INSPECTION & RETURN POLICY

INSPECTION POLICY

1. Product Inspection Before Delivery:

• Products are carefully inspected by Ordinaire before being delivered to customers

2. Instructions for Inspecting Products After Delivery:

• Customers are encouraged to inspect the products immediately upon receipt.
• In case of any quality issues or dissatisfaction with the product, please contact us immediately for assistance.

RETURN POLICY:

I. General Regulations:

1. Applies to customers purchasing from Ordinaire's stores, website, and fanpage.
2. Please carefully check the model, color, type of product, and all accompanying accessories when receiving the goods.
3.  Customers are allowed to request an exchange only once per order.
4. The exchange and return policy is applicable only within Ho Chi Minh City.

II. Conditions for Product Exchange:

1. Products available in-store are eligible for exchange within 10 days from the date of purchase.
2. The product must have the original brand label or the manufacturer's / supplier's label intact.
3. All parts, details, components, accessories, and accompanying gifts (if any) must be complete and show no signs of use.
4. She product must not be dirty, scratched, cracked, damaged, wet, contaminated with chemicals, show signs of tampering, have been washed, have protective films removed, or show signs of use.

5. The exchanged product must have a value equal to or greater than the original product. If the exchanged product has a lower value than the original product, the customer will not be refunded the difference.

III. Cases Where Product Exchange Is Not Accepted:

1. Custom-made products per customer request.
2. Display/sample products sold at a discount.
3. Pillows.
4. Products that show signs of use or have been subjected to external force resulting in breakage, scratches, peeling, cracking, or damage.
5. Products that have been operated or used incorrectly, leading to malfunction or damage.
6. Products with faults that occur during self-transportation from the customer’s home to the store.

IV. Exchange Fees:

1. Free Exchange: Customers can exchange products free of charge when the delivered product does not match the order's type or model.
2. Exchange with Additional Fees:

• For exchanges due to customer preference, the customer will be responsible for any additional costs related to installation, dismantling, and any other changes.
• Other additional costs such as transportation, installation, dismantling, etc., will be borne by the customer according to the company’s regulations.

Note: 

• Service fees and delivery fees from the original order are non-refundable.
• Transportation fees will be based on the actual service price list at the time of purchase.

V. Steps for Product Exchange:

Step 1: Contact the Hotline 0877 368 168, reach out via Ordinaire's Facebook page, or visit the store directly to request a product exchange

Step 2: For exchange requests sent via email, Ordinaire staff will contact the customer within 24 hours of receiving the request. In special cases requiring extended response time, the Call Center staff will notify the customer specifically via phone or email.

 Step 3: A technician designated by ORDINAIRE will visit the customer’s address to inspect the product to determine if it meets the exchange conditions.

Customers can also transport the product to the store themselves, provided they schedule an appointment in advance for a technician to assess the product. Alternatively, customers can use ORDINAIRE's delivery service and pay the transportation fee according to the company's rate.

Step 4: ORDINAIRE will notify the customer of the inspection results. If the exchange request is approved, ORDINAIRE will proceed to retrieve the old product and deliver the new one to the customer.