Return policy
Hobiverse announces the following return/exchange conditions and policies:
1. Warranty Policy:
- Products are within the warranty period as recorded on the warranty card or purchase invoice from the Hobiverse website within 03 days of receiving the goods and are determined to be a manufacturer's defect. The determination of the defect is made unilaterally by Hobiverse.com.vn.
- Customers can bring or send the product to the Hobiverse warehouse at the address stated on the warranty card or invoice via postal service. Shipping costs will be paid by the customer.
- Hobiverse will conduct a general inspection of the product. If damage caused by the customer is found (e.g., breakage, water damage) and not a technical defect from the manufacturer, Hobiverse will advise the customer and refuse warranty acceptance. If the customer still wishes for repair support, they will be advised according to the paid repair process.
- Warranty processing time:
+ Ho Chi Minh City area: 7 working days (excluding Saturdays, Sundays, and holidays)
+ Provincial areas: 17 working days (excluding Saturdays, Sundays, and holidays)
2. Conditions for return/exchange of goods:
- Products have technical defects due to the manufacturer or are missing parts, but the exterior of the product is not scratched/broken/dented/deformed.
- The product received by the customer is not the product ordered, and the product packaging is intact, not torn/dented.
- The return/exchange period is within 03 days from the date the customer receives the goods (this period is based on the date the customer signs the delivery receipt).
- Returned/exchanged products must include the sales invoice sent by Hobiverse with the package.
- Record a video of the unboxing process to determine the product's condition. Hobiverse will only accept return/exchange requests with a video RECORDED WHILE UNBOXING and INSPECTING THE GOODS.
3. Exchange Policy:
- Customers bring the product directly to the Hobiverse warehouse for exchange.
- Only the exact product code purchased can be exchanged.
4. Refund Policy:
4.1 COD/Card payment orders:
- Refund method: bank transfer for COD/card payment orders.
- Transfer time: within 7 working days from the date Hobiverse receives the returned goods from the customer.
4.2 Orders paid with E-Gift cards:
- Refund method: a new E-Gift card equivalent to the value of the returned goods will be issued.
- Time to send new E-Gift card: within 3 working days from the date Hobiverse confirms receipt of the returned goods from the customer.
- If the customer returns the goods directly to the Hobiverse warehouse, a top-up card with the same value as the returned goods will be issued immediately at the time of return.
4.3 How to return goods:
- Step 1: Customers take pictures/record a video of the defective or damaged product, send the information and return request through one of the channels listed in section 5.
- Step 2: Customers return the goods in one of the following ways:
+ Method 1: For customers within Ho Chi Minh City, bring the goods directly to the Hobiverse warehouse for return.
+ Method 2: For customers outside Ho Chi Minh City, send the goods back to the Hobiverse warehouse address.
5. Contact information for processing return/exchange requests:
- Address: 2nd Floor - 333A Lanh Binh Thang, Ward 9, District 11, Ho Chi Minh City.
- Hotline: 19001208 - Monday to Saturday (08:00 - 17:00) Sunday (08:00 - 12:00)
- Email: lienhe@hobiverse.com.vn
