Before making a transaction to purchase goods provided by HÄFELE Cambodia, Häfele creates the most favorable conditions for Customers to access, know, listen and read and understand these Warranty Terms and Conditions (“Policy” or “Warranty Policy”) on Häfele’s website at:  https://hafele-cambodia.com/  and/or in writing directly at Häfele’s wholesale and retail distribution locations.

By agreeing to purchase, you have listened to/read this Policy carefully and will only make a transaction when you have clearly understood and agreed to all the warranty terms under this Policy.

In case of any complaints related to the content of the Warranty Policy after the transaction is made, Häfele will only consider resolving them if there is a legitimate reason and if this Policy contains provisions that violate the prohibition of the law.

SECTION A – GENERAL WARRANTY TERMS

Häfele products and goods that are not covered by the exceptional warranty in Part B below will be subject to the following general warranty policy:

I. WARRANTY PERIOD

1. Products are fully warranted against defective materials or manufacturing defects, including repair and service for a period of  12-24 months  from the date of purchase depending on the product.

2. Exceptions to the  2-year warranty period (from the date of purchase)  apply once to all Häfele brand sinks and basins   except for Accessories which are 2 years.

3. Accessories and Components purchased separately not included with the product: 6-month warranty at Häfele

II. GENERAL WARRANTY POLICY

1. Warranty conditions and warranty scope:

1.1 The warranty applies to equipment imported by Häfele and distributed through Häfele retail stores or authorized Häfele dealers operating in Cambodia; and

1.2 The warranty applies to products and goods that are defective due to the Manufacturer or Häfele’s fault; and

1.3 Customers requesting warranty must present the electronic warranty card or purchase invoice (from Häfele or from an authorized Häfele dealer) when requesting warranty; and

1.4 The product requiring warranty is defective when used by the Customer for household consumption purposes and not for other business or commercial purposes.

1.5 The product requiring warranty must be within the warranty period and not fall under cases outside the warranty scope.

2. Cases outside the warranty scope:

2.1   Cases not covered by warranty

a) Product is out of warranty.

b) Products are not warranted in Cambodia, except for products with global warranty based on Häfele’s Warranty Policy.

c) The equipment has been tampered with, abused or damaged during transportation or use.

d) The product is damaged due to abnormal voltage changes or unstable power supply.

e) The product is damaged due to normal wear and tear, accident, fire, misuse, improper cleaning (including exterior, interior, and various types of sanitary filters), improper maintenance and servicing, inadequate or incorrect installation, incorrect installation and operation, excessive use, use beyond the manufacturer’s design and recommendations, incorrect voltage, damage caused by external forces.

f) Products infested with insects, pests including but not limited to animals such as lizards, cockroaches, rats, etc.

g) Natural Disasters or Force Majeure Events, including but not limited to fire or liquid damage.

h) Spare parts that require replacement during normal use due to wear and tear due to reasons typical of the product, including accessories. Depletion of consumable components such as filters, air bubblers, batteries and wear and tear of consumable components such as gaskets, plastics.

i) Cases of breakage (including but not limited to fragile components such as glass, lights, etc.), scratches, rust, peeling paint, aging, etc. during product use.

j) Product damage due to use of poor quality batteries for battery-powered products (Genuine Alkaline batteries are recommended).

k) Allowable product tolerance to achieve quality goals, but not affecting the usability of the product.

l) The product is used for purposes other than normal consumption.

m) Products under warranty must be stored separately according to Häfele’s policy or the instructions of each respective product type.

2.2 Cases of loss of warranty

a) The device serial number or the electronic warranty card has been altered, tampered with or removed.

b) The product is being installed, maintained or operated not in accordance with the recommendations of Häfele or the Manufacturer.

c) Use beyond the allowable load and parameters of the Product.

d) The product develops an error during installation, repair, intervention, change of product characteristics, addition of non-genuine components or accessories or disassembly by any person other than Häfele technicians or Häfele’s TTBHUQ staff.

e) The Customer fails to provide a suitable environment for the Product, including but not limited to failure to provide a suitable power/water supply, power failure allowing foreign objects such as liquid, moisture or dust to enter, excessive temperature, scale (lime), corrosive surroundings such as cement plants, livestock farms etc. leading to chemical reactions or impacts on the product.

3. Other terms

3.1 Häfele reserves the right, on a case-by-case basis, to impose additional costs or to refuse warranty service (even during the warranty period) when the product is installed in locations that are inaccessible or dangerous to Häfele technicians, employees or Häfele’s Customer Service Center employees.

3.2 Häfele’s decision is based on the results of determining all causes related to the complaint about defects, damage, loss of the Product.

3.3 Häfele’s agents, stores, employees, TTBHUQ are not allowed to modify or extend the terms of this warranty in any way.

3.4 The purchase shall not be subject to any claim under this warranty for personal injury, property damage or consequential damages. In the event of a claim for damages arising outside the contract and outside the scope of this Warranty Policy, Häfele shall only be liable for damages in the event that defective goods supplied by Häfele cause damage to the life, health or property of the consumer, except in cases where the defect of the goods could not be detected with the scientific and technical level at the time Häfele traded the goods for the consumer. In all cases, the party claiming damages shall have the obligation to prove that the loss or damage under this clause is directly caused by the defect of Häfele’s goods.

3.5 Under this warranty, Häfele is responsible for repairing or replacing defective products. The warranty does not cover any loss or damage directly or indirectly caused by the Products.

3.6 This Warranty does not entitle the Product to be recalled for any indirect, incidental, special or consequential fault under any circumstances.

3.7 Our Company reserves the right to inspect any Product prior to replacement.

3.8 All defective, damaged or defective parts, components or products replaced under this warranty shall become the property of Häfele.

4. Exchange similar new products for customers in the following cases:

4.1 The Product’s defects cannot be repaired or cannot be fixed. If the repair or fix time exceeds 05 consecutive months from the date of warranty receipt, Häfele will accordingly try to arrange a replacement product with similar functions to the defective Product and is being requested for warranty for the Customer to use while waiting for the warranty to be completed.

4.2 Warranty has been performed three (03) times or more for the same defect or another number of times as prescribed by Häfele but the defect is still not resolved. The determination of the number of warranty times performed as a basis for exchanging a new similar Product will be considered and decided by Häfele in each specific case.

5. Warranty period for renewed Products:

If at the time of replacement: the warranty period for the replacement Product will be the remaining warranty period of the first purchased defective Product.

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6. Forms of exchanging new products:

Exchange for the same type of product with similar features or exchange for the same type of product with more advanced features. Depending on the actual situation, the parties will agree on the remaining value of the damaged product to be replaced as a basis for exchanging for a new similar product according to this clause. Accordingly, the parties will agree on the difference between the price of the new replacement product and the defective product to be replaced that one party must pay back to the other party at the time of exchanging the product.

SECTION B: SPECIFIC WARRANTY AND STORAGE TERMS

In addition to the provisions of the General Warranty Terms, Häfele will give priority to applying separate warranty policies and regulations for the products mentioned below:

I. DISPLAY GOODS

1. Scope and subjects of application:  Applicable to Customers who purchase goods that are display products from Häfele’s legal agents and distributors nationwide.

2. Warranty period :

2.1 For Products with a  1-year Warranty period : the applicable warranty period is  12 months  from the date of sale to  the last Customer  but not more than 24 months from the date of shipment (whichever comes first).

2.2 For Products with a 2-year Warranty period: the applicable warranty period is 24 months from the date of sale to the end consumer but not more than 24 months from the date of shipment (whichever comes first).

2.3 For Products with a Warranty period of 02 years or more: the applicable warranty period is 24 months from the date of sale to the Customer who is the final consumer but not more than 48 months from the date of shipment (whichever comes first).

2.4   Other regulations:  Displayed goods must meet the regulations on conditions and policies in Häfele’s General Warranty Terms.

II. HOUSEHOLD APPLIANCES :

Cases not covered by warranty:  In addition to the cases specified in the General Warranty Terms, electrical household appliances will not be covered by warranty if:

Installation accessories, separate accessories included with the machine such as: Base, grill, refrigerator tray, components or spare parts, glass accessories (such as kitchen glass surface), …

III. SINK

1. Product defects covered by warranty ( when the customer receives and checks the goods ) are as follows:

1.1 Color is not uniform on the surface.

1.2 Defects, cracks due to temperature as well as air bubbles appear on the surface.

2. Cases not covered by warranty

2.1 Improper installation, incorrect drilling, cutting and engraving errors due to installation process or product has been changed from original

2.2 Abuse or misuse (damage caused by heavy objects falling into the sink, or placing pots and pans hotter than 1800C in the sink).

2.3 Scratches caused by rubbing with scouring pads, abrasives, detergents or other sharp objects. Improper use such as contact with corrosive chemicals.

IV. CONSTRUCTION ACCESSORIES & HARDWARE ACCESSORIES (AH, FF)

For lighting equipment

Cases not covered by warranty:

ü The product has been cut and the electrical cord that comes with the product has been connected.

ü Installation and use not in accordance with electrical safety regulations.

ü Use a number of lamps with a total capacity lower than the minimum required capacity of the transformer for a 350mA system.

ü Use a number of lamps with a total capacity exceeding the transformer’s capacity limit.

SECTION C: WARRANTY AND REPAIR SERVICES

I. STANDARD REPAIR AND WARRANTY SERVICES

1. Warranty repair service at TTBHUQ :

1.1 Applicable to Products in Group A

1.2 List of product groups posted at  https://cskh.hafelevietnam.com.vn/

1.3 Customers contact and directly bring the Products to Häfele’s retail stores nationwide.

1.4 The Customer shall pay all costs incurred for repairs for replacement parts, labor and other costs (if any) for cases outside the warranty scope.

2. Repair, maintenance and warranty services at customer’s home

2.1 Applicable to Products in Group B.

2.2 List of Product groups posted at  https://hafele-cambodia.com/

2.3 To use the warranty, repair and maintenance service at home, customers contact Häfele directly via Telegram. In case the customer contacts TTBHUQ, TTBHUQ must notify Häfele hotline before performing the service at the customer’s home. TTBHUQ will set up an appointment so that the warranty is most convenient for the customer.

2.4 The Customer shall pay all costs incurred for repairs of replacement parts, labor and other costs (if any) for cases outside the scope of the warranty as specifically specified.

3. Home installation service

3.1 Applicable to products in group C

3.2 List of product groups posted at  https://hafele-cambodia.com/

3.3 To use the installation service, customers contact Häfele by Telegram (free of charge). In case the customer contacts TTBHUQ, TTBHUQ must notify Häfele hotline before performing the service at the customer’s home. TTBHUQ will set up an appointment so that the warranty is most convenient for the customer.

3.4 Installation fee schedule: refer to  https://hafele-cambodia.com/

3.5 The customer shall pay for any additional installation components (if any).

II. IMPLEMENTATION PROCEDURE

1. Contact information

Web : https://hafele-cambodia.com/

2. Information to be provided

2.1 Warranty card (if any).

2.2 Purchase invoice.

2.3 Information about: buyer’s name, phone number, contact email.

2.4 Description of the defect, damage or reason for the warranty claim.

2.5 Time required for implementation.

3. Warranty time and location

3.1 Location of implementation: according to standard warranty service policy

4. Commitment to support policy during warranty processing period (if any):

4.1 Fully perform the warranty obligations committed to customers for goods, components and accessories provided by us.

4.2 Provide consumers with a warranty receipt, clearly stating the warranty period.

4.3 Exchange similar new goods, components, accessories or recall goods and refund money to consumers in case the goods, components, accessories have been warranted three times or more for the same error within the warranty period but the error still cannot be fixed.

5. Warranty implementation process

ü   Step 1 : Receive request information.

ü   Step 2: Issue the warranty receipt and receive/check the Product, check the warranty conditions and the scope beyond the warranty.

ü   Step 3: Perform product warranty, repair beyond warranty (if any).

ü   Step 4: Hand over the product and sign the handover minutes recording the current status after warranty/repair.

INSTALLATION NOTES

HOME APPLIANCES · For Class 1 equipment (according to IEC standards) and for use only with earthed electrical connectors.

· Install according to the manufacturer’s instructions (included with the product).

· Provide minimum ventilation (as per manufacturer’s instructions).

· For electric and induction cookers: need to have insulation from the cabinets below.

· For gas stoves: Always test for gas leaks with soap or a specialized tool immediately after installation.

· The product must be cleaned and wiped properly according to instructions during use.

SINK a. The product should be installed at the final stage of construction.

b. If the product is installed during construction, measures must be taken to cover and enclose the product to avoid damage to the product surface.

c. Clean the sink after each use with hot water and detergent. Use a soft towel/cloth to wipe away stains, stains will be easily wiped away.

d. Common stains caused by food, easily removed liquids (tea, coffee, juice, etc.), should be cleaned immediately. Use hot water, detergent and a soft cloth.

e. Difficult to remove stains such as ink, oil or paint should be cleaned immediately by wiping with a soft cloth dampened with alcohol.

f. Corrosive powders, creams or toxic chemical products must never be used.

g. During use, a layer of lime will accumulate at the bottom of the basin. This layer will gradually thicken and make the basin susceptible to dirt and stains. To avoid this situation, you should clean it twice a week according to the following procedure:

· Cover the bottom of the pot and add water mixed with vinegar, soak for a few hours.

· Use a sponge to scrub the limescale and dirt until they are removed.

· Rinse with water.

h. Clean regularly and properly (at least 1-2 times/week)

SANITARY EQUIPMENT · Always drain the water in the pipe before connecting the product. To avoid dirt inside the pipe clogging the filter.

· Do not let the product come into contact with corrosive chemicals such as: gasoline, strong detergents, high chlorine concentrations, acetone solvents, acids, benzene, etc., which will cause the product to rust.

· Clean the product only with warm soapy water or a soft cloth, then rinse the product and let it dry naturally. This can prevent dirt from remaining on the surface of the product after each use.

· Do not let soap or detergent dry on the product surface.

CONSTRUCTION ACCESSORIES & HARDWARE ACCESSORIES (AH, FF) · Most products will be assembled at the final stage.

· If installed during construction, the product must be covered.

· Do not let dust, stone powder, or wall putty fall inside or on the surface of the product.

· Do not let the product come into contact with corrosive chemicals such as: gasoline, strong detergents, high chlorine concentrations, acetone solvents, acids, benzene,

· Recommended chemicals for surface cleaning and product preservation are RP7, WD40, Autosol with a soft, dry cloth.

SMART PRODUCTS · Most products will be assembled at the final stage.

· If installed during construction, the product must be covered.

· Do not let dust, stone powder, wall putty, etc. fall inside or on the surface of the product.

· Do not let the product come into contact with corrosive chemicals such as: gasoline, strong detergents, high chlorine concentrations, acetone solvents, acids, benzene, etc.

· Check and replace batteries periodically every 3-4 months, use Alkaline batteries for all products using batteries.

· It is recommended that customers leave 01 mechanical key outside the apartment for use in case of emergency.