Terms & Conditions

We always prioritize the rights of our valued customers and are committed to providing high-quality products along with dedicated after-sales service. This warranty policy is established to ensure the peace of mind and trust of our customers throughout their use of Vua Nệm products.

Warranty conditions
Products will be warranted when they meet all of the following conditions:

• Will be warranted if the fault lies with the manufacturer regarding technical and quality issues during production, including:
• The mattress core is torn, rotted, changed from the initial structure, or due to defective products not affected by external factors.
• Not meeting technical requirements such as: The level of sagging exceeding the specified threshold, size, weight, material,… not matching the specifications recorded on the product information slip.
• The product is still within the stipulated warranty period.
• ***DEPENDING ON THE TYPE OF PRODUCT, THERE WILL BE DIFFERENT WARRANTY PERIODS

Conditions that do not meet warranty regulations include:
SGvinalon hopes you understand that we cannot apply the warranty policy for the following cases:

• The product is no longer within the warranty period
• Lost or no warranty slip, SGvinalon cannot look up warranty information in the system
• Mattress is stained (blood, urine, liquid…)
• User mismanagement: allowing children to jump, cutting…
• Mattress is burned, moldy, or improperly cleaned
  Promotional products, clearance items, or products with separate warranty policies (if any, will be clearly stated in the warranty slip or on the order).

The process and notes for warranty
SGvinalon will accept warranty claims when the information is complete: warranty code, warranty date, and warranty regulations are not erased or altered.
***Customer Note:

• Customers need to provide images and videos of the defects to send to SGvinalon, SGvinalon staff will guide customers in providing the necessary information for the warranty.
• When SGvinalon inspects and confirms that the defect is due to the manufacturer, during transportation or from the customer will decide on the warranty.
• Depending on the condition, the warranty terms on the SGvinalon warranty slip will apply the appropriate warranty method for customers. Any arising costs such as: repair costs, transportation costs will be notified to customers before proceeding with the warranty. (In case it is not within the warranty scope, customers will bear this cost).
  ***Essential notes to retain rights when purchasing from SGvinalon:
• Keep the warranty/transaction slip, use properly according to instructions, place the mattress on a flat surface & suitable bed frame.
• Do not violate conditions such as staining, cutting, misusing, removing tags, or using outside its intended purpose.
• Register the warranty immediately upon purchase (if required), take photos + keep the card/tag.
• In case of damage, contact the place of purchase or the manufacturer for support: check, repair, replace or guide transportation.

Warranty contact information

If you have any questions or warranty requests, please contact SGvinalon through the following channels:
Free hotline: 0799898006
Website: www.vinalon.net
Zalo Official Account
We sincerely thank our valued customers for trusting in choosing and using SGvinalon products. Your trust is the motivation for us to constantly strive, with the principle “Heart” as our guiding star to bring a meticulous and worthy shopping experience.

The delivery fee will be displayed on SGvinalon’s website or on e-commerce platforms (Shopee, Lazada); depending on the delivery area, there will be different shipping fees.
Applicable scope: Nationwide
For orders in nearby areas: Customers can directly contact SGvinalon’s customer service staff to get the best shipping price.

Delivery time:

• Depends on the carrier: Customers in the inner city usually receive goods after 1-2 days (excluding order placement and order confirmation time)
• For areas outside Ho Chi Minh City: Customers will receive goods after 3-7 days (excluding order placement and order confirmation time)
  Delivery times may change during holidays or due to weather/natural disasters.

Check goods upon receipt
Customers have the right to open and check the product before payment (if cash on delivery), ensuring:

• Correct product, design, quantity as per the order.
• Not damaged, dented, wet, or deformed during transportation.
• If any issues are detected, kindly refuse to receive the goods and contact SGvinalon immediately for assistance.

Re-delivery policy

• In case the customer is not present during delivery, the carrier will contact a maximum of 2 times to schedule a new time.
• After 2 unsuccessful attempts, the order will be canceled and returned to SGvinalon.
• To avoid this, customers should provide a clear address and a reachable phone number.

Other notes

SGvinalon is not responsible for delivery delays due to customer errors such as: providing the wrong address, not answering the phone, or sudden location changes.

In case of changes in delivery time or costs, SGvinalon will proactively notify and will only proceed with delivery when the customer confirms agreement.

📞 Contact support

If you have any questions about shipping or want to change delivery information, please contact:

Hotline: 0799898006

Email: sgsale@vinalon.vn

Fanpage/Zalo: SGvinalon