Process and place of warranty, exchange and return of goods and after-sales service
PRODUCT WARRANTY
Warranty principle
Company commits to strictly implement the Products warranty obligations for Products covered by the warranty as specified below:
- Provide a warranty receipt indicating the warranty period for the Independent Representative/Customer in the event of warranty Products;
- Provide Independent Representative/Customer with similar products, components, accessories for temporary use or other forms of solution accepted by Independent Representative/Customer during the warranty period;
- Change new Products, components, accessories or recall Products, components, accessories and refund 100% of money amount paid by Independent Representative/Customer to receive such Products in the event of the expiration of the warranty period without repairing it or failure on fixing the error;
- Change new Products, components, accessories or recall Product and refund consumers in case of warranty for goods, components and accessories three (03) or more times during the warranty period but still fails to fix the error;
- Bear the cost of repairing, transporting Products, components, accessories to the warranty place and from the warranty place to the Independent Representative/Customer's residence address; and
- Take responsibility on warranty of Products, components and accessories for Independent Representative/Customers even in case of authorizing other organizations and individuals to perform warranty.
Under the regulation on Product warranty, Independent Representative is responsible for receiving and re-delivery the damaged Products to Company or the Customer can directly go to Company for warranty.
Company is responsible for ensuring the quality of Products sold to Independent Representative/Customers in accordance with the published information. Independent Representative is responsible for providing information of quality in accordance with the information provided by Company. In the event of a Product quality complaint, Independent Representative is responsible for notifying Company immediately upon receipt of this complaint.
Upon receipt of the Product, Independent Representative/Customer must check the Product to ensure that it has sufficient quantity and intact package. The Company will be responsible for Products that are defective due to manufacturing or damaged during Company control, but will not be responsible for damages caused by careless use and handling, or due to misusing of Products, whether Independent Representatives or Customers cause.
Warranty process
Step 1: Independent Representatives/Customers must send the following documents to Company:
- Product and accessories;
- Invoice;
- Valid warranty card (if any); and
- Warranty Request
Step 2: At the time of request, Company shall confirm information in writing to Independent Representatives/Customers, therein pointing out the response time toward the warranty settlement.
Step 3:
- Within seven (07) working days from the date of receiving the warranty request, Company shall respond about the warranty settlement to Independent Representatives/Customers. If such Product is determined to be defective due to production’s fault and under warranty policy, Company shall announce the time to complete the warranty.
- For the cases that are not eligible to apply warranty policy and repairable, Company shall support the Independent Representative/Customers to transfer the Product to the manufacturer for repairing and replacing the product’s accessories. Company shall notify the Independent Representative/Customers about incurred fee and Company will only conduct after obtaining the Independent Representations/ Customers confirmation with such incurred fee.
