Find Other FAQs

Yes, on selected items and areas in  Malaysia. You can check the available installation options upon checking out and refer to the serviceable postcode areas here

Standard Installation Service Coverage for West Malaysia: Click here for postcode coverage

Express Installation Service Coverage for West Malaysia: Click here for postcode coverage

Installation Service Coverage for East Malaysia : Installation service in East Malaysia is only applicable for customers who opted for Express Delivery (with installation) only.

Unfortunately, we do not provide uninstallation services. You will need to uninstall your existing appliances yourself or work with a 3rd party service provider for this.

Disposal service is only available for appliances ordered with installation service (provided your existing appliances had been uninstalled at the point of installation).

• • Add installation service for both items
• • Check the total cost at checkout

Yes, you may schedule delivery service for selected postcodes in Klang Valley for selected refrigerator and washing machine models, subject to availability. This delivery option is not available (i) for mobile, tablets and accessories; and (ii) order with installation service.

Once you have placed your order and selected the preferred delivery date, our staff will contact you to confirm the delivery date. Re-scheduling will not be permitted once the delivery date has been confirmed.

There are only limited number of slots daily. This delivery option will be disabled once the available slots are fully taken.

Whilst we endeavour to deliver your order based on the preferred delivery date, we may have to reschedule your delivery in the event of unforeseen circumstances or unavoidable operational issues. In that case, our staff will contact you to reschedule another delivery date.

In case of any problems with your delivery, please reach out to our Customer Support team at 1-800-88-9999 (24 Hours / 7 days a week) for assistance . Our team will investigate where appropriate and will keep you informed of the progress and provide assistance.

While we do not offer exchanges or replacements, if the product is incorrect, damaged or defective, you can return the item within 7 working days. You may contact our Samsung Support team at 1800-22-8899 (24 Hours / 7 days a week) or email us at my_shop@samsung.com for assistance.

The information below applies only to returns made from Samsung.com, and does not include in-store returns, including Samsung Experience Stores.

The return process is as follows :

1. All return must meet the following requirements:

(a) The item must be shipped back to us within 7 working days from delivery date.

(b) You must have proof of purchase with valid order invoice number and receipt.

(c) Product must be in new condition and returned in its original packaging along with all accessories/parts (including manual(s), warranty card(s), certificate of authenticity) and free gift(s) received with it. All packaging must be unused, unmarked and not deformed in any manner.

(d) Item must be returned in the original box (with suitable packaging) to protect the product from damage during return delivery.

2. If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and call our Customer Support team at 1-800-88-9999 (24 Hours / 7 days a week) for assistance or email us at my_shop@samsung.com. Our team will verify the reason for return:

(a) If your return is valid:

(i) we will arrange a free return pick-up for you where our courier company will pick up the package from you;

(ii) Upon our receipt of the returned product, you will receive an email confirmation;

(iii) We will conduct an evaluation within fourteen (14) working days from the day of receipt;

(iii) We will process your refund through the same mode of payment used in the order.

(b) If your return is not valid:

(i) We will notify you and arrange the items to be returned to you at the same delivery address;

(ii) You will be charged for the delivery fee for the return of the product to you.

We reserve the right to reject any return or refund deemed unfit or unreasonable.

1. Cancellation is not available for the following order(s):

(a) Pre-order;

(b) Online Exclusive/ Bespoke order;

(c) Express Delivery;

(d) Express Delivery with Installation;

(e) Express Store Pickup

Please note that we are unable to accommodate any order cancellation once the order has been prepared for dispatch.

2. Any voucher code used in a cancelled order will not be refunded/reinstated.

3. Partial cancellation is not allowed. Upon successful cancellation, all item(s) in that order will be cancelled.

4. For further enquiries, you may reach out to our Customer Support team at 1-800-88-9999 (24 Hours / 7 days a week).

1. If your return is valid, there will be no charge for returning products within the return period (7 working days from the delivery date). We will arrange a free return pick-up for you.

2. Alternatively, if the product is covered by Samsung warranty policy, you may bring the product to any Samsung Service Centre or you may contact our Customer Support team at 1-800-88-9999

(24 Hours / 7 days a week).

3. If your return is not valid, you will be charged for the delivery fee for the return of the product to you at the same delivery address.

• • Low battery (Lo)

• • When the Jet bot is stuck, jammed, or trapped
  If the Jet bot is stuck, jammed, or trapped in the main body while driving, or the driving wheel is lifted, it stops while displaying the notification (!).

• • Check if the Bespoke AI Jet Bot ’s battery is discharged.
• • When the Bespoke AI Jet Bot ’s Status Indicator turns and stays red, place the Bespoke AI Jet Bot manually on the Clean Station to charge it.
• • When you manually charge the Bespoke AI Jet Bot because of the discharged battery, the buttons on the Bespoke AI Jet Bot do not work. When charging is partially complete (about 10-20 minutes), the bottons will work.

• • If the Brush at the bottom of the Bespoke AI Jet Bot is blocked by foreign matter, set the Jet Bot to Energy-Saving mode and remove foreign matter from the Brush.
• • When noise suddenly increases, set the Jet Bot to Energy-Saving mode and empty the Dustbin

• • The supporting OS version for the SmartThings app may change later.
• • For rooted smart devices, standard installation and use will not be guaranteed.
• • Connect the Bespoke AI Jet Bot to a wireless router by referring to the SmartThings app of the user manual.

• • Check if there’s a power failure or whether the power plug is unplugged.
• • Remove any obstacles around the Clean Station that may prevent the Jet Bot from returning to the Clean Station.
• • When there’s foreign matter on the Charging Pins , clean them with a soft cloth, as charging can be affected.
• • Clean the foreign matter off the Charging Pins.

• • Detach the Mop Spin Board and check for any debris caught or tangled to it. Remove the debris and resume cleaning.
• • If the same problem occurs continuously, contact Customer Service.

• • Check and make sure the Brush Cover on the bottom is properly assembled.
• • The rubber that sweeps away dust may make a sound due to friction with the floor, however it will disappear after a certain period of time.
• • If the same problem occurs continuously, contact Customer Service.

• • Try restarting the SmartThings app.
• • Disconnect and reconnect your smartphone from the wireless router.
• • Activate and then deactivate the Energy-Saving mode, wait for a few minutes, and then open the SmartThings app again.

• • To create a map, you need to register the device first and then start creating a map with the SmartThings app.
• • When the Bespoke AI Jet Bot starts cleaning from the Clean Station and completes cleaning one time in Auto Clean, a map is saved.

• • The Bespoke AI Jet Bot may fail to detect pet waste if it is located in the dead zone of the object recognition sensor.
• • The Bespoke AI Jet Bot may fail to detect pet waste and recognize it as a debris that needs to be cleaned if it is smaller than 2 cm x 3 cm in size.
• • The Bespoke AI Jet Botmay fail to detect pet waste if its color, pattern, or shape blends with the floor. Additionally, direct or reflected light may hinder its ability to recognize pet waste.