POLICY DETAILS

1. Eligibility for Returns and Exchanges

Customers may request a return or exchange within 07 days from the date of receiving the product in the following cases:

  • The delivered product differs from the ordered model, type, or quantity.
  • The product has a manufacturing defect.
  • The product is damaged during transportation.
  • The product does not match the description or technical specifications as committed.

2. Conditions for Product Returns and Exchanges

  • The product must retain its original seals, warranty stickers, and labels.
  • The product must be unused and free from scratches, deformation, or user-caused damage.
  • All original packaging, accessories, and promotional gifts (if any) must be included.
  • A valid purchase invoice or order confirmation from Herosheim Vietnam must be provided.

3. Cases Not Eligible for Returns or Exchanges

  • Products damaged due to customer misuse or negligence.
  • Products that do not meet the manufacturer’s warranty conditions.
  • Products that are no longer in their original condition.
  • Products that have been dropped, exposed to water, damaged by fire, or repaired without authorization.
  • Requests submitted after the return and exchange period has expired.

4. Return and Exchange Costs

  • For products with manufacturing defects or incorrect deliveries, Herosheim will provide free return and exchange services.
  • For returns or exchanges requested for personal reasons or other non-defective circumstances, customers are responsible for any applicable shipping costs.

5. Return and Exchange Procedure

  • Contact our Hotline or Zalo for assistance and instructions.
  • Provide photos or videos showing the defect or issue (if applicable).
  • Carefully pack the product together with all accessories and send it to the address provided by our support team.
  • After inspection, Herosheim will process the return, exchange, or appropriate support according to this policy.

6. Contact Information for Return and Exchange Support

  • Company Name: HEROSHEIM SMART TECHNOLOGY (VIETNAM) CO., LTD.
  • Head Office: 24 Street No. 6, Cityland Park Hills Residential Area, Go Vap Ward, Ho Chi Minh City, Vietnam
  • Showroom: No. 06-106, Vinhomes Ocean Park 3 Urban Area, Nghia Tru Commune, Van Giang District, Hung Yen Province, Vietnam
  • Hotline – Zalo: +84 386 122 996
  • Email: hotro@herosheim.vn
  • Website: www.herosheim.vn

Herosheim Vietnam is committed to providing high-quality products and professional after-sales services to ensure the best possible customer experience and satisfaction.