Return Policy
1. Exchange Policy
Customers have the right to request an exchange within thirty (30) days from the date of purchase (based on the purchase invoice). After the thirty (30) days, Dalton will not accept any exchanges.
The value of the exchanged product must be equal to or higher than the value of the previously purchased product. In cases where the exchanged product is out of stock or discontinued, customers can exchange for another product of equivalent value or a product with a higher value by paying the difference.
If a customer has placed a deposit to hold a product, any changes to the delivery item list will be handled on a case-by-case basis.
The product to be exchanged must meet the conditions for exchange as outlined below.
2. Exchange Conditions
Products will only be accepted for exchange or return if they meet the following specific conditions:
- No signs of use; the product must be in its original packaging and manufacturer’s packaging.
- No defects in appearance (scratches, dents, discoloration, cracks, etc.).
- Complete packaging, boxes, and accompanying accessories and gifts (if any).
- All accompanying documentation, such as delivery notes and warranty cards (if any).
If all the above conditions are met, Dalton will proceed to exchange the product for a new one for the customer. Customers will bear all shipping costs incurred when exchanging or returning products.
In cases where the speaker has a manufacturer defect, Dalton will proceed with the exchange, and the customer will not incur any costs.
If the conditions mentioned above are not met, the product will not be exchanged. Instead, the product will be reviewed for warranty according to Dalton’s policy.
3. Procedure for Exchanging and Returning Products
Customers need to follow these steps:
Step 1: Customers contact the Hotline or sales staff, providing detailed information about the product they wish to exchange or return, including: order number, product name, product defect (detailed description and additional photos via Zalo/Facebook/email if requested), and assistance needed.
Step 2: Dalton will check and verify the information regarding the exchange or return request.
Step 3: Dalton’s sales staff will confirm the exchange or return request and designate the location for receiving the exchanged product.
Step 4: Customers transport the goods to the location designated by Dalton’s sales staff.
Note:
Customers must include the following documents and items:
- Sales invoice or attach a note with the order number (if applicable);
- Value-added tax invoice (if applicable);
- Accessories that came with the product and promotional gifts (if any).
When preparing to send the product, customers need to pack and cushion the product as it was originally and according to the shipping requirements to avoid breakage or damage during transit.
