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Updated: 28/01/2026

Terms of Service

Index

Product Inspection Policy#

The Trading Platform does not provide co-inspection services (product inspection before delivery). To protect your rights, after receiving the goods from the shipping unit, Buyers should take photos of the package before opening it to preserve evidence of the packaging condition, and record a video of the package opening process to serve the complaint handling process (if any). If the product packaging shows signs of damage (torn/dented/broken/wet) and you suspect the goods inside have been damaged, please refuse to receive the goods and notify the Trading Platform.

In case the goods are damaged or do not match the description in the order, Buyers please contact the Customer Care Department of the Trading Platform via phone number 0838961896 and provide the order code for appropriate resolution. While waiting for the Trading Platform to verify and resolve the request for product exchange/return or refund, Buyers please preserve and maintain the original condition of the goods package.

Product Maintenance and Warranty Policy#

Depending on the policy of each business unit, there will be different warranty and maintenance methods for each period. The Trading Platform encourages Buyers to carefully review and understand product information from business units, especially information about warranty and maintenance policies (if any).

Product Exchange, Return and Refund Policy#

The Trading Platform's Product Exchange and Return Policy specifies the accepted reasons, requirements for products to be exchanged, and the processing time for customer exchanges.

  • Accepted reasons for exchange/return:
    • Products delivered with incorrect quantity, size, color, model, etc. compared to the order.
    • Products damaged due to manufacturer defects (technical failures, design errors, content errors, differences from the manufacturer's published quality standards) or errors during transportation (deformed, scratched, soiled, cracked, etc.).
  • Conditions for product exchange/return:
    • Product still has original tags and packaging.
    • Product is not dirty, has not been washed/ironed, has no strange odor, and shows no signs of use.
    • Product still has all accessories.
  • Regulations on notification time and sending products for exchange:
    • Exchange/return notification time:
      • For cases of missing products, gifts, or manufacturer defects, Customers please notify the Customer Service Department within 48 hours from receiving the product.
      • For errors during transportation: At the time of receiving goods, when discovering that the shipping box or product packaging shows abnormal signs (torn, dirty... affecting the product inside), customers please immediately notify the shipping staff and the company's Customer Service Department.
      • If the above specified time is exceeded, the Trading Platform will not accept product exchange for any reason.
    • Time for checking and evaluating exchange requests: For exchange requests, the Trading Platform will check and evaluate the product and notify the result and exchange resolution plan to customers within 48 working hours.
    • Time for sending products for return: Within 7 days from receiving the product (calculated by date or post office stamp).
    • In case of out of stock, the Trading Platform will assist you in exchanging to another model of equal value.
    • In case the new exchange product has a higher price, please pay the price difference.
    • Shipping costs for exchanging defective products due to manufacturer errors will be the responsibility of the Seller to pay.
  • Steps to perform product exchange/return:
    • Step 1: Contact the online shop where you placed the order to register for product exchange/return.
    • Step 2: Package the product, promotional gifts (if any) along with VAT invoice if available.
    • Step 3: Send to the address of VIO TECHNOLOGY COMPANY LIMITED
    • Step 4: After we receive the returned goods from the Buyer, the Company will coordinate to send a request to the Seller to perform product exchange or refund to the Buyer.
  • Regarding refund options:
    • When the Buyer is accepted by the Trading Platform for return and refund, the Seller may:
      • Propose other options: Return and Full Refund / Partial Refund.
      • Propose full refund for the Buyer.
    • In cases where the Trading Platform, through exchange and agreement with the Seller, agrees to refund the customer, the different refund methods provided by the Trading Platform are direct refund to account, refund through payment methods, or providing purchase vouchers. Customer refunds will be processed by us within 3-5 working days, from the date we confirm with the customer that the refund request is valid.