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1. Warranty period and warranty registration method

  • Warranty period:

    Our products will come with 12-month guarantee from the date of installation / the time of purchase (on the invoice) or within 18 months from the date of manufacturing (on product stamp). Warranty policy does not apply for all filters and RO, Nano membrane.
    During the warranty period, the product is repaired free of charge if the problem is caused by the manufacturer’s fault and determined by Coway Vina’s technician.
  • Warranty registration method:

    Customers register for warranty in the following ways:

    • Option 1: Scan the QR code on the warranty card in carton box or warranty stamp attached to the product and fill in the warranty registration form on the website:
      >> www.cowayvina.com.vn/registration_policy.html
    • Option 2: Customers scratch on the warranty card/ warranty stamp to get the warranty code on and send a short message (SMS) to the switchboard number 8099 with the syntax CW [space] Warranty code to 8099 (fee 1,000 VND / 1 message)
    • Option 3: Customers can make a free-call log to Coway hotline:1800 556 892 and follow the instructions.
    Note: To ensure the benefit of customers, Coway Vina Co., Ltd only accepts the warranty registration within 05 days after purchasing
  • Warranty location:

    • On site-service warranty: Coway Vina will provide a on site-service warranty for customers who are in Hanoi, Ho Chi Minh, Bac Ninh, Hung Yen, Vinh Phuc, Hai Duong, Ha Nam, Nam Dinh, Thai Binh, Ninh Binh, Thai Nguyen, Bac Giang, Hai Phong, Quang Ninh, Hoa Binh, Phu Tho, Thanh Hoa, Dong Nai, Binh Duong, Ba Ria – Vung Tau, Long An, Tien Giang, Can Tho
    • In case Coway Vina can’t do on-site service warranty or the defected product needs to be sent back to the Coway Vina’s Dream Service Center (DSC) for checking and repairing, Coway Vina will ask a courier to pick up the product at customer address or customer can send the defected product directly to Coway Vina’s DSC from the nearest post office. After fixing, Coway Vina will send the product back to customer (all of shipping fees will be charged to Coway Vina)
    • Warranty service at Coway Vina’s DSC: Customers who are in other provinces and cities, will asked to send the defected product back to Coway Vina’s DSC as the following address (all of shipping fees will be charge to Coway Vina):
    In Hanoi: At no. A2 Lô 06-07, Shophouse To Huu, Van Phuc Ward, Ha Dong District, Hanoi
    In Ho Chi Minh city: At no. 34, Street 20, Him Lam Residential Area, Tan Hung Ward, District 7, Ho Chi Minh City
    Note: The defected product must be informed and verified by Coway Vina Co., Ltd ‘s P.I.C before sending back to Coway Vina’s DSC. Customer should contact hotline 1800 556 892 and follow instruction

2. Warranty term & conditions

  • (1) The product must be under warranty period and registered for warranty in accordance with regulations
  • (2) The products were purchased from Coway Vina’s authorized distributors or our official stores in Vietnam.
  • (3) In case of force majeure that the customer cannot register for warranty on time, customer needs to provide the purchase invoice, warranty card or warranty stamp and the serial number on the product label
  • (4) The product has to installed by Coway Vina’s technicians or by Coway Vina’s authorized distributors/service centers unless the installation is not required
  • (5) Customers follow strictly with the product manual
  • (6)Customers who require for warranty contacted to Coway Vina’s DSC at Hotline 1800 556 892 (Fee-call) or sent an email to cs@cowayvina.com.vn. Call center’s working hours is from 08AM - 12AM in the morning and from 13PM to 17PM in the afternoon

3. The other situations are not covered by warranty policy

The product is not under our warranty policy if:
  • (1) The product is out of warranty period
  • (2) The customer buys or owns the product illegally or from an unofficial channel.
  • (3) The customer does not register for warranty as prescribed and cannot provide a valid warranty stamp/warranty card and purchase invoice.
  • (4) The customer installs the machine on his discretion, or the installation is done by unauthorized agencies/individuals.
  • (5) Customer misuses, breaks scratch the product or fails to comply with the instructions on installing and using the product, which leads to damage the product. The external defects, scratches, tears due to external impacts will not be warranted.
  • (6) Product is damaged due to incorrect use of power source and excessive water pressure; or due to improper use of the product which is not recommended by the manufacturer; or using the product beyond the product's safety features or by using non-genuine Coway Vina’s parts.
  • (7) Product is damaged in force majeure conditions (war, natural disaster, flood, fire, accident, pest, etc) and caused by poor product preservation, by insects or reptiles.
  • (8) Coway Vina Co., Ltd. is not responsible for any damages/ defects if the repairing is not done by Coway Vina’s technicians or Coway Vina’s authorized service centers.
For the products that are not under warranty policy, Coway Vina Co., Ltd. provides a chargeable repairing service upon customer request. The service fee and spare part price list (in case of changing spare parts) will be provided by Coway Vina’ Dream Service Center and be confirmed by customer before service processing.

4. In case of warranty in the form of product exchange

In some cases, customers are entitled to warranty in the form of product return/exchange

4.1. Products have technical errors from manufacturer within 07 working day from the date of delivery or installation

  • Product exchange conditions:
    • Customers have the right to change products with the same model or return if it has problems due to manufacture’s defect and cannot be handled immediately and confirmed by Coway Vina's technician.
    • The product is identified as genuine (based on purchase invoice; identification stamp and warranty registration).
    • The product has its original seal, warranty stamp and full accessories as original.
    • The condition of the product at the time of exchange/return must be intact, not scratched, distorted, cracked, impacted, damaged, stained, damp by chemicals...
    • The consumables as: filters, membrane…will be not covered by our exchange policy. The free exchange will be applied for the customers who agrees to use the current RO, Nano membrane, filters. On the contrary, customer will be charged an extra fee (equivalent to the value of RO, Nano membrane and filters) if they want to exchange all the used RO, Nano membrane and filters.
  • Time for submitting exchange request:
    Within 07 working days from the date of shipping or installation.

4.2. Other special cases applying product exchange policy

  • The product is still in warranty period, but Coway Vina stop selling that kind of product and spare parts are not available.
  • The product got more than 3 same type defects in warranty period
  • The product got more than 4 different defects in warranty period
  • The product was damaged when is in shipping or installation
  • The product was lost during in house repair at Coway DSC
  • The product is impossible to repair within the storage period of AS parts

5. The chargeable service fee for the product is not under warranty policy

  • The chargeable service price list as following detail:
  • For customers who are in Ha Noi & Ho Chi Minh city: On-site repairing service by Coway technician is VND 200.000/1 times + chargeable spare part cost (if any)
    For customers who are in other areas: : Customer will be requested to send the defected product directly to the nearest Coway Vina’s DSC via a transporation vendor fixed by Coway Vina. The shipping fee will be charge to customer.
    DSC will check and inform customer repairing fee and changing part fee (if any) in advance. The service fee = VND 100.000/1 times + chargeable spare part cost (if any)..
    After completed repairing, customer pay service fee, Coway Vina will send the product back to customer house and support shipping fee.
    Customer's information

    Please submit detail address, including House Number, Street Name

    Place of Purchase
    Product's information