Warranty Claims, Return and Refund Policy
This Limited Warranty applies to physical goods, and only for physical goods, purchased from VNM Simulation., JSC (the “Physical Goods”).
Any warranties for your purchase will be disclosed with your purchase by our representatives or distributor. Failure to meet your warranty conditions for any reason will allow VNM Simulation to refuse further service.
What does this limited warranty cover?
This Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period.
During the Warranty Period, VNM Simulation., JSC will repair or replace, at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance.
What will we do to correct problems?
- For products purchased directly from VNM Simulation., JSC, VNM Simulation., JSC will provide remote technical assistance. If a defect is confirmed, VNM Simulation., JSC will send replacement parts and guide you through the process of repairing the Product at no charge. The customer is responsible for cooperating with VNM Simulation., JSC to repair/fit replacement parts and resolve the issue.
If the customer is in Vietnam and purchased the product(s) directly from VNM Simulation., JSC, VNM Simulation., JSC will retrieve the product, resolve the issue and ship the product back to the customer at no charge. VNM Simulation., JSC will cover all charges including 2-way shipping and all repair-related costs.
- For products purchased from a distributor, please contact your distributor for assistance following its terms and conditions.
How long does the coverage last?
The warranty period for all products is 12 months from the date of purchase or 18 months from the date of manufacture, whichever comes first. The warranty period is included on the product’s sell page on the website, packaging and/or on the product itself. To make a warranty claim, the original sales receipt must be presented as proof of purchase.
A replacement Physical Good or part assumes the remaining warranty of the original Physical Good. In case the product encounters a warrantable issue within the last 30 days of the warranty period, VNM Simulation., JSC will extend the warranty period by 90 days from the date the product is delivered back to the customer, fully repaired.
Commercial Use Warranty
This Commercial Use Warranty replaces the standard Limited Warranty period described above for products operated in commercial environments.
Products used in commercial environments, including but not limited to simulation centers, arcades, training facilities, rental services, public installations, or any revenue-generating activities, are covered by a 6-month limited commercial warranty from the date of purchase, unless otherwise agreed in writing by VNM Simulation., JSC.
Commercial use is defined as any usage where the product is made available to multiple users, used for business operations, or generates direct or indirect revenue.
VNM Simulation., JSC reserves the right to determine whether a product has been used in a commercial environment.
Commercial customers may contact VNM Simulation., JSC or an authorized distributor for extended commercial support options.
What does this limited warranty not cover?
This Limited Warranty does not cover any problem that is caused by:
- Misuse or improper handling
- Environmental factors (such as humidity, heat, overvoltage, dust, etc.)
- Failure to follow safety precautions
- Ignoring the operating instructions
- Physical force (e.g., impact, shock, fall)
- Unauthorized repair attempts
- Normal wear and tear
Additionally, warranty claims are void if the product has been altered in any way after purchase. This exclusion applies even if the warranty would otherwise be valid under the conditions mentioned above.
How do I return a product and get a refund?
For products purchased directly from VNM Simulation., JSC, please contact us via our social media channels or send an email to sale@vnmsimulation.com to request a return authorization before sending the product back.
Products purchased directly from VNM Simulation., JSC may be eligible for a partial refund under the following conditions:
- The product must be unused, unopened, and the original packaging must remain intact and in resalable condition.
- Products that have been installed, mounted, powered on, or otherwise used are not eligible for refund.
- The Buyer shall bear all associated costs, including but not limited to return shipping fees, customs duties, taxes, payment processing fees, and any additional charges incurred.
- Approved returns are subject to a 15% restocking fee, and VNM Simulation., JSC will provide a refund of 85% of the total product value.
VNM Simulation., JSC reserves the right to inspect returned products before approving any refund.
If you purchased a product through a distributor and then change your mind or would like to return the product for any reason, please contact the distributor expressing your intent to return it for a refund. The final decision whether to accept the return and provide a refund is at the distributor’s discretion. You are subjected to your distributor’s return/refund policies.