Returns & Refunds Policy

rosol.vn encourages customers to inspect the product condition before making payment to ensure that the items are delivered in the correct model, quantity as ordered, and without defects or damage. By signing the delivery or installation confirmation, the customer acknowledges that the product was received in good condition at that time. We will not resolve any claims made afterward, except as specified in Rosol’s return policy below.

1. Return & Exchange Policy

General Regulations:

a. For unused products

  • Products can be exchanged for a different model if they have not been installed or used and have been checked by a Rosol technician.

  • Exchange window: within 5 days from the delivery date.

  • Exchange fee: 10% of the product value.

b. For used products

  • Products must retain Rosol or manufacturer seals (if any).

  • Returned items must include the original box, accessories, and all documents: invoices, warranty cards, manuals, catalogues, etc.

  • Products that have been repaired more than once within 10 days from delivery and the issue is due to Rosol’s technical fault may be eligible for return.

  • Exchange window: within 10 days from the delivery date.

c. Non-returnable cases

  • The product was damaged due to incorrect usage not following instructions.

  • The product was altered or damaged by the customer, e.g., torn packaging, scratches, dents, cracks, etc.

  • Customer signed the “Quality Approved” section on the delivery note but later requests a return due to physical defects like scratches, dents, discoloration, or cracks.

Return Procedure

Case: Standard Return/Exchange
Within 10 days of purchase, if the product qualifies under the return policy, you may return the product or request an exchange of equal value.

Please follow these steps:

  1. Contact Rosol via phone or email to report the issue, clearly stating the problem. If the issue is due to our fault, we will take full responsibility.

  2. Once confirmed by Rosol Customer Service (CS), return the product to us (the returned item must be intact, undamaged, and follow Rosol’s return standards).

    • Customers in Ho Chi Minh City or nearby can directly visit the RS-CX Experience Store for same-day return/exchange support.

    • Refunds (if applicable) will be processed by the end of the month.

Case: Return of Products Bought Under Promotions
If the purchase was made during a promotional campaign with gifts included, the following applies:

  • Exchange for a different product of equal value: You must return the entire product along with unopened gifts, then exchange for a new product without the promotional items. If the gift was used, you must pay for it at market price.

  • Exchange for the same product: You will still be eligible to receive the promotional gift.

  • Exchange for a product of higher value: Return all items, including gifts. You must pay the price difference and will receive new promotional gifts (if applicable).

2. Refund Policy

  • Refund period: Rosol.vn will refund only after receiving the returned product and if the customer does not wish to exchange for another product.

  • Refund method: Depending on the case, refunds may be transferred to the buyer’s credit card, bank account, or another mutually agreed method.

  • Refund cost: If the return is not due to Rosol.vn’s fault, the buyer must pay the return shipping cost.

For further assistance, please contact Rosol.vn’s Customer Service Department or call our Hotline: 090 6688 834.
Thank you!