WARRANTY, MAINTENANCE AND RETURN POLICY

A. BROTHER GTX PRINTER WARRANTY & MAINTENANCE POLICY

1. Warranty conditions

The product is covered by a free warranty if it meets the following conditions:

• Genuine Brother GTX printers are distributed by Hyunwoo International Vietnam.
• The product is still under warranty from the date of delivery and acceptance.
• The warranty sticker and serial number on the device are intact, with no signs of tampering, erasure, or tearing.
• Technical problems can result from manufacturing defects or faulty components.
• The workshop operates using genuine Brother Innobella Textile ink and follows the technical procedures instructed by Hyunwoo.

2. Cases not covered by warranty (Requires paid repair service)

• Damage caused by natural disasters, fires, floods, lightning strikes, and unstable power supply.
• Unauthorized dismantling, repair, or technical interference by third parties not authorized by Hyunwoo.
• Using non-genuine ink, pretreatment solutions, or supplies can lead to printhead clogging or damage to the ink delivery system.
• The fault is due to incorrect operating procedures and failure to perform regular maintenance/cleaning as instructed by the technician.

3. Warranty and Maintenance Acceptance Process (Maintained 365 days a year)

• Step 1: Customers contact the technical hotline. 0767 66 88 44 Or submit a support request.
• Step 2: Technicians can diagnose problems remotely via video call/UltraViewer/TeamViewer.
• Step 3: If remote troubleshooting is not possible, Vietnamese-Korean technicians will be on-site at the customer's factory within 24-48 hours to resolve the issue.

B. RETURN AND REFUND POLICY

1. Return and exchange conditions

Customers are entitled to product replacement or a refund in the following cases:

• The ink cartridges and components delivered did not match the type, product code, or quantity ordered.
• The ink cartridges were damaged, leaking, or had broken seals before delivery.
• Components and equipment detect technical defects from the manufacturer right at the time of inspection and handover.

2. Timeframe and return policy

• Deadline for notifying about returns/exchanges: Within 48 hours of receiving the goods.
• Return/Exchange Processing Time: Within 3-7 business days of Hyunwoo receiving the returned item.
• Product requirements: Returned products must have their original seals, labels, and packaging intact and must not have been used (for ink cartridges and supplies).

3. Refund method

In the event that no replacement product is available or both parties agree to cancel the order, Hyunwoo will refund the customer via bank transfer within 3-5 business days.