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Policies

Customer support 24-10-2015
Ho Chi Minh City, January 01, 2015
 
In order to ensure the benefits of consumers and improve the quality of after-sales services, the we will assist the customer in handling complaints about goods when the following conditions are met:
 
General conditions:
1. The product upon receipt must be accompanied by supporting documents (purchase documents, warranty stamp still intact looking in good condition without being tampered with.
2. No complaint will be dealt with within 15 days after the invoice date (sales slip and vat invoice are the basis for comparison).
3. Complaints must be brought to and resolved at:
 
Official warranty locations of Duc Lan Company:
Warranty Department: 3rd Floor - Estar Building -149 Vo Van Tan, Ward 6, District 3, HCMC
 
Specific Conditions:
Product categories 
Warranty Policies 
  • Drum unit, Blade
  • (Roller), Fixing film
  • Charing shaft, Developer unit
  • Thermister,  
  • Chíp,  Magnetic powder
  • film fax, ribbon
  • Roller dryer
  • Different types of gear
  • Conveyor belt
  • Other spare parts
 
 
 The warranty does not cover these products, we only do so when there is a manfucturing fault. 
  • Cartridges
  • Ink Catridges
 A. Conditions in which products are voided of warranty
  • Products without warranty stamps from Duc Lan, or invalid stamps: stamps have signs of modification that is torn, blurred without reading warranty information on stamps, or signs of modifcation of warranty stamp.
  • The product is deformed, shows signs of cracking, is broken or is in direct contact with water.
  • The product is damaged by a harmful insect or by natural disaster.
  • The product is damaged or the drum shows sign of scratching 
 
 B. Product Warranty
  • Duc Lan ink products will guarantee 1 for 1 exchange until 90% of cartridges are used up in the ink compartment or for a period of 12 months.
  • Product warranty return period from 1 to 30 days from the day the technical department receives the malfunctioning product 
  • Empty cartridge 
  • In Ho Chi Minh City we do not handle complaints when our customers have checked and received goods in full.
  • For customers that reside in the provinces, we donot resolve for all issues that relate to damage of goods during transport.
  • Toner box
  • Toner bag
  • Toner bottle
  • Pigment ink
 
  • We only resolve issues due to manufacturing fault or due to errors in packaging or production.
 
Duc Lan Warranty Center:
Floor 3, Address: 149 Vo Van Tan, Ward Vo Thi Sau, District 3, HCMC
Phone: (028) 39 30 64 64 - Fax: (028) 39 33 35 46
Email: support@duclan.vn - Website: www.duclan.vn
Contact for complaint resolution:
Phone: (028) 39 30 64 64 - 555
email: hotro@duclan.vn