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Product warranty policy

 

We, COZY always strive to ensure that each piece of finished goods is not merely a product but also a work of art that brings the greatest satisfaction and aesthetics to the living space of customers. We are always eager to receive all comments/feedback from our customers and give them not only a furniture item, but also a long-term trust/credibility.

A. FORMS OF WARRANTY

1..Quality warranty: *:

In order to bring the best experience to our customers, all technical safety and processing errors affecting product quality are always resolved by COZY at customers’ best convenience in the fastest time possible. 


All sofa products: 3 years of warranty for errors of frame, mattress/foam, or technical defects of sagging or springing. .


All wooden products: 1 year of warranty from the date of delivery for technical errors including defective parts, frames, hinges.

Notes: 

  1. Applicable to promotional products as well(*)
  2. Not applicable to subjective product errors caused by careless mitakes in use and storage.
  3. Warranty program does not cover product-shipping costs for customers outside Ho Chi Minh City.

(*)  The products which are included in discounts programs, promotional events organized by COZY.

2. .Credit warranty: 


With products whose warranty has expired or encountered defects not listed in the Quality Warranty, COZY is always ready to provide the best solution to help you address any problems arising. With our Credit Warranty policy, all your questions will be answered!

3.Lifetime warranty:(*)

All sofa products distributed by Cozy including imported sofas are entitled to Cozy's lifetime Warranty. For these items, after the standard warranty period, the fixing of mattress, foam, frame, and leather will be charged only for materials and labor/workmanship.  

(*) : only applicable for currently on sale model.

B.. WARRANTY PROCEDURES

1. Receive warranty claims

Time: Weekdays from Monday to Saturday (Morning: 7:30 to 11:30. Afternoon: 12:30 - 16:30).

Hotline: 0965 140 628

2. Check errors

Upon receiving the warranty request, COZY's Warranty Department will kindly ask customers to send photos of the problematic product for preliminary inspection.

3. Lifetime warranty:

All sofa products distributed by Cozy including imported sofas are entitled to Cozy's lifetime Warranty. For these items, after the standard warranty period, the fixing of mattress, foam, frame, and leather will be charged only for materials and labor/workmanship..

4. For customers in HCMC:

  • Hư hỏng có thể khắc phục đơn giản: Nhân viên COZY trực tiếp hẹn và đến bảo hành sản phẩm tại địa chỉ của quý khách.
  • Minor damage/errors: COZY staffs make direct appointments with customers for product warranty right at home. Serious damage/errors (requiring more of technical support): COZY staff will make an appointment with customers to pick up the products for factory warranty (free shipping if the product is under Quality Warranty).

5. For customers in other provinces:

  • When there is a problem with the goods, customers contact the warranty department - then take pictures and send to the warranty department.
  • The warranty department directly contacts customers for further information about the problem and then remotely guides customers to handle minor defects or technical questions.
  • Free of charge repair and replace new products within the warranty period if included in the warranty list.
  • Customers can choose from 2 warranty policies:

a) Standard warranty: customers are entitled to free of charge shipping.

  • If there are technical problems within the warranty limit - our Warranty Department will arrange to send technicians for on-site inspection. If the problem can be handled on the spot, it will be immediately solved for customers. In case it cannot be handled on the spot, the problematic product(s) will be brought to Cozy's warehouse for checking and fixing and then returning to customers.
  • After checking and confirming the defects are included in the warranty list within the warranty period, our Warranty Department will arrange the delivery schedule for customers.
b) ) Express warranty: Customers are responsible for all shipping costs.
  • Customers send products directly to Cozy's Warranty Department for inspection and response. The costs of returning warranty goods will be paid by the customers based on the current tariff.

6. Warranty conditions/requirements:

  • Warranty Card (included when delivering the product) must have all necessary information, not erased or modified.
  • COZY reserves the right to refuse warranty if it detects that the product for which warranty is requested has been repaired, changed the status quo before sending it to COZY for warranty.

The company reserves the right to reject warranty requests in the following cases:

  • Incidents arising from unforeseeable circumstances or events of force majeure, or for replacements or repairs resulting from normal wear and tear to the material, deteriorations or accidents resulting from malicious or negligent acts, faulty installation, surveillance or maintenance, or use that is abnormal or does not comply with COZY’s instructions.
  • Abuse or misuse the product, which causes the surface to be torn or scratched.
CUSTOMER SERVICE DEPARTMENT - WARRANTY DEPARTMENT
Email:           guarantee@cozyliving.com.vn
Phone:    028 6266 5050
Hotline:        0965 140 628