Shell Helix Engine Warranty
Terms & conditions

Shell Malaysia Trading Sdn. Bhd. (“Shell”) warrants to you, the vehicle owner or lessee (“you”), that we will at our option and at our expense, cover the cost to repair damage to the Covered Engine Parts (defined below in Section C) that fail or replace the Covered Engine Parts that fail to the extent that such failure is directly caused by Shell Helix Ultra, Shell Helix HX7 or Shell Helix High Mileage 15W-50 failing to provide proper lubrication to such Covered Engine Parts (“Shell Helix Engine Warranty). In these terms and conditions, “fail” or any of its variation thereto in relation to the Covered Engine Parts means the engine part being incapable of operating, or operating with significantly reduced performance. The Shell Helix Engine Warranty is free and it includes, and is subject to, all the terms stipulated herein, including but not limited to the eligibility requirements specified in Section E.

Please read the Privacy Policy carefully so that you can understand how we collect and use the personal data that you provide us. By submitting your application to be eligible for the Shell Helix Engine Warranty and submitting your personal data to us in relation to this, you will be treated as having given your consent where necessary and appropriate, for disclosures referred to in this Privacy Policy.

Important Information:
  1. Our goods come with guarantees that cannot be excluded under the Consumer Protection Act 1999. You are entitled for compensation for any reasonably foreseeable loss or damage caused by the defect in our product. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality. The benefits to customers given by this Shell Helix Engine Warranty are in addition to other rights and remedies under the law in relation to the Shell Helix products to which the warranty relates.

  2. Good maintenance is required for good engine performance and lubricant is only one of the components in an engine performance. The Shell Helix Engine Warranty does not imply that all engine problems are covered or that no engine maintenance is required.

  3. An engine problem can be caused by many factors and lubricant-related problems are only one of the many factors. If the engine failure is not due to the selected Shell lubricant products, your claim will be rejected and you may incur assessment costs which cannot be reimbursed (as set out in Section F below). As such, please only proceed with making a claim after due consideration as to whether the issue is due to lubricant failure.

  4. You will be liable for towing, assessment and repair costs of your vehicle (as set out in Sections E and F below). If your vehicle meets the assessment criteria and that your claim is approved as a valid claim under the Shell Helix Engine Warranty program, only then will you be reimbursed these costs, up to the applicable limits.

  1. How Long Does the Shell Helix Engine Warranty Last:
    1. As long as you comply with your obligations of this Shell Helix Engine Warranty, your vehicle’s Covered Engine Parts (defined below in Section C) will be covered against lubricant-related failure from the date your registration onto the Shell Helix Engine Warranty program is confirmed by Shell or Shell’s nominated claims management agent (“Confirmation Date”) up to 12 years from the date your vehicle was manufactured or 200,000 km from the date your vehicle was manufactured (whichever occurs first), if you use Shell Helix Ultra products or Shell Helix HX7 or Shell Helix High Mileage 15W-50 products exclusively.

    2. Please note the following:

      1. You may register more than one (1) vehicle for the Shell Helix Engine Warranty program, provided that your vehicle meets the eligibility criteria stated in the Terms and Conditions herein.

      2. Your registration onto the Shell Helix Engine Warranty program is only completed once you have received confirmation by Shell or Shell’s nominated claims management agent, in the manner as may be prescribed by Shell from time to time. If you do not receive such confirmation, your vehicle will not be covered by the Shell Helix Engine Warranty.

      3. While you are covered for lubricant-related failures which occur from the Confirmation Date, you may not claim under this Shell Helix Engine Warranty until the date that is 30 days AND after your vehicle has travelled 1,000 km after the Confirmation Date.

      4. The Shell Helix Ultra or Shell Helix HX7 or Shell Helix High Mileage 15W-50 product grade used in your vehicle must meet or exceed the minimum specifications set by your vehicle manufacturer.

      5. Product names may change or a product may be substituted or discontinued without notice at Shell’s sole discretion.

  2. Enrollment into the Shell Helix Engine Warranty Program:
    1. Register for the Shell Helix Engine Warranty program at Shell’s participating trade outlets or Shell’s participating retail stations. A list of Shell’s participating trade outlets and Shell’s participating retail stations may be found on Shell’s website at the following link: www.shell.com.my/helixwarranty (collectively “Shell’s Participating Warranty Issuers”).

    2. The Shell Helix Engine Warranty starts 30 days AND after your vehicle has travelled 1,000 km after the Confirmation Date, whereby the Shell Helix Engine Warranty registration has to take place:

      1. within 7 days from the purchase date (as documented by the transaction receipt) of the eligible Shell Helix Ultra and / or Shell Helix HX7 or Shell Helix High Mileage 15W-50 engine oil or engine oil change, if such purchase is made at a Shell participating trade outlet; or

      2. within 60 days from the purchase date (as documented by the transaction receipt) of the eligible Shell Helix Ultra and / or Shell Helix HX7 or Shell Helix High Mileage 15W-50 engine oil or engine oil change, if such purchase is made at a Shell participating retail station.

    3. Once your registration is confirmed, for as long as you comply with the Terms and Conditions stipulated herein and continue to use only Shell Helix Ultra or Shell Helix HX7 or Shell Helix High Mileage 15W-50 for all engine oil changes at the times stipulated in Section D paragraph 3 below, the Shell Helix Engine Warranty shall continue. If you miss an engine oil change or if you use any other engine oil apart from Shell Helix Ultra or Shell Helix HX7 or Shell Helix High Mileage 15W-50, the Shell Helix Engine Warranty will be void. You may re-submit your registration for the Shell Helix Engine Warranty program if your vehicle still meets the eligibility criteria stated in this Terms and Conditions.

  3. What Engine Parts Are Covered (“Covered Engine Parts”)

    The engine parts serviced by lubricants as listed below are covered under the Shell Helix Engine Warranty program:

    1. Piston and piston rings

    2. Crankshaft and bearings

    3. Connecting rods

    4. Connecting rod bearings

    5. Gudgeon pin

    6. Valves

    7. Engine block

    8. Cylinder head

    9. Timing gear and chains

    10. Camshaft and bearings

    11. Cylinder liner / bore

    12. Turbocharger

    13. Cam followers

    14. Rocker arm and pivot

    15. Push rods and balance shaft

  4. What You Must Do as Part of the Shell Helix Engine Warranty Program:
    1. Purchase and use Shell Helix Ultra or Shell Helix HX7 or Shell Helix High Mileage 15W-50 engine oil in the service or manufacturer classification and viscosity grade that is appropriate for your vehicle as recommended by your vehicle manufacturer. Please note that only the purchase from Shell’s Participating Warranty Issuers of Shell Helix Ultra or Shell Helix HX7 or Shell Helix High Mileage 15W-50 in 4 liter packs that are manufactured or imported by Shell Malaysia Trading Sdn. Bhd. qualifies you for this Shell Helix Engine Warranty program.

    2. Register for the Shell Helix Engine Warranty program at Shell’s Participating Warranty Issuers.

    3. Change your vehicle’s engine oil and oil filter as per the oil drain intervals below:

      1. For vehicles using Shell Helix Ultra: As recommended by your vehicle manufacturer, but in no event shall it be more than every 6 months from the last engine oil and oil filter change; or

      2. For vehicles using Shell Helix HX7: As recommended by your vehicle manufacturer, but in no event shall it be more than every 6 months from the last engine oil and oil filter change.

      3. For vehicles using Shell Helix High Mileage 15W-50: As recommended by your vehicle manufacturer, but in no event shall it be more than every 6 months from the last engine oil and oil filter change.

      For the avoidance of doubt, the respective oil drain intervals shall take effect upon the Confirmation Date. To illustrate, if your Confirmation Date falls on 1 June 2016, your next engine oil and oil filter change shall be no later than 1 December 2016, even though your vehicle manufacturer’s recommendation for your next engine oil and oil filter change is every one (1) year.

      Failure to change your vehicle engine oil and oil filter as per the foregoing oil drain intervals will render your Shell Helix Engine Warranty coverage void.

    4. You must update your engine oil change record each time you purchase the eligible Shell Helix Ultra or Shell Helix HX7 or Shell Helix High Mileage 15W-50, in the manner as may be prescribed by Shell from time to time, so you can maintain your coverage. If you purchased the eligible Shell Helix Ultra and / or Shell Helix HX 7 or Shell Helix High Mileage 15W-50 engine oil for the purposes of complying with your obligation under Section D paragraph 3 above, you must:

      1. immediately update your engine oil change record on the date of purchase (as documented by the transaction receipt), if such purchase is made at a Shell participating trade outlet; or

      2. update your engine oil change record within 60 days from the purchase date (as documented by the transaction receipt), if such purchase is made at a Shell participating retail station.

      Upon updating your records as per (a) and (b) above, Shell or Shell’s nominated claims agent will notify you to confirm that your Shell Helix Engine Warranty coverage is reactivated (“Reactivation Notification”). Your obligation for your vehicle’s subsequent engine oil and oil filter changes as per the oil drain interval stipulated in Section D paragraph 3 above commences upon each Reactivation Notification.

    5. You must also change your vehicle’s air filter and air cleaner element at least as often as your vehicle manufacturer recommends and maintain your vehicle’s emission control system in accordance with your vehicle manufacturer’s recommendations.

    6. Follow all scheduled engine maintenance as recommended by your vehicle manufacturer.

    7. Important:

      1. You will be issued with a unique warranty code for each of your purchase of Shell Helix Ultra or Shell Helix HX7 or Shell Helix High Mileage 15W-50 from Shell’s Participating Warranty Issuers (“Customer Warranty Code”). The Customer Warranty Code is required during (i) the registration process; (ii) updating of your engine oil change record; and (iii) when you want to start a claim process (refer to Section F on how to start a warranty claim). As such, please ensure that you keep this Customer Warranty Code.

      2. If you have your lubricant professionally changed and your vehicle’s engine and emission control system professionally serviced by an auto mechanic, car dealership, automotive chain, fast oil change facility, retail petrol station or other automotive professional which uses the applicable Shell Helix product grade, save all of your receipts.

      3. If you change your own engine oil, you must save all your receipts from the retailer or other supplier showing your required Shell Helix product and oil and air filter purchases, as well as your receipts for having your emission control system serviced. Keep these receipts in a safe place.

      4. If you have a claim, you must be able to provide copies of all receipts to Shell or its nominated claims management agent, and satisfy all other requirements, before you will be eligible for coverage under this Shell Helix Engine Warranty.

      5. To ensure you do not forget to undergo your engine oil and oil filter change, Shell or its nominated agents will send you reminder emails and / or short message service (“SMS”) from time to time.

  5. What Else is Important (including Eligibility and Exclusions):
    1. The Shell Helix Engine Warranty is valid for vehicles that are registered to operate within Malaysia only.

    2. Vehicles must be registered prior to the time required by applicable regulations, and registration must be maintained continuously thereafter.

    3. Shell will consider your claim for payment if you show that you complied with all of the terms and conditions of this Shell Helix Engine Warranty, unless Shell can show in good faith that one or more excluded conditions set out below caused your claimed damage.

    4. This Shell Helix Engine Warranty only covers passenger cars (including vans and SUVs) which have been driven 150,000 km or less and are less than 8 years old as at the date of program registration (“Qualified Vehicle”).

    5. Vehicles used, registered or leased for commercial, agricultural, competition or off-public road purposes do not qualify for the Shell Helix Engine Warranty program.

    6. Only individuals (and not corporations or other non-natural persons) qualify for the Shell Helix Engine Warranty. For the avoidance of doubt, vehicles owned by corporations and leased to their employees shall not be covered by the Shell Helix Engine Warranty.

    7. This Shell Helix Engine Warranty is transferable to a new vehicle owner. This transfer must include copies of the vehicle transfer documents, previous owner’s last service records or receipts and prove of compliance with the terms and conditions of the Shell Helix Engine Warranty. The new vehicle owner can initiate the transfer process by contacting Shell Helix Engine Warranty hotline at 1800181855

    8. This Shell Helix Engine Warranty does not cover vehicles that:

      1. have been modified outside the vehicle manufacturer’s standards;

      2. the engine have been chip-tuned (software modified Electronic Control Unit or non-original Electronic Control Unit), re-built and / or replaced;

      3. the odometer was twisted and / or tampered with;

      4. use liquefied petroleum gas (LPG) or non-factory fitted compressed natural gas (CNG) kits;

      5. do not have the original engine installed;

      6. have been modified for, or used in, competitive events; and

      7. are, or have been, used for off-public road purposes.

    9. This Shell Helix Engine Warranty does not cover claims that result from:

      1. problems that exist with your vehicle at the time of registration for this Shell Helix Engine Warranty program i.e. pre-existing conditions;

      2. collision, negligence or intentional abuse;

      3. improper service or maintenance;

      4. defect in manufacture of the engine, induction, exhaust or the Covered Engine Parts (refer to Section C), or caused by parts that are not one of the Covered Engine Parts;

      5. improper installation of any part;

      6. excessive wear of the Covered Engine Parts due to engine oil starvation as a result of high engine oil consumption;

      7. contamination of engine oil caused by external elements;

      8. malfunction of air filter system, coolant system or electronic control module;

      9. failure of fuel pump, oil pump or coolant pump;

      10. external objects that falls onto your vehicle;

      11. failure to maintain engine oil within levels recommended in Section D paragraph 3 above or engine coolant within levels prescribed by your vehicle manufacturer; and

      12. earthquakes, floods, fires, hurricanes or cyclones, tidal waves, tornadoes or other natural physical disasters

    10. PAYMENT OF CLAIMS IS LIMITED TO ONLY ONE (1) CLAIM PER 12 MONTH PERIOD PER VEHICLE. For example, if you start a claim process for your Shell Helix Engine Warranty registered vehicle on 1 July 2016, you will not be able to make any other claims under this Shell Helix Engine Warranty program during the next 12 months for the same Shell Helix Engine Warranty registered vehicle, if your claim on 1 July 2016 is successful. You will only be able to start another claim process for the same Shell Helix Engine Warranty registered vehicle from 1 July 2017 onwards.

    11. PAYMENT OF CLAIMS SHALL COMPRISE:

      1. Qualified Repair Expenses. “Qualified Repair Expenses” are defined as: (i) actual parts and labour expenses necessarily and reasonably incurred to repair damaged “Covered Engine Parts” only, as determined by Shell or its agent; plus (ii) if necessary, the reasonable cost of a replacement engine part of like kind and quality. All valid Qualified Repair Expenses will be borne by Shell or its agent.

      2. Towing Costs. The payment of a claim for towing costs is limited to the reasonable cost of transporting an undriveable vehicle to Shell’s Participating Service Center (as defined in Section F below) as notified by Shell or Shell’s nominated claims management agent.

      3. Vehicle Assessment Fee. An assessment fee as notified by Shell or Shell’s nominated claims management agent.

    12. The payment of a valid claim for Qualified Repair Expenses (including Towing Costs (if applicable) and the Vehicle Assessment Fee) will be up to a maximum of RM15,000.00 (including applicable taxes) per claim in the case of Shell Helix Ultra users and up to a maximum of RM8,000.00 (including applicable taxes) per claim in the case of Shell Helix HX7 Shell Helix High Mileage 15W-50. For the avoidance of doubt, if you use Shell Helix Ultra or Shell Helix HX7 or Shell Helix High Mileage 15W-50 interchangeably, the limit for the payment of a claim for Qualified Repair Expenses (including Towing Costs (if applicable) and the Vehicle Assessment Fee) will be based on the last eligible Shell Helix product that you used during the last engine oil change for your Shell Helix Engine Warranty registered vehicle.

    13. All other costs and expenses incurred as a result of claimed failure of the lubricant and in claiming under this Shell Helix Engine Warranty (including costs in excess of the limits set out in Section E paragraph 13 above) will be borne by you.

    14. To the extent your repair claim is covered by the vehicle manufacturer’s limited warranty or any extended service contract, that warranty or contract takes precedence over this Shell Helix Engine Warranty and Shell will not be liable under this Shell Helix Engine Warranty.

    15. This Shell Helix Engine Warranty does not cover any consequential, indirect, special or incidental damages.

    16. This Shell Helix Engine Warranty will be void if your program registration or other information submitted contains untrue information, or if your vehicle is not a Qualified Vehicle.

    17. The use of any aftermarket oil additive or counterfeit Shell Helix Ultra and / or Shell Helix HX7 or Shell Helix High Mileage 15W-50 will void this Shell Helix Engine Warranty.

    18. The use of improper fuel in your vehicle, including fuel containing a lower octane rating than that specified by your vehicle manufacturer, will void your warranty.

  6. What to Do if You have a Warranty Claim
    1. You must start a claim by calling Shell Helix Engine Warranty hotline 1800181855, BEFORE you have any repairs or replacements made. Please be ready to provide your assigned Customer Warranty Code or vehicle registration number prior to making the call.

    2. Upon making your claim request, the hotline agent will conduct a preliminary assessment of your engine’s condition and may advise you to attend a Shell Helix Engine Warranty participating service center for your vehicle to undergo a vehicle assessment (“Participating Service Center”).

    3. If the hotline agent advises you to attend a Participating Service Center within one (1) working day after being so advised by the hotline agent, without causing further damages to it. You may also opt for our nominated claims management agent’s towing services to tow your vehicle to the Participating Service Center. Do note that if upon assessment that the breakdown of your vehicle is not caused by any lubricant-related failure to the Covered Engine Parts, we will not reimburse you for the Towing Costs.

    4. You must be prepared to provide to Shell or Shell’s nominated claims management agent with all of the following within one (1) working day after bringing your vehicle to the Participating Service Center:

      1. all receipts showing engine oil changes or purchases using the eligible Shell Helix products, as well as receipts for oil and air filter purchases, with dates (receipts must clearly show that the correct Shell Helix product was used as per the Terms and Conditions of the Shell Helix Engine Warranty program);

      2. Towing Costs. The payment of a claim for towing costs is limited to the reasonable cost of transporting an undriveable vehicle to Shell’s Participating Service Center (as defined in Section F below) as notified by Shell or Shell’s nominated claims management agent.

      3. proof of current vehicle registration, or if the vehicle is leased, proof that you are the lessee of the vehicle; and

      4. all other documents that may be necessary to prove compliance with the Terms and Conditions of the Shell Helix Engine Warranty program.

    5. Your vehicle will be subject to a vehicle assessment by Shell or Shell’s nominated claims management agent at the Participating Service Center. You must make your vehicle available for assessment for at least three (3) working days from the day your vehicle is brought into the Participating Service Center.

    6. If your vehicle does not meet the criteria for the vehicle assessment or if your claim is not approved by Shell as a valid claim under this Shell Helix Engine Warranty, you will be responsible for all costs and expenses incurred as a result of the claimed failure of the lubricant and in claiming under this Shell Helix Engine Warranty, including: (i) the Towing Costs (if you had opt to use Shell’s nominated claims agent towing services); (ii) Vehicle Assessment Fee; and (iii) repair costs (if any), payable by you to Shell or Shell’s nominated claims management agent (on Shell’s behalf).

    7. If your vehicle passes the criteria for the vehicle assessment and your claim is approved by Shell as a valid claim under this Shell Helix Engine Warranty, Shell or Shell’s nominated claims management agent will authorize the Participating Service Center to repair or replace the Covered Engine Parts at the Qualified Repair Expenses. Following completion of the repairs, and provided you have complied with the terms and conditions of this Shell Helix Engine Warranty, Shell or Shell’s nominated claims management agent will reimburse you the costs as set out in Section E paragraph 12 above, up to the applicable limits.

    8. During a vehicle assessment or warranty claim escalation process, a sample of the engine oil may be required for further analysis as part of your claim investigation by Shell.

    9. Shell may, at its discretion and at its own expense, conduct such further investigation as may be required to determine the cause of the claimed problem and your eligibility for the repair claims.

  7. Modifications, Termination and Conflict of this Terms and Conditions
    1. Shell reserves the right at any time and from time to time, without notice, to revise and / or terminate the Shell Helix Engine Warranty.

    2. If the Shell Helix Engine Warranty program is modified, the modifications will apply to and be binding on all participants as of the date of the modifications. You are advised to review this Terms and Conditions regularly for such possible modifications or termination.