Delivery - Return - Warranty

A. Shipping Policy

1. Delivery range

COCORO Life Vietnam provides delivery services in:

• Southern region: Ho Chi Minh City, Binh Duong, Binh Phuoc, Dong Nai, Vung Tau, Tay Ninh, Lam Dong, Long An, Da Nang.
• Northern region: Hanoi, Hai Phong, Hai Duong, Bac Ninh, Bac Giang, Hung Yen, Vinh Phuc.

2. Shipping fee

• The shipping cost is calculated according to the transportation partner's fee schedule.
• Shipping costs will be automatically calculated based on weight and the shipping distance to the customer and are presented during the shopping cart check-out process.

3. Delivery process

• Place order -> Confirmation by mail -> Confirmation by phone -> Shipping -> Receipt and Payment.
• COCORO Life Vietnam sends goods through a shipping company and ensures that the goods are original, intact, and 100% new.
• Within 7 days from the date of receipt, customers are allowed to exchange goods in cases specified in the RETURN POLICY, view here.

4. Delivery time

• Ho Chi Minh City: 1 - 2 days.
• Other areas: 5 - 7 days.

5. Contact time and order processing

• Before delivery, the delivery staff will contact customers in advance to confirm the address, the receiver's name, and the exact delivery time.
• In some promotional programs, delivery to customers may be slower due to a high number of orders. Depending on the business situation, COCORO Life Vietnam will accommodate special customer requests.

6. Responsibility of the transportation unit:

COCORO Life Vietnam uses the transportation unit NOIBAI TRADE AND EXPRESS DELIVERY JOINT STOCK COMPANY (NETCO).

This transportation unit will only be responsible for transporting goods according to the principle of "original, intact", and will not be responsible for the contents of the goods inside if the product is delivered and the customer agrees to receive the goods and has signed the bill of lading, receipt/delivery record. Therefore, if the goods show signs of damage and the packaging is torn/broken/wet/deformed, customers can refuse to receive the goods and inform COCORO Life Vietnam.

All packages must have order information:

• Customer information, including: Name of the recipient, phone number, and address of the recipient
• The order's bill of lading number on Netco's system
• Partner code on COCORO Life Vietnam's system.

*Note: COCORO Life Vietnam's delivery service does not allow customers to inspect goods before receiving them.

B. Inspection, Return/ Refund Policy

1. Inspection Policy

• COCORO Life Vietnam applies a policy of not opening and checking the goods before receiving them. Accordingly, customers can inspect external factors such as order information and the condition of the package. Customers can only open the package after making full payment to the delivery staff. 
• If the package is damaged, not intact, or the order information is incorrect, customers should refuse to accept the goods.
• Always record the package before opening it to keep evidence of the packaging condition, serving the return/complaint handling process.
• When the customer requests a Return/Refund or makes a Shipping Complaint, please preserve and keep the original condition of the package and product.

2. Time & method for returning / refunding goods

• For customers who choose "return goods": from 7-14 days from the date of receiving the return request. The refund method is by returning the product that the customer requests to return.
• Not receiving goods: within 24 hours after receiving the notification that the order has been successfully delivered but the customer did not receive or the order was returned to COCORO Life Vietnam.

3. Refund for Returned Goods

COCORO Life Vietnam will only refund the customer in one of the following cases: 

• The product must be distributed by COCORO Life Vietnam.
• Customers accept the refund offer without returning the goods from COCORO Life Vietnam.
• The customer's order is eligible for return/refund and the customer has returned the goods to the carrier and the carrier confirms receipt of the returned goods from the customer.

4. Terms and Conditions for Returning Goods

• COCORO Life Vietnam confirms that it has received the returned goods.
• The product is still in its original box (with purchase invoice, warranty card (if any), and full accompanying accessories of the product, undamaged, undistorted, damaged due to external impact. If the case is beyond the above condition, a fee will be deducted according to the current regulation based on the product evaluation record.
• The name, serial number/imei must match the information written on the invoice/purchase receipt.
• Promotional gifts (if any). In case the customer loses/ damages/has used the gift, it will be deducted at the selling price at COCORO Life Vietnam for the returned products.
• If the customer changes to another product, the chosen replacement product must have an equivalent or higher value than the current product to be exchanged.
• Delivery fees will be refunded in case the sold goods are incorrect, defective, or damaged.
• Please make sure that the product you request to exchange/return satisfies the product return conditions above of COCORO Life Vietnam.

5. The process of exchanging/returning products

The steps to perform product exchange/return: 

• Step 1: Registration.

Contact COCORO Life Vietnam via email cskh@cocorolife.vnand provide detailed information about the defective product including:

• Step 2: Receive instructions for registering product exchange/return or instruction email.
• Step 3: Packaging.
• Step 4: COCORO Life's shipping unit will come to pick up the product to be exchanged/returned at home, customers do not have to pay any shipping costs for this return.
• Step 5: COCORO Life Vietnam receives the product and checks the product.
• Step 6: COCORO Life Vietnam delivers the product to the Supplier for returning the goods.
• Step 7: Customers receive replacement product or refund.

COCORO Life Vietnam's shipping unit will pick up the exchanged/returned goods within 03 (three) working days from the time the customer notifies the customer care department, please send the packaged product and attach:

Some notes when sending products:

1. Pack and cushion the product as originally, but do not seal the surface of the box before completing the shipping process as the post office may need to inspect before accepting goods from customers.
2. Please note not to tape directly on the product box as the exchange/return request may be rejected if the product box is damaged.
3. Contact via email cskh@cocorolife.vn when any difficulties arise in the product transition process. Send goods to COCORO Life Vietnam at the address provided by the customer care staff.

 
Note: Customers please only send products via postal service and are responsible for the intact condition of the product when sending to COCORO Life Vietnam.

After receiving the product the customer sends back, COCOROLife Vietnam will conduct a check of the product.

6. No change of purchase intention

Except for the conditions & terms of goods return, cases of returning goods because the buyer changes their purchase intention will not be accepted.

C. Warranty Policy

Prioritizing the benefits of our customers, COCORO Life Vietnam guarantees that all products offered at COCORO Life Vietnam are authentic, with clear origin and quality assurance.

1. Method of selling products:

• Products provided atCOCORO Life Vietnam are covered by the warranty policy of the corresponding manufacturer or official distributor.
• Whether the product is serviced at COCORO Life Vietnam or sent to the Warranty Center depends on the specific warranty policy of each product line.
• The warranty period is calculated from the date when the COCORO Life Vietnam employee receives the product and depends on the condition of each product and the warranty policy of each supplier.
• Information about the Warranty Center is written on the accompanying warranty card, including: Company name, warranty address, phone number. The warranty conditions are clearly stated in the warranty card of the manufacturer or importer.

2. Cases where products purchased at COCORO Life Vietnam are not covered by warranty

A product will not be covered by warranty if:

• The product is out of warranty. The Warranty Card is not original, does not clearly state the machine's Serial Number, and the date of purchase.
• Information on the card has been scratched off, altered, or erased.
• The machine is damaged, cracked due to falling, breaking, scratching, deforming during transportation, installation, relocation, usage, preservation, or due to external impacts. Due to fire, lightning, flood, natural disasters. Due to water, liquid, chemicals invading or due to environmental impacts…
• The machine is damaged due to rodents, insects, ants, termites invading.
• Incorrect use of voltage as announced per product, or irregular, unstable, insufficient load power source.
• Usage not according to function, installation document, attached user guide… damage caused by incorrect installation technique,
• Damage caused by not carrying out the correct periodic cleaning of air conditioners - air conditioners.
• The product is used for commercial purposes: use the machine in public activities, restaurants, hotels… Use for laundry service, making ice for business, for renting, exhibiting or for trial use at dealers, shops, appliance supermarkets.
• The machine is disassembled, adjusted or repaired by any person not authorized by TTBH Sharp.

3. Warranty process:

Products provided at COCORO Life Vietnam are covered by the warranty policy of the corresponding manufacturer or official distributor.
COCORO Life Vietnam will assist in receiving warranty requests and advise customers on how to register for warranty according to the general policy of each manufacturer or distributor.
Use the following methods to contact COCORO Life Vietnam.

• Chat with staff on the website  
• Send an email: cskh@cocorolife.vn