Warranty Policy

The warranty policy includes the regulations and commitments of Hawonkoo to customers who trust and support our range of home appliances.

1. Purpose of the Warranty Policy

Product warranty is a repair or component replacement service intended to restore technical functions affected by manufacturing defects when the product is used within a specified period, in accordance with the procedures that the seller and buyer have understood and agreed upon prior to purchase. Once the purchase is completed, this agreement is deemed to have been committed to by both parties.

Warranty does not mean a refund, replacement with a new product of the same model, or replacement with a product of a different model when technical issues arise with the product purchased by the customer. The scope of warranty does not include resolving the following issues:

  • Normal wear and tear or natural aging of the product (including during the warranty period),
  • Packaging that is old/torn during display or transport by the customer.
  • Products that are dented, physically/chemically deformed, or damaged due to errors caused by the customer, etc.

This warranty policy is issued to standardize the Company's warranty procedures and policies for customers, aiming to protect the best interests of Customers when purchasing and using products distributed by Bach Tuong Phat Trading Investment Joint Stock Company (BTP).

This warranty policy applies to all products distributed by BTP across the following categories: Health Care, Household Goods, Household Electrical Appliances, Kitchen Equipment, and other product categories...

2. Warranty Scope

2.1. Product Warranty Period

    • For products with activated e-warranty: Based on the product information activated in the e-warranty system.
    • In cases where the product does not use e-warranty or has not yet been activated: The warranty period will be determined based on the purchase invoice/warranty card and the information provided by the customer.

The warranty period is calculated from the date of purchase (based on the VAT invoice/direct sales invoice issued by the tax authority, or on a warranty card filled out in full according to regulations), or based on the purchase date provided by the customer, but shall not exceed 6 months from the date of dispatch from the warehouse, whichever comes first.

* Note:

    • To ensure full warranty benefits, customers must register and activate the warranty within 30 days from the date of purchase, following the instructions included with the product or on the brand's website.
    • Failure to register the warranty within the specified time may affect the customer's warranty benefits later.

2.2. Cases with a Different Warranty Period

    • For products used for commercial or other purposes: Other than normal consumer use, the warranty period for the product shall not exceed 06 months and does not apply to clearance/liquidation products.
    • For products sold under contract: The warranty period is based on the terms agreed in the sales contract.
    • Warranty period for a replaced (new) product: The warranty period is calculated from the date the replacement product is given to the customer.

3. Warranty Response Time

  • For at-home warranty service in Hanoi and Ho Chi Minh City: completed within 24 hours, and no later than 48 hours.
  • For at-home warranty service in other provinces: completed within 24 hours, and no later than 72 hours.
  • For products received directly at the warranty center in Hanoi: completed within 4 working hours, and no later than 8 working hours, after which the product will be handed back to the customer.
  • For products received directly at an Authorized Warranty Center (TTBHUQ): completed within 8 working hours (if parts are in stock), and no later than 96 hours (if waiting for parts shipped from the manufacturer).
  • For products sent via a shipping carrier or collected by warehouse vehicles to the Warranty Center or Authorized Warranty Center: completed within 5 days (from when the Warranty Center receives the product from the customer to when the customer receives it back), but no later than 7 days.
  • The above warranty response times do not include Sundays and public holidays/Tet.

Other special cases:

  • If the customer wishes to upgrade to a new product line of higher value, we will take back the old product according to the Company's regulations or as agreed by both parties.
  • If the product under warranty cannot be fully repaired, we will support the customer by lending a replacement product for use (applicable only to customers who purchased cooktops or rice cookers).
  • If the customer's damaged product, still under warranty, cannot be repaired and is no longer available on the market, we will exchange it for another product equivalent to the original but in good working condition.

4. Warranty Conditions

Customers will receive free warranty service when the product and its components satisfy the following conditions:

  • The product is officially distributed by BTP in the Vietnamese market.
  • The security seal (tamper seal) is intact and not torn or removed.
  • Damage is caused by a manufacturing defect.
  • The damage is not among the items listed under warranty exclusions.
  • The product must be registered for e-warranty.
  • The product is still within the warranty period based on the registered e-warranty period.
  • The model and serial number on the product must match the model and serial number in BTP's e-warranty lookup system.
  • If the product has not been registered for e-warranty, the warranty period is calculated from the manufacturing date/date of dispatch from the warehouse, or from the purchase date, whichever comes first, based on the manufacturing date in BTP's system or the VAT invoice/direct sales invoice issued by the tax authority.

* Conditions for e-warranty activation: The product must have its e-warranty activated within 3 months from the date of purchase or the date of dispatch from the warehouse, whichever comes first.

Note:

  • For out-of-warranty replacement parts (chargeable) that are not consumable components, such parts carry a 3-month warranty from the date of replacement, provided the defect is due to the quality of that part.
  • Retail receipts and payment slips cannot be used as a basis for determining the warranty period.
  • The warranty conditions for cookware sets are governed by a separate policy issued specifically for cookware sets.

5. Cases Outside the Warranty Scope

The following cases are not covered under warranty:

  • The product's warranty has expired.
  • The product no longer bears its serial number or has a torn seal from BTP or the manufacturer (except for clearance/liquidation products).
  • Damage not caused by a manufacturing defect or not caused by the product's own components failing.
  • The product has been modified or repaired by a facility other than BTP's authorized warranty centers.
  • Damage caused by normal wear and tear, improper cleaning (including exterior, interior, and filters), improper maintenance or servicing, infestation by insects or pests, use for purposes other than intended, use of defective or leaking batteries, or incorrect voltage.
  • Damage caused by natural disasters, accidents, unauthorized installation, or use contrary to the manufacturer's instructions (for example: signs of lightning strikes, electrical sparks, or liquid entering the product; the product is cracked or damaged due to external force; the product was transported or serviced improperly;
  • the product was used in an excessively dirty, humid, or high-temperature environment; there are signs of mold, rust, corrosion, or oxidation, etc.). Damage arising from use in combination with non-genuine accessories, products, dependent devices, or other peripheral devices.
  • Included accessories are not covered under warranty, such as: adapters, remote controls, batteries, cables, signal connectors, and promotional gifts (remote controls for fans/air conditioners carry a separate 6-month warranty from the date of purchase). Damage caused by attaching or removing accessories, components, or other devices on the product.

6. Product Exchange and Return Policy

The applicable exchange/return period is 7 days from the date of delivery as recorded in the handover document.

6.1. Exchange/Return Conditions

Products may only be exchanged or returned when the following conditions are met:

    • The product must have its original genuine warranty seal and manufacturer's serial number intact.
    • The product must be confirmed to have a technical defect by the manufacturer's technical department.
    • The product must have its original box and packaging foam intact, along with all included accessories and gifts (if any), and must be 100% new.
    • The returned product must have no cosmetic defects (scratches, cracks, dents, yellowing, etc.).
    • The returned product must be accompanied by all relevant documents, such as: the invoice issued by the tax authority, warranty card (if any), user manual, and catalogue.

6.2. Exchange/Return Principles

Exchange for a new product of the same model: Conducted on a 1-for-1 basis

Exchange for a product of a different model: Only applicable when the manufacturer no longer has the same product the customer purchased, or when the customer wishes to upgrade to a higher-end product. The principles are as follows:

    • Exchange for a product of equal or higher value than the one purchased.
    • The customer must pay the price difference (if any) when exchanging for a product of higher value than the one purchased.
    • For products with multiple separate components, only the damaged component will be exchanged.
    • Only the main component will be exchanged (not accessories); if an accessory is damaged, only that accessory will be exchanged.

For clearance/liquidation purchases: If a product is confirmed to have an unrepairable technical defect, it will be exchanged for another clearance/liquidation product of equivalent quality.

6.3. Cases Not Eligible for Exchange

Product damage caused by the customer operating or using the product incorrectly, against the provided instructions.

    • The customer has affected the product's external condition themselves, such as torn packaging, scratches, cracks, or a missing
      warranty seal.
    • Cosmetic defects (scratches, dents, deformation, yellowing, cracks) discovered after the customer has inspected and signed for the
      handover.
    • The product is past the applicable exchange/return period.
    • The product no longer bears its serial number or has a torn seal from BTP or the manufacturer (except for
      clearance/liquidation products).

Damage not caused by a manufacturing defect or not caused by the product's own components failing.

    • The product has been modified or repaired by a facility other than BTP's authorized warranty centers.
    • Damage caused by normal wear and tear, improper cleaning (including exterior, interior, and filters), improper maintenance or servicing, infestation by insects or pests, use for purposes other than intended, use of defective or leaking batteries, or incorrect voltage.
    • Damage caused by natural disasters, accidents, unauthorized installation, or use contrary to the manufacturer's instructions (for example: signs of lightning strikes, electrical sparks, or liquid entering the product; the product is cracked or damaged due to external force; the product was transported or serviced improperly; the product was used in an excessively dirty, humid, or high-temperature environment; there are signs of mold, rust, corrosion, or oxidation, etc.).
    • Damage arising from use in combination with non-genuine accessories, products, dependent devices, or other peripheral devices.
    • Promotional gift items are not eligible for exchange.
    • Damage caused by attaching or removing accessories, components, or other devices on the product.

6.4. Exchange/Return Process and Procedure

The customer contacts the manufacturer's Customer Care Hotline for assistance with the exchange process.

Once a confirmation report has been issued stating that the product is defective due to a technical fault, the exchange will be carried out in accordance with the manufacturer's regulations. The exchange/return procedure will be completed within 7 days from the date the exchange request is received, in accordance with the manufacturer's "Exchange/Return Process."

7. Additional Services

7.1. Out-of-Warranty Repair and Maintenance Services

BTP provides on-demand at-home repair, maintenance, and installation/removal services for products that are not covered under the warranty policy's at-home repair, maintenance, and installation/removal service, or for cases where a warranty technician has inspected the product and provided technical advice but found no actual fault.

For products outside the warranty scope, BTP's Authorized Warranty Center will provide repair, maintenance, and servicing support with the highest level of care and professionalism. The customer will bear all costs incurred for repairs, including replacement parts, labor, and any other applicable fees.

For out-of-warranty services, BTP's Authorized Warranty Center will provide repair or component replacement services if the parts are available and the product has an actual defect. BTP reserves the right to refuse out-of-warranty service if the product is missing components, or if it has been serviced by a party other than BTP's Authorized Warranty Center.

BTP's Authorized Warranty Center may provide chargeable out-of-warranty services for products of other brands:

    • If the fault can be repaired.
    • The cost may be higher and the repair time longer compared to products officially distributed by BTP in the Vietnamese market.
    • The cost and repair time will be agreed upon between the customer and the Warranty Center.

The Warranty Center will assess whether the service can be provided, taking into account:

    • Cases where the component is oversized or not available.
    • Cases with significant differences in the product's technical specifications, such as operating features or voltage.

From the time the service request is received, the warranty team will schedule an appointment with the customer within 02 administrative working hours to ensure the most convenient warranty experience.

7.2. Warranty Goods Storage Service

From the time notification is sent to the customer that their warranty product has been repaired, the storage period for the product shall not exceed 15 days. Customers are requested to complete the procedures to collect their product within this time.

After this period, storage service fees will be charged as follows: Storage fee: VND 10,000 per unit/day for household appliances.

The maximum duration of the storage service is 45 days from the first day the fee is incurred. If the customer has not collected the product after this period, we will not be responsible for the item.

8. Contact

To use the on-demand at-home warranty, maintenance, and installation/removal service, customers can contact our Customer Care Hotline directly at 1900 2270

BTP's nationwide Customer Care Hotline provides customers with a means to request warranty service, get advice on the warranty policy, and address other after-sales support matters.

AUTHORIZED WARRANTY CENTERS:

  • NORTH: No. 202D Nguyen Son, Bo De Ward, Hanoi City
  • SOUTH: A27 Bis To Ky, Trung My Tay Ward, District 12, Ho Chi Minh City

In addition, customers can visit Hawonkoo's authorized warranty locations at the addresses below for direct consultation.