1. 1. Warranty

BAYA offers a General Warranty of 12 months for all products. 

Warranty Conditions 

BAYA will provide warranty service as customers present basic information: Receipt or Name/ Telephone number/ Address (same as which on the delivery note). The warranty period starts from the date the customer receives the products. BAYA will, at its sole discretion, either repair, replace or refund the product. 

Warranty Procedure 

For furniture: 

BAYA checks the product to determine if it is applicable for warranty service. BAYA will then either repair the faulty product or replace it with a similar/equivalent one or refund it. BAYA might take back products to the warehouse for repair. 

If the product is no longer available, BAYA will suggest an alternative replacement. When a product is under warranty, BAYA is responsible for the cost of repairing, replacing the parts, shipping the returned goods to the customer. Any product replacement or component removed during repair will become the property of BAYA. 

For other products: Please bring products to any BAYA shop at your convenience. 

Warranty coverage: 

• Failure of technical and workmanship from factory production and assembly. 

Warranty not coverage: 

• Failure from Calamity, Environment affect and Natural enemies (worm, insect, mouse, cockroach, etc.). 
• Failure by customer’s use: Defects caused by negligent or improper use, lack of required maintenance, loading the product beyond its weight capacity, cleaning by improper cleaning materials or methods. 
• Customer repaired the defect by themselves. 
• Products on clearance. 

If product is not covered by warranty but by request of customer, BAYA will support and fee will be charged to customer. 

2. 2. Home Delivery

BAYA provides Home Delivery within 3 days during working hours from 9 am to 5 pm or under the hours-of-service rules for trucks in Hanoi, HCMC, 5 days for other provinces from the date of purchase. The fee applied from May 4th, 2023 is as follows: 

The delivery after working time will be charged a double fee to the customer and waived for the order with an amount value above 10 million. Once the delivery is booked, please ensure that the customer will be at home to receive the products at the arranged delivery time. If the customer is not at home as scheduled, BAYA will arrange the delivery again. After 2 times of failed delivery, the fee will be charged double to the customer. 

Please make a deposit of 10% of the value of the order for each Home Delivery request. The balance must be paid by cash or card upon the goods of the receipt. 

Any request for a VAT invoice must be provided with full information to BAYA on the same day of purchase. The VAT invoice will be sent to the customer within 3 working days from the delivery date. 

Please note that BAYA Home Delivery Service only includes the assembly of products for ready-to-use condition, excluding mounting of the product on the wall, drilling, etc. (except kitchen and B2B projects). Our delivery staff are not permitted to do any work other than assembling the products. If the customer does not use BAYA’s service provider, BAYA will not be responsible for those products and services. 

In case, you change the delivery time or have any request about goods, you need to call BAYA Delivery Hotline (as informed on the Delivery Note) at least 24 hours before the scheduled delivery time for destinations in HCMC or Hanoi and 48 hours for other provinces. BAYA will offer the most suitable time for you. 

If the balance is not paid after the delivery, BAYA will keep products in the equivalent value of the balance, and the delivery fee for returning goods is charged by you.  

All fees incurred by a customer’s building management relating to truck deliveries, using lifts, etc. will be paid by the customer. 

3. Home Drilling Service 

BAYA’s home drilling service will be free for order with an amount value above VND 10,000,000; and this fee will be charged VND 150,000 for order value under VND 10,000,000. 

4. Exchange/ Return 

The customer may return the product by bringing it back to any BAYA shop within 3 days after delivery. Customers must provide basic information: Receipt or Name/ Telephone number/ Address (same as which on the delivery note). If using BAYA’s transportation service, customers will pay the delivery fee (see Home Delivery in Section 2). 

Please note that the following conditions will apply: 

• Goods should be unused or in undamaged condition. 
• Goods must be returned in their original package along with the original Receipt (including VAT Invoice) and Delivery note. 

• BAYA will not exchange or refund products on clearance. 
• Any products purchased with BAYA vouchers are only eligible for exchange with another BAYA product. No cash refund is allowed. 

The deposit will be processed to return to the customer within 7 working days. 

5. Special Order 

If a customer places a special order (a product that is not in BAYA’s current product range), the order value must be paid 80% in advance & no refund/ exchange. BAYA keeps the right to decide whether to accept the special order or not. 

BAYA might change the Terms and Conditions without prior notice.