WARRANTY & RETURN POLICY

WARRANTY & RETURN POLICY

GENERAL POLICY

To ensure customer rights and enhance after-sales service quality, LOTUS PACKAGING MANUFACTURING & TRADING SERVICE JOINT STOCK COMPANY commits to supporting product exchanges for the same type in case of technical defects that cannot be immediately fixed (caused by the manufacturer). Product exchanges are only applicable when the following conditions are met.

APPLICABLE CONDITIONS

Return & Exchange Period

• Valid within 30 days from the date of purchase.

Eligible Products for Exchange/Return

The product must meet the following conditions:
✅ The LOTUS or manufacturer’s original seal remains intact.
✅ The defect must be verified by LOTUS technical staff or the manufacturer.
✅ The product must be returned with its original packaging, protective foam, all accessories, and promotional gifts (if any).
✅ The product must be free of external damage (scratches, dents, cracks, discoloration, etc.).
✅ The product must be accompanied by all relevant documents, including purchase invoice, VAT invoice (if applicable), warranty card, user manual, and catalog.

CASES NOT ELIGIBLE FOR EXCHANGE/RETURN

❌ The customer wants to exchange for a different model or type without prior notice.
❌ The product is damaged due to improper usage.
❌ The customer failed to follow the warranty process, e.g., not submitting the warranty card on time.
❌ The product has physical damage caused by the customer, such as torn packaging, scratches, cracks, or breakage.
❌ The product was inspected and signed for by the customer, but later requested for exchange due to external defects.

RETURN/EXCHANGE PROCESS

1️⃣ Contact Us: Customers should contact the manufacturer’s warranty center or LOTUS Customer Service to check the product’s condition.
2️⃣ Defect Verification: If the product has a technical defect that cannot be immediately repaired, the exchange/return will be processed according to LOTUS or the manufacturer’s policy.
3️⃣ Processing Time: The return/exchange process will be completed within 03 days after receiving all required information and valid documents.

CONTACT INFORMATION

📞 Hotline: +84 (028) 3754 2607
📍 Address: 1074/3, Provincial Road 10, Tan Tao Ward, Binh Tan District, Ho Chi Minh City, Vietnam.
📧 Email: customer.service@lotusfirma.com

🌐 Website: https://lotusfirma.com/

LOTUS PACKAGING COMPANY sincerely appreciates your trust and support!