I. GENERAL INFORMATION:
1.1. The warranty policy is issued to unify the Company’s warranty procedures and policies for customers, aiming for the best interests of customers when buying and using products distributed by Cuckoo Vina.
1.2. Building the best warranty service system to quickly and promptly respond to customers’ requests.
1.3. Instructing Departments/Departments and relevant individuals to coordinate in properly implementing warranty policies of Cuckoo Vina.
II. SCOPE OF APPLICATION:
Warranty policy is applied at:
2.1. Head Office of Cuckoo Vina Co., Ltd & Branch of Cuckoo Vina Co., Ltd in Ho Chi Minh City.
2.2. Cuckoo Vina authorized warranty centers nationwide.
III. SUBJECTS OF APPLICATION:
3.1. Supermarkets, Distributors, Agencies and Customers who buy Cuckoo Vina products
3.2. Relevant departments/individual at the Company’s main office, affiliated branches nationwide.
IV. APPLICATION PRODUCTS:
All Cuckoo Vina products are distributed in the following categories: Household appliances, Electrical appliances, Kitchen appliances, Water Purifiers, Air Purifiers…
V. REGULATION & PAYMENT:
5.1 Payment by bank transfer to the Company’s account before the Company delivers products to the customers
– Account number: : 700.013.026.171 at Shinhanbank Tran Duy Hung
– Account Name: Cuckoo Vina Co., Ltd
5.2 The cash payment is accepted by the Company on the basis that the customer commits to pay to the shipper upon receipt of the product.
The payment by bank transfer is priority before receiving product.
VI. WARRANTY SCOPE:
6.1. Product warranty period
Swipe right to see more
|No||Categories||Made in||Warranty term|
|1||Non-stick pan||Korea||6 months|
|2||Pot set||Korea||6 months|
|II. Rice cooker|
|1||Mechanical rice cooker||China, Viet Nam, Korea||24 months|
|2||Large capacity rice cooker||China, Korea||24 months|
|3||Micom rice cooker||China, Korea||24 months|
|4||HP rice cooker||China, Korea||24 months|
|5||Induction Heating rice cooker||China, Korea||24 months|
|III. Kitchen Appliances|
|1||Double and triple induction range||China||12 months|
|3||Air fryer||China||12 months|
|4||Multi cooker||China||12 months|
|5||Electric grill||China||24 months|
|IV. Water – Air Purifier|
|1||Water Purifier (*) Warranty on electrical parts and voltage tank. No warranty for filter cores, membranes, mineral cores (consumables)||China||24 months|
|2||Air purifier (*) No warranty on air filter||China||12 months|
|V. Other products|
|2||Dish dryer||China||12 months|
|3||Iron steam||China||12 months|
|4||Disinfectant solution dispenser||China||12 months|
|5||Thermos bottle||China||12 months|
|6||Car Air Purifier||China||12 months|
|7||Fruit grinder||China||12 months|
6.2. Regulations on where to repair WARRANTY products are applied as follows.
Swipe right to see more
|No||List of warranty products||Warranty at home||Warranty at the center|
|II. Rice cooker|
|1||Mechanical Rice cooker||x|
|2||Large capacity mechanical rice cooker||x|
|3||Micom rice cooker||x|
|4||HP rice cooker||x|
|5||HP rice cooker||x|
|III. Kitchen appliances|
|1||Double and triple induction range||x||x|
|IV. Water-Air purifier|
|V. Other products|
|5||Disinfectant solution dispenser||x|
|7||Car Air Purifier||x|
6.3. Warranty condition
Customers will have free warranty when products and components satisfy the following conditions:
– Customers bring warranty products to branches of Cuckoo Vina Co., Ltd or authorized Cuckoo Vina centers for warranty (except for products with home warranty as prescribed). According to the provisions of section (II)
– The product must have a warranty card attached, the serial number on the product must match the serial number on the warranty card.
– The warranty card must still have the warranty period and contain all information: model, serial number, customer name, date of purchase, etc. Or documents proving that the product is still under warranty.
– Products are warranted: 12 (Twelve) months from the date of purchase. If the warranty card is lost or the warranty card is invalid, the product is warranted but not more than 18 months from the date of manufacture. (production date is printed on the product.
– Products are warranted: 24 (Twenty-four) months from the date of purchase. If the warranty card is lost or the warranty card is invalid, the product is warranted but not more than 30 months from the date of manufacture. (production date is printed on the product).
· Accessories sold separately, not included with the product:
a. Type of accessories with warranty card: According to the period stated on the card
b. Type of accessories without warranty card: 6 months from the date of purchase.
6.4. Conditions not covered by warranty
The Company’s Service Center and the Authorized Service Center will refuse the warranty for the following products:
- The product does not have a warranty stamp when it is repaired for the first time or the stamp is torn (with signs of opening the product)
- The product is damaged due to force majeure such as natural disaster, flood, fire…
- The product is damaged due to using the wrong power source, bad electrical connections, contaminated water…
- The product is not used in accordance with the instructions, installed incorrectly as specified by the manufacturer.
- Products that are changed or adjusted by a third party are not covered by Cuckoo Vina’s warranty system
- The product is out of warranty according to the period stated on the warranty card.
6.5. Repair time
– The maximum repair time is counted from the date Cuckoo Vina Warranty Department and Cuckoo Vina Authorized Service Center receive the customer’s warranty product
a) For normal warranty products:
+ Time to repair household electrical products, ordinary water purifiers is 02 working days (from the time the insurance center receives the product from the customer) but not more than 07 working days.
+ Time to repair high-end household electrical products is 5 working days (from the time the BH Center receives the product from the customer) but not more than 15 working days. Apply nationwide. (Premium products are products that have locked codes, products that are difficult to repair, replacement parts that are not available in the market…)
+ For products in the provinces sent back is 5 working days (from the time the Service Center receives the products from the customer) but not more than 15 working days
b) For special products:
+ Cases of warranty handling outside the above commitment period, if arising and not handled at the agreed time, After-sales service department will offer a handling plan for customers as follows (Request for confirmation from directors to replace or return products…)
6.6. Cases of renewal or recall the products
– Cases of renewal or debt reduction:
Products have technical defects within the warranty period but beyond the repair period specified in Section 6.5, the Company cannot repair or have no replacement parts.
– Cases of debt recovery or reduction:
Products with technical defects must be recalled at the discretion of the Manufacturer/Company
+ Re-import rate for unsold new products with complete accessories: 100% of product value.
+ Rate of re-import for new, unsold products that are dented, broken, etc. due to transportation: 85% of product value.
+ Re-import rate for used products (not expired warranty period): 70% of product value.
6.7. Cases out of warranty
– In cases where the product is out of warranty or damaged beyond the manufacturer’s fault, the Customer Service Department will charge a repair fee based on the listed price list of the Company.
VII. TERMS ENFORCEMENT:
7.1. This policy is valid to replace the previous warranty policies (if any)
7.2. This policy will be supplemented and revised during the implementation process to suit the situation from time to time. Departments and departments in the process of implementation, if they find problems, should promptly make suggestions for the Company to amend and supplement.
7.3. This Policy takes effect from the date of signing and issuance.
7.4. All Employees of the Department/Department of Cuckoo Vina Company Limited at the Head Office and Branches are responsible for complying and strictly implementing this Policy.