1. Warranty Conditionsh
1.1 Conditions for Free Warranty Service:
- The product is on the list of items warrantied by Viva and the manufacturer.
- The product has a technical defect due to the manufacturer.
- The product was damaged during shipping.
- The product does not match the model or type that the customer ordered.
- The product is missing accompanying parts or accessories.
- The warranty period is still valid.
- The delivery note (invoice or document) is intact, not patched, crossed out, or altered.
- The delivery note (invoice or document) contains complete information.
- The Viva warranty sticker and seal (if any) on the product are intact.
If you find any of the above issues, please refuse the delivery and ask our delivery staff to confirm the product’s condition on the spot and request an exchange or return.
1.2 Products Not Covered Under Warranty or Subject to a Fee:
- The product is not on the list of items warrantied by Viva and the manufacturer.
- The product does not meet one of the warranty conditions in section 1.1.
- The product code and information provided by the customer do not match the information on the warranty card.
- The customer has attempted to repair the product without Viva’s consent.
- The product is damaged due to user error, and the damage is not covered by the warranty of Viva or the manufacturer.
In cases where a warranty fee is incurred, Viva’s warranty staff will fully inform the customer before proceeding with any warranty procedures.
1.3 Warranty Period
The warranty period begins on the date of purchase and varies depending on the product type, as specified when the customer buys and receives the product from Viva. The typical warranty period is from 12 to 24 months.
For commercial customers, the warranty period is calculated from the time the goods are handed over to the end-user (with an invoice or document proving the source of the goods).
1.4 Warranty Location
Warranty location in Hanoi:
- Add: Apartment 20 – Building B – C30 Army Group Supplies Department, Ha Dinh Ward, Hanoi City, Vietnam 11409
- Phone: 0965 925 563
- Email: vangiare.vn@gmail.com
Viva’s customer support department will assist and guide you on the product warranty process.
1.5 Warranty Service Time
- In all cases, the warranty service time depends on the extent of the damage to the product/device or the availability of a replacement device/product from us. Typically, the warranty return time is from 1 to 7 business days.
- The customer will receive a specific notification from Viva at the time we receive the product for warranty service.
- In all cases, Viva will not be responsible for any damage or loss that occurs if you do not follow the instructions outlined in this warranty policy.
