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Frequently Asked Questions (FAQ)
Last Updated: December 4, 2025
This FAQ provides quick answers about ordering, approval, installation, rental plans, payments, servicing, warranty, and returns for CUCKOO products purchased through this website.
1. How do I place an order and what happens next?
You can place your order directly through this website. After submission, a CUCKOO Sales Representative will contact you via WhatsApp to reconfirm your details, share the application form, and collect required documents if you are applying for a rental plan. Delivery and installation can only be arranged after CUCKOO Admin approval.
2. How do the CUCKOO Rental Plan and approvals work?
The Rental Plan provides low monthly fees with servicing and warranty included. Home customers are required to submit their IC (front and back), while corporate customers may need SSM documents. Approval typically takes 1–3 business days, depending on document accuracy and verification. Once approved, the technician will contact you to arrange installation.
3. When will my product be delivered and installed?
After approval, installations are usually completed within 2–6 business days. Deliveries occur from Monday to Saturday, 9:00 AM – 6:00 PM. CUCKOO provides nationwide delivery and installation across West and East Malaysia. All water purifiers, outdoor filters, and air purifiers include free basic installation. Air conditioners include standard installation materials, while mattresses may have handling fees.
4. What installation work is included and what may incur extra charges?
Water purifiers include 10 ft of piping; air conditioners include piping, wiring, insulation, bracket, drain pipe, and plug point. Additional charges apply for special requests such as dismantling old units, extra piping, trunking, hacking, skylift use, or installation involving non-standard structures. Optional faucets, valves, or water pumps are not included.
5. What payment methods do you accept?
For the Rental Plan, only Malaysia-issued debit or credit cards are accepted. For outright purchases, you may use online bank transfer, credit or debit card, or COD (for selected products). Payments are processed in Malaysian Ringgit (MYR).
6. What warranty and servicing are included?
All CUCKOO products come with at least a 1-year warranty. Rental Plan and GOOODPLAN™ customers receive full warranty coverage for the entire contract period. Most CUCKOO products include scheduled servicing every 4 or 6 months, which may involve cleaning, sanitisation, filter replacement, and safety checks.
7. Can I cancel, return, or exchange my product?
You may cancel your order anytime before installation. Once installation is completed, rental contracts become active and termination fees apply. Returns or exchanges are allowed only for defective or incorrect items reported within 7 days. Change-of-mind returns are not accepted after installation.
8. What should I do if my item is damaged, incorrect, or missing parts?
Inform the CUCKOO Technician immediately during delivery or installation. CUCKOO will arrange repair, replacement, or supply missing parts accordingly. Refunds are only issued if replacement is not possible.
9. Can I change my delivery or installation address?
Yes. You may update your address anytime before installation. Technician scheduling will be adjusted based on availability in the new area.
10. How is my personal information handled?
Your information is processed according to PDPA Malaysia and CUCKOO’s privacy standards. Data is used only for order processing, verification, installation, and customer support. See the Privacy Policy for full details.
11. How do I get help or speak to someone?
You can contact the Sales Representative using the WhatsApp button on this website. For corporate-level issues (approval, warranty, servicing, or technician-related matters), please refer to CUCKOO’s official support channels.