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Information and policies

Returns and Refunds Policy

Published

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This policy explains how Công ty TNHH Sơn DOSA receives requests to exchange products, return goods or issue refunds. The outcome is determined after reviewing the product, its actual condition, the terms confirmed during the transaction and the supporting evidence.

Last updated: July 24, 2026.

Scope

This policy applies to products and components supplied by DOSA. Repair, maintenance, upgrade or installation work is handled according to the service scope, acceptance records and separately agreed conditions.

Cases Considered for Exchange or Return

  • The delivered product does not match the product name, code or quantity confirmed by both parties.
  • The product has damage recorded during delivery or shows signs of a fault that requires inspection by DOSA.
  • Another case is expressly stated in the quotation, order confirmation or related agreement.

An exchange or return request is not automatically approved based only on the initial description. DOSA must review the information and product condition before confirming a resolution.

Cases Outside the Exchange and Return Scope

  • The customer selected the wrong product, code or configuration even though DOSA supplied the confirmed item.
  • The product was installed, used, modified or repaired contrary to the instructions or without prior agreement from DOSA.
  • Damage resulted from incorrect operation, an unsuitable power supply, environmental conditions, impact, improper storage or another external cause.
  • The product, accessories, labels, packaging or records needed to compare its original condition are incomplete.

When to Report an Issue and What to Provide

Customers should inspect the goods upon receipt and notify DOSA promptly after discovering an issue. The applicable reporting period for each case depends on the product, transaction terms and the information stated in the quotation or order confirmation.

  • Buyer name, contact details and quotation or document number, if available.
  • Product name, code, quantity and date of receipt.
  • A description of the issue with photographs or video showing the packaging, labels and product condition.
  • Information about any installation, operation or handling performed after receipt.

Review Process

  1. The customer submits the request and supporting information through a DOSA contact channel.
  2. DOSA reviews the records, requests additional information when needed and confirms how the product should be sent if an inspection is required.
  3. The product is checked for its code, quantity, condition and any identifiable cause.
  4. DOSA responds with an exchange, repair, return or refund option, or explains why the request is outside the policy scope.

Return Shipping Costs and Refund Method

Responsibility for shipping costs is determined according to the cause and the agreement for each case. Customers should not send goods before the receiving address, packaging method and receiving contact have been confirmed.

If a refund is approved, the amount, refund method and processing time will be confirmed after the inspection is completed. Any bank or intermediary fees will be communicated before the refund is processed.

Please use the Contact page to submit a request. Delivery information is provided in the Shipping and Delivery Policy; after-sales issues may also be reviewed under the Warranty Policy.