PRODUCT RETURNS POLICY
Note: only applicable throughout the territory of Vietnam
I. REGULATIONS OF PRODUCT RENEWALS
1. For unused products
- Customers can change the product to another model if the product is not yet installed, unused and verified by Robot’s tenchnicians. The new product must have a value equal to or higher than the value of changed products.
- The time applied for changing unused products: within 07 days.
2. For used products
- Customers are supported to change products of the same type when encountering irreparable problems (due to the technical error from manufacturer). Product can only be changed after confirmation from Robot’s technicians and comply with the following conditions:
- Products identified as genuine ROBOT Brand (evidence of purchase invoice or receipt, identification stamp and electronic warranty registration).
- Products are intact sealed, warranty stamp of the manufacturer and full accessories, warranty card (if any),… as the original.
- Returned goods must have without any form of defects (dented, scratched, stained, broken,…).
- For Water Purifier Products: consumables such as membrane, filter,… are not renewed.
- Application period for changing used products:
- Within 07 days for Water Purifiers, Air Coolers, Air Purifiers.
- Refer to Section II. WARRANTY – RENEWAL PERIOD.
3. Exceed the prescribed time to renewal products
When aries the cases related to renewal product but exceed the prescribed time limit in the above sections, Customers will be returned products in accordance with the provision of Section REGULATIONS OF PRODUCT RETURNS
4. Unacceptable cases of returning products
- Customers want to change models and categories without notice.
- Customers use, operate improperly in accordance with the manufacturer’s instructions, causing damage to the product.
- Customer do not comply with the requirements as required to enjoy warranty policy such as: no electronic warranty registration, no purchase receipts/invoices,…
- Customers selt-cause external damage such as peeling, breaking, changing the shape and structure of the product’s operating principles…
- The goods have ben signed to certify “Quality” by Customers, but then Customers request to return the goods with the wrong reason: scratches, yellowing, dents,…
II. REGULATIONS OF PRODUCT RETURNS
- Products are in the warranty period specified in Section II. WARRANTY PERIOD and sastisfy the free warranty conditions specified in Section IV. WARRANTY CONDITIONS.
- Products have expired the time of product renewal as specified in Section REGULATIONS OF PRODUCT RENEWALS.
- Products are still warranted but repaired 3 times or more within 1 months but still not fix the product error.
- Depending on the actual condition of the used product to be returned, the parties will jointly evaluate the status of the product, negotiate the residual value after the depreciation of the product, as a basis for changing other products.
- In case of changing the product with the value equivalent to the remaining value after the depreciation of the changed product, the parties will not compensate for the difference.
- In case of changing product with difference value, the parties will agree on the difference between the value of the newly replaced product and the defective product that one party needs to pay back to the other at the time of product change.
- All spare parts, components and accessories or defective, damaged and replaced products under the warranty policy will become the property of Robot Investment Corporation.
- The warranty period for changed product will be continued.
III. WARRANTY LOCATION
All ROBOT products will be warranted at Customer Service Centers:
- Southern Service Center: 112A Cach Mang Thang Tam Street, Ward 7, District 3, Hochiminh City
- Central Service Center: 81C – 81D, Hoang Van Thai Street, Lien Chieu District, Danang
- Northern Service Center: 81 Duc Giang Street, Duc Giang Ward, Long Bien District, Hanoi
Or warranty stations established or authorized by Robot Investment Corporation nationwide.
IV. CONTACT INFORMATION
Please contact us for advice service, technical assistance, product warranty
Hotline 1900 6367 52