Version 1.0 · Effective from the day it is published on makeio.vn
1. Responsible party
This policy applies to products that MAKEIO VIETNAM CO., LTD (CÔNG TY TNHH MAKEIO VIETNAM, "the Company") sells in Vietnam through its official sales channels.
The Company is the retailer and is directly responsible to customers for warranty, returns and repairs under the Law on Protection of Consumer Rights No. 19/2023/QH15. Customers do not need to contact the manufacturer. The manufacturer guarantees product quality and supplies parts and replacement products to the Company.
2. Warranty period
The warranty period runs from the day the customer receives the product, based on the order number or invoice.
| Product line | Body, motor, circuit board | Battery and charger | Not covered |
|---|---|---|---|
| Segway electric scooters (E2 Plus II) | 6 months | 6 months | Tyres, inner tubes, brake pads, grips (normal wear) |
| Airwheel smart luggage (SE3S, SE3SL, SE3SL Plus, SQ3, SQ3S) | 6 months | 6 months | Wheels, scratches on the case |
| RUMO children's luggage (no motor) | 6 months | Not applicable | Wheels, scratches on the case, straps |
| LiberLive smart guitars (C2) | 6 months | 6 months | Carry case, accessories |
| LiteJam smart guitars (Electric Guitar RGB 24) | 6 months | 6 months | Carry case, accessories |
A product or part replaced during the warranty period is covered for the rest of the original product's warranty period.
3. Replacement with a new product
Within 07 working days of delivery, if a product has a manufacturing defect, is the wrong model or was damaged in transport, the customer can exchange it for a new one free of charge. If the Company has no suitable replacement, it refunds the customer.
Conditions: the product comes with its box, accessories and any free gifts. For orders placed on an e-commerce marketplace, the customer also has the marketplace's return policy; whichever policy is better for the customer applies.
4. Warranty conditions
A product is repaired or replaced free of charge when it is within the warranty period, has an order number or invoice, has an intact serial number, and the fault is a manufacturing defect. The warranty does not cover:
- Damage from drops, impacts, accidents or use against the instructions.
- Water exposure beyond the manufacturer's stated water resistance.
- Opening, repairing or modifying the product yourself, especially the battery, motor and circuit board.
- Using a charger or battery that is not original.
- Commercial or rental use.
- A serial number or warranty seal that has been removed or cannot be read.
5. Warranty process
- Step 1 – Contact us: call the hotline 0906 041 995 or email admin@makeio.vn (08:30–17:30, Monday to Friday) with your order number, serial number, a description of the fault, and photos or a video.
- Step 2 – Remote check: the Company's Customer Care team and warranty technician reply within 02 working days.
- Step 3 – Minor faults: the technician guides you through a fix, or replaces an accessory, wheel or charger, or updates the software.
- Step 4 – Battery, motor or circuit-board faults: the Company does not open or repair batteries, motors or circuit boards in Vietnam. The customer receives a new product or a new complete module supplied by the manufacturer. The faulty product is returned to the manufacturer.
- Step 5 – Completion: the Company sends the repaired or replacement product to the customer's address.
Processing time: no more than 07 working days when parts or a replacement product are in stock; no more than 45 working days when they must be ordered from the manufacturer. While you wait, the Company may lend you an equivalent product, depending on stock.
6. Where warranty items are received
The Company has no store. Warranty items are collected by a courier the Company arranges and received at: Binh Chanh Warehouse, 2004 Vinh Loc Road, Hamlet 4, Tan Vinh Loc Commune, Ho Chi Minh City.
The Company pays shipping both ways for items covered by the warranty.
7. Repairs outside the warranty
For products outside the warranty period or not eligible for warranty, the Company gives a quote first and only goes ahead with the customer's agreement. The repair work is guaranteed for 90 days; new parts are covered by their own warranty.
8. Safe battery use
- Use only the original charger supplied with the product.
- Don't leave it charging overnight unattended; charge in a dry, well-ventilated place away from anything flammable.
- Stop using the product at once and contact the Company if the battery swells, gets unusually hot, smells odd or leaks.
- Never open the battery yourself.
9. Warranty contact
MAKEIO VIETNAM CO., LTD (CÔNG TY TNHH MAKEIO VIETNAM) · Enterprise code 0319320445
4th Floor, IMC Tower, 62 Tran Quang Khai Street, Tan Dinh Ward, Ho Chi Minh City
Hotline: 0906 041 995 · Email: admin@makeio.vn · Working hours: 08:30–17:30, Monday to Friday
This English version is a translation. If it differs from the Vietnamese version, the Vietnamese version prevails.