Complaint handling policy

• Receive all customer complaints related to the use of the company’s services.
• In all warranty cases, you can contact us to complete the warranty procedures.
• The maximum time to resolve complaints is 03 (three) working days from the date of receipt of the customer’s complaint. In case of force majeure, the two parties will negotiate.

Shipping and delivery policy

Delivery methods

We use 02 delivery methods:

• Customers buy products directly at our company and stores.
• Shipping

Estimated time for delivery

Normally after receiving the order information, we will process the order within 24 hours and respond to the customer with information about payment and delivery.

Delivery time is usually between 3-5 days from the date of order confirmation or as agreed with the customer when placing the order.

However, there are cases where delivery takes longer but only occurs in force majeure situations such as the following:

– Our staff could not contact the customer by phone so we could not deliver the goods.

– The shipping address you provided is incorrect or difficult to find.

– The sudden increase in the number of orders has slowed down order processing.

– The supplier delivers the goods slower than expected, causing the delivery to be delayed, or the shipping partner delivers the goods late.

Regarding shipping fees, we use external shipping services so shipping fees will be calculated according to the fees of shipping units depending on the location and volume of the order. When contacting to confirm the order with the customer, we will notify the specific fee to the customer.

Geographical limitations for delivery

For provincial customers who need to buy in large quantities or wholesale customers who need to buy products, we will use the delivery service of shipping companies and the fee will be calculated according to the fee of the shipping service providers or according to the contract agreement between the two parties.

Define the responsibilities of traders and logistics service providers regarding the provision of goods documents during the delivery process.

All orders are pre-packaged and ready for shipping, sealed by TAMHOA .

The shipping unit will only be responsible for transporting goods according to the principle of “original packaging”.

On the packaging of all orders there is information:

Recipient Information, including: Recipient name, phone number and recipient address

Order Bill of Lading

To ensure the safety of the goods, TAMHOA will include a valid financial invoice or warehouse receipt of the product in the parcel (if any).

Financial invoices or warehouse delivery notes are the basis to support the complaint handling process such as: determining the market value of goods, ensuring valid circulation of goods, etc.

Liability for damaged goods during transportation

Regarding the provision of goods documents during delivery.

For goods damaged during transportation, whether the order is shipped by the store itself or by a third party, we will be responsible for resolving the problem for the customer.

Customers have the right to refuse to receive the product and request a return according to the ”  return and refund ” policy. For any problems that arise, we will work with the shipping partner to resolve compensation for the order according to the cooperation agreement between the company and the third party providing the shipping service.

Note: In case of delay in delivery, we will promptly inform the customer and the customer can choose between canceling or continuing to wait for the goods.

Warranty/maintenance policy

• TAMHOA provides warranty/maintenance for all products purchased at the store system, website tamhoaseamless.com , fanpage system or purchased through direct sales.
• The warranty period for each product is specifically stated in the product information section on the website or in the warranty card/warranty stamp sent with the product purchase or in the information in the sales contract.
• For small-sized welding and cutting machines and hand-held power tools, customers can directly bring the product to the nearest warranty location (store) or send it by express delivery.
• For seamless sewing machinery and equipment products such as interlining machines , gluing machines , heat presses , fabric cutters , gluing machines , etc., customers can contact the sales directly to schedule warranty and maintenance.

Warranty cases

• In case the damage is determined to be due to a manufacturer’s fault and is still under warranty.
• The product shows no signs of third-party intervention (outside repair) or self-repair by the customer.
• Goods are not affected by the environment (water, corrosive chemicals, heat causing deformation, etc.).

Cases not covered by warranty

• Products not available for purchase at TAMHOA
• The product has expired on the Warranty Card or the Warranty Card is lost.
• Warranty card or warranty stamp is torn, no longer has warranty stamp, warranty stamp is overwritten or modified.
• The warranty card does not clearly state the serial number and date of purchase.
• The Serial Number on the device and the Warranty Card do not match or cannot be determined for any reason.
• Products damaged by mechanical impact such as dropping, breaking, impact, scratches, dents, moisture, rust or caused by fire or natural disasters.
• Product shows signs of damage due to rodent or insect infestation.
• The product is damaged due to improper use of the instruction manual or use of the wrong voltage.
• Accessories such as: Remote control, power battery, power cord, signal cord, signal light, cooling fan… on the device, damaged causing fire or explosion.
• Arbitrarily disassembling, changing the product structure, using incorrect instructions, using incorrect components.
• For products purchased at TAMHOA but beyond the warranty period, TAMHOA will provide paid repair services to you.

Before receiving and paying, you have the right to check the product.  Testing is not supported.

Please open the package to check to ensure the order is delivered with the correct model and quantity as ordered.  Do not try or test the product.

After agreeing with the delivered item, you pay the delivery staff (in case the order is shipped COD) and receive the item.

In case you are not satisfied with the product, you can refuse to receive the goods. Here, we will charge an additional return fee, equivalent to the shipping fee of the order you placed.

Note: 

– When you check the order, the delivery staff must wait for you to check the goods inside the package. In case the staff refuses to let you check the goods, please contact TAMHOA  via hotline: 0948240946 for support.

– TAMHOA will not be responsible for the quantity, design or product errors after the order has been successfully delivered.

– Please avoid using sharp objects to open the package to avoid damaging the product inside. In cases where the product is damaged due to the Customer’s fault, weldcom.vn unfortunately cannot support you to exchange/return/warranty the product.

1. Purpose and scope of information collection

 TAMHOA does not sell, share or exchange customer personal information collected on the website to any other third party.

Personal information collected will only be used internally within the company.

When you contact to register for the service, the personal information that  TAMHOA collects includes:

First and last name

Address

Phone

Email

In addition to personal information is service information.

Product’s name

Quantity

Product delivery time

2.  Scope of information use

The personal information collected will only be  used by TAMHOA internally and for one or all of the following purposes:

– Customer support

– Provide information related to the service

– Process orders and provide services and information through our website as requested by you

– We may send information about new products, services, information about upcoming events or recruitment information if you sign up to receive email notifications.

– In addition, we will use the information you provide to assist in managing your customer account; confirm and carry out financial transactions related to your online payments;

3. Information storage time

For personal information,  TAMHOA only deletes this data if the customer requests it. Customers are requested to send an email to [email protected].

4. People or organizations that may have access to personal information

The subjects that have access to customers’ personal information fall into one of the following categories:

following combination:

– TAM HOA TECHNICAL COMPANY LIMITED

– Partners who have signed a contract to perform a part of the service provided by Tam Hoa Technical Company Limited . These partners will receive information according to the contract agreement (maybe part or all of the information depending on the terms of the contract) to support users using the service provided by the Company.

5. Address of the unit collecting and managing personal information

Tam Hoa Technical Company Limited
Factory Address: Que Vo 2 Industrial Park, Ngoc Xa Commune, Que Vo Town, Bac Ninh Province, Vietnam
Southern Branch: 601 Truong Chinh, Tan Thoi Nhat Ward, District 12, Ho Chi Minh City
Holine: 0948240946 / 0968963732
Phone/Fax 0222-3634 129/ 3634 130
MST 2300886897
Web: tamhoaseamless.com
Email: [email protected]

6. Means and tools for users to access and edit their personal data

TAMHOA does not collect customer information via the website, customer personal information is collected via email to contact for ordering products and services sent to our email box: [email protected] or phone number to contact for ordering products call 0948240946

You can contact the email address and phone number above to request  TAMHOA to edit your personal data.

7. Mechanism for receiving and resolving consumer complaints related to personal information being used for purposes other than those notified.

At  TAMHOA , protecting your personal information is very important, you are assured that the information provided to us will be kept confidential.  TAMHOA commits not to share, sell or rent your personal information to anyone else.  TAMHOA commits to only use your information in the following cases:

– Improve the quality of customer service

– Resolve disputes and complaints

– When required by law enforcement.

TAMHOA understands that your right to protect personal information is also our responsibility, so in any case of questions or comments related to  TAMHOA ‘s privacy policy , and related to personal information being used for the wrong purpose or scope as notified, please contact us via hotline 0948240946 or email: [email protected]