Warranty policy of ONION SHOP

📜 WARRANTY POLICY & PROCEDURE – ONION SHOP

To ensure customer benefits and provide the best experience, Onion Shop applies the following transparent warranty policy and procedure:

🔹 Warranty Period

New products: 6 – 12 months warranty
Used products: 1 – 3 months warranty

⏱ The specific warranty period will vary depending on the product, Onion Shop will clearly inform customers at the time of purchase.

🔹 Replacement Policy

1-FOR-1 EXCHANGE for products:
- Defective due to manufacturer
- Defects arising immediately upon receipt

🔹 Warranty Procedure at Onion Shop

✅ Step 1: Warranty Reception

Customers contact hotline / fanpage / store within the valid warranty period
Customers provide the phone number used for purchase + video and the product's defect status
Bring the product to the store or send it by mail to the shop's address
Onion Shop will check and inform the results within 1–5 working days

✅ Step 2: Inspection & Defect Confirmation

Onion Shop will check the product's condition.
Determine defect:
- Manufacturer defect → proceed to warranty handling step
- User defect → shop will inform and advise on repair options (if any)

✅ Step 3: Warranty Handling

Manufacturer defect, initial defect:
👉 Apply 1-for-1 exchange (if an equivalent product is available)
Other cases:
👉 Send for warranty according to manufacturer's policy or support repair depending on the product

✅ Step 4: Product Handover

After the warranty process is complete, Onion Shop will notify the customer to pick up the product.
The warranty processing time will be specifically communicated depending on each case.

🔹 Note

The warranty policy does not apply to cases of:
- Dropping, impact, water damage
- Incorrect use, wrong power supply
- Unauthorized disassembly, repair
Onion Shop always prioritizes fast, clear, and transparent support for customers.

💚 Thank you for trusting and choosing Onion Shop.

Hotline: 02439135555
Address: NIC Building, Alley 7 Ton That Thuyet, Cau Giay