News
To provide customers with greater peace of mind and better protection of their rights, HCD Investment Producing and Trading Joint Stock Company officially updates the warranty policy for HCDWOOD-branded outdoor wood plastic composite products manufactured and distributed in the Vietnamese market.
All products under the HCDWOOD brand manufactured and distributed in the Vietnamese market by “HCD Investment Producing and Trading Joint Stock Company” shall be covered by the warranty in accordance with the following regulations:
• For product core warranty: 10 years.
• Product is warranted against color fading: 02 years.
I. WARRANTY PURPOSE
I. WARRANTY PURPOSE
Product warranty is a policy designed to protect customers’ rights and demonstrate the Company’s responsibility for the products it manufactures and distributes. In addition, product warranty is a confirmation of the quality of HCDWOOD-branded products and services, demonstrating the Company’s commitment to bringing complete satisfaction to customers.
II. WARRANTY SCOPE
The warranty policy applies to all products manufactured and distributed directly by HCD Investment Producing and Trading Joint Stock Company or through the Company’s official distributors/dealers.
III. WARRANTY CONDITIONS
To be eligible for the official warranty at HCD, the product must meet the following conditions:
1. The product is still within the warranty period at the time the customer requests warranty service. The warranty period is calculated from the date stated on the warehouse release note or sales invoice.
2. The customer must present an intact warehouse release note or sales invoice, without tears, separation, patching, or alterations, and bearing the Company’s stamp.
3. Warranty coverage applies to manufacturing defects, such as:
- For product core:
+> The product has incorrect dimensions or tolerances outside the standard: width ±5 mm, length 20 mm.
+> The product surface is warped: clearly visible to the naked eye. When a level ruler is placed along the cross-section of the product, uneven contact creates an inclination angle of ±3 mm. For cladding panels, V-shaped profiles, and multifunctional boards with a thickness of less than 1.5 cm, the warping
when the entire 3 m length is placed naturally in a vertical position is 2 cm (because the product is flexible and has a natural bending tendency in the vertical direction), and in the horizontal direction (along the product edge) is ±3 mm. (Dimensional tolerance standards apply only to standard-sized products under 3.2 m in length)
+> Interlocking joints (for open joints): the allowable standard is that the joint line must be straight and even along the standard length (2.9 m board), with the joint dimension measured at the edges of the two joined boards being ±7 mm. For boards with a length of more than 3.2 m, the factory manufactures according to the order requirements for dimensions; however, the factory does not provide warranty coverage for joint defects or for expansion and warping caused by inadequate installation methods and the product length exceeding 3.2 m.
- Before taking the boards to the construction site and proceeding with installation, the distributor/dealer or installation team must check the joining of two boards to determine whether the batch meets the joint standards. If the joints are found to be outside the standards stated in this policy, installation must not continue and must be stopped immediately to report the issue to the factory for defect verification. Only then will the batch be accepted for warranty procedures. If the products have already been installed on the ceiling or wall, installation is permitted for a maximum of the first 3 boards of the batch only. If the installation team installs more than 3 boards, this will violate the warranty regulations and the warranty claim will be rejected. Any defect must be reported to the factory by submitting images and videos as evidence of the defect. The distributor/dealer must also provide batch information, such as a photo of the label attached to the end of the box.
- If the boards have a color deviation exceeding the specified ±10% and look completely different, the distributor/dealer must report immediately, the factory will only accept the replacement of boards with the same color when 1-2 boards of a different color have been installed. If the installation team deliberately completes the installation of 3 or more boards without reporting the issue to the factory, the warranty claim will be rejected. In this case, the factory will only consider providing support by replacing, at most, the different-colored boards that have already been installed. The factory only provides color warranty coverage for products within the same production batch (if the color deviation within the same production batch exceeds the ±10% threshold) and will replace the products with boards of the same color and dimensions cut according to the factory's issued standards. (For products outside the standard dimensions, the customer must wait for the factory to arrange production according to the ordered dimensions.) If the products are from different production batches, the factory does not provide warranty coverage for color differences due to natural characteristics of wood.
- The product has uneven color distribution, specifically with a brittle and broken surface, visibly uneven color patches, clearly visible mottled patterns, and cracked or broken edges.
- The product is only covered by the color fastness warranty during the warranty period, under the same environment, in the same usage space. To determine color uniformity, cut the cross-section and use the color of the core cross-section as the basis for assessment. After installation at the construction site, products exposed directly to outdoor environmental conditions such as: dirt, natural sunlight, and wind
will have an actual color that differs by ±10% - 20% from the original color. The product will transition to a neutral color state under actual conditions and stabilize at this color. (During use, the product is affected by the external environment, such as sunlight, dirt, and moisture combined with impurities, which may create mold-like stains on the surface. In this case, users need to clean the product with water and a cleaning brush).
4. The distributor/dealer must provide sufficient images as evidence of product defects, including: a photo of 3 boards joined together on a flat surface, a photo of the groove joint at the end of the board, and a photo of the board’s core surface. The information must be sent to HCD factory as soon and as completely as possible.
5. The product is only covered by the warranty if the customer has followed the instructions and advice on product use and protection, and there are no signs of unauthorized interference with the product’s appearance or structure.
IV. WARRANTY POLICY:
1. For products that can be repaired or remedied, the Company will collect them for repair or remedy and deliver them back to the customer within a period mutually agreed upon by both parties based on the actual circumstances.
2. For products that cannot be repaired or remedied, the Company will replace them with similar products for the customer.
3. In cases where the product is no longer in production, the Company will replace it with another product with the same functions and quality equal to or higher than that of the defective product.
4. Products are covered by the warranty at HCD’s factory. Any costs incurred, such as transportation to the factory, shall be borne by the customer, while the factory shall bear the cost of return delivery to the customer.
V. WARRANTY PROCEDURES
4.1. For customers who purchase directly from the Company:
- When a product defect is discovered, please keep the product unchanged and contact the Company directly via the hotline: +84 978 066 686.
4.2. For customers who purchase through the Company’s official dealers or distributors:
- Please contact the dealer or distributor directly. The dealer or distributor is responsible for receiving the customer’s complaint and contacting the Company to carry out the warranty procedures in accordance with the regulations.
VI. WARRANTY DISCLAIMER CONDITIONS
Products in use that fall under the following cases will be refused warranty coverage, specifically as follows:
1. Products damaged by natural disasters, fire, flooding, insects, animals, or deliberate human intervention (such as painting, spraying chemicals of a different color, etc.).
2. Outdoor products (exterior products) used for improper purposes (for example, being immersed in water for more than 200 hours, immersed in chemicals, etc.).
3. Products damaged during transportation or installation when HCD is not the party responsible for transportation or installation.
4. Defects caused by the customer, such as deformation, cracking, breakage, scratches, or defects caused by the installation contractor (such as an inadequate supporting frame structure, improper installation methods, or incorrect installation procedures resulting in broken boards, warping, or deformation).
5. Products installed, maintained, or used contrary to HCD’s instructions.
6. Products modified or repaired by parties other than HCD or HCD’s dealers.
7. Products not purchased directly from the Company or from HCD’s official dealers or distributors.
8. Products whose warranty period has expired.
