If an item is delivered incorrectly, damaged in transit, or confirmed to have a manufacturing defect, our team will review the case and guide you through the most suitable resolution path.
1. Eligible cases
The delivered item does not match the confirmed order
The product is damaged during transportation under our arranged delivery flow
A manufacturing defect is verified by our team or the supplier
2. Return conditions
- The request should be raised within the support window confirmed for the relevant order.
- The product should remain in a condition suitable for inspection, together with the relevant order information.
- Any technical issue must be reviewed and validated before exchange or replacement is approved.
3. Cases not covered
Damage caused by improper handling, misuse, or self-modification
Requests made after the accepted support window has passed
Products that do not meet the inspection conditions needed for review
4. Process
1
Contact our team
Share the order details, issue summary, and supporting images if available.
2
Inspection and confirmation
We review the case and confirm whether exchange, return, or another remedy is applicable.
3
Logistics and resolution
If approved, we coordinate the return, exchange, or replacement flow with the customer.
Shipping cost note:
- For issues caused by us or a verified product defect, the handling cost is covered by Thien Ha Floor.
- For customer-requested changes outside the covered scope, the relevant transport cost may be borne by the customer.
Need return or exchange support?
Hotline: 0909.192.557 | Email: info@thienhafloor.vn