warranty registration form at cravve.co within 30 days of receiving your product.
  • Provide the requested purchase information, including your order number and the email address associated with the purchase.
  • Registration information must be complete and accurate and must correspond with a valid purchase from Cravve or an authorised sales channel.
  • Cravve may request proof of purchase, product identification, serial number, or other reasonable information to verify warranty eligibility.

Products that are not registered within the 30-day activation period will not qualify for coverage under Cravve's Limited Warranty, unless otherwise expressly confirmed by Cravve in writing.

Warranty registration does not itself confirm that any particular fault or damage is covered. All claims remain subject to the coverage, exclusions, assessment requirements, and other terms of this Warranty Policy.

Registration under Cravve's Limited Warranty does not affect any rights or remedies that a consumer may have under applicable Malaysian law.



2. Warranty Period

The applicable Limited Warranty period is stated on the respective product page or product documentation provided at the time of purchase. Warranty periods may vary between products.

  • The Limited Warranty period begins from the original date of purchase, as shown on the valid order record or proof of purchase.
  • A valid proof of purchase may be required for warranty verification and must clearly identify the purchase and applicable product.
  • Warranty registration does not restart, extend, or otherwise alter the original warranty period.
  • Any repair, replacement product, or replacement component provided under this Limited Warranty does not restart or extend the original warranty period, except where required by applicable law or expressly confirmed by Cravve in writing.
  • Any promotional warranty extension applies only where expressly offered by Cravve in writing and remains subject to the applicable promotional terms.
  • Warranty coverage expires upon completion of the applicable warranty period, subject to any rights or remedies available under applicable law.

Always refer to the product page, order documentation, and applicable warranty terms for the warranty period relating to your product.



3. What Is Covered

Cravve Scoopé Limited Warranty – Main Electric Motor

Subject to the terms, conditions, exclusions, and claim procedures set out in this Warranty Policy, Cravve's limited warranty covers manufacturing defects affecting the main electric motor only during the applicable warranty period.

A claim under this limited warranty will only be covered where Cravve's assessment determines that:

  • the main electric motor has suffered a manufacturing defect or internal electrical/mechanical failure;
  • the failure occurred during normal and intended use of the product;
  • the product has been operated, assembled, cleaned, maintained, and handled in accordance with Cravve's User Guide, Quick Setup Guide, safety instructions, and other official operating instructions provided with the product; and
  • the failure was not caused or contributed to by misuse, improper operation or handling, failure to follow instructions, external factors, normal wear and tear, or any circumstance excluded under Section 4 of this Warranty Policy.

All other components, parts, accessories, consumables, wear components, and damage arising from causes other than a covered manufacturing defect of the main electric motor are excluded from Cravve's limited warranty, subject always to any rights the consumer may have under applicable law.

All warranty claims are subject to inspection, verification, and technical assessment by Cravve. Submission of a warranty claim does not automatically entitle the customer to repair, replacement, refund, or any other remedy. Where a claim is accepted under this limited warranty, the applicable remedy will be determined in accordance with this Warranty Policy and applicable law.

This limited warranty is provided in addition to, and does not exclude, restrict, or modify, any rights or remedies that cannot lawfully be excluded under applicable Malaysian consumer law.

Quality Assurance: Every Cravve Scoopé undergoes a two-stage quality-control inspection and functional testing process prior to dispatch. QC records may be retained by Cravve for quality assurance, traceability, warranty assessment, and internal verification purposes.


4. What Is Not Covered

Cravve's Limited Warranty does not cover any fault, damage, deterioration, or failure that does not arise from a covered manufacturing defect of the main electric motor as defined in Section 3.

Accessories, Consumables & Wear Components

The following components are excluded from this Limited Warranty, including but not limited to:

  • Processing blade / paddle
  • Processing shaft, spline, coupling, and drive components
  • Processing bowl and related components
  • Pint cups, containers, and lids
  • Seal rings, gaskets, O-rings, and other seals
  • Care Kit contents, including brushes, air blower, cleaning pouch, and other cleaning accessories
  • Other accessories, consumables, detachable parts, or components subject to normal wear and tear

Normal deterioration, wear, or replacement of these components through use is the customer's responsibility.

Improper Use, Handling & Failure to Follow Instructions

The Limited Warranty does not cover any fault or damage caused or contributed to by:

  • Misuse, negligence, accident, abuse, or improper handling
  • Improper assembly, installation, operation, cleaning, storage, or maintenance
  • Failure to follow Cravve's User Guide, Quick Setup Guide, safety instructions, QR-linked instructional materials, or other official operating and care instructions provided with the product
  • Incorrect preparation or processing of ingredients, including operation under conditions inconsistent with Cravve's instructions
  • Incorrect installation, alignment, engagement, locking, or removal of the processing bowl, blade/paddle, shaft, container, or other components
  • Forcing, obstructing, overloading, jamming, or otherwise interfering with the normal movement or operation of the machine
  • Continued operation after an abnormal condition, obstruction, or incorrect installation becomes apparent
  • Use of non-recommended accessories, replacement parts, consumables, cleaning agents, or attachments
  • Unauthorised modification, repair, disassembly, tampering, or attempted repair by any person not authorised by Cravve

External Causes & Operating Conditions

The Limited Warranty does not cover damage or failure caused or contributed to by:

  • Exposure to liquids, excessive moisture, extreme temperatures, impact, dropping, contamination, or operating/storage conditions outside those specified by Cravve
  • Power surges, unstable electrical supply, incorrect voltage, incompatible power sources, adapters, or electrical connections
  • Foreign objects or substances entering the machine
  • Transportation, storage, or handling after delivery that causes damage to the product
  • Any other external event or circumstance unrelated to a covered manufacturing defect of the main electric motor

Normal Wear, Cosmetic Condition & Maintenance

The Limited Warranty does not cover:

  • Normal wear and tear arising from use
  • Scratches, marks, stains, discolouration, fading, or other cosmetic deterioration that does not materially affect normal operation
  • Routine cleaning, maintenance, adjustment, lubrication, or replacement of wear components
  • Noise, vibration, movement, or other operating characteristics that are determined to be within the product's normal operating parameters

Warranty Eligibility & Product Identification

Warranty coverage may be declined where:

  • The product has not been registered within the applicable 30-day warranty activation period, where registration is required
  • Valid proof of purchase from Cravve or an authorised sales channel cannot be provided
  • The serial number, product identification, warranty label, or other identifying information has been removed, altered, damaged, or made illegible
  • The applicable warranty period has expired
  • Cravve is unable to reasonably verify the product's purchase or warranty eligibility

Third-Party, Second-Hand & Campaign Units

Unless otherwise expressly confirmed by Cravve in writing:

  • Products purchased second-hand, through private resale, or from an unauthorised third-party seller are not covered by Cravve's standard Limited Warranty
  • Complimentary, gifted, sample, promotional, influencer/KOL, review, or campaign units are not retail purchases and do not carry transferable retail warranty coverage when subsequently sold or transferred to another person
  • Any inspection, troubleshooting, repair, replacement, discount, assistance, or other support voluntarily provided by Cravve for an otherwise ineligible product is provided at Cravve's discretion as a goodwill gesture and does not create or reinstate warranty coverage or establish an entitlement to any future remedy

Assessment of Warranty Claims

Cravve may require reasonable information or evidence necessary to assess a warranty claim, including proof of purchase, product identification, photographs, videos, operating information, return of the product for inspection, or other relevant information.

Warranty eligibility will be assessed based on the available evidence, condition of the product, applicable QC and service records, and the terms of this Limited Warranty.

Where the assessment determines that the reported fault does not fall within the coverage defined in Section 3, the claim will not qualify for a remedy under Cravve's Limited Warranty.

Nothing in this Limited Warranty excludes, restricts, or modifies any consumer right or remedy that cannot lawfully be excluded under applicable Malaysian law.



5. How to Make a Warranty Claim

If you experience a fault with your product and wish to make a claim under Cravve's Limited Warranty, please contact us at:

Email: hello@cravve.co

Please provide:

  • Full name
  • Order number and valid proof of purchase
  • Product serial number or other requested product identification
  • A clear description of the reported fault
  • Clear photographs and/or videos showing the reported fault
  • Any additional information reasonably requested by Cravve for technical assessment

Cravve may require additional photographs, videos, operating information, troubleshooting steps, or return of the product for physical inspection before determining warranty eligibility.

Claims will generally be reviewed within 3–5 business days after sufficient information has been received. Additional time may be required where further technical assessment or physical inspection is necessary.

Submitting a warranty claim does not automatically mean that the reported fault is covered. All claims are subject to verification and assessment under this Warranty Policy.

Warranty claims must be submitted within the active warranty period. Do not return any product to Cravve without prior return authorisation. Unauthorised or unsolicited returns may not be accepted.



6. Warranty Remedy

Where Cravve determines that a fault is covered under this Limited Warranty, Cravve will provide the applicable warranty remedy in accordance with this Warranty Policy.

Depending on the nature of the covered fault and the results of the technical assessment, Cravve may, at its discretion and subject to applicable law:

  • Repair the covered defect;
  • Replace the defective covered component;
  • Replace the product with the same model; or
  • Where the same model is unavailable, provide an equivalent replacement product of comparable specification and value.

Before any remedy is provided, Cravve may require the affected product to be returned for inspection and verification.

Where a return is required:

  • The customer must follow the return instructions provided by Cravve.
  • Products must be adequately packaged to prevent damage during transit.
  • A tracked and appropriately insured delivery service is strongly recommended.
  • Cravve is not responsible for loss or damage occurring during return transit where the return transportation is arranged by the customer.
  • Return and replacement shipping arrangements will be communicated as part of the approved warranty claim.

Where a replacement product or component is provided under this Limited Warranty, the replacement does not restart or extend the original warranty period. The remaining warranty period will continue from the original purchase date, except where otherwise required by applicable law or expressly confirmed by Cravve in writing.

Replacement or repair timelines are estimates only and may vary depending on technical assessment, parts availability, stock availability, and circumstances reasonably outside Cravve's control.

Nothing in this section limits any remedy that cannot lawfully be excluded under applicable Malaysian consumer law.



7. Warranty Claim Conditions

    Claims under Cravve's Limited Warranty are subject to the following conditions:

    1. Warranty Registration
      The product must have been registered in accordance with Section 1 within the applicable 30-day activation period.
    2. Original Purchaser & Proof of Purchase
      The Limited Warranty is non-transferable and applies only to the original eligible purchaser. Valid proof of purchase from Cravve or an authorised sales channel may be required.
    3. Warranty Period
      The reported fault must have arisen within the applicable Limited Warranty period, and the claim must be submitted within that period.
    4. Proper Use & Compliance with Instructions
      The product must have been used, assembled, operated, cleaned, maintained, and handled in accordance with Cravve's applicable User Guide, Quick Setup Guide, safety instructions, QR-linked instructional materials, and other official product instructions.
    5. No Unauthorised Modification or Repair
      The product must not have been modified, disassembled, tampered with, or repaired or attempted to be repaired by an unauthorised party.
    6. Assessment & Verification
      The customer must provide reasonable information and cooperation necessary for Cravve to assess the claim. This may include photographs, videos, proof of purchase, product identification, operating information, troubleshooting, and/or return of the product for inspection.
    7. No Verifiable Covered Fault
      A claim will not qualify under this Limited Warranty where Cravve's assessment does not identify a fault covered under Section 3, or where the reported condition falls within an exclusion under Section 4.
    8. False or Misleading Information
      Cravve may reject a claim where materially false, altered, fraudulent, or misleading information or documentation has been knowingly submitted in connection with that claim, subject to applicable law.
    9. Goodwill Assistance
      Any assistance, troubleshooting, repair, replacement, discount, or other support provided outside the scope of this Limited Warranty as a goodwill gesture does not create, reinstate, extend, or transfer warranty coverage, nor establish an entitlement to any subsequent remedy.

    These conditions apply to Cravve's Limited Warranty and do not exclude, restrict, or modify any consumer rights or remedies that cannot lawfully be excluded under applicable Malaysian law.



8. Actions That Void the Warranty

Cravve's Limited Warranty does not apply where the claimed fault or damage is caused or contributed to by any of the following:

  • Unauthorised disassembly, modification, tampering, repair, or attempted repair of the product
  • Use of the product outside its intended purpose, operating conditions, or specifications
  • Misuse, negligence, abuse, improper operation, or improper handling
  • Failure to follow Cravve's User Guide, Quick Setup Guide, safety instructions, QR-linked instructional materials, or other official operating and care instructions
  • Use of non-recommended accessories, replacement parts, consumables, attachments, or cleaning agents where such use causes or contributes to the reported fault or damage
  • Removal, alteration, defacement, or tampering with the product's serial number or other identifying information where Cravve is unable to reasonably verify the product's identity or warranty eligibility

Warranty registration, eligibility, exclusions, and claim requirements are further governed by Sections 1, 4 and 7 of this Warranty Policy.

Products must not be returned to Cravve without prior return authorisation. Unauthorised or unsolicited returns may be refused or returned to the sender and do not constitute an accepted warranty claim.



9. Geographic Coverage

Cravve's Limited Warranty is available for eligible products purchased directly from Cravve or through an authorised sales channel and originally delivered to an eligible address in Malaysia or Singapore.

Malaysia

Warranty service is available for eligible customers throughout Peninsular Malaysia, Sabah and Sarawak.

Where return of a product is required, applicable return arrangements, shipping responsibilities and instructions will be communicated by Cravve as part of the warranty assessment process. Shipping times may vary depending on location.

Singapore

Warranty service is available for eligible products originally delivered to customers in Singapore.

Where physical inspection or return of the product to Malaysia is required, Cravve will provide the applicable return instructions and shipping arrangements as part of the warranty claim process.

Other Countries

Products purchased or delivered outside Malaysia and Singapore are not covered under Cravve's standard Limited Warranty unless warranty coverage was expressly confirmed by Cravve in writing at the time of purchase.

Any assistance provided for products outside the standard geographic coverage is at Cravve's discretion and does not establish ongoing warranty coverage.

Geographic limitations under this Limited Warranty do not exclude any rights or remedies that cannot lawfully be excluded under applicable law.



10. General

  1. Statutory Consumer Rights
    This Limited Warranty provides contractual warranty coverage in addition to any rights or remedies available under applicable consumer protection laws. Nothing in this Warranty Policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded, restricted, or modified.
  2. Scope of Cravve's Limited Warranty
    This document sets out the terms and conditions of Cravve's Limited Warranty. Any additional warranty commitment must be expressly confirmed by Cravve in writing. This does not affect any statutory rights or guarantees that apply independently of this Limited Warranty.
  3. Applicable Warranty Version
    Cravve may update or amend this Warranty Policy from time to time. Unless otherwise required by applicable law, the warranty terms applicable to a product will be the version in effect at the time of the original purchase. Subsequent amendments will not retrospectively reduce the Limited Warranty coverage applicable to an existing eligible purchase.
  4. Relationship With Other Policies
    This Warranty Policy should be read together with Cravve's applicable Terms of Service, Refund and Cancellation Policy, User Guide, Quick Setup Guide, safety instructions, and other product documentation.
  5. Severability
    If any provision of this Warranty Policy is determined to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.
  6. No Waiver Through Goodwill Assistance
    Any delay, exception, accommodation, troubleshooting, discount, repair, replacement, or other goodwill assistance provided by Cravve does not waive Cravve's rights under this Warranty Policy or create an entitlement to the same or any additional remedy in the future.


Contact Us

For all warranty enquiries and claims, please contact us at:


Crafton Group Sdn Bhd

Operating as cravve.

Email: hello@cravve.co

Website: cravve.co


We aim to respond to all warranty enquiries within 3–5 business days.



This Warranty Policy is governed by the laws of Malaysia. For questions about your consumer rights under Malaysian law, you may contact the Ministry of Domestic Trade and Cost of Living (KPDN) at www.kpdn.gov.my. For Singapore consumer rights, please refer to the Consumer Association of Singapore (CASE) at www.case.org.sg.


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