COMMERCIAL WARRANTY POLICY – PRODUCT EXCHANGE

TPDOORS® issued for the first time – 2025

 

Dear: CUSTOMERS

 

In order to ensure customer benefits, improve the quality of after-sales service for all products with brand TPdoors®, Trieu Phuong Company Limited commits to commercial warranty through the policy of exchanging new products of the same type if the product has problems that cannot be immediately fixed due to technical “Errors” of the manufacturer. Details are as follows:

I- Scope of application:

  • Applicable subjects: for all Distributors and Retail Customers who have purchased and used TPdoors® Door products, Door & Glass wall frames and accessories manufactured and supplied by TPdoors® (hinges, corner brackets) from the official distributor of Trieu Phuong Company Limited and Maxcare Vietnam Company Limited (hereinafter referred to as the Factory) will be warranted against all defects in materials and errors in the manufacturing process of the Factory.
  • Application form: Commercial warranty through product return policy according to the Factory’s instructions (details are stated below).
  • Warranty period: For products that are complete door sets manufactured and assembled at the Factory, the warranty will be within 24 months from the date the two parties sign the Shipping Minutes and Goods Delivery Receipt at the Factory. In case the customer purchases materials to assemble and install for the customer himself, he will enjoy the following specific warranty policy:
  • Main profiles such as door frames, vertical door frames, sliding door frames, etc. manufactured by the Factory: warranty period is 48months from the date the two parties sign the Shipping Minutes and the Goods Receipt at the Factory.
  • Metal accessories such as hinges, corner brackets: manufactured by the Factory: warranty period is 24months from the date the two parties sign the Shipping Minutes and the Goods Receipt at the Factory.
  • Accessories such as door latches, locks of all kinds, door handles, glass, rubber gaskets, screws, etc. not manufactured by the Factory: manufactured by the Factory: warranty period as specified by the Manufacturer / Distributor of the current product.
  • Incompatible accessories or accessories that have been replaced by the Customer are not covered by the warranty policy.

II- Applicable conditions:

1- Return period: Products can be returned in whole or in part within 03 – 07 days from the date of receipt of the notice of request for product return (complaint) or according to the Complaint handling process regulations. The notice must include: (sent in writing, by email or by phone message)

  • A description of the clearly identifiable Defective condition of the product,
  • Photographs demonstrating the Defects being claimed;

–    The quantity, type of the alleged Defective Product and documents showing the date of purchase.

2- The product must still have the original markings or be identifiable as a product manufactured by the Factory.

3- The product must be determined to be technically defective by a representative of the Factory.

4- The returned and received product must have intact packaging, labels or be acceptable after quality assessment by the representative at the Factory.

5- The returned product must not have any defects in appearance (warping, shrinkage, dirt causing discoloration, etc. caused by improper transportation, loading, storage, construction, etc.) or physical impact causing breakage, chipping, scratches, or cut products…

6- The returned product must have all the accompanying documents such as: Order, Shipping and delivery notes, purchase invoice, return invoice, warranty card (if any).

    Complaint handling process:

   – Upon receiving a complaint, the Factory will contact you as soon as possible most to check the actual situation at the scene to determine the cause. If detectedn out Error, at its sole discretion, the Factory may immediately exchange any defective Product, if the identical Product is not available, the Factory will arrange production in the fastest time or may renegotiate depending on the quantity and production conditions decided by the Factory or may replace with products of similar specifications and quality.

     – This warranty policy does not include: transportation and loading costs, disassembly costs, repair and replacement costs, maintenance costs and other costs arising from Errors after installation and other cases occurring during the installation process, the use of the product that can be attributed as the cause of damage to people and property.

***  ISSUES TO NOTE Note:  

    For users:

  • It is necessary to pay attention to the manufacturer’s requirements right from the design stage, choosing suitable materials and accessories so that the product can truly bring out all the inherent superior characteristics of the product.
  • Changing the design, style and size without timely notification, not properly implementing the instructions and recommendations of TPdoors® as mentioned below leads to improper installation or damage to the product at different levels from the appearance to the durability and life of the product can be considered a fault of the Users may invalidate the warranty of part or all of the product.
  • No individual or entity outside the TPdoors® system has the right to assume warranty responsibility for the door product that is still under warranty, as well as to change, edit or add or remove the terms in the warranty policy of TPdoors®.

For finished products and accessories:

Main profiles such as frame, vertical door frame, lowering door frame, etc. have aheavy weight due to the specific density of the material with a galvanized steel core with an outer shell covered with WPC wood plastic is hard so it can crack, break, scratch if impacted with strong impulse, has low elasticity so it is difficult to bend, difficult to clean when dirty with chemicals, paint, colorants. Therefore, you should be careful during loading, transporting, storing, installing and using the product.

  • 1.4mm thick galvanized steel core or other: thickness tolerance +/-0.2mm is allowed and the appearance of light rust is allowed.
  • WPC shell: natural expansion within tolerance +/-1.5mm is allowed, small scratches and small cracks around screws are allowed. Therefore, you should not remove the packaging, labels before installation; When dirty, use diluted soapy water to clean the surface before using a soft cloth and clean water to wipe again; use suitable sandpaper when handling and removing scratches.
  • Metal accessories, hinges, locks should be regularly checked for smoothness. Regularly add suitable grease to the designated points on those components in moderate amounts to make the door smoother and prolong the life of the accessories (especially in areas with harsh climates, coastal salt vapor).
  • Use suitable assembly tools and equipment; do not arbitrarily cut, trim, or change the size; do not use paint or varnish to change the color or use sandpaper to re-treat the surface improperly; Do not arbitrarily change accessories, change installation location, do not arbitrarily reinstall, change the manufacturer’s mark/symbol and product label of TPdoors®.

For Agents, Distributors, installation teams in the system (customers):

  • All products must be checked by both parties for quantity, size, color, quality, etc. in accordance with the technical requirements of the design, ensuring the correct use of accessories suitable for the specific climate zone and installation location (outdoor or indoor) immediately upon receipt at the Factory and should be carefully handed over to the individual customer before starting the installation. The Customer shall bear all costs and risks of the goods after receiving them from the Warehouse / Factory.

    Responsibility of the Factory TPdoors®:

  • Receive, promptly investigate and research information from customers to have a solution for each specific case.
  • If the product has a defect that is not covered by the warranty, TPdoors® will support customers to resolve such defects if requested. Any additional costs (if any) will be paid by the customer.
  • If the product has a defect that is covered by the warranty, TPdoors® will replace or return all or part of the defective product. The shipping, replacement and installation costs will be paid by the customer.
  • Any changes to the warranty policy will be made by TPdoors® without prior notice, however, when an incident occurs, The customer’s product warranty rights are still implemented in accordance with the agreement specified in the Warranty Card at the time of issuance, even though that agreement is different from the current policy.

 III. Cases where “Errors” are not covered by warranty for exchange/return of goods:

1- The customer wants to change the design, model, size, quantity, type, color but does not notify in time before the Factory has started production..

2- Reasonable differences in size, color and factors are not considered Product Errors:

– The size of the product may change slightly during use due to the natural properties of the material or due to the weather within the tolerance range (according to TCVN 11352: 2016) is allowed.

– The color of the product may fade over time or the color may vary within the range of ∆E ≤ 2 (color deviation ratio # 8/10) within the same batch is allowed.

– Normal wear and tear of the material, small cracks or cracks around the screws are allowed.

3- Customers do not comply with the regulations as required to enjoy the warranty and exchange policy, such as: not sending timely complaint notices, warranty cards (if any) to the right place within the prescribed time.

4- Customers themselves affect the external condition of the product or request to return the goods due to errors: scratches, dents, breakage, dirt dirty, … after being inspected and received at the Warehouse / Factory of Trieu Phuong Company Limited.

5- The factory does not warrant due to errors in construction work or installation techniques, or due to inappropriate auxiliary materials including: structural design of wall frames, brick walls or walls made of other materials, … directly affecting the quality and aesthetics of the products installed on it and other causes due to errors during transportation, loading, unloading, storage, construction or caused by users such as: due to external forces causing scratches, breakage, deformation, paint or color stains, due to improper maintenance (such as: using unsuitable tools, high concentration cleaning chemicals, …) or arbitrarily moving, improperly disassembling and reassembling, or due to force majeure such as natural disasters, fires or violations of the principles of using this product.

IV- Procedure for handling warranty procedures for exchange/return of goods:

1- Customers contact the Factory directly: +84.28.38120182 or hotline: 0903827040.

2- After confirming the status with the content that the goods are damaged due to technical errors that cannot be repaired immediately, the exchange of goods will be carried out in accordance with the Factory’s regulations.

3- The procedure for handling warranty procedures for exchange/return of goods is carried out within a maximum of 30 (thirty) days from the date the Manufacturer receives sufficient information and documents as prescribed from the customer or can be otherwise agreed upon depending on the actual production plan of the Factory at the time of warranty.

Sincerely,

TRIEU PHUONG COMPANY LIMITED

     LY PHUC HAU – Director

     (signed)

APPENDIX: CONDITIONS OF THE WARRANTY POLICY:

All goods received must be inspected immediately (on site) and the supplier must be notified immediately if any defects are found. Please check all Doors and accessories for suitability before commencing any work TPDoors warrants that all products are made from good materials and workmanship, free from any defect which may render them unusable or unfit for the purpose for which they are manufactured, inwithin two (2) years from the date of delivery.

Any claim under this warranty must be made within two (2) years from the date of purchase of the product. To make a claim under this warranty, return the product (with proof of purchase) to the store where you purchased the product or contact TPDoors.

This warranty is provided in addition to any other rights and remedies available to you under law: our goods come with warranties, which cannot be excluded under Vietnamese consumer law. You are entitled to a replacement or refund for a major breakdown. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure is not considered a major failure.

TPDoors agrees to replace, at its option, free of charge, any door found to be defective, subject to the following terms and conditions:

  • Upon delivery and prior to the commencement of any work, all goods must be inspected for any defects and requests from this initial inspection must be made within three (3) days of purchase. TPDoors will not consider any claims for obvious defects that appear before installation after the door has been installed.
  • All measures have been taken to ensure the quality and workmanship of TPDoors so that they can withstand the climate in Vietnam, but excessive temperature and humidity, or sudden changes in climate may cause minor shrinkage, warping (according to VN standards) or slight movement in the components of some doors. These are not considered defects or grounds for any claim, objection or non-payment. All doors are supplied unglazed and unfinished unless specifically requested and must be stored unwrapped after purchase and prior to installation to help protect them from moisture changes regardless of whether they are used as interior or exterior doors.
  • At least two coats of suitable rustproof paint and silicone must be properly applied (as per manufacturer’s instructions) to all corner profiles of the Door, including the top and bottom edges and all cutouts for locks and hinges, prior to installation. These paints or silicones do not count as sealers.
  • Prior to installation, doors should be stored flat (not directly on concrete) in a dry location, not in a damp or newly plastered area and protected from direct sunlight/rain.
  • Regular maintenance of the door should be carried out to prevent staining, to protect the Wood Plastic from deterioration and to lubricate the hinges, locks at least once every 6-12 months (depending on the surrounding environment).
  • If your Door receives direct sunlight, it should be selected in a light reflective color. Dark colors can cause shrinkage due to changes in humidity from heat absorption. If a paint finish is required to achieve the desired color, it is recommended to choose a paint that is suitable for the WPC material, light colors are the most durable finish for harsh conditions, dark paint or staining. Unauthorized painting will void the warranty.
  • Wood Plastic is a unique product, and natural variations in color, texture, and grain patterns, etc. are not considered defects. Normal “visible” framing components are also not considered defects. Doors must be installed in weather-protected areas and not exposed to extreme humidity, direct water/rain conditions, excessive heat/dryness, or sudden changes therein before, during, or after storage and installation. A weather-protected area is defined as an area with sufficient overhead protection to protect the door from excessive exposure (including doors that open outward). Doors with humidity levels below 12% or above 18% will void the warranty. Water damage to the Door will void the warranty.
  • We recommend that you install a minimum of three (3) hinges for standard size Doors and four (4) hinges for larger or double doors.
  • The Manufacturer will not be responsible for any work or expense incurred due to, or because of, poor handling, poor storage, and improper installation or finishing. Any work on the Door that affects its structural integrity or usability (such as excessive cutting, alteration of the Door or installation of hardware) may void the warranty.

Please contact us for advice on the extent to which the Door can be modified before undertaking any modifications. TPDoors will repair or replace the damaged product under this warranty. To expedite the process, complete the warranty claim checklist (as required) and take photos of the defects, the entire door, and the location of the door in the home (including a front view of the area being repaired).protected from the weather where the door is located). Send the completed form, photos and proof of purchase to TPDoors at 917C Au Co, Tan Son Nhi Ward, Tan Phu District, Ho Chi Minh City or forward the information via email: tpdoors.tpp@gmail.com for assistance. Please refer to our website: www.tpdoors.vn for a full description of our terms and warranties.

    • This warranty is provided by: Trieu Phuong Company Limited, TPDoors reserves the right to change and modify any specifications at any time.