For customers in HCMC area, you can directly contact exchange-return at Tien Hung’s office at 1/80 Cau Xeo, Tan Son Nhi Ward, Tan Phu District, HCMC. . Service time: from 8:30 to 17:00 Monday to Saturday except Sunday and New Year holidays.
You can make an exchange or return free of charge within 3 days from the date of receipt for products ordered at Tien Hung. Returned products must be intact, with no signs of being used and intact with tags, tags, and original packaging (except in cases where the product is defective or damaged in transit). In addition, in order to make a return, the customer must still keep the “purchase invoice” at Tien Hung.
The process of exchanging and returning goods is done when the package is returned at Tien Hung’s warehouse. We will take the next steps to check the quality of the product and conduct an exchange/return or refund upon your request.
I. CASE OF EXCHANGE OF GOODS
1. Exchange according to customer needs
All items purchased from Tien Hung are returnable within 3 days from the date of receipt (unless otherwise stated). We only accept returns for products that are still in their original conditions, and invoices purchased at Tien Hung & unused products, including:
- Still in original packaging and undamaged.
- Full range of parts, details, accessories.
- Stamps/warranty cards, brand stamps, technical instructions and attached gifts (if any) etc. must be complete and intact.
- Not dirty, scratched, broken, damaged, has a strange smell or shows signs of being washed or used.
Note: Returned products that do not meet the above conditions will be automatically returned returned to the registered address according to your order information.
2. Returns are not due to subjective reasons from customers
2.1. Delivered goods are broken, wrong or missing:
Tien Hung encourages customers to check outside condition of the box and product before payment to ensure that the goods are delivered with the correct type, quantity, color according to the order and the external condition unaffected (broken/scratched). If this is the case, please refuse to receive the goods and/or immediately notify customer service so that we can have a timely solution. (Please note further checks such as product trials can only be accepted after the order is paid in full).
In case the customer has paid, received the goods and then discovered broken, wrong content or missing goods, please contact immediately contact Tien Hung customer support for our assistance. Support the next steps such as exchange-return or send the missing product to you…
After 48 hours from the date you receive the goods, Tien Hung has the right to refuse support for complaints according to the above content.
2.2. Goods delivered with technical error
When you have a problem with the product ordered at Tien Hung, please take the following steps:
- Step 1: Check out how to use the product yourself, the operations are guided in the “User manual” that comes with each product (if any).
- Step 2: You contact the customer service department to inform the status of the product. Here, the customer service staff will collect information and connect with the warranty department to solve related problems about product defects for customers.
- Step 3: Within 7 days from the date of receipt of the goods, if the product you purchased is confirmed from the product warranty department that the product has a technical defect, you will be delivered an exchange in accordance with the regulations. of the company.
In our experience, more than half of products returned for technical reasons after being checked by the technical department are rated as in perfect used condition. Therefore, to save time and for your convenience, please read the user manual carefully or contact customer service directly to make sure that the product is assembled, connected and operate correctly before sending the goods back to Tien Hung.
II. METHODS OF REFUND
Depending on the reason for returning the product, the quality assessment results at the technical department, Tien Hung will have the following refund methods:
| Reason for return and exchange | Refund method |
| Return and exchange according to customer needs (return goods because they are not satisfied) | Cash back to customers (after deducting order processing fees) |
| Returns are not due to subjective reasons from customers | Customers can buy new products Exchange new products of the same type. Cash back to customers (after deducting order processing fees) |
For more details or questions, please contact us via HOT LINE for support.
