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WARRANTY POLICY

1. Warranty period and warranty registration method

  • Warranty period:

    Our products will come with a 12-month guarantee from the date of installation / the time of purchase (on the invoice) or within 18 months from the date of manufacturing (on product stamp). Warranty policy does not apply for all filters and RO, Nano membrane.
    During the warranty period, the product is repaired free of charge if the problem is caused by the manufacturer’s fault and determined by Coway Vina's technician.
  • Warranty registration method:

    Customers can proceed with warranty registration as the followings:

    • Option 1: Scan the QR code on the warranty card in the carton box or warranty stamp attached to the product and fill in the warranty registration form on the website:
      >> www.cowayvina.com.vn/registration_policy.html
    • Option 2: Customers scratch on the warranty card/ warranty stamp to get the warranty code on and send a short message (SMS) to the switchboard number 8099 with the syntax CW [space] Warranty code to 8099 (fee 1,000 VND / 1 message)
    • Option 3: Customers can make a free-call log to Coway Vina hotline:1800 556 892 and follow the instructions.
    Note: To ensure the benefit of customers, Coway Vina Co., Ltd only accepts the warranty registration within 05 days after purchase
  • Warranty location:

    • On site-service warranty: Coway will provide an on-site service warranty for customers who are in Hanoi, Ho Chi Minh, Bac Ninh, Hung Yen, Vinh Phuc, Hai Duong, Ha Nam, Nam Dinh, Thai Binh, Ninh Binh, Thai Nguyen, Bac Giang, Hai Phong, Quang Ninh, Hoa Binh, Phu Tho, Thanh Hoa, Dong Nai, Binh Duong, Ba Ria – Vung Tau, Long An, Tien Giang, Can Tho can be under warranty policy at the site
    • In case Coway Vina can’t do an on-site service warranty or the defective product needs to be sent back to the Coway Dream Service Center (DSC) for checking and repairing, Coway will ask a courier to pick up the product at the customer address or the customer can send the defected product directly to Coway DSC from the nearest post office. After fixing, Coway will send the product back to the customer (All of the shipping fees will be charged to Coway Vina)
    • Warranty service at Coway Vina’s DSC: Customers who are in other provinces and cities, will be asked to send the product back to Coway Vina’s DSC at the following address:
    In Hanoi: At no. A2 Lô 06-07, Shophouse To Huu, Van Phuc Ward, Ha Dong District, Hanoi
    In Ho Chi Minh city: At no. 34, Street 20, Him Lam Residential Area, Tan Hung Ward, District 7, Ho Chi Minh City
    Note: The defected product must be informed and verified by Coway Vina Co., Ltd ‘s P.I.C before sending back to Coway Vina’s DSC. Customer should contact hotline 1800 556 892 and follow instruction

2. Warranty term & conditions

Products are warranted when the following conditions are met:
  • (1) The product must be under warranty period and registered for warranty under regulations
  • (2) The products were purchased from Coway Vina authorized distributor or our official stores in Vietnam.
  • (3) In case of force majeure that the customer cannot register for warranty on time, the customer needs to provide the purchase invoice, warranty card or warranty stamp, and the serial number on the product label
  • (4) The product has to installed by Coway Vinas’s Technicians or by Coway Vina authorized distributor/agency unless the installation is not required
  • (5) Customers follow strictly with the product manual
  • (6) Customers who require for warranty contacted Coway Vina's DSC at Hotline 1800 556 892 (Fee-call) or sent an email to cs@cowayvina.com.vn . Cour call center’s working hours are from 08 AM – 12 AM-noon and from 1 PM to 5 PM

3. The other situations are not covered by the warranty policy

The product is not under our warranty policy if:
  • (1) The product is out of warranty period.
  • (2) The customer bought or owned the Coway Vina product illegally or from an unofficial channel.
  • (3) The customer does not register for warranty as per our instruction and cannot provide a valid warranty stamp/warranty card and purchase invoice.
  • (4) The customer installs the machine at his discretion, or the installation is done by unauthorized agencies/individuals.
  • (5) Any issues by customer faults as operate wrongly, break or scratch the product or fails to comply with the product manual, which makes the product defects. The external defects, scratches, tears due to external impacts will not be warranted.
  • (6) The product is damaged due to incorrect power source and excessive water pressure, or usage that is not recommended by the manufacturer/ beyond the product's safety features or by using non-genuine Coway Vina Vina’s parts.
  • (7) The product is damaged in force majeure conditions (war, natural disaster, flood, fire, accident, pest, etc) and caused by poor product preservation, by insects or reptiles.
  • (8) Coway Vina Co., Ltd. is not responsible for any damages/ defects if the repairing is not done by Coway Vina’s technicians or Coway Vina’s authorized technician.
For the products that are not under warranty policy, Coway Vina Co., Ltd. provides a chargeable repairing service upon customer request. The service fee and spare part price list (in case of changing spare parts) will be provided by Coway Vina’ Dream Service Center and be confirmed by customer before service processing.

4. In case of warranty in the form of product exchange

In some cases, customers are entitled to warranty in the form of product return/exchange

4.1.The product has a manufacturer defect within 07 working days from the date of shipping or installation

  • Product exchange conditions:
    • Customers will be right to change products with the same model or return if it has problems due to manufacturing defect and cannot be handled immediately as soon as Coway Vina's technician confirmation.
    • The product is identified as genuine (based on purchase invoice; identification stamp and warranty registration).
    • The product has its original seal, warranty stamp, and full accessories as the original.
    • The condition of the product must be intact, not scratched, distorted, cracked, impacted, damaged, stained, damp by chemicals...
    • The consumables as filters, membrane…will be not covered by our exchange policy. The free exchange will be applied to the customers who agree to use the current RO, Nano membrane, filters. On the contrary, the customer will be charged an extra fee (equivalent to the value of RO, Nano membrane and filters) if they want to exchange all the used RO, Nano membrane and filters.
  • Time for submitting exchange request:
    Within 07 working days from the date of shipping or installation.

4.2. Other special cases still under a product exchange policy

  • The product is still in the warranty period, but Coway Vina production had been stopped and the spare parts are obsolete.
  • The product got more than 3 same type defects in warranty period
  • The product got more than 4 different defects in the warranty period
  • The product was damaged when is in shipping or installation
  • The product was lost during in house repair at Coway Vina DSC

5. The chargeable service fee for the product is not under warranty policy

  • The chargeable service price list as following detail:
  • For customers who are in Ha Noi & Ho Chi Minh city: On-site repairing service by Coway technician is VND 200.000/1 times + chargeable spare part cost (if any)
    For customers who are in other areas: Customer will be requested to send the defective product directly to the nearest Coway Vina’s DSC via a transporation vendor fixed by Coway Vina. The shipping fee will be charge to customer.
    The repair service fee is VND 100.000/1 times + chargeable spare part cost (if any).
    After completed repairing, the customer will be informed about the total fee. If the customer agrees to pay this cost, Coway Vina will send the product back to the customer’s house and support this shipping fee.
    WARRANTY REGISTRATION
    Customer's information
       

    Please submit detail address, including House Number, Street Name

       
    Place of Purchase
       
    Product's information