Warranty, Return, and Shipping Policy

1. Shipping and Delivery Policy

Free Shipping

  • Free shipping within Hanoi and Ho Chi Minh City for orders of 5,000,000 VND or more
  • Outside these areas, customers are required to pay a shipping fee as agreed

Installation and User Guide

  • Models under 6kVA capacity: Free installation guidance via phone
  • Models from 6kVA and above: Free installation and user instruction nationwide according to the manufacturer’s policy

2. Return and Exchange Policy

Return period: Within 3 days from the date of purchase

Conditions for Return and Exchange

Products can be returned or exchanged if they have unrepairable technical defects (caused by manufacturer error) and are verified by the manufacturer’s technical warranty department.

Product Return Requirements

  • Product condition: Must not be deformed (scratched, dented, discolored, cracked, etc.)
  • Packaging: Must include complete carton box, foam inserts, etc.
  • Documents: Must include sales receipt, VAT invoice, and user manual
  • Accessories: Must include all parts, accessories, and promotional gifts (if any)
  • Special condition: Product has not yet been issued CO, CQ by the manufacturer
Important note: A VAT invoice is mandatory and the product must not yet have CO, CQ issued by the manufacturer. If other conditions are not met, customers must pay a return or exchange fee of at least 10% of the order value for each unmet condition.

Return and Exchange Fees

  • Free transportation for defective product exchanges within a 10km radius in Hanoi
  • Beyond 10km, customers pay for transportation costs
  • Installation and dismantling fees (if any) according to the service price list
  • When exchanging for a higher-value product, customers pay the price difference

3. Warranty Policy

Warranty period: SANTAK UPS is covered by a 3-year free warranty at the usage location according to the manufacturer’s standards

Free Warranty Conditions

  • SANTAK UPS imported by Nguyên Hà Company managed by ECOTEK-CANADA
  • Product remains within the warranty period
  • Storage, installation, and operation comply with manufacturer’s instructions

Cases Not Covered by Free Warranty

  • Damage, breakage, or physical deformation during transportation or relocation
  • Batteries not maintained or charged/discharged according to manufacturer’s guidelines
  • Damage caused by natural disasters (lightning, floods, fire, earthquakes, explosions, etc.)
  • Damage caused by insects, rodents, or liquids spilled inside
  • Improper environmental conditions (humidity, heat exceeding standards)
  • Installation in non-ventilated or dusty areas, especially metallic dust
  • UPS not isolated from chemicals or seawater vapor
  • Incorrect electrical wiring, improper power source connection, or overload usage
  • Warranty seal broken, overlapped, torn, or erased
  • Serial number lost, faded, or erased
  • Unauthorized modification, alteration, or repair of the product

4. Warranty Information Lookup

Customers can check genuine product status and warranty validity at:

Lookup link: https://support.ecotek-canada.vn:44322/#/dangkybh

5. Customer Support

For the best support, please contact us when you need to purchase, return, or warranty a product. The Mikatek team is always ready to consult and assist you 24/7.

Commitment: To create a difference in customer benefits, provide full support, and increase preferential value when purchasing at Mikatek.