I. Some definitions

1. Manufacturer errors: Are errors that occur during the manufacturing process.
2. Errors during use: Are all errors that arise during use of the product that are not due to the manufacturer’s fault.
3. Exchange/return fee: This is an additional fee that the customer will pay (if any) according to the specified policies and conditions.

II. Conditions for return & refund:

1. The product does not match the product name initially consulted.
2. The product is not intact: The packaging is torn, the product is dented or broken.

III. Conditions for exchanging products:

1. Time: According to the original agreed time.
2. The product is defective due to the manufacturer (Does not apply to products defective during use, especially errors arising from a change in source water).

IV. Process & processing time:

1. Step 1: When there is a technical problem, please contact Hotline directly 1800 8134 or Facebook pages, websites… of Wells Vietnam.
2. Step 2: Within a maximum of 03 working days, a technician will come to check and determine the error status.
3. Step 3: Within a maximum of 01 working day, we will contact to inform the processing method, specifically:

– For Section II: Maximum refund time is within 07 working days, the refunded amount is the original purchase amount & is refunded according to the customer’s original form of payment.

– For Section III: Maximum processing time is within 07 working days & there are 2 forms for customers to choose:

+ Swap products of the same type.

+ Choose different products. Customers will pay extra or be refunded the difference in price of the two products.