Exchange and return policy
EXCHANGE AND RETURN POLICY
A. EXCHANGE PRODUCTS
Do not apply to devices such as: items with VAT invoice issued; uncommon or ordered devices; the equipment is worn out, cut off, broken, scratched, dirty or lost its package.
In the case you purchase an item but it cannot satisfy your requirements or for some other reasons that make you want to exchange to another product, we are willing to support as follow:
I. NEW PRODUCTS
1. FOR DEVICES: DESK PHONE, HEADPHONE, CONFERENCING EQUIPMENT, PROJECTOR, VoIP PBX
Faulty products due to manufacturers’ mistake:
| st month of warranty( the first 7 days) | From the 2nd month to the 12th month of warranty |
˗ 1 exchange 1 (same model, same color, same storage capacity …). ˗ In case the exchanged product is out of stock, customer can exchange another item which belongs to the same group and is higher than 50% value of the defective product (ngocthiensup.com will be responsible for paying the disproportion amount of money). Or: ˗ Customers can return the machine and ngocthiensup.com will refund money with the price equal to 80% of the invoice price. | Warranty in accordance with the company’s regulation |
Faulty products due to user’s mistake
– Not eligible for warranty service in accordance with the company’s regulation.
– The machine does not keep 100% of original shape.
– The screen, device is scratched.
=> Do not apply warranty or exchange policy, ngocthiensup.com will support transfering warranty, customers pay for the repair costs.
2. FOR SECURITY DEVICES, NOTIFICATION
– Faulty products due to manufacturer’s mistake: (including technical defects related to the machine, not including the battery)
– Cases of faulty products must be transferred to the Warranty Center of the Company for expertise before making the final warranty decision.
| The 1st month of warranty | From the 2nd month to the 12th month of warranty |
-1 exchange 1 for free (Same model). ˗ In case the purchased product is out of stock,customers can exchange another model (No fee) (ngocthiensup.com will refund the disproportion amount of money or collect the extra fee if necessary) OR send the machine to the Warranty Centre for guarantee. ˗ In case customers wish to exchange another model (when the purchased sample is still available) or customers wish to return the device and refund money, ngocthiensup.com supports customers as follow: Exchange another device, get back the old one or refund money with 80% of the price in the old invoice.
| ˗ Send the machine to the Warranty Centre for guarantee as regulation ˗ In case of failure to repair or return the warranty machine later than committed, customers will be supported to exchange for a new product or refund with the following fee: ˗ Exchange another product, collect the old one with 25% fee for the 2nd month, and add 5% per month on the invoice (for example, the 2nd month 25%, the 3rd month 30%, the 4th month 35%…. ˗ Refund and the collect old product with 30% fee for the 2nd month, and plus 10% per month on the invoice (for example, the 2nd month 30%, the 3rd month 40%, the 4th month 50%,… |
– Non-defective products (not satisfy the needs of customers): NOT SUPPORT THE RETURN AND EXCHANGE POLICY
– Faulty product due to consumers’ mistake
– Support receiving machine and transfering to the Warranty Center for repair (including extra fee)
Note:
Ngocthiensup.com’s provisions on the terms of collecting goods include: the amount of refund & extra fee according to the content stated above, the conditions, provision on the time and how to exchange and return as follow:
– In case the product does not keep its original shape, has been scratched, an additional fee of 10% will be charged in the invoice.
– All faulty products reported by customers must be transferred to the Warranty Center of the Company for expertise before making the final warranty decision.
– There are full warranty cards (if possible) and accessories (charge as prescribed and maximum 5% of the invoice price, lose the box: charge 100,000 VND).
– Promotional gifts: charge according to the refund price announced by Ngoc Thien Company when selling products. If the value of the sales promotion is not announced, there will be a fee of no more than 5% of the value for each promotional gift.
– Some products have the warranty period more than 12 months, and from the 13th month afterwards will be guaranteed at the Warranty Center.
3. FOR NETWORK DEVICES
– Faulty product due to manufacturers:
– Cases of error must be transferred to the Warranty Center for assessment before making decisions on import and exchange.
The 1st month | From the 2nd month to the 12th month of warranty |
1. 1 exchange 1 free (Same model) 2. In case the purchased product is out of stock,customers can exchange another model (No fee) (ngocthiensup.com will refund the disproportion amount of money or collect the extra fee if necessary) OR send the machine to the Warranty Centre for guarantee. 3. In case customers wish to exchange another model (when the purchased sample is still available) or customers wish to return the device and refund money, ngocthiensup.com supports customers as follow: Exchange another item, get back the old one or refund money with 80% of the price in the old invoice. | 1. Send the machine to the Warranty Centre for guarantee as regulation. 2. In case of failure to repair or return the warranty machine later than committed, customers will be supported to exchange for a new product or refund with the following fee: + Exchange another product, collect the old one with 25% fee for the 2nd month, and add 5% per month on the invoice (for example, the 2nd month 25%, the 3rd month 30%, the 4th month 35%…. + Refund and the collect old product with 30% fee for the 2nd month, and plus 10% per month on the invoice (for example, the 2nd month 30%, the 3rd month 40%, the 4th month 50%,… |
Non-defective products (not satisfy the needs of customers): NOT SUPPORT THE RETURN AND EXCHANGE POLICY
Faulty product due to consumers’ mistake
– Support receiving machine and transfering to the Warranty Center for repair (including extra fee)
Note:
Ngocthiensup.com’s provisions on the terms of collecting goods include: regulations on time of exchange, how to exchange, the amount of refund & the fee according to the content stated above, with the conditions of exchange as below:
– In case the product does not keep its original shape, has been scratched, an additional fee of 10% will be charged in the invoice.
– All customers reporting errors must be transferred to the Warranty Center for assessment before making decisions on collect, exchange or return.
– There are full warranty cards (if possible) and accessories (charge as prescribed and maximum 5% of the invoice price, lose the box: charge 100,000 VND).
– Promotional gifts: charge according to the refund price announced by Ngoc Thien Company when selling products. If the value of the sales promotion is not announced, there will be a fee of no more than 5% of the value for each promotional gift.
4. FOR POS SOLUTION
Faulty product due to manufacturers: (Internal faults include Ink cartridge error)
The 1st month | From the 2nd month to the 12th month of warranty |
– 1 exchange 1 (same model, same color, same model, same function, same memory …) ** Note: when exchanging the device, its box must be included. If the box is missing, only apply warranty policy, do not exchange a new machine. – In case the exchanged product is out of stock, customer can exchange another item which belongs to the same group (ngocthiensup.com will be responsible for paying the disproportion amount of money or collect extra fee if necessary). – In case the customer does not agree to exchange the item in the same, it will be sent for warranty according to regulations from 5 to 7 days. – Does not apply return policy. | Warranty in accordance with the company’s regulation |
Non-defective products (not satisfy the needs of customers): NOT SUPPORT THE RETURN AND EXCHANGE POLICY
Faulty products due to user’s mistake
– Not eligible for warranty service in accordance with the company’s regulation (Broken and cracked machine’s body, scratched and broken ink cartridge latch, customers open the machine to repair).
– The machine does not keep 100% of original shape.
– External printer shows signs of being cracked, broken, or scratched
=> Do not apply warranty or exchange policy, ngocthiensup.com will support transfering warranty, customers pay for the repair costs.
Regulations about “return machine” of ngocthiensup.com include: the amount of refund & extra fee according to the content stated above, the conditions, provision on the time and how to exchange and return as follow:
– There is still a full box of product (collect 2% fee if the box is lost; specially – with fashion watch – collect 100,000 VND fee in case of losing box).
– In case the machine won’t turn on and unknown cause, it must be transferred to the Warranty Center of the Company for expertise before making the final warranty decision.
– There are full warranty cards (if possible) and accompanying accessories (charged as prescribed and maximum to 5% in the invoice price).
– Promotional gifts: charge according to the refund fee announced by Ngoc Thien Company when selling products. If the promotion value is not announced, there will be a fee which is not more than 5% of the value for each promotional gift.
EXTRA INFORMATION
– Ngoc Thien Supply Co., Ltd carries out using electronic invoices instead of paper invoices as earlier.
– For customers who buy devices from this time afterwads do not require paper invoices and will not be deducted invoice fee when exchanging and returning products.
– For customers who buy devices before this time onwards, customers still need to have invoices when exchanging or returning products. The invoices are lost, they will be deducted fee as prescribed (10% of the value stated in the invoice).
B. RETURN OF PRODUCTS
The return of products is only applied for free when we advise customers incorrectly about the sold devices.
Do not apply to devices such as: items with VAT invoice issued; uncommon or ordered devices; the equipment is worn out, cut off, broken, scratched, dirty or lost its package.