Warranty & Return Policy

WARRANTY POLICY

1. PRODUCTS ELIGIBLE FOR WARRANTY

Products are covered under warranty in the following cases:

• The product is still within the warranty period, and customers must present the VAT invoice.
• Sanitary ware products are warranted according to the manufacturer’s standards (see Section 2).
• DIVO provides warranty coverage for products currently in distribution for manufacturing defects or production faults, including finishing and surface coating.
• The warranty period will not be extended in cases where interventions occur during the warranty years, especially in cases of replacement or modification. In such instances, the warranty does not restart but continues for the remaining duration.

2. WARRANTY PERIOD FOR SANITARY WARE

Warranty Conditions:

• Technical defects caused by manufacturing.
• The warranty card must remain intact, with no erasures or alterations.
• The warranty period is calculated from the purchase date (confirmed via the delivery note).
• Products must be installed and used correctly in accordance with technical guidelines.

Warranty Duration:

• 5 years: Products made from ceramic and solid surface materials.
• 2 years: Basin faucets, shower sets, and all types of flush valves.
• 1 year: Products made from plywood, mirrors, shower enclosures, automatic toilet seats, and other accessories.

Cases Not Covered by Warranty:

• Damage occurring during transportation, installation, external impact, or careless use.
• Damage caused by improper installation, use, or maintenance, or use in service environments that do not comply with the user guidelines.
• Use of acidic cleaners, abrasive powders (such as disinfectant or polishing powder), oils, or corrosive solutions that cause stains or peeling of plated surfaces.
• Electrical or electronic products not operated according to specifications (e.g., incorrect voltage, frequency, or unstable power supply).
• Use in environments contaminated with alum, acid, or high calcium content that affects plated surfaces.
• Force majeure events such as natural disasters, floods, fires, and other accidents (collisions, drops, trampling, etc.).

RETURN & EXCHANGE POLICY

EXCHANGE POLICY

Within 03 (three) days after both parties sign the delivery documents:

• If customers discover latent defects (damage occurring before delivery due to DIVO’s or the manufacturer’s fault that could not be detected at the time of receipt), DIVO will replace the defective goods.
• If DIVO delivers goods that do not conform to the contract, we will replace them with items that meet the contractual agreement.

RETURN POLICY

Customers may return goods to DIVO only under the following conditions:

• Excess goods must remain in full cartons or as individual tiles with original packaging intact.
• The value of returned goods must not exceed 5% of the signed contract value and must be returned within 30 days from the most recent delivery date.
• Returned goods must not be broken, and the packaging must remain intact and in good condition as received.

General Notes:

• Clearance items (bulk sale products) are not eligible for exchange or return.
• Processed or installed products (installed tiles, cut tiles, or loose pieces) are not eligible for exchange or return.
• Damaged or torn packaging will not be accepted for returns.

DOCUMENTATION FOR EXCHANGES & RETURNS

Goods eligible for exchange or return will only be accepted when both parties prepare a written record detailing the cause, condition, quantity, and type of goods, signed by authorized representatives of both parties.

Customer – Borne Exchange/Return Costs:

• Transportation fee from Ho Chi Minh City (inner districts) to the warehouse:

• Quantity 0–30 m²: 25,000 VND/m²
• Quantity >30 m²: 10,000 VND/m²

Transportation fee from suburban districts of Ho Chi Minh City:
DIVO will quote the shipping fee based on the quantity requested for exchange/return.