SAOTRUCVIET is committed to providing Vietnamese bamboo flutes and traditional musical instruments that are carefully crafted and thoroughly inspected before shipment. We strive to ensure product quality and provide customer support throughout the product ownership experience.
1. Warranty Period
SAOTRUCVIET provides a 10-year warranty for flute products, except for products with a different warranty period clearly stated on their individual product pages.
The warranty period begins on the date the customer receives the product, unless otherwise specified.
The warranty covers issues that fall within SAOTRUCVIET’s responsibility, subject to the terms and conditions outlined below.
2. Warranty Coverage
The warranty covers technical defects or manufacturing and craftsmanship defects arising during production that fall within SAOTRUCVIET’s responsibility.
After inspecting the product and determining the cause of the issue, we will offer an appropriate solution, which may include:
- Repairing the product, where possible.
- Replacing the defective product or component, where appropriate.
- Offering another suitable resolution after discussing it with the customer.
Each warranty claim will be assessed based on the order information, the actual condition of the product, and the cause of the issue.
3. Exclusions from Warranty Coverage
As our flutes are made from various materials, including bamboo, trúc, nứa, wood, plastic, and other materials, certain natural characteristics or changes in these materials are not considered warranty defects.
The following cases are not covered by the warranty:
- Natural material characteristics, such as variations in color, grain, spots, texture, or other natural differences that do not significantly affect the product’s functionality.
- Natural changes in the color or surface of bamboo, trúc, nứa, and wood during use.
- Cracking, breakage, warping, or other damage caused by impacts, dropping, improper use, or external factors.
- Damage resulting from improper storage or excessive exposure to water, moisture, high temperatures, or direct sunlight.
- Damage caused by unauthorized repairs, alterations, modifications, or structural changes to the product.
- Normal wear and tear resulting from use.
- Damage caused by misuse or failure to follow the product care instructions.
These cases will be assessed based on the actual condition of the product. If an issue is determined to be a craftsmanship defect for which SAOTRUCVIET is responsible, the product will still be eligible for warranty consideration under this policy.
4. How to Request Warranty Service
If you discover a problem with your product, please contact SAOTRUCVIET and provide the following information:
- Your order number or proof of purchase.
- A clear description of the issue.
- Photos or videos showing the condition of the product, if available.
After receiving your request, we will review the information, assess the possible cause, and guide you through the next steps.
Please do not attempt to repair or modify the product before contacting us, as this may affect our ability to determine the cause of the issue.
5. Warranty and Shipping Costs
If a product is confirmed to have a defect for which SAOTRUCVIET is responsible, we will cover the shipping costs associated with resolving the warranty claim. This includes the cost of shipping the product to us for inspection or repair and the cost of shipping the repaired product or replacement product back to the customer, where necessary to resolve the claim.
For cases that are not covered by the warranty, repair, replacement, and shipping costs will be discussed with the customer before any action is taken.
Please contact SAOTRUCVIET and obtain our instructions before returning a product. We will explain the proposed solution and the appropriate shipping arrangements to help avoid unnecessary costs.
6. Warranty Service for International Customers
SAOTRUCVIET serves customers in many countries. For international warranty claims, we will make reasonable efforts to assess the product through photos, videos, and online communication before requesting that the product be returned.
If a defect is confirmed to be SAOTRUCVIET’s responsibility, we will cover the related shipping costs in accordance with Section 5.
Customers are requested to coordinate with us to agree on the shipping method and any necessary procedures before sending a product. Any costs that fall outside SAOTRUCVIET’s responsibility will be communicated and discussed with the customer in advance.
7. Our Commitment
We value our customers’ trust and strive to provide quality products together with transparent, attentive, and responsible customer service.
SAOTRUCVIET will assess each warranty claim fairly and in good faith, seeking an appropriate solution while protecting our customers’ legitimate interests.
If you have any questions about this Warranty Policy or need assistance with a product you have purchased, please contact SAOTRUCVIET through the Contact page on our website.