Return policy

RETURN & EXCHANGE POLICY AT ETERRA

Returns and exchanges are part of ETERRA’s policies designed to protect our customers’ rights and interests.
Please carefully read the Return & Exchange Policy below to ensure that you fully understand the applicable conditions and procedures.

1. General Policy

Period from the Date of Receipt from ETERRA.VN	Products with Manufacturing Defects	*Non-Defective, New and Unused Products ()**		Products Damaged Due to Customer Use
Within the first 3 days	Customers may exchange the product for a new product of the same type and specifications, exchange it for a different product, or return the product at no additional return/exchange fee. This applies provided that the product has not been activated or had its warranty seal scratched/removed, and all documents, accessories, packaging and accompanying items remain complete and intact.	Exchange for a product of equal or higher value	Free of charge depending on the applicable case ()**	Warranty service or repair subject to applicable fees in accordance with the manufacturer’s policy.
		Exchange for a new product of lower value	A fee of 10% of the price difference between the exchanged products will apply (minimum VND 20,000) ()*
		Returns are subject to a fee of 10% of the total value of the returned product (minimum VND 20,000) ()*
From Day 4 to Day 7	The product is eligible for warranty service. Returns and exchanges for manufacturing defects are no longer applicable.	Exchange for a product of equal or higher value	Free of charge depending on the applicable case ()**
		Exchange for a new product of lower value	A fee of 10% of the price difference between the exchanged products will apply (minimum VND 20,000) ()*
		Returns are not applicable.
After 7 days	The product is eligible for warranty service. Returns and exchanges are not applicable.	Returns and exchanges are not applicable.

Notes:

The provisions regarding exchanging a product for the same type and specifications,
exchanging for a product of lower, equal or higher value, and returning a product
DO NOT APPLY to products included in the
List of Products Not Eligible for Return or Exchange,
as specified in the detailed list below.

(*) A product in its original condition includes, but is not limited to, the following:

The product has not been used and shows no signs of use.
The product remains in its original and complete condition, including all components,
parts, accessories, labels, manuals, packaging, foam inserts, and other accompanying items.
The product must not be dirty, scratched, cracked, broken, stained, discolored, or otherwise damaged.
The product remains in its original packaging, and the packaging must not be dented,
torn, crushed, or otherwise damaged.
The product warranty has not been activated. All warranty seals/cards
(with no customer information entered), brand labels, and promotional gifts
(if applicable) must remain complete, intact and in new condition.

(**)
Please contact us at
ETERRA.VN
to confirm whether the product you purchased is eligible for a free exchange.

(***)
Customers are responsible for shipping, installation, and return/exchange fees, where applicable.

2. Return & Exchange Policy

– Each eligible product may only be exchanged once.

–
Customers or authorized recipients are requested to carefully inspect the products before accepting delivery
in the presence of ETERRA.VN’s authorized delivery personnel.
Alternatively, customers should record a video of the entire unboxing process while the package remains
sealed with ETERRA.VN’s original sealing tape.

Please note that more detailed inspections, including testing or using the product,
may only be carried out after the order has been fully paid.

If the product is found to be broken, damaged, incorrect, or incomplete during inspection
in the presence of ETERRA.VN’s authorized delivery personnel,
the Customer/Recipient should refuse to accept the delivery and immediately contact
our Customer Support Department so that we can provide a timely solution.

ETERRA.VN reserves the right to refuse claims relating to broken, damaged, incorrect,
or missing products after ETERRA.VN’s authorized delivery personnel have completed
the handover of the product to the Customer/Recipient.
If a broken, damaged, incorrect, or incomplete product is discovered after recording
the complete unboxing process of a package with ETERRA.VN’s original sealing tape intact,
the Customer must immediately contact our Customer Support Department so that we can
provide an appropriate solution within 02 days from the date of receipt.

ETERRA.VN reserves the right to refuse claims regarding broken, damaged, incorrect,
or missing products if the Customer is unable to provide a complete video of the unboxing
process showing the package with ETERRA.VN’s original sealing tape intact within
02 days from the date of receipt.

Phone: 0901292166

Important Notice:
Products submitted for return or exchange that do not meet the conditions stated above
will automatically be returned to the Customer’s registered address based on the information
provided in the original order.

3. Refund Methods

After ETERRA.VN has received the returned/exchanged product and both ETERRA.VN and the Customer
have confirmed and agreed to the return or exchange, any applicable refund will be processed
using one of the following methods:

– Orders paid by Cash or Bank Transfer:
Any applicable refund will be made via bank transfer to the bank account information
provided by the Customer or in cash. For cash refunds, Customers are requested to collect
the refund directly from ETERRA.VN.

– Orders paid through a Third-Party Payment Gateway:
Any applicable refund will only be processed through the same third-party payment gateway
used for the original transaction. Refunds cannot be made via bank transfer or cash.

Your feedback and suggestions help ETERRA.VN continuously improve the quality of our services
and provide a better customer experience.

For further information or assistance, please contact our Customer Support Department:

Phone: 0901292166

Thank you for choosing ETERRA!