1. Warranty Service Hours
• Monday to Friday: From 08:00 to 17:00
• Saturday: From 08:00 to 12:00
• Closed on: Sundays, Public Holidays, and Lunar New Year Holidays
2. Warranty Locations
When warranty service is required, customers are requested to contact An Duong Automation Engineering Company Limited in advance to receive prompt and proper procedural support. The Company will provide specific instructions on how to return products to our facility, the manufacturer, or authorized service centers.
• Warranty Receipt Addresses at ADEC Engineering Co., Ltd:
- Office: 26 Tran Quang Qua, Phu Thanh Ward, Ho Chi Minh City, Vietnam.
-Workshop: 951/4B Huong Lo 2, Binh Trị Dong Ward, Ho Chi Minh City, Vietnam.
• Contact Person: Technical Department – +84 914 133 570 (Mr. Thanh).
3. Warranty Conditions
Products distributed by An Duong Automation Engineering Company Limited are genuine goods and are covered by official manufacturer warranty policies in Vietnam. Warranty terms vary depending on the specific brand and type of equipment.
Warranty Period by Product Group:
• The default warranty period is 12 months.
• If the period exceeds 12 months, customers should contact Customer Service (CS)..
The product is covered under warranty if:
• A valid purchase invoice from An Duong Automation Engineering Co., Ltd is provided.
•The warranty period is still valid.
• The warranty card or the seal of the manufacturer/distributor is intact.
• A valid purchase invoice from An Duong Automation Engineering Co., Ltd is provided.
• The specific warranty regulations of each manufacturer are strictly followed.
Note: Customers are responsible for any shipping costs. If the warranty has expired, the Company will support repairs at a discounted rate.
The product is NOT covered under warranty if:
• The warranty period has expired or the warranty card is missing.
• The origin of purchase from An Duong Automation Engineering Co., Ltd cannot be verified.
• The warranty seal is torn, broken, or shows signs of tampering.
• The serial number information does not match, is blurred, or is missing.
• The product is misused or not handled according to the manufacturer's instructions.
• Physical damage occurs: drops, impacts, scratches, water ingress, rust, etc.
• Damage is caused by insects, rodents, natural disasters, or fires.
• Unauthorized disassembly or repair is performed without permission from An Duong Company.
• The customer requests a product exchange due to subjective reasons (e.g., wrong model, change of mind).
4. Warranty Process
4.1. Request Reception:
o Customers contact via hotline or email to report the issue.
o Customers provide product information (images, error descriptions, purchase invoices).
4.2. Warranty Status Verification:
o Technical staff check information and confirm warranty eligibility.
o Staff advise on solutions and the warranty schedule.
4.3. Product Intake:
o Customers send the product to An Duong Company/warranty center as instructed.
o The Company issues a warranty receipt containing full details.
4.4. Warranty Processing:
o Staff inspect and evaluate the product condition.
o Staff repair, replace components, or exchange for a new product (depending on the condition).
4.5. Product Return:
o Customers are notified once the warranty process is completed.
o The product is returned to the customer with usage instructions (if needed).
5. Warranty Processing Time
• Standard products: 3 - 7 working days.
• Products requiring return to the manufacturer: 7 - 15 working days (specific details will be notified to the customer).
• Special cases (requiring imported components): The processing time may be extended, and customers will be notified specifically.
6. Special Support Policies
• Backup equipment: In certain cases, the Company may provide temporary backup equipment to customers/businesses during the warranty waiting period (applicable to critical products in production lines).
• Technical consultation: Free 24/7 technical support and consultation on issues related to equipment operation and usage.
• Periodic maintenance: Provision of periodic maintenance services for electrical panel systems and automation equipment under separate contracts.
7. Warranty Contact Information
• Technical Hotline: +84 914 133 570
• Technical Support Email: kythuat@adec.vn
• Warranty Center Address: 26 Tran Quang Qua, Phu Thanh Ward, Tan Phu District, Ho Chi Minh City