Warranty Policy

I. Warranty Area

II. Warranty Period

All products officially distributed by BTP in Vietnam market will be warranted under the following regulations:
1. Warranty period is confirmed based on information to activate electronic warranty; or rely on BTP’s warranty period testing tools ; or according to purchase vouchers.
2. In case the product does not use electronic warranty or the product has not activated the date of purchase to the switchboard, based on the table below to confirm the warranty period for that product, with the following conditions:
The warranty period is calculated from the date of purchase from the customer used (as column A):

List Product Warranty period from date of purchase (month) (A) Warranty period from date of manufacture (month) (B) Response time
guarantee
1 Double Electric Stove 24 30 HN, HCM: 1-2 days
Province: 2-3 days
2 Single Electric Stove 12 18
3  Massage chair 24 30 HN, HCM: 3-5 days
Province: 5-7 days
4 Treadmill, Exercise machines 12 18
5 Other small products
(Cushion, pillow, massge tools)
12 18
6 Air conditioning fan: S101, S102, S108 12 18
7 Air conditioning fan S106 24 30
8 Other fans 12 18
9 Mop 6 12
10 Squeezer 12 18
11 Dishwasher 24 30
12 Dish dryer 12 18
13 Fryer 12 18
14 Hood 12 18

Table 1. Warranty period for common products

Note:
– The warranty period from the date of manufacture (such as column B) is only applicable to the product in which the warranty has not been activated and the time of purchase cannot be determined.
– For products sold under the contract, the warranty period is based on the sale contract.

For products sold and liquidated, the warranty period is calculated from the date of purchase from the customer (as column A):

List Product Warranty period from date of purchasing (month) (A) Warranty period from date of manufacturing (month) (B) Response time
guarantee
1 Double Electric Stove 12 HN, HCM: 1-2 days
Tỉnh: 2-3 days
2 Single Electric Stove 3 Do not apply
3  Massage chair 12 HN, HCM : 3-5 days
Tỉnh: 5-7 days
4 Treadmill, Exercise machines 6 Do not apply
5 Other small products
(Cushion, pillow, massge tools)
3
6 Air conditioning fan: S101, S102, S106, S108 3
7 Other fans 2
8 Mop 2
9 Squeezer 2
10 Dishwasher 12
11 Dish dryer 6
12 Fryer 6
13 Hood 12

Table 2. Warranty period for liquidated products

For products used for commercial or other purposes other than normal consumption, the warranty period is 06 months.
Note :

– Not applicable to liquidated products.

– For products sold under the contract, the warranty period is based on the sale contract agreement .

1. Particularly for products sold to consumers but have not yet activated the warranty. Service Center, upon receiving the device, sends information about customer with a copy of a valid invoice (if any), or Customer’s Record confirming the purchase date to BTP’s Customer Service Department to consider activating the warranty. .
2. The warranty period for renewed products will be calculated from the time the customer receives the returned product.
3. The above mentioned time limits on warranty response time do not include Sundays and public holidays and New Year holidays.

Warranty conditions
The product is officially distributed by BTP in the Vietnamese market.
Technical errors need to be repaired within the warranty period.
The product is not out of warranty scope.

III. Case out of warranty

The following cases are not covered by the warranty:

Product warranty expires.
The product no longer carries the serial number or has torn the seal of BTP, the manufacturer.
Damage is not caused by a manufacturing defect or due to self-damage to the components that make up the product.
Products that are changed or repaired are not covered by BTP’s warranty centers.
Product that is damaged by normal wear and tear, not properly cleaned (including the exterior, the interior, cleaning filters), is not properly maintained and serviced, or affected by insects. , insect infestation, misuse of design, use faulty battery or leaking battery, wrong voltage.
Damage caused by natural disaster, accident or arbitrary installation or misuse of the manufacturer’s instructions (For example: There is lightning, electric ignition or liquid entering the product; Product is broken, damage caused by external forces; Improper handling or handling of the product; Using the product in an environment that is too dirty, wet, high temperature; There is mold, rust, corrosion, oxidation …) .

Product damage arising from use in combination with other non-genuine accessories, products, dependent equipment or peripherals.
There is no warranty for accessories such as: Adapter, controller, battery, cable, signal connector, promotional products included … (The air conditioner fan controller is warranted for 06 months from the date of purchase).
Add or remove accessories, components, or other equipment on the product.
Warranty period for spare parts in addition to warranty
Warranty period for spare parts outside warranty is applied as follows:

At the time of replacement repair but the remaining product warranty period is more than three (03) months, the warranty period of the replacement parts is calculated according to the remaining product warranty period.
At the time of replacement repair and the remaining product warranty period is less than three (03) months,
Warranty period for spare parts is applied for three (03) months.

SERVICES OF BTP
Customer Service switchboard of BTP
Call Customer Service number at 1900-22-70, providing customers with means of communication to request services, warranty policies, inquire about product information, promotional information …

Standard warranty services
Warranty service at Customer service center
Applicable to products of groups: 2, 5, 8, 9, 10, 12, 13(Table 1) ; 2, 5, 7, 8, 9, 11, 12 (Table 2).

– Customers contact and bring products directly to BHCH / BHUQ centers nationwide.

Warranty service at customers’ home
Applicable to products of groups: 1, 3, 4, 6, 7, 11, 14 (Table 1); 1, 3, 4, 6, 10, 13 (Table 2).

– To use home warranty service, customers directly contact the customer care switchboard. In case customers contact Maintenance center  instructs customers to call directly to the Customer Care Center to confirm warranty information before Conducting services at customers’ homes.

– Since receiving the notice, within 02 working hours, the warranty technician will set up an appointment for the most favorable warranty for customers.

Warranty, maintenance and disassembly services at home upon request
– BTP provides warranty, maintenance and at-home disassembly services on request for products not covered by warranty, maintenance and disassembly at home according to policies or cases where the product is not damaged. be inspected and consulted by the warranty technician. Applied according to appendix table 01 and 02.

– To use warranty, maintenance and disassembly services at home as required, the customer should directly contact the customer care switchboard. In case customers contact Customer center instructs customers to call directly to the Customer Care Center to confirm warranty information before Conducting services at customers’ homes.

– Since receiving the notice, within 02 working hours, the warranty technician will set up an appointment for the most favorable warranty for customers.

Warranty goods storage service
Calculated from the time the notice is sent to customers about the product warranty, repair is complete. Your inventory is not more than 15 days , please come to receive product back procedures. After this period, storage service costs are calculated as follows:

No. content Product Unit Price VND) Unit
first Cost
Storage

Household products and mini Massage products 10,000 Pieces / Day
2 Massage chair products, exercise machines 50,000
Note: The usage period of storage service is up to 45 days from the first day the service charge is incurred. After that time, you still have not come to receive the product, we are not responsible for this property.

IV. Repair service beyond warranty

When the product is out of the warranty scope specified in Section III.A, Customer serves and repairs the product with the highest attitude and spirit. Customer will pay all costs incurred for repairing replacement parts, wages and other costs (if any).
For services outside of warranty, Maintenance center of BTP will provide repair or replacement service if the part is available and the product has actual damage. BTP reserves the right to refuse to provide services outside of warranty if the product is no longer full of components; or was intervened by a party other than the Maintenance center of the BTP .
BTP’s Maintenance Center can provide services outside of warranty and charge for other branded products:
If the damage can be repaired.
The cost may be higher and the repair time may be longer than the products officially distributed by BTP in the Vietnamese market. The cost and repair time are agreed upon by the Customer and the Warranty Center.
Service center checks to see if the service delivery can be done:
Where the component size is large or the part is not available.
In case there are many differences in the product specifications such as performance, voltage, …

V. Notes:

  • In case you want to upgrade to a new product line with higher value. We will re-import the old product at the price specified by the company or agreed by both parties.
  • In case the warranty product cannot be completely overcome, we will support you by lending a replacement product to use (Only applicable to customers who buy double kitchen products).
  • In case your damaged product is in warranty period and cannot be repaired and is no longer on the market, we will exchange for you another product completely equivalent to the old product but in active works well. In case you are not satisfied with an equivalent replacement product, we will re-enter it at the price specified by the company or agreed by both parties or at the market price of the equivalent equipment .

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