INSIGHT

1. Shipping Fees
Free delivery applies to:

• Inner districts of Ho Chi Minh City
• Suburban areas including Binh Hung, Phong Phu (Binh Chanh), Phuoc Kieng – Nha Be, Hoc Mon, and Binh Tan, provided truck access is available (excluding Can Gio).

Shipping fees for other provinces will be quoted in advance when preparing the sales contract.

2. Loading & Unloading
DIVO covers loading and unloading costs under the following conditions:

• Customers must prepare adequate warehouse/storage space.
• The storage area must be within 15 meters of the parking location. Greater distances will incur additional charges.
• DIVO does not provide lifting to upper floors or basements. Any unexpected requests will require customers to cover additional costs.

3. Delivery Time

• Orders are scheduled for delivery within 48 hours (excluding Sundays and public holidays) after DIVO receives the deposit and delivery request.
• Urgent deliveries within 4–8 working hours may incur additional fees.

4. Inspection Upon Receipt
Customers must immediately check product codes, quantities, breakage, batch numbers, and packaging. Any issues must be reported to the delivery staff and sales representative and noted on the delivery documents before signing. Failure to inspect releases the company from responsibility for risks such as loss or damage.

The company issues a VAT invoice for each delivery, accompanied by signed delivery documents. Any issues arising during delivery will be handled with an adjusted, supplementary, or replacement invoice.

Invoice Information:

• Invoice Name:
• Invoice Address:
• Tax Code:

Exchanges (within 3 days after signing the delivery record):

• If hidden defects are discovered that existed prior to delivery due to DIVO or manufacturer faults, DIVO will replace the defective items.
• If the delivered goods do not match the contract, DIVO will provide suitable replacements.

Returns
Customers may return surplus goods that are unused, either in full boxes or loose tiles with original packaging intact, provided that:

• The return value does not exceed 5% of the contract value.
• Returns are made within 30 days of the most recent delivery.
• Items are not broken, and packaging remains in good condition.

General Notes:

• Clearance (bulk-sale) items are not eligible for exchange or return.
• Processed, installed, cut, or loose items are not eligible.
• Torn or damaged packaging will not be accepted.

Exchange/Return Documentation
Returns or exchanges are accepted only when both parties sign a written record detailing the cause, condition, quantity, and type of goods.

Customer – Borne Fees:

• Transport from inner Ho Chi Minh City to the warehouse:
  • 0–30 m²: 25,000 VND/m²
  • Over 30 m²: 10,000 VND/m²
• Transport from suburban areas: Fees will be quoted based on the quantity requested for return/exchange.

Products are covered under warranty when:

• The product is still within the warranty period and the customer provides a VAT invoice.
• Warranty complies with the manufacturer’s standards.
• DIVO provides coverage for manufacturing defects and/or production errors, including finishing or surface coatings.
• The warranty period is not extended due to repairs, replacements, or modifications; it continues according to the original timeline.