General Transaction Terms

1. Return and Exchange Policy

Customers can request warranty service when using Deliciae's services.

Warranty Process

When in need of warranty service or customer support, customers can contact our warranty and support centers. Our customer care representatives will provide guidance on the warranty process and service support. Upon receiving the warranty request, Deliciae's technical department will assist in resolving the issue within 24 hours via phone, email, or direct support through TeamViewer. We will proceed with service quality checks and either carry out the warranty process or issue a refund upon the customer’s request.

Refunds will be processed based on the original payment method:

  • If the customer paid via bank transfer, the refund will be made to the same account with the exact amount paid.

  • If the customer paid at our company, they are required to visit the company to receive the refund (our support staff will contact the customer to arrange an appointment).

a. Exchange Policy

Customers may request an exchange under the following conditions:

  • The delivered item does not match the ordered model or type.

  • The order is incomplete or missing components as per the invoice.

  • The product is damaged externally (peeling, broken) due to transportation.

  • The product does not meet quality standards, such as being expired, out of warranty, inoperable, or having manufacturer defects covered under warranty.

The return process must be completed within 24 hours from the time of confirmation with the customer. The returned product must include all accessories and relevant documents.

Important Notes:

  • Customers must retain all transaction documents with Deliciae staff for verification purposes if needed.

  • The product must remain 100% new as when initially received.

  • Customers are entitled to a one-to-one exchange or return within three days.

  • Customers must inspect and confirm the product condition with Deliciae’s staff upon receipt.

  • If any of the above conditions occur, customers must contact Deliciae’s staff or report the issue within 24 hours via Customer Service Hotline: (+84) 865 38 15 85.

b. Replacement Policy

  • If a product defect is discovered, the customer may request a replacement within three days from the date of receipt.

  • Products will be replaced with a brand-new one within three days if the defect is due to the manufacturer or incorrect item delivery. The issue will be resolved within five minutes after confirming the product’s condition.

  • Exchange for an equivalent product is available within 30 days from the initial usage date if a manufacturer defect occurs and cannot be immediately repaired. The product must remain in its original, unused condition.

  • Replacement with an equivalent product is available throughout the warranty period (12 – 24 – 36 months, depending on the product) if the manufacturer’s defect cannot be repaired, if spare parts are unavailable, or if repair delays are too long.

  • For special or unique products that have no direct replacement, or those requiring international repairs, Deliciae will provide a loan device for temporary use.

Cases Where Returns/Exchanges Are Not Accepted:

  • The customer does not provide purchase receipts or invoices.

  • The product is partially damaged, missing accessories, or has signs of tampering (cut wires, broken parts, removed packaging).

  • The product has scratches, dirt, discoloration, or severe damage (chips burned, circuits damaged).

  • The customer requests a model change without prior notice.

  • The customer damages the product externally (torn packaging, scratches, cracks, etc.).

  • The product was used incorrectly, causing damage.

  • The customer failed to comply with warranty conditions (e.g., not submitting the warranty card within the required timeframe).

  • The customer inspected and signed for the product but failed to report any issues within 24 hours.

Note: Exchanges and repairs will strictly follow the manufacturer’s or authorized service provider’s policies.

For any inquiries or complaints regarding product exchange or warranty, please contact our hotline: (+84) 865 38 15 85 for assistance.

2. Warranty Policy for Dealers

a. Warranty Eligibility

The following conditions qualify for warranty service:

  • The product has defects caused by the manufacturer.

  • The product was delivered incorrectly.

  • The product does not fall under the non-warranty category.

Warranty Service Location:
285 Huynh Van Banh Street, Ward 11, Phu Nhuan District, Ho Chi Minh City, Vietnam.

b. Cases Not Covered Under Warranty

  • Counterfeit goods or products not issued by Deliciae.

  • Damage caused by natural disasters, fires, explosions, water exposure, rust, or insect infestations.

  • Damage caused by misuse, such as deformation, drops, scratches, or external impact.