It depends on the model:
Most laptops have built-in batteries that require unscrewing the back panel to remove.
Only the D5 and D7X have easily removable external batteries.

If you’re using your On-site / Pick-up Warranty, please prepare your laptop or PC carefully to ensure it arrives safely for repair:

  1. Use a sturdy, thick box — ideally the original packaging, or a box of similar strength.

  2. Add plenty of padding (e.g., bubble wrap, foam, or packing paper) to protect your device from impact.

  3. Fill all empty spaces inside the box to prevent movement during transit, which could cause damage.

  4. Secure the box with strong packing tape on all seams and edges.

  5. Complete our RMA form and enclose it inside the box along with your device.

This extra care will help protect your device during shipment and ensure a smoother repair process.

All ILLEGEAR PCs and laptops come with a minimum 2-year Carry-in Warranty by default.
You can choose to:

  • Extend the warranty period up to a maximum of 3 years.

  • Upgrade to an On-site / Pick-up Warranty, where we arrange courier pick-up and return delivery for repairs at no extra courier cost.

These options give you flexibility in protecting your device for a longer time and with more convenient service.

The On-site / Pick-up Warranty means ILLEGEAR will arrange a courier service to collect your laptop from your address if a repair or warranty claim is needed. Once the repair is complete, we’ll also arrange for the laptop to be delivered back to you — at no courier cost to you.

To initiate a claim:

  1. Contact our Support Line via WhatsApp at 018-2618599 or email [email protected].

  2. Share details of the issue along with any relevant photographs or videos.

  3. Our team will first attempt to resolve the issue remotely. If remote troubleshooting is not successful, we will proceed with arranging the pick-up.

This service ensures you can get your device repaired without needing to leave your home or office.

Our warranty primarily covers manufacturer defects — issues caused by faults in materials or workmanship.
This includes hardware failures or malfunctions that occur under normal usage conditions.

However, the warranty does not cover:

  • Physical damage caused by accidents, drops, or impact.

  • Damage due to human error or mishandling.

  • Issues caused by third-party software, viruses, or malware.

  • Normal wear and tear (such as scratches, battery degradation, or faded keys).

For the complete terms and conditions, please refer to our Warranty page.

Do batteries and chargers come with a warranty?

Yes. Batteries, chargers, and other consumable parts come with a 1-year warranty from the date of purchase. If a manufacturing defect is found during this period, we will repair or replace the item at no cost.

What happens after the 1-year warranty ends?

Once the warranty expires, these items are no longer covered. Any repairs or replacements will be chargeable, as consumable components naturally wear out over time with normal usage.

No. Making a warranty claim does not cancel or shorten your warranty period.
Your warranty will remain valid until the original expiry date, as long as:

  • The issue is covered under our warranty terms.

  • The claim is made within the active warranty period.

Even if you have claimed once (or more), you can continue to make additional claims for other issues that occur while your warranty is still active.

Yes. All newly replaced parts come with a 6-month warranty from the date of replacement, or until your laptop’s existing warranty expires — whichever is longer.

Yes. If the issue can’t be resolved remotely, you can send your laptop to us for a physical diagnosis.
The diagnosis fee is RM100. If you proceed with a repair that requires replacement parts, the diagnosis fee will be waived.

You can extend your warranty within 3 months of your laptop purchase.

If your laptop is more than 3 months old, it must be sent in for inspection to confirm it is eligible for a warranty extension.

No problem — we can arrange to ship your laptop or PC back to you after the repair.
Shipping fees will apply, and the cost will vary depending on your location.

To arrange delivery, please contact our Support Line at 018-2618599 or email [email protected] for assistance and a shipping quote.

In all ILLEGEAR models except the ARES and D Series, the CPU and GPU are soldered directly to the motherboard.

You can upgrade the following components on our laptops:

  • RAM

  • HDD / SSD / SSHD

  • Wireless card

  • Display panel (selected models only)

  • Warranty duration

Opening the back panel to upgrade, service, or replace these components will not void your laptop’s warranty.

Short answer: No — modern laptops are built to prevent battery overcharging.

When your laptop battery reaches 100%, the charging circuit automatically stops sending power to the battery. Instead, it powers the laptop directly from the charger. This prevents overcharging, overheating, and unnecessary battery wear.

Is It Safe to Keep My Laptop Plugged In?

Yes. You can safely leave your laptop connected to the charger without worrying about damaging the battery. This built-in protection system is designed to prevent overcharging and extend battery lifespan.

Yes! Here are the hidden shortcuts for your LAGUNA laptop:

  • FN + 1 – Toggle fan speed (Auto / Max)

  • FN + 3 – Toggle rear LED strips

  • FN + 9 – Toggle touchpad light

  • FN + 0 – Toggle touchpad light, screen display, and LED lights

  • FN + Spacebar – Adjust keyboard backlight brightness

Other hotkeys are labeled on the F1–F12 keys.

Knowing your exact Windows version can help when troubleshooting issues, installing updates, or checking software compatibility.

To find out which version of Windows you’re currently running, follow the step-by-step instructions in Microsoft’s official guide:
https://support.microsoft.com/en-us/windows/which-version-of-windows-operating-system-am-i-running-628bec99-476a-2c13-5296-9dd081cdd808

The guide will show you how to identify:

  • The Windows edition (e.g., Home, Pro, Enterprise)

  • The version number (e.g., 22H2)

  • The OS build number

This information is especially useful when contacting our support team so we can assist you more effectively.

If the latest Windows 10 update is causing driver conflicts or other issues on your laptop, you can roll back to a previous version of Windows.

Follow the step-by-step instructions in this guide to restore your system to an earlier point:
https://goo.gl/jwibSQ

This will help return your laptop to the state it was in before the update, potentially resolving compatibility problems.

Window 10： Apply Step 3 from this link to block Windows Updates: http://www.intowindows.com/how-to-disable-windows-update-in-windows-10/

Window 11： In Windows 11, you cannot permanently stop automatic updates, but you can pause them for a limited time. While you can pause updates using the settings, there isn’t a built-in option to completely disable them.

http://www.intowindows.com/how-to-disable-windows-update-in-windows-10/

  • Download and install BlueScreenView (freeware) from: http://www.nirsoft.net/utils/blue_screen_view.html

  • Open the program to view a list of BSOD errors your system has encountered.

  • Take a screenshot of the listed errors.

  • Send the screenshot to us so we can perform a remote inspection.

1.Unplug the battery from your laptop and connect the power adapter. Power on the laptop.

2.On your desktop, right-click My Computer (or This PC) and select Device Manager.

3.Expand the Batteries section, right-click Microsoft ACPI-Compliant Control Method Battery, and select Uninstall device.

4.Shut down your laptop and unplug the power adapter.

5.Reinsert the battery, then power on the laptop using battery power only.

6.Fully drain the battery until the laptop shuts down, then recharge it to 100% without interruption.

No problem — you can choose to self-collect your machine from any of our outlets:

Kuala Lumpur (HQ)
ILLEGEAR SDN BHD (1091806-K)
G3–G6, Ground Floor, Oval Damansara, Jalan Damansara, TTDI, 60000 Kuala Lumpur, Malaysia.
Tel: (+60) 18-6648599

Johor Bahru (Southern)
ILLEGEAR (SOUTHERN) SDN BHD (1357809-K)
A-01-10, Block A, Ground Floor, 1 Tebrau, Taman Seri Setanggi, 80250 Johor Bahru, Johor, Malaysia.
Tel: (+60) 10-9366136

Penang (Northern)
ILLEGEAR (NORTHERN) SDN BHD (1450575-D)
Unit G-19-1, Lorong Bayan Indah 1, Bay Avenue, 11900 Bayan Lepas, Penang, Malaysia.
Tel: (+60) 11-26140252

No, ILLEGEAR does not have the authority to validate parking charges for the cars parked in the basement parking area. However, our storefront location is easily accessible and you may choose to park at the available spots nearby the shop location instead of entering the basement.

  1. Visit www.illegear.com/shop/ and choose your desired PC or laptop model.

  2. Customize your specifications to match your needs.

  3. Once you’re happy with your configuration, click “Add to Cart” and proceed to checkout.

  4. Follow the on-screen instructions to select your payment method and enter the required delivery information.

Your order will be processed once payment is confirmed.

All ILLEGEAR laptops and PCs are made to order. The lead time will depend on the specifications you’ve chosen and our current workload:

  • Normal orders: Estimated 7–14 working days

  • High-demand periods: Estimated 10–20 working days when there’s a large queue of orders

We’ll keep you updated if there are any changes to the estimated timeline.

We will begin processing your order as soon as we receive a minimum down payment of 30% of the total order value.
Once payment is confirmed, our team will start preparing your build according to the specifications you selected.

No. Since all ILLEGEAR laptops and PCs are custom-made to order, once your order has been processed, we are unable to change its specifications.

We strongly recommend confirming all specs before placing your order to ensure it matches your needs.

No. Since all ILLEGEAR laptops and PCs are custom-made to order, we begin processing your build as soon as payment is received.
Once the down payment or full payment has been made, it is non-refundable.

We recommend confirming your specifications and requirements before making payment to avoid any issues.

You can check the status of your current order by logging into your account at: www.illegear.com/shop/order-history

Once logged in, go to Order History to view the latest updates on your order status.

Once your order has been shipped, we’ll send you a tracking number so you can check its delivery status online.
Use the tracking number on the official courier portals below:

We select the most suitable courier service based on your delivery location. Estimated transit times (based on past experience) are as follows:

  • Klang Valley – Same day or next working day via Lalamove.

  • West Malaysia – 1–2 working days via DHL.

  • East Malaysia – 2–4 working days via DHL.

  • International – 1–10 working days, depending on your location.

You can reach us easily via the MRT — take the train to TTDI Station. From there, it’s about a 10-minute walk to our office.

Alternatively, you can book a Grab ride and set your destination to “The Oval Damansara” for direct drop-off at our location.

You may deposit/transfer funds to our bank account below:

 

MAYBANK

Bank Account Name: ILLEGEAR SDN BHD

Account Number: 5627 6840 7580

 

Note: We prefer instant transfer because we will receive your payment almost immediately and it’s free.

Kindly send us your order number and a copy/screenshot of the receipt to us via WhatsApp @ 018-664 8599 or email [email protected].

Note: There are no ATM machines in the building.

There are no additional charges for credit cards and debit cards.

Order Payment: Credit Card Instalments

For online instalment: Only Maybank, Public Bank, Hong Leong, CIMB and RHB credit cards are accepted. Unfortunately, other banks do not have online instalment gateways for now.

For in-store instalment: We accept Maybank, AEON , Affin Bank, Aliiance, Ambank, BSN, RHB, CIMB, Hong Leong, HSBC, OCBC, Public Bank, RHB , Standard Charted and UOB credit cards for instalments made at our office.

No interest will be charged for the instalments (ZERO INTEREST) but there is limitation for the instalment duration subject to different banks:

6 months (applicable to all listed merchants)
12 months (applicable to all listed merchants)
18 months (not available for CIMB and UOB)
24 months (not available for Ambank and Public Bank)

E.g. RM5000 divided by 24 months, RM208.33 is your monthly payment.

Order Payment: Cardless Instalment

The instalment will be processed via Shopee PayLater (SPayLater), Grab PayLater, Atome, or AEON Credit Services. For AEON Credit Services instalment, a monthly interest rate of 1.1%, a RM47 processing fee, and a RM25 stamp duty fee will apply. To process the AEON cardless instalment, applicants are required to submit the three documents stated below:

(i) Photocopy of IC

(ii) 1-month Salary Slip

(iii) 1-month Bank Statement

Kindly submit the requested documents to [email protected] and we shall process with your application accordingly.

Note: The cardless instalment subject to AEON Credit Services approval.

Don’t worry — here’s what you should do:

  1. Contact us – Send a WhatsApp message to 018-261 8599 or email [email protected] with:

    • Your laptop or PC serial number.

    • A clear description of the problem.

    • Any supporting photographs or videos.

  2. Remote troubleshooting – Our team will assess your issue and try to resolve it remotely.

  3. Physical diagnosis (if needed) – If the problem is more complex and requires hardware checks, we’ll ask you to send your laptop or PC to us for a physical diagnosis.

  4. Diagnosis period – Once received, please allow our technical team up to 7 working days to diagnose the issue and provide you with a solution.

The estimated turnaround time (ETA) for repairs depends on several factors:

  • Current repair queue – The number of laptops or PCs already in process.

  • Severity of the issue – Complex problems may require more time to diagnose and resolve.

  • Parts availability – If hardware replacement is needed, the repair time will depend on whether the required parts are in stock.

Note: All repairs are handled on a first-come, first-served basis once the physical laptop or PC is received and checked in for service.

  • Within warranty – If the issue is covered under your warranty and your warranty period is still active, there will be no additional charges for the repair.

  • Out of warranty – For services outside the warranty period, the repair cost will depend on the issue diagnosed. A minimum RM100 diagnosis fee will apply, which will be waived if you proceed with the repair.

This ensures you only pay for the necessary work while getting a clear cost estimate before we proceed.

A Carry-in Warranty means you are responsible for delivering your laptop or PC to ILLEGEAR for repair, either by bringing it in person or mailing it to us.
Once the repair is complete, you will also need to collect the device yourself.

This warranty type does not include pick-up or return delivery services, but you can upgrade to an On-site / Pick-up Warranty for added convenience.

FAQ

EN: You can place an order through our website by selecting your product, customizing your configuration if applicable, and completing checkout once payment is confirmed. You may also place orders in person at our ILLEGEAR physical showrooms, where our team will assist you with product selection and customization.

BM: Anda boleh membuat pesanan melalui laman web kami dengan memilih produk, menyesuaikan konfigurasi jika perlu, dan melengkapkan pembayaran. Anda juga boleh membuat pesanan secara terus di showroom fizikal ILLEGEAR, di mana pasukan kami akan membantu anda memilih dan menyesuaikan produk.

中文： 您可以通过 ILLEGEAR 官方网站选择产品、进行配置并完成付款下单；同时也欢迎您 亲临 ILLEGEAR 实体门店，由我们的团队协助选购与配置系统。

EN: ILLEGEAR systems are built to order. Typical build time is 7–14 working days, while peak periods may take 10–20 working days, depending on configuration and demand.

BM: Sistem ILLEGEAR adalah binaan khas mengikut pesanan. Tempoh binaan biasa adalah 7–14 hari bekerja, dan boleh mencecah 10–20 hari bekerja semasa musim puncak.

中文： ILLEGEAR 产品为按单定制。一般组装时间为 7–14 个工作日，高峰期可能延长至 10–20 个工作日，视配置与订单量而定。

EN: Yes. You may opt for self-collection at selected ILLEGEAR outlets such as Kuala Lumpur, Johor Bahru, or Penang, subject to availability.

BM: Ya. Anda boleh memilih pengambilan sendiri di cawangan ILLEGEAR terpilih seperti Kuala Lumpur, Johor Bahru atau Pulau Pinang, tertakluk kepada ketersediaan.

中文： 可以。您可选择在 ILLEGEAR 指定门店（如吉隆坡、新山或槟城）自行取货，视库存情况而定。