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I-SYSTEM  | Quality Control      | Warranty     | Customer Service   

Policy & Terms

I-SYSTEM Guarantee

ISME is committed to providing the highest standards of products and services. The I-SYSTEM Guarantee is designed to ensure our products and services are enriched and enhanced through four core principles:

  1. Quality Control
  2. I-SYSTEM Warranty (also known as 1+1 Warranty)
  3. Packaging & Delivery
  4. Customer Care

We are dedicated to continuous improvement of our products through the implementation of a carefully planned quality program. Products are labelled with I-SYSTEM void sticker, when the product is inspected and tested by our qualified technicians. The I-SYSTEM Void Sticker comes with a unique serial number. This will protect your rights and enable the support and services covered in the I-SYSTEM Warranty.

At ISME, we have established a set of guidelines for the I-SYSTEM Quality Control (QC) Procedure, in consistent with the I-SYSTEM Guarantee. We are committed to build customer confidence, satisfaction and long-term trust by providing highest standard of products and services. It is an additional measure to address products inconsistency and faults before it is delivered to our customers.

When you purchase from ISME, you are automatically eligible for the I-SYSTEM Warranty. Warranty void if I-SYSTEM Void Sticker is removed from the product. Under certain circumstances, some products and services are not covered under the I-SYSTEM Warranty. (See “Exclusions”)

The warranty term for instrument includes:

  • 1 Year Manufacturing Warranty: First year from the date of invoice or delivery order
    Any material defect in the hardware existing at the date of delivery (e.g. Defects in design or materials, failure to conform to express warranties which become apparent within first year after delivery) shall be remedied by ISME at its sole discretion by repair or replacement).
  • 1 Year ISME Warranty: Second year from the date of invoice or delivery order
    Spare parts and electronic components are available for replacement by the technical team at ISME.
  • Free Troubleshooting & Diagnosis: First 2 years from the date of delivery (See “Customer Care”)

To make a claim under I-SYSTEM Warranty, customer needs to contact ISME with the I-SYSTEM Serial Number to check the if they are entitled for the Warranty.

The warranty does not include freight and packaging cost sending back to ISME or the manufacturer.

The warranty does NOT cover the following circumstances:

  • Products that are not purchased from ISME
  • Consumable products like pH Sensors, ORP Sensors and DO Sensors
  • When I-SYSTEM Void Sticker is broken/removed
  • Failure or excessive fluctuation of electrical power or other hazardous environmental conditions. 
    Example: Lightning strike where burnt marks are evident on the item; or burnt modules in hardware caused by excessive fluctuation of electrical power
  • Damage caused by misuse/neglect by end user and/or its agents
  • Repair or renewal of any consumable material/parts
  • Usage of non-ISME verify consumable materials and/or accessories which may affect the performance of the item
  • Any attachments or associated equipment (whether supplied by ISME) which is not part of the configuration of the item under warranty
  • Any third party work that affects the functionality of the products
  • We’ve got all the information and support you need.
  • Free troubleshooting and diagnosis for products that are under the I-SYSTEM 1+1 Warranty
  • Additional charges will apply if the product is no longer covered by warranty (See “Exclusion of Warranty”)
  • Free access to product information, including data sheets, charts and tables
  • Free advice and information from our technical agents and engineers via phone, email or WhatsApp
  • Our experts will locate suitable instruments to your application
  • We stock the replacement spare parts for some products to ensure minimal downtime for our customers. Contact us to check availability. Additional charges may apply.
  • Our operating hours are from 8.30 to 18.00, Monday to Friday.

The ISME I-SYSTEM master catalogue features a selection of our instruments and products. If you prefer to search for products and order them from a catalogue, we are happy to provide one. Kindly contact us at sales@ismesb.com to request for your copy.

To access our full range of products, please browse our website. With our online search function, it’s easier to find exactly what you need. 

QMS Quality Policy

The Management and Staff of ISME Sdn Bhd are committed to implement its Quality Management system to:

  1. Provide quality services to meet the expectations of clients. We strive to deliver our projects on time with quality and effectiveness to achieve client satisfaction;
  2. Identify and implement continual improvement to enhance customer satisfaction;
  3. Provide training for our staff to enhance their capacity to work productively and safely, and to equip them with the necessary competency to help meet the challenges of the company;
  4. Encourage staff to feedback to the management on quality and QMS matters;
  5. Comply to all applicable quality legislations and client requirements;
  6. Establish a framework for the review of the QMS Quality Policy and Objectives.

Products Return Policy

We recommend that you inspect the products immediately when it is delivered to you/when you collected it from our stores.  This is to ensure that you are completely satisfied with the products, including that the products are of acceptable quality, and matches the description we have provided to you. Customized orders are not covered under the Products Return Policy.

You may return it to us with its original condition, with the I-SYSTEM warranty void sticker still labeled on the products; Within 7 days of the invoice date and we’ll credit back to your account. Credited amount can be used for your next purchase in your account.

Kindly fill in the products return form and contact our sales representative at contact for further arrangements.

The products must be in new condition and returned in the original packaging along with all original accessories (including manuals, certificate of calibrations). The product must not have been used or installed or had any data inputted.

We will conduct an evaluation within 7 days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end. We reserve the right to reject any return or exchange deemed unfit or unreasonable. This policy does not include freight and packaging cost sending back to ISME or the manufacturer.

Please make sure the products are in their original packaging and packed securely and clearly labeled. It is your responsibility to make sure the items are securely packaged.

Product Information

All published prices are indicative and are subject to change without prior notice at any time.

Published prices do not include taxes or duties, that may be levied on the transaction by local or foreign government. Any taxes/duties ISME SDN BHD (also known as ISME) is required to collect from the Buyer will be added to the invoice.

All payments must be made in Ringgit Malaysia or US dollars. Payment must be made within 7 days from date of order placed, following by remittance slip email to sales@ismesb.com. Your order will be cancelled automatically if payment is not received within this period.

Orders online are processed within 24-72 business hours of being placed with an email confirmation receipt of your order details sent to you.

Ex-stock

Lead time for ex-stock products (subject to prior sales) is 3-7 business days unless stated otherwise. Once your order is acknowledged, we will require minimum of 3 business days internally to prepare your order for pickup or delivery. Our internal fulfillment process includes the QC Procedures, documentation, packing and preparation for pickup. We practice a strict 2-step approach for our QC Procedure, requiring products to be inspected on the day of delivery. Any orders that neglect the fulfillment process are not eligible for the I-SYSTEM Warranty.

Stock Availability

Approximate lead times are indicated on most of our product range. However, we encourage users to contact us to confirm the stock availability and actual lead time before placing an order to avoid disappointment or delay.
Occasionally, there may be an unanticipated high demand for a product or other delay that could cause an item to be temporarily out of stock. The lead time for out of stock products, is within 4-6 weeks after payment is remitted. We will advise you immediately should a product become unavailable temporarily.

Delivery & Packaging

An I-SYSTEM box is designed for repurpose. We encourage our customers to utilize the carton board otherwise destined for the recycle bin. A standard I-SYSTEM box is 49.5cm (width) x 30cm (depth) x 30cm (height).

Packaging may vary during the case when a product is larger than our standard packaging dimensions. We will advise our customers about the dimensions, weight and any additional charges when situation like this occurs.

Inside the Package

Protective foams are placed in packaging to prevent damage during delivery. By filling the gaps, these foams can hold any shapes, protecting vulnerable parts and corners of your products. Documentations that will be included in/on the packaging will include (but not limited to):

  • Packing list
  • Performa invoice
  • Custom declaration form
  • Calibration certification

All prices are in Ringgit Malaysia or US Dollars. The delivery terms are subject to international trade terms. Delivery dates are subject to revision at any time due to causes beyond the ISME’s control. These would include, but not be limited to custom clearance delays, transportation delays, natural disaster, and any action by or prior system imposed by authority of any government agency. Any delay or non-delivery caused by the foregoing shall not result in liability for ISME.

Delivery within Peninsular Malaysia is RM50 per order and delivery within East Malaysia is RM120 per order. Packaging may vary during the case when a product is larger than our standard packaging dimensions. We will advise our customers about the dimensions, weight and any additional charges when situation like this occurs.

Delivery tracking number will be emailed upon shipping.

Delivery lead time from Centralize Distribution Warehouse to Peninsular Malaysia is 2-5 working days from the time you are advised that your order is sending out, unless you are notified otherwise (some very remote locations may take longer).

Delivery lead time from Centralize Distribution Warehouse to East Malaysia is 4-8 working days from the time you are advised that your order is sending out, unless you are notified otherwise (some very remote locations may take longer).

Please contact us if your order does not arrive within 2 weeks.

Expedite delivery for ex-stock items is possible and can be arranged at an additional fee.

For international orders, freight is calculated based on weight, volume and destination.

We would be happy to advise cost of courier or sea freight and the estimated time of delivery before processing the order and payment. Please email us at sales@ismesb.com for a shipping quote.

You are required to supply the contact of the recipient (ie name, local phone number, address) upon confirming your order.

Cookies Policy

This website uses cookie technology. A cookie is a piece of code stored by the browser on your computer at the request of our server. The cookie will collect information relating to your use of our services, information about your device, e.g. the device’s IP address and browser type, broad location and, if you arrived at our site via a link from third party site, the URL of the linking page. If you have registered for any services or you are a subscriber, it may also collect your name and email address, which may be transferred to data processors for registered user or subscriber verification purposes.

Similar technologies known as “local storage” may also be used in our products and services as an alternative to cookies. This is technology which is similar to cookies and performs very similar functions, such as caching data to enable us to improve our services, allowing you to register for our services, tracking activity to enable us and our advertisers to advertise to you in accordance with this policy and counting the number of people who view adverts on our services. Where we refer to “cookies” in this policy, we mean cookies or similar technologies.

Cookies record information about your online preferences and help us to tailor our products and services to your interests. Information provided by cookies can help us to analyse your use of our services and help us to provide you with a better user experience.

  • Session cookies are only stored for the duration of your visit to a website and are deleted from your device when you close your browser;
  • Persistent cookies are saved on your device for a fixed period of time after the browser has closed and are used where we (or a third party) need to identify you for a later browsing session. The fixed period of time is typically 30-90 days for targeting or behavioural advertising cookies and may be up to 26 months for analytical performance and measurement cookies;
  • First party cookies are set by the website you are visiting;

  • Third party cookies are cookies used within our services which are set by other organisations. These include cookies from external analytics services which help us to understand the use of our sites, or by advertisers so that they can track the effectiveness of their advertisements.
  1. Functional cookies
    Functional cookies are essential to the running of our services. They are used to remember your preferences on our websites and to provide enhanced, more personal features. The information collected by these cookies is usually anonymous, so we cannot identify you personally. Functional cookies do not track your internet usage or gather information which could be used for selling advertising, but they do help with serving advertising. These cookies are usually session cookies which will expire when you close your browsing session.

  2. Essential or ‘Strictly Necessary’ Cookies
    These cookies are essential for the running of our services. Without these cookies, parts of our websites would not function. These cookies do not track where you have been on the internet and do remember preferences beyond your current visit and do not gather information about you that could be used for marketing purposes. These cookies are usually session cookies which will expire when you close your browsing session.

  3. Analytical Performance and Measurement Cookies
    Analytical performance cookies are used to monitor the performance of our services, for example, to determine the number of pageviews and the number of unique users a website has. Web analytics services may be designed and operated by third parties. The information provided by these cookies allows us to analyse patterns of user behaviour and we use that information to enhance user experience or identify areas of the website which may require maintenance. The information is anonymous (i.e. it cannot be used to identify you and does not contain personal information such as your name and email address) and it is only used for statistical purposes.

  4. Targeting or ‘Behavioural Advertising’ Cookies
    These cookies, which may be placed on your device by us or our trusted third party service providers, remember that you have visited a website and use that information to provide you with content or advertising which is tailored to your interests. This is often called online behavioural advertising and is done by grouping together shared interests based upon web browsing history. Your web browsing history can be used to infer things about you (e.g. your age, gender etc.), and this information may also be used to make advertising on websites more relevant to you. Without these cookies, content and advertisements you encounter may be less relevant to you and your interests. If you would like more information about online behavioral advertising, including how to opt-out of these cookies, please visit: http://www.youronlinechoices.com/.

  5. Other Third Party Cookies
    You may notice on some pages of our websites that cookies have been set that are not related to ISME SDN BHD. When you visit a page with content embedded from, for example, Vimeo, Mailchimp or Facebook, these third party service providers may set their own cookies on your device. ISME SDN BHD does not control the use of these third party cookies and cannot access them due to the way that cookies work, as cookies can only be accessed by the party who originally set them. Please check the third party websites for more information about these cookies. We also include web beacons in our emails to track the success of our marketing campaigns. This means that if you open an email from us we can see which of the pages of our website you have visited. Our web beacons do not store additional information on your device but, by communicating with our cookies on your device, they can tell us when you have opened our email.

In some cases, you can choose to accept cookies from the primary site, but block them from third parties. In others, you can block cookies from specific advertisers, or clear out all cookies. Deleting or blocking cookies may reduce functionality of the site. To learn more about how to reject cookies, visit http://www.allaboutcookies.org/ or go to the help menu within your internet browser. If you experience any problems having deleted cookies, you should contact the supplier of your web browser.

For more information about third party cookies generated by advertisers please visit http://www.youronlinechoices.com.

Please be aware that these are third party websites and ISME SDN BHD does not accept any liability for the instructions given on these sites.

Privacy Policy

ISME SDN BHD is committed to complying with its obligation under the National Privacy Act. If you require further information regarding the guidelines, please go to the website http://www.pdp.gov.my/index.php/en/akta-709/personal-data-protection-act-2010

We collect personal data from you, which you volunteer when you provide such Data to us via our services with which you interact. These services include, but are not limited to, the ISME SDN BHD website, personal meetings, exhibitions and trade shows attendance, referrals from our representatives, distributors and/or other customers, etc. The Data we may collect includes, but is not limited to, your full name, your business or personal address, your various email addresses, your various phone numbers, your company, details of your relationships with our representatives and/or distributors, and any other Data that we feel is legitimately necessary for us to conduct normal business operations with you.

Under no circumstances we disclose your personal details to any third party without your written authorization unless otherwise required by law of federal agencies.

Personal information is only used for your orders, delivery and from time to time marketing purpose (i.e. Newsletter, promotions and new products etc.)

If you do not want to receive any marketing information, please advise us in writing. We do not sell any personal information to agencies or third parties.

We have measures in place to ensure personal information provided on our website is protected. All information is secured electronically and we have in place appropriate security and systems in place to protect it. If you require access to your personal information stored on our database, we will request some proof of identity. If your details are incorrect, please notify us and we will amend the record on our database.

We may amend our policy from time to time or as required by law, and this will be updated on our website. If we make any substantial changes in the way we use your personal information, we will notify you by posting a prominent announcement on our pages. Refer to our website for updated details.