RETURN & REFUND POLICY

Website: dainuoc.com

Last updated: November 5, 2026

At Dai Nuoc, we are committed to providing our customers with high-quality water fountain products that meet the agreed specifications, designs, dimensions, and requirements.

To protect our customers’ rights throughout the purchasing, delivery, and product usage process, we have established the following Return & Refund Policy.

1. Scope of Application

This policy applies to customers purchasing water fountain products, equipment, and related items supplied by Dai Nuoc.

Return or exchange requests may be considered under the following circumstances:

  • Products have manufacturing defects.
  • Products do not match the confirmed design, dimensions, or specifications.
  • Products are missing accessories or equipment included in the order agreement.
  • Products are damaged during transportation due to the fault of the shipping provider or the party responsible for delivery.
  • Other cases reviewed and approved by Dai Nuoc.

2. Conditions for Returns and Exchanges

Customers may request a return or exchange if the following conditions are met:

  • The product has a manufacturing defect, technical fault, or discrepancy from the confirmed order.
  • The product has not been independently repaired, structurally modified, or altered by a third party.
  • The customer provides relevant order information, photographs, or videos showing the product’s condition.
  • The return or exchange request is submitted within the applicable notification period specified in this policy.

For products damaged upon delivery, customers are encouraged to inspect the items and notify us immediately so that we can provide timely assistance.

3. Eligible Return and Exchange Cases

3.1. Manufacturing Defects

If a product has technical defects, structural issues, or finishing defects resulting from the manufacturing process, Dai Nuoc will inspect the product and determine an appropriate solution.

Depending on the actual condition, customers may be eligible for:

  • Free repair or defect correction.
  • Replacement with a new product of equivalent specifications.
  • A refund if repair is not feasible or a suitable replacement cannot be provided.

3.2. Incorrect Products Delivered

If the delivered product does not match the confirmed design, dimensions, color, or specifications, Dai Nuoc will investigate and take responsibility for resolving the issue.

Depending on the circumstances, we will arrange a replacement with the correct product or refund the corresponding amount as agreed by both parties.

3.3. Products Damaged During Transportation

If a product is cracked, broken, dented, or otherwise damaged during transportation, customers should:

  • Take photographs or videos of the product immediately upon receipt.
  • Record any visible damage with the delivery provider, if possible.
  • Contact Dai Nuoc and provide relevant evidence.

After verifying the cause of the damage, we will coordinate an appropriate solution, which may include repair, replacement, or exchange.

4. Non-Returnable and Non-Exchangeable Cases

Returns and exchanges will generally not be accepted in the following circumstances:

  • The customer changes their mind or no longer wishes to use the product after confirming the order, unless otherwise agreed by both parties.
  • Products have been custom-designed, manufactured, or fabricated according to the customer’s specific dimensions, designs, or requirements, provided there are no defects attributable to Dai Nuoc.
  • Products are damaged due to improper installation, use, or storage.
  • Products are damaged by external impact, natural disasters, fire, or other circumstances beyond our reasonable control.
  • Products have been independently repaired, structurally modified, or technically altered by the customer or a third party.
  • The customer fails to provide sufficient information to verify the product’s condition or the cause of the issue.

Exceptional circumstances may be reviewed based on mutual agreement and applicable laws.

5. Notification and Processing Period

To ensure timely assistance, customers are encouraged to submit notifications within the following periods:

  • Within 24 hours of receiving the product: Report missing items, incorrect products, or visible damage identified during delivery.
  • Within 7 days of receiving the product: Report manufacturing defects or discrepancies that require further inspection and verification.

After receiving a request, Dai Nuoc will review the information and provide a proposed solution as soon as reasonably possible.

The actual time required for replacement or refund will depend on the product’s condition, the selected resolution, and mutual agreement between the parties.

These notification periods do not limit any statutory rights or remedies available to customers under applicable laws.

6. Return Shipping and Related Costs

Return and exchange costs will be determined based on the cause of the issue:

  • Issues caused by Dai Nuoc: We will cover reasonable costs associated with product collection, transportation, repair, or replacement.
  • Issues caused by the shipping provider: Related costs will be determined based on the shipping provider’s responsibility and the agreed delivery terms.
  • Customer-initiated changes: If both parties agree to a return or exchange due to a change in customer requirements, the customer may be responsible for additional costs, including transportation, fabrication, or product handling.

All applicable additional costs will be communicated and agreed upon before proceeding.

7. Return and Exchange Process

The return and exchange process consists of the following steps:

Step 1: Submit a Request

Customers contact Dai Nuoc via phone, email, or other communication channels published on our website.

Step 2: Provide Supporting Information

Customers provide their order number (if available), photographs, videos, and a description of the product issue.

Step 3: Inspection and Verification

Dai Nuoc reviews the submitted information, identifies the cause of the issue, and determines whether the product qualifies for a return or exchange.

Step 4: Agree on a Resolution

Both parties agree on an appropriate solution, which may include repair, replacement, exchange, or refund.

Step 5: Complete the Return or Exchange

Dai Nuoc proceeds with the agreed resolution and notifies the customer once the process has been completed.

8. Refund Policy

If a customer qualifies for a refund, the following principles will apply:

  • The refund amount will correspond to the value of the product determined to be eligible for a refund.
  • Refunds will preferably be issued through the original payment method or another method mutually agreed upon by both parties.
  • The expected refund processing time will be communicated once the refund arrangement has been confirmed.

Dai Nuoc will not make deductions for costs that are unsupported or have not been agreed upon with the customer.

9. Our Commitment

Dai Nuoc is committed to:

  • Supplying products that match the confirmed designs, specifications, and order agreements.
  • Inspecting products before delivery to customers.
  • Handling return and exchange requests transparently and fairly.
  • Taking responsibility for defects attributable to our manufacturing process.
  • Protecting customers’ legitimate rights in accordance with applicable laws.

10. Contact Information

For any questions or requests regarding returns and refunds, please contact us through the following channels:

Company: Dai Nuoc

Website: https://dainuoc.com

Email: help@dainuoc.com

We are always ready to assist our customers and resolve any issues to ensure a positive purchasing experience.

DAI NUOC – Quality Products, Reliable Service, and Customer Satisfaction.