Return and Exchange Policy

The return and exchange policy is intended to ensure maximum customer rights when purchasing products from Hangtotnhapkhau.com

I. Unused products

• Customers may exchange a product for another model if the product has not been used and has been inspected and approved by Hangtotnhapkhau.com’s warranty staff.
• The new product must be of equal or greater value than the product being exchanged.

II. Conditions for accepting returns and exchanges

Customers may exchange a product for a new product of the same type when it has an issue that cannot be remedied (due to a technical defect attributable to the manufacturer). A defective product may only be exchanged after confirmation by technical staff and subject to the following conditions:

• The goods are verified as having been purchased from Hangtotnhapkhau.com (based on the purchase invoice and identification label affixed to the product)
• The goods are confirmed by a technician from the Manufacturer’s Warranty Center to have a technical defect
• The goods still have the manufacturer’s or Hangtotnhapkhau.com’s seals intact (not torn, broken, or reapplied). Returned goods must have no cosmetic defects (scratches, dents, yellowing, breakage, etc.)
• Returned goods must include all components, accessories, and accompanying gifts. Returned goods must include all packaging, foam, etc. (except protective film, plastic wrap, etc.)
• Returned goods must include all accompanying documents (VAT invoice, warranty card, user manual, brochure/catalogue, etc.)

Hangtotnhapkhau.com will exchange the goods for the customer but will not refund shipping/delivery fees (if any), except in the following cases:

• The goods are not of the type or model ordered by the customer.
• The quantity, set, or information does not match the original order.
• The goods fail to meet quality standards, such as being expired, out of warranty, inoperable, or objectively damaged within the scope of the supplier’s or manufacturer’s warranty, etc.

III. Procedure for Processing Returns and Exchanges

Customers may contact the Hangtotnhapkhau.com Warranty Center directly so that it can send the goods to the Manufacturer for inspection on their behalf.

Once a condition confirmation document states that the goods are damaged due to an irreparable technical defect and approves a replacement, the exchange will be carried out in accordance with the applicable regulations.

IV. Conditions for Accepting Returns and Exchanges

Customers may exchange a product for a new product of the same type when it experiences an issue that cannot be remedied (due to a technical defect caused by the manufacturer).

A defective product may only be exchanged after technical confirmation has been obtained and the following conditions have been met:

• The goods are verified as having been purchased from the Hangtotnhapkhau.com store network
• The goods are confirmed by a technician from the Hangtotnhapkhau.com Warranty Center to have a technical defect
• The goods still have the manufacturer’s or Hangtotnhapkhau.com’s seals intact (not torn, broken, or reapplied)
• Returned goods must have no cosmetic defects (scratches, dents, yellowing, breakage, etc.)
• Returned goods must include all components, accessories, and accompanying gifts
• Returned goods must include all packaging, foam, etc. (except protective film, plastic wrap, etc.)
• Returned goods must include all accompanying documents (VAT invoice, warranty card, user manual, brochure/catalogue, etc.)

Cases in which returns and exchanges are not accepted:

• You wish to change the product type or model without prior notice.
• You fail to operate the product according to the instructions, causing damage to the product or goods.
• You fail to comply with the requirements for warranty coverage (for example, failing to send the warranty card to the designated location within the prescribed period)
• You cause damage to the external condition, such as torn packaging, peeling, breakage, fractures, etc.
• The goods have been signed off as “Meeting Quality Standards,” but you subsequently request a return or exchange due to cosmetic defects (scratches, dents, yellowing, breakage, etc.)

V. Procedure for Processing Returns and Exchanges

Customers may contact the Hangtotnhapkhau.com Warranty Center directly to send the goods in for inspection. Once a Condition Confirmation Document states that the goods are damaged due to an irreparable technical defect and approves a replacement, the exchange will be carried out in accordance with Hangtotnhapkhau.com’s regulations.