1. Items covered by warranty:
- Products delivered that do not match the images or descriptions provided or shown on the website
2. Items not covered by warranty:
- Products purchased on sale and/or without proof of purchase are not covered.
- Damage arising during use is not covered: deformation, tears or scratches caused by the user (bumps, cuts, stretching, carrying overly heavy loads, mold, yellowing or fading from contact with sweat, rain water, etc.)
- Accessories are not covered: accessories that are broken from impact or lost, worn out or burned during use, or damaged by the environment
- Products that are too old are not covered (leather/fabric and soles that have aged, adhesive or stitching that no longer holds, or no replacement accessories available).
- Products that have been repaired elsewhere are not covered.
3. Shipping fees for warranty items:
- If you send a product for warranty to a Showroom or the Customer Care department, please call the hotline system or the Showroom hotline first for advice and support.
- Warranty claims within policy: the brand covers shipping costs (if any).
- Warranty claims outside policy: you pay round-trip shipping costs (if any).
4. Warranty process, procedure and contact points
We encourage you to send items directly to our head office at: 19 Nguyen Dinh Chieu Street, Sai Gon Ward, Ho Chi Minh City, for the fastest warranty service.
If you send items to PILI, the expected warranty time is 3–5 days from the day PILI receives the item. The exact warranty time depends on the product defect in each case (excluding shipping time to and from).
For questions or detailed guidance on Pili’s product warranty process, please contact the Hotline 0868139899 or Email: info@vietoryfashion.vn.
