Return, Refund & Warranty Policy

This policy outlines the terms and conditions regarding product returns, refunds, and product warranties for all orders placed with DTH Gift via the website congtyquatang.com.vn, hotline, email or other official communication channels.

DTH Coporate Gift is committed to conducting rigorous quality control inspections prior to dispatch to ensure that every consignment delivered strictly matches the exact models, quantities, custom printing content and quality standards mutually agreed upon.

1. Product Return Policy

1.1. Eligibility for Returns

Clients may submit a return or exchange request within 5 days of receiving their shipment if the products meet any of the following conditions:

Manufacturing Defects: The products have technical flaws or quality issues originating directly from the manufacturer.
Transit Damage: The goods are broken, cracked, deformed, or severely dented during the shipping and delivery process.
Mismatched Shipments: DTH Gift delivers the incorrect items, wrong models, mismatched colors, incorrect specifications or errors in custom printing/engraving content compared to the pre-confirmed order details.
Quantity Shortages: The shipment suffers from package shortages, missing accessories or missing components specified in the contract or purchase order.
Deviation from Approved Mockups: The final products fail to match the approved design proofs, samples, digital mockups or specifications mutually finalized between DTH and the client.

1.2. Return Eligibility Criteria

To be eligible for a return or exchange, the products must strictly fulfill the following conditions:

Original Condition: The products must be unused, unaltered, unmodified, and remain entirely in their original state.
Complete Packaging: All original packaging materials, accessories, instruction manuals, documentation or accompanying promotional items must be fully intact and returned.
Supporting Evidence: Clients must provide clear photographic or video evidence explicitly demonstrating the reported defect or damage.
Transit Damage Notification: For products that are broken, cracked, or damaged during shipping, clients must notify DTH Gift within 24 hours of delivery to ensure immediate verification and resolution.
Customization Cross-Checking: For orders involving custom logo printing, laser engraving, personalized artwork, or bespoke manufacturing, DTH Gift will cross-examine the items against the pre-approved design proofs, confirmation records and mutual agreements prior to authorizing any return or exchange process.

1.3. Return Exclusions (Non-Returnable Cases)

DTH Coporate Gifts does not accept returns or exchanges under the following circumstances:

Change of Mind: The client alters their internal requirements, changes their mind or no longer requires the products after the shipment has been successfully delivered in strict compliance with the confirmed specifications.
Client-Induced Damage: Product defects or physical damage resulting from improper use, faulty storage, accidental drops, heavy impacts, extreme heat exposure, chemical contact or any other mishandling originating from the client’s side.
Approved Customizations: Items that have been uniquely manufactured, custom logo-printed, laser-engraved, personalized with corporate messages or processed according to design proofs previously approved by the client – unless the structural or printing defect is directly attributable to DTH Vietnam.
Client Data Errors: Discrepancies arising from incorrect printing text, flawed design assets, wrong delivery addresses or any other erroneous information provided by the client that falls completely outside DTH Gift’s control.
Expired Return Window: Return or exchange requests submitted after the designated 5-day notification window specified in this policy.

1.4. Return & Exchange Fees

DTH Coporate Gifts will fully cover return and exchange expenses if the defect or error arises from DTH Gift, the manufacturer, or our designated logistics providers.

In cases where the error originates from the client’s side, the client shall be responsible for all related costs, including return shipping, specialized packaging, reprocessing or order handling fees (if applicable).

Each case will be individually inspected and verified by DTH Coporate Gifts to determine the root cause, after which a suitable resolution will be communicated to the client.

1.5. Submitting a Return Request

To initiate a return or exchange request, please contact DTH Coporate Gifts via our official channels:

Hotline: 0971 729 499
Email: lienhe@congtyquatang.com.vn
Website: https://congtyquatang.com.vn/

Upon receiving your request, DTH Coporate Gifts will guide you through providing the necessary photographic/video evidence, order details and return shipping address if required.

2. Refund Policy

2.1. Refund Eligibility

DTH Coporate Gifts issues refunds under the following specific circumstances:

Inability to Fulfill: DTH Coporate Gifts is unable to supply the products or proceed with the order due to stockouts, product discontinuation or other objective unforeseen factors.
Unavailability of Replacements: The items qualify for a return or exchange, but identical replacement models are out of stock or alternative solutions do not align with mutual agreements.
Mutual Order Cancellation: The order is cancelled by mutual consent and confirmed explicitly via verifiable channels (such as email, messaging, or official written documentation).
Pre-production Cancellation: The client has completed the payment, but DTH Gift has not yet commenced production, placed material orders or incurred any operational costs for the order.

2.2. Refund Processing Timeline

Refunds will be processed within 7 to 10 working days from the exact date when:

Both parties officially confirm the order cancellation;
A mutual refund agreement is finalized;
DTH Coporate Gifts successfully receives the returned items eligible for a refund;
The inspection, reconciliation, and validation process confirms that the order meets all refund criteria.

Note: The actual clearance time for funds to appear in your account may vary depending on the processing cycles of your banking institution, payment gateway or transaction method.

2.3. Refund Methods

All refunds are issued via bank transfer to the account designated by the client. To facilitate an accurate transaction, please provide the following bank details:

Full Name of the Account Holder.
Account Number.
Bank Name.
Bank Branch (if applicable).
Associated Order ID or Transaction Reference.

DTH Coporate Gifts holds no liability for failed transactions or unexpected delays resulting from incorrect or incomplete bank account details provided by the client.

3. Product Warranty Policy

3.1. Warranty Coverage & Scope

DTH Coporate Gifts offers warranty support for products covered by the original manufacturer’s warranty or under specific terms agreed upon at the time of order placement. Eligible coverage typically includes:

Technical flaws originating directly from the manufacturer.
Defects in materials, components, or product structure under normal operating and usage conditions.
Functional defects for products with specific mechanical or electronic operational features.
Other specific defects validated as warranty-eligible by the manufacturer, supplier or DTH Gift.

The specific warranty period varies based on the product line, manufacturer regulations or explicit terms stated in the quotation, contract, warranty certificate, or order confirmation.

3.2. Warranty Conditions

To qualify for warranty services, products must strictly fulfill the following requirements:

The product remains within its valid warranty period.
The defect does not stem from misuse, improper storage or any client-induced mishandling.
The product retains its original warranty seals, warranty cards, purchase invoices or verifiable order information.
The client provides clear photographic or video evidence describing the issue for preliminary evaluation.

The product has not been disassembled, modified, technically tampered with or structurally altered by any unauthorized third party not designated by DTH Coporate Gifts or the manufacturer.

3.3. Warranty Exclusions

DTH Coporate Gifts does not provide warranty services under the following circumstances:

Physical damage such as drops, heavy impacts, scratches, dents or breakage caused by user mishandling.
Damage caused by exposure to water, liquid ingress, chemicals, extreme temperatures, moldy environments or improper storage conditions.
Normal wear and tear resulting from routine daily usage over time.
Defects caused by using the product for unintended functions, violating instructions or unauthorized self-modifications.
The product’s warranty period has expired.

Issues related to custom printing, laser engraving or design assets that were explicitly approved by the client prior to mass production unless DTH Gift executed the printing incorrectly against the approved proof.

3.4. Warranty Resolution Methods

Depending on the physical and functional condition of the product, DTH Coporate Gifts will apply one of the following resolution methods:

Provide technical evaluation and expert consultation to troubleshoot the issue.
Perform repairs on the product where feasible.
Exchange the item for an equivalent replacement if the defect falls within the warranty scope and replacement stock is available.
Coordinate directly with the manufacturer or supplier to process the claim under their corresponding warranty infrastructure.

The total processing time for warranty services depends on product condition, defect severity, transit times and the specific terms outlined by the manufacturer or supplier.

4. Warranty Support & Contact Information

For any inquiries or assistance regarding product returns, refunds or warranty claims, please contact us via our official details:

Company Name: DTH Vietnam Trading Service Company Limited
Hotline: 0971 729 499
Email: lienhe@congtyquatang.com.vn
Website: https://congtyquatang.com.vn/
Address: 9/5 Nguyen Huu Tien Street, Tay Thanh Ward, Tan Phu District, Ho Chi Minh City, Vietnam
Tax Code: 0312996072