This warranty policy clearly defines the warranty coverage, cases excluded from warranty coverage, and the responsibilities between the manufacturer and the user during the operation and use of the products.
All products are warranted against technical defects arising from the manufacturing process, provided that they are used under standard conditions and for their intended functions. Cases involving natural wear and tear or damage caused during use will be reviewed based on specific circumstances.
1. General Warranty Principles
- The warranty applies to technical defects, material defects, or finishing defects arising from the manufacturing process.
- Products must be used for their intended functions, within the designed load capacity, and under suitable environmental conditions.
- The warranty period for each product is clearly stated in the warranty card or in the confirmed contract/quotation.
- Defects arising from natural wear and tear, misuse, external impact, humid environments, chemical exposure, unauthorized disassembly, or unauthorized repair are not covered under the free warranty policy.
2. Warranty Policy by Product Category
2.1. Chairs
Warranty Coverage
a. Chair frames, levers, or armrests that become warped, cracked, or broken due to technical defects or material defects under normal usage conditions.
b. Gas lift cylinders that lose pressure, fail to maintain height, or do not function properly.
c. Casters that become stuck, broken, or unstable in operation due to manufacturing defects.
d. Control mechanisms, reclining mechanisms, or tilt-lock mechanisms with technical defects.
e. Chair backrests or seats with loose stitching, adhesive failure, or finishing defects caused by the manufacturer.
f. Mesh backrests or seat cushions that sag abnormally due to material defects during the warranty period.
g. The warranty period for each product is clearly stated in the product warranty card.
Exclusions from Warranty Coverage
a. Natural wear and tear during use, such as fabric fading, slight cushion flattening, surface scratches, caster wear, or rust caused by weather exposure or improper storage.
b. Damage caused by improper use, such as standing on the chair, exceeding the permitted load capacity, applying strong force, or dragging the chair in a way that causes deformation.
c. Torn mesh, torn leather, burn marks, or punctured surfaces caused by sharp objects or external impact.
d. Damage caused by humid environments, flooding, corrosive chemicals, or prolonged exposure to direct sunlight.
e. Products that have been disassembled, repaired, or structurally modified by a third party without authorization.
f. Minor noises that occur over time during use, provided that the product still functions normally.
g. Product cleaning after the product has been inspected, accepted, and put into use.
2.2. Sofas
Warranty Coverage
a. Wooden frames or steel frames that crack, break, or warp due to structural manufacturing defects.
b. Foam or cushions that show abnormal sagging under standard usage conditions.
c. Stitching that becomes loose, threads that come apart, or technical finishing defects.
d. Sofa legs or chair legs that break or become unstable due to technical defects.
e. Leather or fabric upholstery surfaces that peel abnormally due to material defects within 03 months after handover.
f. Paint or finishing coatings that peel abnormally due to manufacturing defects.
g. The warranty period for each product is clearly stated in the product warranty card.
Exclusions from Warranty Coverage
a. Natural wear and tear of upholstery, leather wrinkles, fading, or slight cushion flattening after a period of use.
b. Tears, punctures, or scratches caused by sharp objects, pets, or mechanical impact from users.
c. Damage caused by cleaning with unsuitable chemicals or failure to follow usage instructions.
d. Mold, unpleasant odors, or peeling caused by humid environments or flooding.
e. Damage caused by outdoor use or use in environments where temperature or humidity exceeds standard office conditions.
f. Slight color differences between material batches or natural color changes over time.
g. Writing or drawing on the product, as well as product cleaning after the product has been inspected, accepted, and put into use.
2.3. Filing Cabinets / Lockers
Warranty Coverage
a. Abnormal peeling of laminate or melamine surfaces due to bonding defects or material defects.
b. Cabinet doors that sag, become misaligned, or cannot open and close properly due to hinge defects or assembly defects.
c. Drawer slides that become stuck, misaligned, or fail to function properly due to technical defects.
d. Lock mechanisms that malfunction under normal usage conditions.
e. Cabinet structures that become warped or unstable due to manufacturing defects.
f. Defects in connecting accessories such as cam locks, hinges, and handles during the warranty period.
g. The warranty period for each product is clearly stated in the product warranty card.
Exclusions from Warranty Coverage
a. Scratches, chipped edges, or damage caused by impact during use or relocation.
b. Swelling, blistering, or warping caused by contact with water, high humidity, or flooding.
c. Damage caused by placing items that exceed the designed load capacity of shelves, racks, or drawers.
d. Damage caused by insects, termites, or unsuitable storage conditions.
e. Unauthorized drilling, cutting, structural modification, or installation of additional accessories beyond the original design.
f. Natural wear and tear of drawer slides, hinges, or locks after a long period of use.
g. Product cleaning after the product has been inspected, accepted, and put into use.
2.4. Work Desks / Meeting Tables
Warranty Coverage
a. Tabletops that become abnormally warped due to material or manufacturing defects.
b. Table legs or table frames that become unstable, cracked, or broken due to technical defects.
c. Surface coating peeling caused by manufacturing finishing defects.
d. Technical accessories, if any, such as cable management covers or built-in power boxes, that fail to function properly.
e. Connections between components that become abnormally loose due to technical assembly defects.
f. The warranty period for each product is clearly stated in the product warranty card.
Exclusions from Warranty Coverage
a. Scratches, impact damage, burn marks, or chipped surfaces occurring during use.
b. Bending or sagging caused by loads exceeding the designed capacity or by strong external impact.
c. Damage caused by contact with water, chemicals, or prolonged exposure to high-humidity environments.
d. Natural wear and tear of the usable surface over time.
e. Unauthorized structural modification, drilling, cutting, or relocation carried out improperly.
f. Slight color differences between production batches or natural color changes over time.
g. Product cleaning after the product has been inspected, accepted, and put into use.
3. Cases Outside Warranty Coverage
For cases that fall outside the warranty coverage, RPB Education & Public will provide a cost quotation for repair, replacement, or labor before carrying out the work.
4. Warranty Request Handling Procedure
a. Customers submit warranty requests to RPB Education & Public via phone or email using the contact information provided below.
b. RPB receives the information, checks the warranty conditions, and responds within the specified timeframe.
c. For items that meet the warranty conditions, RPB Education & Public will coordinate the handling process according to the applicable scope, timeline, and service area.
d. For items outside the warranty coverage, RPB Education & Public will provide a quotation for repair or replacement costs for the customer’s confirmation before proceeding.
5. Warranty Contact Information
Southern and Central Regions
Customer Service Specialist: Le Thi Thuy
Phone: 0917.236.611
Email: [baohanh@rongphuongbac.com](mailto:baohanh@rongphuongbac.com)
Northern Region
Customer Service Specialist: Nguyen Thi Tu
Phone: 0975.922.987
Email: [kttho.hn@rongphuongbac.com](mailto:kttho.hn@rongphuongbac.com)
6. Warranty Request Receiving and Processing Time
- Warranty requests are received from 8:00 AM to 5:00 PM, Monday to Friday, and from 8:00 AM to 12:00 PM on Saturday.
- RPB Education & Public will receive and respond to valid warranty requests within 48 hours.
- For products or warranty components available in Vietnam, RPB will carry out warranty service within 03 working days for locations within the administrative areas of Ho Chi Minh City and the former Hanoi area.
- For other provinces, RPB Education & Public will carry out warranty service within 07 working days, depending on actual conditions and the implementation schedule.