RETURN AND REFUND POLICY

LAPP VIETNAM's products are electrical cables, connection accessories, and industrial equipment supplied strictly according to the technical specifications (product code, cross-section, number of cores, length, technical standard, etc.) published on the Website. We therefore recommend that Customers:

•      Carefully read the technical specifications and product details (product code, cross-section, length, standard) before placing an order;

•      Contact our Customer Care team or technical department for advice on selecting the correct cable/accessory to suit your intended use before placing an order.

Our goal is to ensure that Customers receive the correct product, in the correct specification and quality as committed.

1. Conditions for goods eligible for exchange/return and refund

Customers should check the condition of the goods and may exchange/return them at the time of delivery/receipt in the following cases:

•      The goods have a technical defect or a manufacturing defect;

•      The goods delivered do not match the product code, cable/accessory type, cross-section, or length ordered by the Customer;

•      The goods delivered are short in quantity or missing accompanying accessories.

Customers have the right to refuse to accept the goods or request an exchange/return if the goods fall under one of the above cases. We do not support exchanges or returns if the Customer has already confirmed inspection and acceptance of the goods in full, matching the correct specification, with the delivery staff, without raising any objection at the time of receipt.

General exchange/return conditions:

•      Notify LAPP VIETNAM of the exchange or return within 24 hours of receiving the order, together with the order code, unboxing video/photos as evidence, and a brief description of the issue;

•      The product remains in its original condition and original packaging as received (not cut, stripped, connected, or used);

•      All labels, tags, and batch codes (if any) remain intact to allow verification of origin.

No exchange/return will be accepted in the following cases:

•      The product has already been used, cut, stripped, or connected into an electrical system;

•      The product is no longer intact due to improper storage, misuse, or actions on the part of the Customer;

•      The product was custom-manufactured to order (custom length/specification), except where the defect is caused by LAPP VIETNAM;

•      LAPP VIETNAM is not responsible for damage or loss arising from a shipping carrier chosen by the Customer other than the carrier designated by the Website.

2. Time limit for return/exchange and refund requests

Customers must contact us within 24 hours of receiving the goods to report the issue, and have 07 days from the delivery date to complete the procedure for returning the goods for exchange/refund.

3. Process for receiving and handling return/exchange and refund requests

Step 1: Receipt of information

After receiving notice of an exchange, return, or refund request, we will respond acknowledging receipt of the information to the customer within 1–3 working days.

Step 2: Verification of information

The verification process will be carried out within 7–10 working days. We will verify based on the order information in the system, the information provided by the customer, and the information provided by the carrier (if any).

Step 3: Acceptance of the return/exchange request / processing of the refund

After the information has been verified as valid, we will proceed with the exchange/return or refund as requested.

Refund timeframe: We will only refund the Customer after confirming that we have received the returned goods and the Customer does not wish to exchange for goods of equivalent value.

4. Method of exchange and refund

Exchange method: After agreeing on the exchange/return details with the customer, we will send a replacement product according to the information provided by the customer, following the process and timeframe of a new order.

Refund method: Depending on the specific case, the refund will be transferred to the Buyer's designated credit card/bank account, or by a method agreed between the two parties.

5. Cost of returns

If the product is verified as not being LAPP VIETNAM's fault, the customer must bear the shipping cost for the returned goods. If the fault lies with LAPP VIETNAM (wrong delivery, short delivery, manufacturing defect, damage during transport caused by the carrier designated by the Website), LAPP VIETNAM will bear the full cost of the exchange/return shipping.

For further details, please contact our Customer Care Department or call the hotline: +84 968 029 315 for assistance.

Thank you!