PRODUCT RETURN POLICY

1. Scope of application

  • Applicable subjects: This policy applies to electronic and household electrical appliances purchased directly on the Cuckoo Vina website.
  • Return/exchange period: Calculated from the date the customer successfully receives the goods, based on the delivery confirmation information from the shipping provider.
  • Return/exchange principles: In the event that the product is eligible for exchange, priority will be given to exchanging for the exact model, color, and type according to the original order. Exchanging for a different product will only be carried out upon agreement between Cuckoo Vina and the customer.

2. Cases eligible for return/exchange consideration

Cuckoo Vina accepts and considers return/exchange requests in the following cases:

  • Product has a technical defect caused by the manufacturer: The product does not operate or functions incorrectly due to a technical defect confirmed through an inspection process by a Warranty Center/technical unit designated by Cuckoo Vina.
  • Product damaged during shipping: The product is cracked, broken, dented, deformed, or damaged due to the shipping process.
  • Wrong product delivered: The product received does not match the confirmed order regarding model, color, type, or quantity.
  • Product does not match order information: Cuckoo Vina will inspect and provide an appropriate resolution plan based on each specific case.

3. Time limit for return/exchange requests

Customers are requested to notify Cuckoo Vina of any issues and submit a return/exchange request within 07 days from the date of successful receipt.

After the 07-day period, issues related to technical defects will be received and handled according to Cuckoo Vina's warranty policy.

4. Conditions and documentation for return/exchange

To provide Cuckoo Vina with the basis to inspect and process the request, customers are asked to provide:

  • Order number or valid purchase information.
  • Images/videos showing the condition of the product and packaging when the issue is discovered.
  • For cases of damage during shipping or incorrect delivery, a continuous video of the unboxing process from the moment the package is intact until the product is inspected is recommended to support the verification process.
  • The product, accessories, components, user manuals, and accompanying gifts (if any) must be preserved and fully returned in the event that Cuckoo Vina requests the product to be sent back for inspection/exchange.
  • The product must not show signs of damage caused by the user, such as dropping, impact, water exposure, use of incorrect power supply, or misuse contrary to instructions.
  • The product must not have been disassembled, repaired, or had its components replaced without authorization.

Note regarding unboxing video: An unboxing video is important supporting evidence, especially for claims related to shipping. However, the absence of such a video does not automatically mean the request will be denied. Cuckoo Vina may rely on photos, the actual condition of the product, shipping documents, and other relevant evidence to verify each case.

5. Technical defect handling process

For cases where customers report a technical defect:

Step 1: The customer contacts Cuckoo Vina and provides the order number, a description of the defect, and relevant images/videos.

Step 2: The Customer Service department receives the request and guides the customer through basic troubleshooting steps if necessary.

Step 3: If an expert inspection is required, the product may need to be sent to a Warranty Center (TTBH) or a designated technical unit for testing.

Step 4: Cuckoo Vina will base its decision on the inspection results and defect confirmation to offer an appropriate resolution, including repair, product exchange, or other solutions according to the applicable policy.

6. Cases not covered under the product defect return/exchange policy

Cuckoo Vina may not accept return/exchange requests if it is determined that the issue was caused by the use or storage of the product contrary to the instructions, including:

  • Product dropped, impacted, or deformed due to user action.
  • Product exposed to water, fire, electrical short-circuit, or damaged due to the use of an incorrect power supply.
  • Product used incorrectly or for unintended purposes.
  • Product disassembled, repaired, had components replaced, or had hardware tampered with without authorization.
  • Normal wear and tear resulting from use.
  • Accompanying accessories, components, or gifts lost or damaged due to customer fault, in cases where this affects the ability to process a return/exchange.
  • Other cases determined not to be the responsibility of CKV Mall or the manufacturer.

7. Return/exchange costs

  • For cases of incorrect delivery or products determined to have defects caused by the manufacturer/shipping, Cuckoo Vina will cover the shipping costs incurred related to the return/exchange according to the confirmed plan.
  • For cases resulting from causes on the customer's side, shipping costs or related expenses (if any) may be borne by the customer.
  • Specific costs and handling plans will be communicated by Cuckoo Vina before implementation.

8. Processing time

Processing time depends on the cause and condition of the product. For cases requiring inspection at a Warranty Center/technical unit, processing time will depend on the inspection results and the actual condition of the product.

Cuckoo Vina will proactively notify customers regarding the processing status and next steps.