1. Scope of Application
This policy applies to all customers purchasing genuine products through the website store.pneit.net, managed and operated by PNE IT SOLUTIONS CO., LTD (“the Company”).
2. Product Information
- All products available on the website are genuine, sourced from the brands displayed on the storefront.
- Products are guaranteed to meet the features and technical specifications declared by the manufacturers and comply with applicable Vietnamese regulations.
- Product images and colors may differ slightly depending on display devices; the Company shall not be held liable for minor discrepancies that do not affect product quality.
3. Order Conditions
- Customers must provide accurate and complete information when placing an order: full name, phone number, delivery address, and payment method.
- The Company reserves the right to decline orders in the following cases:
- Inaccurate or unverifiable customer information.
- Signs of resale intent or abnormally large quantity purchases.
- Products are out of stock at the time of order processing.
4. Payment
- Accepted payment methods:
- Bank transfer
- E-wallet (if integrated)
- Orders must be paid in full (100%) before being processed.
- In case of unsuccessful or incomplete payment, the order may be canceled after six (6) hours if no response is received from the customer.
5. Order Confirmation and Processing
- Upon receipt of payment, the system will send an order confirmation via email/SMS.
- If the product is out of stock at the time of processing, the Company will:
- Contact the customer via phone or email.
- Offer a waiting period or propose cancellation.
- If the customer does not agree to wait, the order will be canceled and refunded within fifteen (15) working days.
6. Shipping and Delivery
- Products are delivered directly by LG Vietnam or third-party logistics partners designated by the Company or LG.
- Estimated delivery time: 5–10 working days, depending on the region and stock availability.
- Delivery form: factory-sealed packaging delivered to the project site entrance.
- Customers must inspect the package (integrity and correct model) before signing.
If severe damage or breakage is found, customers should refuse receipt and immediately notify the Company for assistance.
7. Installation Service
For products requiring installation, customers must contact the Company before placing an order to discuss conditions, costs, and service availability.
8. Return & Exchange Policy
8.1 Return/Exchange Due to Manufacturer Defects
Customers may request a free exchange for the same product/SKU within 15 days of receipt (based on the delivery receipt) if the product is found to have technical defects caused by the manufacturer, confirmed by the Company or a technician.
If the replacement product is temporarily out of stock, LG Vietnam will collect the defective product and issue a refund per the refund policy.
8.2 Return/Exchange at Customer’s Request
Customers may request a return or exchange for personal reasons (change of need, not suitable, etc.) under the following conditions:
- Product remains 100% intact and unused, still eligible for warranty per brand policy.
- No physical damage (cracks, scratches, deformation, etc.).
- Original packaging, accessories, documentation, labels, and barcodes intact.
- Valid purchase invoice or delivery note must be provided.
- Request must be made within 15 days of receipt.
- A restocking fee of 20% of the product value (based on invoice) applies.
Note: The Company reserves the right to reject return/exchange requests if any conditions are not met.
8.3 Non-Acceptable Return/Exchange Cases:
Return/exchange is not accepted in the following situations:
- Software issues (e.g., laptops).
- Improper use, installation, or maintenance.
- Exposure to humidity, dirt, liquids, or water.
- Damage due to force majeure: natural disasters, fire, oxidation, corrosion, etc.
- Missing or tampered labels, serial numbers, component IDs.
- Product tampered with or repaired by unauthorized individuals.
- Product not in its original condition.
- Damages not caused by manufacturer defects.
8.4 Shipping Fees for Return/Exchange:
- Manufacturer’s fault: Covered by the Company or LG.
- Customer’s reason: Customer bears all shipping costs.
9. Refund Policy
Applicable in the following cases:
- Order canceled due to stock unavailability and customer opts not to wait.
- Product eligible for refund per return/exchange policy.
Refunds will be issued within 15 working days from Company confirmation.
Refunds will be processed via the original payment method.
10. Warranty Policy
- All products are covered by LG Vietnam’s official warranty policy.
- Customers may contact the Company or LG’s authorized service centers for support.
- Refer to LG’s official warranty terms at:
https://www.lg.com/vn/support/warranty
11. Important Notes
- Purchases for resale, abuse of promotions, or misuse are not permitted.
- The Company reserves the right to refuse service permanently if fraudulent or exploitative behavior is detected.
- In cases of force majeure (natural disaster, epidemic, system failures, etc.), delivery may be delayed without fault attributed to the Company.
12. Order Cancellation Policy
- Customers may cancel their order within six (6) hours of successful placement and payment by contacting the Company directly via hotline or email.
- Order cancellation is not permitted once the order has been transferred to the shipping partner.
- If the cancellation is successful, a full refund will be processed within 15 working days via the original payment method.
13. Contact Information
PNE IT SOLUTIONS CO., LTD
- Address: [Insert company address here]
- Email: info@pneit.net
- Hotline: 028 8888 5789 (during business hours)
