I. WARRANTY POLICY

  1. Eligible Customers and Scope
  • Eligible Customers: This policy applies to all customers who purchase MIRARI Controller products from Mirari Import Export Joint Stock Company.
  • Scope: Applicable to all MIRARI Controllers sold directly by Mirari Import Export Joint Stock Company. Accessories or consumables accompanying the MIRARI Controller are not covered.
  1. MIRARI Controller Warranty

2.1 Warranty Conditions

  • Warranty Period: The MIRARI Controller must be within the 12-month warranty period, counted from the delivery date on the purchase invoice from Mirari Import Export Joint Stock Company.
  • Technical Defects: Warranty applies only to technical defects caused by the manufacturer.
  • Product Information: The product serial number must remain intact, not erased or altered, and must match the invoice and warranty card. Customers must provide proof of purchase such as invoice, warranty card, or purchase contract to confirm warranty eligibility and period.

2.2 Warranty Exclusions

  • Outside Warranty Scope: Products outside the warranty scope or period, or without proof of purchase or warranty card from Mirari Import Export Joint Stock Company, are not covered.
  • External Damage: Damage caused by fire, lightning, flood, natural disasters, chemicals, or environmental conditions affecting the surface, structure, or operation of the product (e.g., scratches, rust, natural wear) is excluded.
  • User or Transport Errors: Damage caused by user misuse, heat exposure, impact, drops, deformation, cracks, or water exposure is excluded.
  • Incorrect Use: Improper use, incorrect installation according to instructions, wrong voltage or unstable power supply, and improper storage (exposure to water, dust, insects, foreign objects) are excluded.
  • Unauthorized Alterations or Repairs: Parts that are altered, removed, or repaired outside the official warranty network are excluded.
  • Changed Model or Incorrect Information: Altered or erased model information, mismatched invoice details, removed anti-counterfeit labels, or modified screws are excluded.
  • Improper Maintenance: Products not regularly maintained or cleaned, used beyond design capacity, or not according to design specifications are excluded.
  • Accessories and Consumables: Warranty does not cover accessories or consumables included with the MIRARI Controller, including:
    • Plasma panel
    • USB charger
    • USB cable
    • Magnetic connection cable
    • Felt bag
    • ePTFE bag (purchased separately)
    • Shockproof product case (EVA)
  1. Warranty Processing Time

Warranty processing will not exceed 7 business days for inner-city areas and 10 business days for outer districts.

II. WARRANTY PROCEDURE

Step 1: Contact for Warranty

Customers needing warranty support should contact Mirari Import Export Joint Stock Company via one of the following:

Step 2: Confirm Warranty Request

  1. Record Customer Information: Customer service collects and verifies:
    • Customer name
    • Phone number
    • Purchase document number, invoice number, and invoice date
    • Product name and serial number
    • Description of warranty reason
  2. Verify Warranty Conditions:
    • Staff will check if the product meets the company’s warranty policy.
    • If eligible, customers will be instructed to bring the product to Mirari Warranty Center at 139 Hồng Hà, Ward 09, Phu Nhuan District, HCMC, Vietnam.

Step 3: Inspect and Determine Technical Defects

  1. Product Inspection: Upon bringing the device to the warranty center, technicians will check warranty conditions and determine technical defects.
  2. Technical Handling:
    • Usage Errors: Staff will guide the customer on proper product use.
    • Minor Technical Defects: Staff will repair on-site and return the product immediately.
    • Complex Technical Defects: Staff will receive the product and transfer it to Mirari Doctor Vietnam for further processing.

Step 4: Return Product to Customer

  • Warranty Completion: Once completed, the Warranty Department will contact the customer to notify them.
  • Product Pickup: Customer retrieves the repaired product at the warranty center.

III. 30-DAY 1-TO-1 EXCHANGE POLICY FOR TECHNICAL DEFECTS

  1. Effective Period
  • This policy is effective from 01/01/2025 until further notice by Mirari Import Export Joint Stock Company.
  1. Scope
  • Applicable to all products sold by Mirari Import Export Joint Stock Company with valid sales invoices.
  • Not applicable to accessories or consumables.
  • Within the first 30 days from product delivery, if a product has a technical defect under normal use, the customer can exchange it for a new product, following the conditions in Section 3 below.
  1. Exchange Conditions

To ensure the right to exchange, customers must meet all the following conditions:

  1. The product must be confirmed as having technical defects through an inspection report by a Mirari technician.
  2. The product must be installed and used according to manufacturer instructions and not modified or repaired by anyone outside the company’s technicians.
  3. The serial number must match the warranty card.
  4. The product must be intact and include all original accessories, including:
    • Purchase invoice
    • Product box, user manual, and accompanying accessories
  5. No external damage such as scratches, dents, cracks, deformation, breakage, or signs of liquid exposure.
  1. Exchange Policy
  • The company will exchange products of the same type and value. If unavailable, the customer can choose another product and pay the price difference if any.
  • Customers cannot exchange for a lower-value product.
  • Policy applies only to MIRARI Controllers, not accessories.
  1. Refund Deduction Policy
  • First 30 days: Deduct 20% of product value on the invoice.
  • After 30 days: Products are not eligible for refund; warranty applies under standard conditions.

If accessories are missing, deduction is based on actual accessory prices at Mirari Import Export JSC.

For more product and service information, please contact us via: