Return Policy
1. Return goods before signing for receipt
To ensure the rights of consumers, we encourage customers to carefully check the condition of the product before payment. In addition to checking the product for cracks, scratches due to external impacts, color, quantity, you need to check the product for the correct type, specifications, and information provided on the website.
If the product is not as described or is affected by the shipping process, please refuse to receive the product and immediately notify customer support at 1800 1246 for instructions on how to handle the problem.
2. Return goods according to customer's request
When customers have a request to return goods, please contact customer service at 1800 1246 to receive information.
We receive information and send a technical team to the address information as provided by the customer to check and make a record of the goods' condition in comparison with the return conditions according to the company's policy as follows:
- For sanitary equipment, furniture, etc. with technical errors: The technical department will check and confirm whether the cause is due to a technical error of the supplier or due to the customer not using it according to the accompanying instructions. If it is due to a technical error of the product, the company will receive it back and exchange it for a new product for the customer; If it is due to the user's error, the company will not accept the return or exchange for the customer.
- For tiles: Customers please check the product carefully before signing for the goods. If breakage is detected before signing for the goods: the delivery staff and the customer will confirm on the delivery form, then the customer service department will process the return for the customer. If breakage is detected after signing for the goods, the company will not process the return for the customer.
- After confirming the reason for the return, customer service staff will contact the customer directly by phone and email to notify the return schedule as well as the return cost (if any).
3. For returned goods not due to defective goods:
- Goods must have intact packaging and labels, not broken, scratched, or cracked; goods must have all accessories as when delivered, and be kept in good condition (not damp, moldy, dirty, etc.)
- Some special cases (bricks sold by the piece, display goods without boxes...) will be based on the status on the Delivery Note upon delivery.
- For tiles: will receive back intact goods, no breakage or scratches.
4. For returned goods that are defective:
- Check the error status as on the "Goods status confirmation report". If we find any discrepancies compared to the report, we will refuse to accept the goods and re-check the goods status to determine whether the error is due to technical or user error.
For any questions, please contact: 1800 1246