Support

Return Policy

1. Conditions for accepting returns:

• Customers can exchange or return products if the products are unused.
• Customers can change to another product (same or different model) when the product has an irreparable problem (due to the manufacturer’s technical error) as confirmed by HOP NHAT SMART’s Warranty Officer.
• The new product must have equal or higher value than the value of the exchanged product.

2. Application period:

Within 7 days from the date the customer receives the goods, based on the purchase invoice with the time recorded: date of purchase, time of delivery.

3. Procedures for handling returns and exchanges:

• Customers contact HOP NHAT SMART’s Warranty Center directly, or send the goods to the Company for inspection.
• After the Warranty technician confirms the status of the goods damaged due to technical errors that cannot be repaired, exchange is accepted. Exchanges will be carried out in accordance with Hop Nhat’s regulations.

4. Return regulations:

A. In case of exchange

– Unused products: Customers can exchange the product for another model if the product is unused and must be checked and confirmed by HOP NHAT SMART’s warranty staff. The new product must have equal or higher value than the value of the exchanged product.

– Products with technical errors that cannot be fixed: Customers can exchange for a new product when the product has problems that cannot be fixed (due to the manufacturer’s technical error). Defective products can only be exchanged after technical confirmation and compliance with the following conditions:

  • The product is confirmed to have a technical error by HOP NHAT SMART’s warranty staff
  • The product still has the original seal (not torn or re-glued), no defects in appearance (scratched, dented, yellowed, broken, etc.)
  • Returned goods must still have all accessories, packaging, foam, and accompanying gifts
  • When receiving goods back, there must be all accompanying documents (VAT invoice, Warranty card, Instruction book, Catalog…)

B. In case of return

– Unused products:

  • Immediately upon receiving the goods, check the goods if the customer does not like the product or for some reason the customer does not want to buy the product anymore.
  • The product is unused and must be inspected and confirmed by HOP NHAT SMART’s warranty staff

– Products with technical defects that cannot be repaired: Customers are returned when the product has an irreparable problem (due to the manufacturer’s technical error) and there is no similar replacement product. Defective products will only be returned after warranty technical confirmation and compliance with the following conditions:

  • The product is confirmed to have a technical error by HOP NHAT SMART’s warranty staff
  • The product still has the original seal (not torn or re-glued), no defects in appearance (scratched, dented, yellowed, broken, etc.)
  • Returned goods must still have all parts, accessories, packaging, foam, and accompanying gifts
  • When receiving goods back, there must be all accompanying documents (VAT invoice, PBH, Instruction book, Catalog, etc.)

– In the following cases, customers must pay fees:

– In cases where the product is changed to a different design or type due to your wishes, the installation and dismantling costs incurred due to changing the design or type will be borne and paid by you.
– Innovative products are considered by HOP NHAT SMART as a new order and are applied according to Hop Nhat’s current policies
– HOP NHAT SMART will exchange goods for customers but will not refund shipping/delivery fees (if any), except in the following cases:

  • Not the right type or model as you ordered
  • Not enough quantity, not enough information as in the original order.
  • Not meeting quality such as: Expired, expired warranty, inoperable, objective damage within the scope of HOP NHAT SMART’s warranty.

C. In case returns are not accepted:

– You do not operate according to instructions, causing damage to products and goods.
– You yourself affect the external condition such as torn packaging, peeling, breakage, etc.
– The goods have been signed to confirm delivery of the goods “Meets quality standards” but then the customer requests to exchange or return due to defects in appearance (scratches, dents, yellowing).