ThivanLabs offers free warranty for all products that the warranty time is still valid as shown on the bill or receipt. We also offer a full life maintenance with fee depending on each case and charged after-sale service such as the packet of high quality maintenance and replacement services in different periods of time.
1. FOR PRODUCTS DIRECTLY PURCHASED FROM THIVANLABS or DEALERS IN VIETNAM
The warranty policy as following is mainly applied to products which are directly purchased from ThivanLabs in Vietnam for use in Vietnam or abroad.
Time of warranty
ThivanLabs’s Warrant to the original purchaser for using the following ThivanLabs products in Vietnam for the Periods Indicated:
- Power Amplifiers, Integrated Amplifiers, Preamplifiers, Phono and DAC have a one (1) to three (3) years warranty for the problem of all components inside the product from the date of the original purchase from ThivanLabs or our distributors / dealers. This is not applied to the tubes used in the product.
- One (1) year warranty is applied to the standard product line.
- Three (3) years warranty is applied to the GOLD product line and flagship products.
- Vacuum tubes, if any used in the component get problem, is offered up to 7-days exchange for the product used in Vietnam and 20-days exchange policy for the product used outside Vietnam against defects caused by shipping or technical problem. The valid time of tube exchange starts from the date of shipping shown on the bill or receipt to the deadline as expressed above. For the tube defects by technical problem, to be offered a free exchange and warranty, the tube must be in its original condition and not be broken. No warranty or exchange for the broken tubes. For defects by shipping, please mind that you need inform ThivanLabs or dealers as soon as receiving your goods to get the free exchange and warranty, see details as following:
Damaged by shipping
In case of damage happening when shipping, please following the instruction below:
- Carefully check and test the component as soon as receiving.
- If there is the damage of the component and tubes, taking photos of all damage and immediately informing ThivanLabs by calling to customer service hotline (+84 902888924) or sending an email with the photos of damage to firstname.lastname@example.org. Contacting should be taken as soon as possible and must not be later than one (1) day.
- We base on the date you contact ThivanLabs to inform the damage in order to consider if we will offer the warranty and exchange or not.
What is Covered and What is Not Covered?
Except as specified below, this warranty covers parts and labor to correct all defects in materials and workmanship. The following is not covered by the warranty:
- Damage, deterioration, malfunction or failure to meet performance specifications resulting from:
- Accident, acts of nature, misuse, abuse, neglect or unauthorized product modifications.
- Improper installation, removal or maintenance, or failure to follow instructions supplied with the product.
- Repair or attempted repair by anyone not authorized by ThivanLabs to repair the product.
- Any shipment of the product returned to ThivanLabs for warranty or other purposes (claims must be presented to the carrier).
- Any cause other than a product defect.
- Cleaning, initial set-up, check-ups with no defects found, or charges incurred for installation,
removal, upgrade or reinstallation of the component.
- Any product on which the serial number has been defaced, modified or removed.
- Accessories, including but not limited to cables, mounting hardware and brackets, cleaning accessories, antenna and detachable power cords.
- Either outside or inside of the amplifier and/or Vacuum tube are broken or damaged on its mechanical.
- Warranty is void if purchase was made from anyone other than an authorized ThivanLabs dealer or without bill /receipt.
Who may enforce the warranty?
This warranty extends to products purchased directly from ThivanLabs or the authorized dealers. Purchasers should inquire of the dealer regarding the nature and extent of the dealer’s warranty, if any.
What will we pay for?
We will pay for all labor and material expenses for items covered by the warranty. Payment of shipping charges is discussed in the next section of this warranty.
How can you get service?
We recommend that the user should contact ThivanLabs to get consultation before sending the warranty products to ThivanLabs. The user can directly come to our offices in Vietnam, send email or call to our hotlines to get the consultation.
In the situation that the user needs to return the unit to ThivanLabs for service or repair of a possible defect, he must follow the following steps:
- Contact ThivanLabs for the consultation before send the warranty product back to us.
- If you bring the product to ThivanLabs for the warranty, please show the bill/receipt. If you ship the product to ThivanLabs for the warranty, please submit the images of the original bill/receipt along with description of the problem by email to email@example.com. Please mind that the blank or fade receipts will not validate the limited warranty for service by ThivanLabs. The original bill/receipt must contain the following information:
- The authorized ThivanLabs dealer’s name
- The date of purchase
- The unit’s sales price
- The buyer’s name and address
- The unit’s name and serial number (if displayed on the products)
- Deliver by one of these methods:
- Deliver with all freight and insurance charges prepaid and in its original packing container or equivalent, ship the product to ThivanLabs, 812/39 Truong Sa Rd., Ward 14, 3rd District, Ho Chi Minh City, VIETNAM or to your dealer’s address.
Please mind that we have no responsibility for the defect and damage caused by sender’s lack of carefulness in packaging the item.
- Hand-deliver the product to ThivanLabs (address noted above), your dealer or the nearest authorized service facility.
Limitation of implied warranties
All implied warranties, including warranties of merchantability and fitness for particular purchase, are limited in duration to the length of this warranty.
Exclusion of damages
ThivanLabs’s liability for any defective product is limited to repair or replacement of the product at ThivanLabs’s option. ThivanLabs shall not be liable for damage to other products caused by any defects in ThivanLabs products, damages based upon inconvenience or loss of use of the product, or any other damages, whether incidental, consequential, or otherwise.
2. FOR PRODUCTS PURCHASED FROM THIVANLABS DISTRIBUTORS / DEALERS OUTSIDE VIETNAM
ThivanLabs has different contracts and agreement with distributors in the world. Each country has different law, policy, cost and the authorized ThivanLabs distributors or dealers in the different countries may vary their warranty policy and offer. If you purchase the product from ThivanLabs authorized distributors and dealers outside Vietnam, please consult them to determine the details of your local warranty.