Products are purchased directly at Rita Vo showroom system or from authorized distributors.
Still within the warranty period as prescribed.
Original labels and warranty stamps, not opened or altered.
Damage resulting from technical or manufacturing faults.

Out of warranty.
Damage due to misuse, incorrect installation, or failure to maintain as instructed.
Damage caused by external factors: natural disasters, fire, insects, high humidity, impact, breakage...
Product has been repaired at an unauthorized facility.
Natural wear and tear, consumable accessories (batteries, wires, housings, etc.).
The purchased product is not part of Rita Vo's distribution system.

During warranty period: Free if the defect is due to the manufacturer (some cases do not include shipping costs).
Out of warranty period or non-warranty errors: charge for repair, replacement and shipping.

Purchase invoice or warranty card.
Product information: model, serial number, error description.
Photos or videos depicting the damage (if requested).

Yes. You are encouraged to carefully check the product condition before payment, including:
External condition (broken, scratched).
Color, quantity, type, specifications.
Match between actual product and information on website.

Technical error from manufacturer: The company will accept and exchange for a new product.
User error (incorrect use, improper storage): No return or exchange.

Original packaging, labels, no breakage, scratches, cracks.
Full accessories, details as delivered.
Well preserved, no mold or dirt.
Tiles must be intact, not broken or scratched.
Some special goods (display goods…) are subject to the condition stated on the delivery note.

After determining the reason for the return, a customer service representative will contact you by phone and email.
Notice of return schedule and additional costs (if any).

The product must be in the same defective condition as stated in the goods condition confirmation report.
If different from the minutes, the company will refuse to receive the goods and re-check to determine the cause of the error.

Free shipping in Ho Chi Minh City and Hanoi (number of free deliveries depends on the contract).
Provincial delivery: shipping fee will be quoted before signing the contract (cost depends on location).

Check the product carefully before signing for receipt.
If you find any errors/damages/wrong goods/wrong quantity: coordinate with the delivery staff to make a record clearly stating the condition & reason for refusing to receive the goods.
Notes by product:
Decorative tiles (by piece): check each piece for broken/chipped corners.
Bricks in m²: check carton & code on packaging; get feedback within 3 days if breakage is found inside the carton.
Other products: open the box to check the condition, confirm that it is new, has the correct quantity, and is free of defects.

Product installation when purchasing new or exchanging goods.
Repair/maintenance out of warranty or outside warranty scope.
Replacement parts/accessories are not included in the free list.

Yes. We encourage customers to carefully check the product condition before payment, including: breakage, scratches, color, quantity, type, specifications and information on the website. If the product is incorrect or affected by shipping, please refuse to receive it and contact hotline 1800 1246.

Please contact customer service at 1800 1246. We will send a technician to check, make a report and compare with the return conditions.

If the error is due to the manufacturer: we will take it back and exchange it for a new product.
If the error is due to the customer using the wrong instructions: no return or exchange is applicable.

Bricks sold by the piece: check each piece before signing for receipt.
If the tank is found broken before signing: a report will be made and the return will be processed.
If broken after signing: no return or exchange.

Product is intact with packaging and labels, not broken, scratched or cracked.
Full accessories, well preserved (no mold, dirt...).
Some special cases (display goods) will be based on the condition recorded on the Delivery Note.

Buyers can refer to the following payment methods and choose to apply the appropriate method:
Method 1: Direct payment by cash/bank transfer/QR code scanning
Method 2: Online payment via Vietinbank/ Vnpay gateway

Contact hotline 1800 1246 for customer service to receive information.
Technicians will come to check, make a record of the goods' condition and compare it with the return conditions.