Frequently Asked Questions

CUCKOO Products

> What are the types of products you offer? At CUCKOO, we offer a diverse range of Healthy Appliances and Living products to help create Healthier Homes. Our vibrant range of products includes: 1. Water Purifiers 2. Air Purifiers 3. Multi-Cookers 4. Induction Hobs & 5. Kitchenwares 6. Outdoor Water Filter 7. Mattresses 8. Air Conditioners _______________________________

> Where are your products from? All CUCKOO Water Purifiers, Air Purifiers, Multi-Cookers, Induction Hobs and Kitchenwares sold in Malaysia are manufactured and imported from Korea; while all CUCKOO Outdoor Water filters, Mattresses and Air Conditioners sold in Malaysia are curated locally. _______________________________

> Are all CUCKOO products SIRIM and HALAL certified? All CUCKOO products have been certified safe under SIRIM and other relevant accreditation from the authorities. On top of that, CUCKOO Water Purifiers are also HALAL-certified. _______________________________

> Are all CUCKOO products covered under warranty? Yes, all CUCKOO products are covered with a minimum of 1-year warranty. In general, as long as you are still paying for your product’s CUCKOO Rental Plan or CUCKOO GOOODPLAN™, your product will be protected under our warranty. That said, you are also advised to check the actual warranty terms which varies from product to product with our CUCKOO Sales Representative. _______________________________

CUCKOO Rental Plan & CUCKOO GOOODPLAN™

> Which product comes with the CUCKOO Rental Plan? Check out the list of Beyond Standards Healthy Appliances & Living products you can own affordably through our CUCKOO Rental Plans. _______________________________

> Which product comes with the CUCKOO GOOODPLAN™? The CUCKOO GOOODPLAN™ is a flexible payment plan that allows you to own a Beyond Standards Healthy Appliance or Living product affordably by choosing the repayment amount and repayment period best suited to you. Check out the range of products that comes with our CUCKOO GOOODPLAN™. _______________________________

> What happens when my product's contract end with no outstanding payment? Once your product’s contract has matured or ends with no outstanding payment, the product will belong to you. From then, you may subscribe to our CUCKOO+ Care Service Package (CCSP) annually which includes periodic service, filter replacement (subjected to the type of product), and product warranty. _______________________________

> What are your contract terms? How long must I pay if I subscribe to the CUCKOO Rental Plan or CUCKOO GOOODPLAN™? The contract terms for our CUCKOO products under the CUCKOO Rental Plan and CUCKOO GOOODPLAN™ varies from product to product and depends on the type of plans you subscribe. Reach out to our CUCKOO Natural Executives (sales representatives) to find out more! _______________________________

> Will there be any advance fee when we subscribe to the CUCKOO Rental Plan or CUCKOO GOOODPLAN™? Yes, there will be an advance fee charged when you subscribe to our CUCKOO Rental plan and CUCKOO GOOODPLAN™. That said, the fee will be used and deducted on the last month of your contract’s obligation. Also to note, if the product is installed in September, the first rental bill will fall on October. _______________________________

> How can I cancel my order or terminate my rental? Will there will a termination fee? Before Installation: Reach out to the CUCKOO Sales Representative who is in charge of your sales order for further assistance. After Installation: There will be a termination fee if you intend to terminate the rental contract within the rental obligation period. The rental termination fee is calculated based on the balance months’ rental fees plus outstanding fees (if any) according to your rental contract. To avoid paying the termination fee, you could opt to transfer the product ownership (be it to family members or friends) to continue the contract. (Note: The product ownership transfer is subject to terms and conditions) _______________________________

Product Installation

> How can I arrange for product installation? For Outright Purchases: Our installation team will be in touch to arrange for product delivery and installation once you have successfully purchased the product. For CUCKOO Rental Plan & CUCKOO GOOODPLAN™ Subscriptions: Our installation team will be in touch to arrange for product delivery and installation once the advance fee has been successfully paid and the order has passed the verification stage. _______________________________

> Can we use an extension cord to connect and power on CUCKOO products? No, it is not advisable for safety purposes. _______________________________

> Are your product installation free? Will there be additional charges? All CUCKOO Water Purifiers, Outdoor Water Filters, and Air Purifiers comes with a free basic installation & may subject to additional charges depending on your installation requirements; whereas the delivery and installation for CUCKOO Mattresses and Air Conditioners will come with a fee that is subjected to delivery and installation requirements. _______________________________

> Will there be any charges for installing optional valve outlet and optional faucet for my CUCKOO Water Purifier? Yes, there is a minimal charge for the valve outlet and optional faucet as these are not provided. Our CUCKOO+ Technical Specialist would further share the cost required depending on your installation requirements during your installation appointment. _______________________________

> Will your CUCKOO Water Purifier come with a water pump? No, customers are required to purchase their own water pump. That said, if there is a need, it can be installed by our CUCKOO+ Technical Specialist during your CUCKOO Water Purifier installation. _______________________________

CUCKOO+ Care Service (Maintenance / Periodic Service)

> How frequent will you come and service my CUCKOO product(s)? Our CUCKOO+ Care Service (periodic service) period varies according to the type of product and your contract terms. In general, the following applies to CUCKOO products with an active CUCKOO+ Care Service Package (CCSP): - CUCKOO Water Purifiers: Once every four months - CUCKOO Outdoor Water Filters: Once every six months - CUCKOO Air Purifiers: Once every four months - CUCKOO Mattresses: Once every four months - CUCKOO Air Conditioners: Once every six months _______________________________

> How can I continue subscribing to the periodic service after my contract / service package ends? Our CUCKOO+ Service Specialist will reach out to offer you our CUCKOO+ Care Service Package (CCSP) which includes periodic service, filter replacement (subjected to the type of product), and product warranty. Alternatively, you may also drop an email to ncsp@cuckoo.com.my for a quotation. _______________________________

CUCKOO Water Purifiers

> What is so special about the CUCKOO's Water Purifiers? CUCKOO’s Water Purifiers supply mild alkaline* drinking water filled with good minerals and free of heavy metals. On top of that, our filtration system is also capable of eliminating up to 99.99% of harmful bacteria and viruses too! *The alkalinity of the water may vary depending on the area’s water supply / composition of water. _______________________________

> What is the difference between CUCKOO's purified water and RO water? RO water is: Clean but contains no minerals Has water wastage *The alkalinity of the water may vary depending on the area’s water supply / composition of water. _______________________________

> Why is my room temperature water hot after I turned off the cold water switch? Don’t worry if your room temperature water turns slightly warm after you’ve turned off your CUCKOO Water Purifier’s cold water switch. This is because CUCKOO Water Purifiers’ antibacterial water tank is made of stainless-steel, in which the heat from the hot water tank might transfer to the cold water tank when the water is not cooled / cold water switch is turned off. _______________________________

Other Inquiries

> How can I become a CUCKOO agent? Looking to join our CUCKOO Big Family? Send in your resume to us.