Based on the commitment to protecting the consumer's legitimate rights and enhancing the quality of after-sales service, ADEC ENGINEERING COMPANY LIMITED (hereinafter referred to as "ADEC Company") hereby issues the Return & Refund Policy as follows:
General Principles
• The Return and Exchange Policy only applies to products distributed directly through An Duong Company’s network.
• Returns and exchanges shall only be processed once the products have been returned to the warehouse and fully meet all conditions specified in this policy.
• No returns or exchanges shall be accepted for subjective reasons, such as: "Unsuitable", "Dissatisfied", or "Not to the customer's liking"..
• No returns or exchanges shall be accepted for reasons regarding incorrect power supply usage, non-compliance with instructions, lightning strikes, or other specific regulations stated in the sales contract.
Validity Period and Conditions
|
Case |
Notification Period |
Return Period |
|
Defective products, missing accessories, or incorrect delivery |
Within 48 hours from the time of receipt |
Within 14 days from the time of receipt |
|
Product exchange due to manufacturer defects |
Within 03 days from the date of receipt |
Subject to instructions from the Customer Service Department |
|
Product return (orders under VND 100 million) |
Within 07 days from the date of delivery |
Subject to instructions from the Customer Service Department |
|
Other reasons |
Within 07 days from the date of delivery |
Subject to specific agreement |
Eligible Cases for Return and Exchange
✓ Manufacturer defects:
• Eligible for a brand-new replacement or a 100% refund of the order value upon customer request..
✓ Damaged goods during transit, incorrect models, or missing accessories:
• Customers are advised to thoroughly inspect the products upon receipt.
• In case of any discrepancies, customers have the right to refuse delivery and immediately contact the Customer Service Department via Hotline 0938 298 299 (Call) for timely assistance.
✓ Damage caused by the customer (incorrect wiring, improper installation, overload, or non-technical environments such as moisture, conductive dust, high temperatures, etc.) The company shall not be held liable for product replacement; however, technical repair support may be provided upon the customer's request.
Product Conditions for Returns/Exchanges
The product must:
• Be intact and unused.
• Have the warranty seal fully intact.
• Include all original packaging, boxes, accessories, and accompanying documentation.
• Free from scratches, dents, yellowing, cracks, or any cosmetic damage.
Note: If the product is no longer intact, the Company reserves the right to refuse acceptance or apply a deduction policy as follows:
• The maximum refund amount shall not exceed 40% of the order value for products that fail to meet the initial conditions.
Regulations on Shipping Fees and Transportation Liabilities
• In case of faults caused by ADEC ENGINEERING COMPANY LIMITED (defective products, incorrect delivery, etc.), the Company shall bear all shipping costs.
• In other cases, the customer shall be responsible for paying any incurred shipping costs.
Return and Exchange Process
Step 1: Inspect the product condition and take photos to document any defects (if applicable).
Step 2: Contact the Customer Service Department via Hotline to notify them and receive instructions.
Step 3: Return the product to the Company's warehouse according to the instructions upon confirmation.
Step 4: The Company will inspect, evaluate, and proceed with the exchange or refund based on the technical assessment results.
Refund Methods
Depending on the reason for the return and the inspection or technical assessment results, the Company will issue refunds through the following methods:
• Replacement with a new product of the same type or equivalent value..
• Bank transfer or credit deduction for the next order.
• Bank transfer based on the account details provided by the customer..
• Direct cash refund at the Company’s office.
Support Contact Information
Customer Service Department – ADEC ENGINEERING COMPANY LIMITED
Hotline: 0938 298 299 (call)
Email: ade@adec.vn
Office Address: 26 Tran Quang Qua, Phu Thanh Ward, Ho Chi Minh City, Vietnam.
Assembly Workshop: 951/4B Huong Lo 2, Binh Tri Dong Ward, Ho Chi Minh City, Vietnam.