Return policy

Hobiverse announces the following conditions and return/exchange policies:

1. Warranty policy:

- The product is still under warranty as recorded on the warranty card or purchase invoice of the Hobiverse website within 03 days after receiving the product and is determined to be a manufacturer's defect. The determination of the defect is made unilaterally by the website Hobiverse.com.vn

- Customers can bring or send the product to Hobiverse warehouse at the address on the warranty card or invoice by post. Shipping costs will be paid by the customer.

- Hobiverse will conduct a general inspection of the product. If the damage is found to be caused by the Customer and not a technical error from the manufacturer (tank, water entering the product, etc.), Hobiverse will advise the Customer and refuse to accept the warranty. If the Customer still wishes to receive repair support, Hobiverse will advise the Customer according to the Paid Repair Process.

- Warranty processing time:

+ HCM area: 7 working days (including shipping time)

+ Provincial area: 17 working days (including shipping time)

2. Conditions for exchanging/returning goods:

- The product has a technical defect due to the manufacturer or is missing parts but the outside of the product is not scratched/broken/damaged/deformed.

- The product the customer received is not the same as the ordered product and the product packaging is intact, not torn/dented.

- Return period is within 03 days from the date the customer receives the goods (this period is based on the time the customer signs on the delivery bill of lading).

- Returned products must have the sales invoice sent by Hobiverse attached to the package.

- Record a video of the package opening process to determine the product condition. Hobiverse only accepts exchanges/returns when there is a video of the PACKAGE OPENING and GOODS INSPECTION.

3. Return policy:

- Customers bring products to exchange directly at Hobiverse warehouse.

- Only the correct 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 is within 7 working days from the date Hobiverse receives the returned goods.

4.2 Orders using E-Gift card payment:

- Refund method: send back a new E-Gift card equal to the amount of the returned goods.

- Time to send new E-Gift card: within 3 working days from the date Hobiverse confirms receipt of returned goods from the customer.

- In case the customer comes directly to the Hobiverse warehouse to return the goods, a Top up card with an amount equal to the amount of goods paid will be refunded at the time of return.

4.3 How to return goods:

- Step 1: Customers take photos/videos of defective or damaged products... send information and request to return the goods via 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 goods directly to return at Hobiverse warehouse.

+ Method 2: For customers outside of HCM city, return the goods to the Hobiverse warehouse address.

5. Contact information for handling 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