Return Policy

Return Policy

 

To ensure customer rights and improve post-sales service quality, Tron Lotus will support customers to exchange for a new product of the same type if the product encounters an immediate problem (due to technical errors from the manufacturer). The product can only be exchanged if it meets the following conditions:

  • The product must still have Tron Lotus' intact seal.
  • The product has been identified with technical errors by Tron Lotus' product quality inspectors.
  • The returned product must have its original packaging, foam (for fruit and agricultural products), all accompanying accessories (for handicraft products), and promotional gifts (if any) intact.
  • The returned product must not have any aesthetic defects (scratches, cracks, dents, yellowing, damage from preservation, temperature, etc.).
  • The returned product must have all the required documents (purchase documents, VAT invoice (if any), catalog, etc.).

Customers are not eligible for return and exchange under the following circumstances:

  • Customers want to change the product's type or design without prior notification.
  • Product malfunctions caused by customers' improper usage and storage.
  • Customers have damaged the external appearance of the product (torn packaging, scratches, cracks, etc.).
  • Aesthetic defects of the product (scratches, dents, yellowing, cracks, damage, etc.) found after the customers have checked and received the product.

 

Tron Lotus Vietnam's return and exchange procedures:

Customers can contact Tron Lotus' customer care hotline directly.

  • After receiving the Confirmation of Defects Certificate, the exchange or return process will be carried out in accordance with Tron Lotus' regulations.
  • The exchange or return process will be processed within 15 (fifteen) days from the day Tron Lotus receives all information and documents required from customers.

To assist customers in handling defective products, we will need their cooperation and request that they provide some information about the product, such as:

  • Details proving the product's damage or defect.
  • Order number and other information when required.

In case of complaints, we kindly request customers to describe the product they want to complain about in as much detail as possible. If possible, customers can provide a copy of the order or let us know the order number that we have provided in the Order Confirmation Document. If customers do not receive any response from us within 3 working days, please contact us again.

 

Thank you for choosing Tron Lotus!