General terms and conditions of sale


1. GENERAL

1.1. The Site is operated by ELECTROLUX VIETNAM LTD., Enterprise Code No: 0100831110 (“Electrolux”).

1.2. These general terms and conditions of sale (“Conditions”) apply from 24th Dec 2020 and are applicable to every offer, purchase order, order confirmation, delivery, invoice or agreement for the sale of products and services marked with a ‘buy-button’ (“Product” or “Products”) listed on the Electrolux online shop available at www.electrolux.vn (“Site”). The Products listed on the Site are sold by Electrolux to its customer (“Customer”).

1.3. The terms and conditions regarding the use of the Site and information about Electrolux use and handling of Customer’ personal data are available here https://www.electrolux.vn/en-vn/terms--conditions/ (Use of Site) and here https://www.electrolux.vn/en-vn/data-protection-policy/ (Data Protection Policy) and https://www.electrolux.vn/en-vn/cookie-guideline/ (Cookie Guidelines).

1.4. When placing an Order (as defined below), the Customer confirms that he or she is legally capable of entering into binding contracts. The Customer is a consumer as defined by Law No. 59/2010/QH12 on the protection of consumer rights, as may be amended from time to time (“Consumer”). If the Consumer is an individual, the Customer confirms that he or she is at least eighteen (18) years old when placing an Order. If the Customer is not a Consumer, Section 8 shall not apply and the Customer shall not benefit from rights as set out in Section 9 or any extended warranty referred to in Section 10.

1.5. The placing of an Order by the Customer and acceptance of these Conditions by ticking the confirmation box as part of the check-out process (ie by clicking “place order”) shall be considered as a binding acceptance of the Conditions by the Customer, to the exclusion of any other terms which are implied by trade, custom or practice. Variations from the Conditions shall only be binding upon Electrolux, if expressly agreed to in writing by an authorized representative of Electrolux. In the event of a conflict between the Conditions and any conditions expressly agreed in writing between Electrolux and the Customer, the provisions of the latter shall apply.

1.6. Electrolux reserves the right to change the Conditions at any time without prior notice. This will, however, not affect any existing Orders and the Conditions in place on the date when the Order is placed by the Customer shall be applicable to such transaction.

1.7. Applicable laws may require that certain communications to the Consumer shall be in writing. By accepting the Conditions, the Consumer agrees that any communications that shall be made in writing can be provided via SMS, email to Customer’s mobile telephone number, email provided by the Customer or by posting notices on the Site and that such communications shall be considered to comply with any legal requirement that the communication made by Electrolux to the Consumer shall be in writing. This condition does not affect the Consumer’s statutory rights.

2. PRODUCTS

2.1. The Products and their essential characteristics are described on the Site. Electrolux may change the composition, characteristics, or assortment of the Products on the Site and their presentation or packaging. Such changes shall not apply to Orders already submitted by the Customer unless the changes are required by law.

2.2. The images of the Products on the Site are for illustrative purposes only. Although every effort has been made to display the colors accurately, it cannot be guaranteed that a device's display of the colors accurately reflects the color of the Products. The Product may therefore vary slightly from those images.

2.3. All Products are subject to availability. Electrolux can only guarantee availability while stocks last. Should a Product placed in the cart run out of stock before the Order is completed the Customer will be informed and asked to remove the Product from the cart.

3. ORDERS AND ORDER ACCEPTANCE

3.1. The Customer places an order by completing the online checkout process on the Site (“Order”). Prior to approval of his or her Order, the Customer shall check the order summary and his or her delivery and contact information. The Order constitutes a binding offer by the Customer to purchase the Products detailed therein (“Ordered Products”). After an Order is placed, the Customer will receive an e-mail from Electrolux acknowledging receipt of the Order (“Order Receipt Confirmation”). This automated Order Receipt Confirmation is solely an acknowledgment of receipt of the Order and does not result in an acceptance of the Order or a binding contract of sale between the Customer and Electrolux. A binding contract of sale (“Contract”) between the Customer and Electrolux is constituted when the Customer receives an email sent by Electrolux confirming that the Ordered Product is accepted and is dispatched ("Order Acceptance and Dispatch Confirmation").

3.2. If, while processing an order, Electrolux discovers that all or parts of the Ordered Products are not available or for any reason cannot be delivered to the Customer, Electrolux will immediately and no later than four (4) days after the date on which the Order was placed inform the Customer about this upon which the Order will be cancelled. Electrolux will reimburse any amounts already paid to Electrolux by the Customer in relation to the Order or, in case of partial acceptance of the Order, the Ordered Products that were not accepted.

3.3. Electrolux will remain the owner of the Ordered Products and shall not be obliged to deliver any Ordered Products or perform any other obligation under a Contract until Electrolux has received final confirmation of payment in full of all amounts due by the Customer to Electrolux under the relevant Contract.

3.4. The Customer will be responsible for the accuracy of the e-mail address, delivery address, the mobile telephone number and all other information provided to Electrolux. If the Customer would discover that any information provided to Electrolux as part of placing an order is incorrect, the Customer shall immediately inform Electrolux’ Customer Service and provide the correct information. In the event that it would not be possible to correct the information due to the risk of fraud or for any other reason, Electrolux reserves the right to cancel the Order and will reimburse any amounts already paid to Electrolux by the Customer in relation to the Order.

3.5. The Customer is not allowed to unilaterally cancel any Orders without any valid reasons. If the Customer believes that he or she has a valid reason to cancel an Order, the Customer is to contact the customer care team and Electrolux will manage these on a case by case basis. If the the Order has not yet been processed in Electrolux warehouse (usually within a few hours of Order being placed), the Customer may be able to make some small changes (change of address, change of contact details, change of items in the order). Even so, Electrolux does not guarantee that these changes can be made.

3.6. Electrolux will have the right to make changes or cancel an Order in the following circumstances:
(i) 3 failed delivery attempts;
(ii) stock unavailability;
(iii) payment issues;
(iv) errors in price and/or in description of the Products before the Order Acceptance and Dispatch Confirmation is sent by Electrolux to the Customer.
Electrolux will inform Customer when it cancels an Order.

3.7. If the Customer order a Product that is not in stock, Electrolux will contact Customer and give the Customer the option of either cancelling /refunding his or her Order or keeping Customer’s Order on hold until the Product is back in stock.

4. DELIVERY

4.1. The Ordered Product will be delivered to the delivery address in accordance with the selected delivery option and within the estimated delivery time as specified in the Order Receipt Confirmation. Electrolux delivers from Monday to Sunday between 9.00 am to 8.00pm excluding public holidays. Once confirmed, an Order will be delivered within one (1) to three (3) days to delivery addresses in Hanoi and Ho Chi Minh City. For other areas, delivery will be completed within three (3) to five (5) days (Sundays and public holidays excluded) of Order Receipt Confirmation. During sales period or peak order seasons, there may be delays in deliveries due to the volume of orders that being processed.

4.2. The delivery dates provide on the Site and in the Order Receipt Confirmation are estimated delivery dates and non-binding. In the event that there is a change to the estimated delivery date provided in the Order Receipt Confirmation as a result of manufacturing delays or other unforeseen events, Electrolux will provide the Customer with a new delivery date or, if delivery is made through appointment as set forth in Section 4.4, contact the Customer to set a new appointment. If Electrolux is not able to deliver an Ordered Product within thirty (30) days after the Order was made by the Customer, and unless a later delivery date has been expressly agreed between Electrolux and the Customer, the Customer has a right to withdraw its Order in respect of the Ordered Product which has not been delivered and Electrolux will reimburse any amounts already paid to Electrolux by the Customer in relation to such Ordered Products.

4.3. Various delivery methods may be available to the Customer, depending on the type and size of the Ordered Products and the address to which the Customer would like the Ordered Products to be delivered. If Customer orders multiple Products, they will be delivered altogether at the same time. If any Product cannot be delivered at the same time or is not in stock at the time of delivery, Electrolux will contact Customer to agree on split delivery or delayed delivery.

4.4. If an appointment must be made for delivery to take place, Electrolux or a designated third party shall contact the Customer after the Order is placed to set an appointment for the delivery to take place on a specified date and time period and reconfirm the address provided at the time of placing the order.

4.5. If Customer purchased a Product, the Customer can defer the delivery by up to 14 days from time of order placement. Customer can contact Electrolux’s customer care team to arrange for that. This facility is not applicable for orders placed with COD payment option.

4.6. The Ordered Product is delivered to and will be under the responsibility of the Customer from the moment the Ordered Product is physically delivered to the Customer, or to any third party designated by the Customer to take delivery. Electrolux will attempt to contact Customer three (3) times to arrange delivery, if Electrolux fails to deliver the Ordered Product after three (3) times for a reason unattributed to Electrolux’ s fault, the Ordered Product will be sent back to the warehouse, the Order will be cancelled, and Customer will receive any eligible refund minus freight charges.

4.7. If the Customer would not take possession of the Ordered Product at the time of delivery, and this is not due to any fault of Electrolux, Electrolux will not refund any costs incurred by Electrolux relating to the delivery or any services ordered to be performed at the time of delivery to the Customer. If the Customer would like a new delivery of the Ordered Product, the Customer should contact Electrolux Customer Service. The cost for any new delivery and additional services ordered by the Customer, such as installation, will be paid by the Customer.

4.8. If the Customer would not order a new delivery of the Ordered Product or such delivery is not ordered within fourteen (14) days after the first delivery attempt failed, Electrolux may end the Contract through simple notice and at no additional cost to or compensation being due by Electrolux, other than the reimbursement of the price paid by the Customer to Electrolux for the Ordered Product, as the case may be less any costs incurred by Electrolux due to the return of the Ordered Product and/or any loss of value of the Ordered Product suffered since the first attempt to deliver.

4.9. If an Ordered Product shall be delivered with home delivery the Customer is obliged to ensure that it has protected floors, walls and thresholds, with extra precaution for walls and ceilings in confined spaces, and that there is free path without hindrance for the delivery of the Ordered Product and provision of any additional services ordered. Electrolux or any designated third party is not responsible for any damage incurred which is due to the Customer not having ensured sufficient protection of any surfaces or if such damage is otherwise not due to negligence or fault by Electrolux or the third party service provider.

4.10. It’s the Customer’s sole responsibility to make sure that the Product can be physically delivered to the final location: size of the staircase, size of the elevator, access to top floors. The following will apply for any delivery:
(i) Electrolux delivery partner will only deliver the product, without unboxing or installing it.
(ii) Electrolux delivery partner will ask Customer to sign a delivery note.

4.11. After successful delivery of the Order, Customer will receive an email with a copy of the invoice. For earlier access to the invoice, Customer can access “my account” and view the invoice under the order details.

5. INSTALLATION SERVICES AND ADDITIONAL SERVICES

5.1. The delivery of the Ordered Product will only include installation if this is expressly specified on the Site with regard to the Ordered Product or if the Customer has purchased the installation of the Ordered Product by adding it to the Order.

5.2. Subject to Section 5.1 the following conditions apply to any installation service performed by Electrolux or a designated third party:

1. Once the Ordered Product is successfully delivered, Electrolux may designate and authorize a third party (“Delivery Partner”) to carry out the installation service. The Customer acknowledges that Electrolux may, in accordance with its Privacy Policy, share the information necessary for the installation of the Ordered Product provided by the Customer with the third party designated by Electrolux for the performance of the installation service.

2. Electrolux or the designated third party will contact the Customer to schedule a date and time for the installation service to be performed (“Appointment”). If the Customer is not contacted by such designated third party within 2 working days, the Customer can contact Electrolux customer care team. The Customer agrees to allow the installer to visit his or her premises and carry out the installation service.

3. The installation will only take place if there is someone present at the designated premises during the Appointment and to allow entry to the premises. The installer will not wait past the scheduled appointment time, following which the Customer will need to schedule a new Appointment in which case an additional cost corresponding to the cost of a new installation service based on the current price list for such services may be charged. This applies also in cases where the first installation was included in the price of the Ordered Product.

4. The Customer is responsible for ensuring that the Ordered Product fits in the intended place and that hoses and cables, as relevant, are sufficient for the prepared socket. Installation always takes place on existing outlets for electricity and, where applicable, water and sewage. The Customer is also responsible for ensuring that at the time of installation and as relevant depending on the Ordered Product, there is electricity and/or internet connection available as well as existing water supply.

5. The Delivery Partner will visit the Customer’s home on the scheduled time, unbox and install the Ordered Product. They will test and inform the Customer on how to use the Ordered Product. Electrical installation is only performed on the extended electrical outlet / terminal block with the intended voltage for the product. The installation is carried out with the product cord that comes with the Ordered Product or the electrical cord from the old product if it is deemed by Electrolux or the designated third party to be in good condition. Moving electrical outlets or pulling out new ones is not included in the service.

6. The installation services do not include any form of carpentry work such as drilling holes in walls or cabinets. In some cases, the Customer may need installation accessories that are not included with the Ordered Product. In this case, the Delivery Partner will recommend what is needed. The Customer can purchase the installation accessories directly from the Delivery Partner so that the installation can be completed by them.

7. If the Electrolux or the designated third party installer deems that the work with an electrical installation can be considered dangerous or deviates from applicable laws and regulations, cause damage to persons and or the environment or is otherwise not considered appropriate, the installer has the right and obligation to not continue to perform the service.

8. Where the installer fails to carry out any installation service, or such service must be interrupted, due to (i) the Customer not having followed the installation requirements for the Ordered Product provided to Customer in these Conditions, on the Site or at any time prior to the start of the installation service, or (ii) any other interference or hindrance at the designated premises not due to any fault or negligence by Electrolux or the designated third party, the Customer will need to schedule a new Appointment at additional cost as agreed between the Customer and the installer or, as applicable, corresponding to the cost of a new installation service at an additional cost based on the current price list for such services. This applies also in cases where the first installation was included in the price of the Ordered Product.

9. The Customer is entitled to request that the Ordered Product is re-installed or a refund, as applicable, if the performed installation service has not been carried out in accordance with his or her statutory rights. Electrolux reserves the right to inspect and verify such a request. If the issue results from (i) any (installation) instructions provided by the Customer that was against the instructions of Electrolux or the installer, (ii) misuse, neglect, physical damage, tampering or incorrect adjustment, or (iii) normal wear and tear, Electrolux reserves the right to refuse awarding a refund to the Customer or to claim compensation from the Customer in case the installation service has nonetheless been performed twice. If the Customer is a Consumer, this does not affect the Consumer’s statutory rights. When a refund is to be awarded, Electrolux will process this as soon as possible and subject to Section 9.10. Unless otherwise agreed, the refund will normally be made by means of the same payment method originally used by the Customer when purchasing the Ordered Product.

5.3. Any cancellation or rebooking by the Customer of an Appointment for installation must be made at least forty-eight (48) hours before the scheduled installation time. If a cancellation/rebooking is made after this time, Electrolux will not refund any costs incurred by Electrolux relating to the installation to the Customer and the Customer will have to pay for a new installation of the Ordered Product at an additional cost. This applies also in cases where the first installation was included in the price of the Ordered Product or otherwise provided to the Customer at no additional cost.

5.4. It may for certain Products be possible for Customers to purchase additional services on the Site, such as extended warranties or special delivery conditions. Such additional services may be subject to specific general terms and conditions which in that case will be displayed and made available to the Customer before the Customer places an Order.


6. PRICES AND DELIVERY COSTS

6.1. All prices of the Products or additional services are as quoted on the Site and include applicable taxes. Unless indicated otherwise on the Site or during the check-out process, prices do not include delivery costs which are quoted separately on the Site. Prices are subject to changes at any time, but such changes will not affect the Orders which have been accepted by Electrolux by way of sending the Order Acceptance and Dispatch Confirmation to the Customer.

6.2. In the event that any information about prices on the Site is not correct and this was known or, due to the obvious nature of the inaccurate information, should have been known by the Customer, Electrolux reserves the right to, as agreed between Electrolux and the Customer, either update the Order with the correct price or cancel the Order through simple notice and at no additional cost to nor compensation being due by Electrolux, other than the reimbursement of the price paid by the Customer to Electrolux for the Ordered Product.

6.3. Prices for delivery or installation services are determined on the assumption that these services can be executed under standard conditions. If access to the place of delivery is difficult due to reasons attributable to, by way of example but not limited to, the presence of gates, narrow passages, traffic restrictions on heavy vehicles, reduced size of elevators, absence of elevators or hoists in case of deliveries to the upper floors, or deriving from the need to adapt the furniture to install the Ordered Product, the price for delivery or installation can be made subject to an additional cost to be agreed in advance between the Customer and Electrolux or the designated third party responsible for the performance of the service. If no agreement can be reached, the Ordered Product will remain in the possession of Electrolux, the designated transporter or installer. In such a case, Electrolux reserves the right to end the Contract through simple notice and at no additional cost to nor compensation being due by Electrolux, other than the reimbursement of the price paid by the Customer to Electrolux for the Ordered Product, as the case may be less any costs incurred by Electrolux and/ or loss of value of the Ordered Product suffered since the first attempt to deliver. Electrolux will also not refund any costs relating to the delivery or installation of the Ordered Product or any additional services ordered by the Customer which were scheduled to take place at the time of delivery and/or installation of the Ordered Product, as applicable.

6.4. In some cases, there may be errors on the prices being displayed on the Site. If Customer has completed his or her order with a wrongly priced product, and Electrolux has already sent the Order Acceptance and Dispatch Confirmation and if:

a. the erroneous price on the Site is lower than the actual price, Electrolux will not charge the Customer for the difference. In case the pricing error is huge enough that such can be remarkably obvious to the Customer in common practice while unbearable to Electrolux, Electrolux shall notify the Customer of such issue and reserve its right to cancel or change the Order. In such cases, Electrolux will, at its best effort, consider to facilitate the Customer’s legitimate request; or
b. the erroneous price on the Site is higher than the actual price, Electrolux will correct the Order, let the Customer know and refund to the Customer the difference (this may require the cancellation of Customer’s Order and placing a new one).

7. PAYMENT

7.1. Payment is limited to the options provided on the Site and includes cash on delivery (“COD”), major payment cards, installments and vouchers. Electrolux currently accept multiple credit and debit cards. Payments are processed through a secure payment gateway. Electrolux may change Electrolux’s offering of cards and banks.

7.2. The undertaking to pay given by means of a payment card is binding. By communicating the information on his or her payment card, the Customer authorizes Electrolux to charge his or her payment card for the amount corresponding to the total price of the Order all inclusive.

7.3. To this end, the Customer confirms that he or she is the owner of the payment card to be charged and that the name on the payment card is actually the Customer’s. The Customer shall provide Electrolux with such information regarding the payment card which is necessary for the transaction to be successful.

7.4. When payment is made by means of payment card, the money will be reserved when the Order is placed provided that the transaction is approved, and an Order Receipt Confirmation will be sent to the Customer’s email address. The payment card will be debited when the Ordered Products are ready for delivery to the Customer.

7.5. Electrolux shall implement every means to ensure the confidentiality and security of data transmitted on the Site.

7.6. If the Customer chooses cash on delivery method, the Delivery Partner will collect the exact amount under Customer’s invoice in cash. Collecting COD with payment cards are not currently available.

7.7. Electrolux offer the facility of payment in installment, during checkout. If this option is selected, the Customer can choose the tenor and see the monthly payments and total payment due. In some cases, Electrolux may offer to cover the interest rates on behalf of the Customer. Installments are offered through the Customer’s commercial banks.

7.8. The Customer can use a voucher code issued by Electrolux for partial or full payment.

8. 90 DAYS FREE TRIAL

8.1. Electrolux provides the Customer with a voluntary returns guarantee during a period of 90 days from the day the Customer places the Order for a number of products namely: washing machine, washer-dryer, dryer, built-in oven, free-standing cooker, cooktop, refrigerator, dishwasher, hood and air conditioner (“90-day-free-trial Product”). An ordered 90-day-free-trial Product can be returned under the voluntary return guarantee provided that the ordered 90-day-free-trial Product is complete, in its original packaging and in an unused and undamaged condition (fair wear and tear accepted) and, if the ordered 90-day-free-trial Product is a consumable, still sealed. The voluntary returns guarantee shall not apply to any services included as part of an Order to the extent such services has already been partly or fully performed by Electrolux or a designated third party or to ordered 90-day-free-trial Products falling within the scope of any of the following circumstances

1. the delivery of the ordered 90-day-free-trial Products which are not suitable for return due to health protection or hygienic reasons if unsealed by the Customer after delivery, or which are, after delivery, inseparably mixed with other items;
2. the delivery of the ordered 90-day-free-trial Products made to the Customer’s specifications or clearly personalized;
3. the delivery of the ordered 90-day-free-trial Products which are liable to deteriorate or expire rapidly;
4. urgent repairs or maintenance specifically requested by the Customer to be performed by Electrolux or a designated third party; and
5. an installation service or any other service ordered by the Customer which has been fully performed and the Customer has accepted that the performance of such service starts before [90 days from the day the Customer places the order.

8.2. The return right may be exercised by contacting Electrolux’ Customer Service by email or phone using the contact details provided on the Site. The notification should include order number, reason for return and contact details including pick-up address.

8.3. In case of return, the Customer shall return the ordered 90-day-free-trial Products no later than ninety 90 days after communicating his or her decision to return the ordered 90-day-free-trial Product.. For ordered 90-day-free-trial Products delivered through Appointment, the Customer shall contact Electrolux to agree on a time for collection of the ordered 90-day-free-trial Product. Collection is only available from the original delivery address provided at the time of Order delivery.

8.4. If the Customer returns the ordered 90-day-free-trial Product in accordance with Section 8.1, subject to Section 9, Electrolux shall, within fifteen (15) working days after having received the Ordered Product and all correct information relating to Customer’s bank account for the bank transfer purposes, reimburse all the payments received from the Customer relating to the ordered 90-day-free-trial Product, apart from the delivery costs and other incurred costs.

8.5. The voluntary return guarantee described in this Section 8 does not affect the statutory rights of the Consumer.

9. CONFORMITY, LEGAL RIGHTS, CLAIMS AND REFUNDS

9.1. The Customer shall inspect and examine the Ordered Product immediately upon receipt and verify whether the quality and quantity correspond to what has been contractually agreed. Any claim for non-conformity in quantity or for visible defects shall be notified to Electrolux within a reasonable time from the point where the non-conformity was discovered Product. Any such claim must be made in writing and shall include reasonably detailed information on the Ordered Product and the defects in respect of which the Customer raises the claim. This does not affect the Customer’s legal rights.

9.2. All the Products published for sale on the Site benefit from the legal warranty of conformity (“Warranty”) pursuant to Law No. 59/2010/QH12 on the protection of consumer rights, as may be amended from time to time. The Legal Warranty applies for a period of [two (2) years] from the Order Receipt Confirmation of the Ordered Product. The Customer can choose between either repair, replacement of the nonconforming Ordered Product, canceling the purchase or receiving a price reduction under article 445.1 of Civil Code 2015 as may be amended from time to time. If a Product is damaged or malfunctioning, Electrolux will repair it during the Warranty coverage are available at https://www.electrolux.vn/en-vn/support/general-warranty-terms-and-conditions/ (Warranty Terms and Conditions).

9.3. Deterioration of the Ordered Product due to normal wear and tear and any accessories and consumables is not covered by the Warranty, unless this is due to lack of conformity.

9.4. The Customer may contact Electrolux regarding any complaint or claim on the basis of the Warranty or any additional commercial warranty that may be applicable by contacting Electrolux customer service (contact details will be as set out on the Site). Electrolux will acknowledge any claim or complaint within five (5) working days and will seek to resolve it as soon as commercially reasonably possible thereafter.

9.5. Failure to comply with any of the following conditions, will cause the Warranty to no longer apply:

1. abuse or misuse of the Ordered Product contrary to the user instruction manual and/or the instructions on the packaging of the Ordered Products;
2. improper preventive maintenance of the Ordered Product;
3. alteration or modification of the Ordered Product which may result in damage to the Ordered Product or may cause the Ordered Product to no longer to operate as intended;
4. improper installation or storage of the Ordered Product; or
5. improper repair, modification or servicing of the Ordered Product performed by any unauthorized service personnel.

9.6. The Customer may contact Electrolux to arrange return or collection, or regarding any complaint or claim on the basis that the Ordered Product does not conform with the Contract or on the basis of any additional commercial warranty that may be applicable by contacting Electrolux Customer Service by email or phone using the contact details provided on the Site. Electrolux will acknowledge any request, claim or complaint within five (5) working days and will seek to resolve it as soon as possible.

9.7. Electrolux shall exchange similar goods, spare parts or accessories or take back the Ordered Products and refund any amounts paid by the Customer to Electrolux for the Ordered Products to the Customer if (a) Electrolux fails to repair or correct a defect within any committed timing further to the Customer’s claim properly made during the Warranty or (ii) Electrolux fails to repair or correct a specific defect which keeps occurring three (03) times or more during the Warranty.

9.8. Electrolux shall bear the cost of repairs and freights to transport the Ordered Products, spare parts or accessories from and to the residence of the Customer.

9.9. In the event that Electrolux provides a refund, Electrolux will refund (i) the price paid for the Ordered Product(s) and (ii) any add-on services that were charged but not used. Electrolux will not provide a refund for any add-on services that were charged but already used. The following will be applicable for refunds for Ordered Products purchased through the different modes of payment:

(i) For payments made by credit and debit cards, within fifteen (15) working days from the date Electrolux receives Ordered Products, the Customer will receive the eligible amount on the card originally used;
(ii) For payments made with installments, once the refund is authorized, fifteen (15) working days from the date Electrolux receives Ordered Products the Customer will receive the eligible amount on the card originally used. In the event the Customer is charged for interest on the card, the Customer will not be refunded for the period between the purchase and refund. The Customer may be subject to extra charges for early termination of installment depending on commercial banks;
(iii) For payments made with the cash on delivery option, Electrolux’s customer care team will ask for the Customer’s bank details to transfer the refund directly to the Customer’s account. Electrolux will refund the eligible amount to the Customer’s bank account within fifteen (15) working days from the date Electrolux receives Ordered Products and all correct information relating to the Customer’s bank account for the bank transfer purposes.

10. EXTENDED WARRANTY

10.1. In addition to the legal rights mentioned in Section 9.2, the Customer may be entitled to an extended warranty as indicated on the Site and in the invoice and the Order Receipt Confirmation.

10.2. Apart from the duration of the warranty period and unless otherwise stated in the separate terms and conditions for such extended warranty as provided on the Site, the extended warranty applies under the same conditions as those set out in Sections 9.

11. INSTALLATION AND USE

11.1. The Ordered Product shall always be installed and used in accordance with the instructions and warnings provided in the user instruction manual.

11.2. Unless installation service has been ordered via the Site or is expressly included in the Order, the Customer is responsible for the correct installation of the Ordered Product.

11.3. The installation of some Ordered Products requires the intervention of authorized and professionally qualified personnel to avoid the risk of damage to the premises and/or Ordered Products and/or to avoid personal injuries, with particular reference to the installation, use and maintenance of components for the use of gas, electrical equipment, hydraulic parts and related components. Always read and follow the user instruction manual and/or the instructions on the packaging of the Ordered Products.

11.4. To the extent possible under applicable law, Electrolux assumes no responsibility for claims attributable to unintended use of the Ordered Product, its incorrect handling or incorrect installation (other than when Electrolux, or an Electrolux designated the third party, has performed the installation).

11.5. For any information regarding the maintenance of the Ordered Products, the Customer should consult the user instruction manual or contact Electrolux’ Customer Service.

12. FORCE MAJEURE

12.1. Electrolux shall be legally released of, and not obliged to comply, wholly or partially, with any obligation in relation to the Customer in case of an unforeseeable event outside Electrolux’ control (force majeure), which shall include (but not be limited to) fire, explosion, quarantines, typhoon, flood, war, riot, stoppages of work, industrial action, any form of governmental intervention, breakdown of plant or machinery (including transportation), or any other circumstances outside the reasonable control of Electrolux.

12.2. During an event of force majeure, the obligations on the part of Electrolux are suspended for a period equal to the period during which the event of force majeure exists. If the event of force majeure continues for a period of more than two (2) months, either party may terminate the Contract affected by the event of force majeure with immediate effect by notifying the other party in writing thereof, without any compensation being due, other than the reimbursement by Electrolux of all amounts paid by the Customer to Electrolux for the Ordered Product.

13. LIABILITY

13.1. Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraudulent misrepresentation, or any other liability which may not otherwise be limited or excluded under applicable law.

13.2. Without prejudice to Section 9.2, Electrolux’s liability shall be limited to direct damages caused by its fraud, deception or intentional failure. Electrolux’s aggregate liability under any agreement arising out of or in connection with the Conditions shall in no event exceed the total amounts paid to Electrolux by the Customer during the term of such agreement. Electrolux’s liability for any single event shall not exceed the amount paid to Electrolux by the Customer pursuant to the Order Receipt Confirmation and the invoice to which the liability pertains.

13.3. If the Customer uses the Ordered Products for any commercial, business or re-sale purpose Electrolux will have no liability to the Customer for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. APPLICABLE LAW AND JURISDICTION

14.1. These Conditions are governed by the Vietnamese law and the Customer can bring legal proceedings in respect of the Ordered Products in the Vietnamese courts.


15. COMPANY INFORMATION AND CONTACT DETAILS

ELECTROLUX VIETNAM LTD
Enterprise Code No: 0100831110
Floor 1 & 15, Geleximco, 36 Hoang Cau, O Cho Dua Ward, Dong Da Street, Hanoi, Vietnam
Tel: 024 3857 4882
Email address: vncare@electrolux.com

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    1800 5888 99