WARRANTY POLICY

ANNOUNCEMENT

(Product Warranty Policy)

 

Warranty policy for Melamine coated products

1.1. Warranty scope:

 

As one of the leading industrial Melamine coated board suppliers, we commit to exchange and warranty the products when

customers bring the products into production in the following cases:

The product does not meet the specified technical and physical criteria as promised.

The product has external defects exceeding the declared standards by Moc Phat.

The product has been determined to be unsuitable due to production process, input material, storage, or transportation errors caused by Moc Phat.

The warranty period is no more than 15 days from the date the goods are delivered to the customer, unless otherwise agreed.

For surface delamination defects due to manufacturing or technical errors, the product will be warranted for a minimum of 6 months (with exclusion factors as in 1.2).

 

1.2. Exclusion factors from the warranty scope:

 

The product is excluded from warranty in the following cases:

The product is waterlogged (excluding WPB products), burnt, broken, or damaged due to user misuse.

The product is used in an environment with a temperature above 50°C continuously.

The product is not used or stored according to Moc Phat's instructions.

The product cannot prove its origin from Moc Phat (no purchase information from Moc Phat, no purchase documents from the distribution system, no information on the edge of the board, or the product is not in Moc Phat's sales documents or catalog).

Customers unload or arrange the goods incorrectly, causing scratches on the surface.

Major external defects are not checked and detected immediately upon receipt of the product.

 

2. Process of receiving and resolving product complaints:

 

Step 1: Feedback and reception

As soon as quality issues are discovered, customers can provide feedback to: Delivery staff, Sales staff, Customer Care Department (hotline 1900 7029 - Press 2).

The necessary information to expedite issue resolution includes: Photos of the defects, batch number information, or product description.

 

Step 2: Initial feedback:

 

The sales specialist will receive and transfer information to relevant departments to provide initial feedback to the customer or schedule a quality assessment of the product at the customer's factory/site.

 

Step 3: Assessing the situation, providing feedback on the cause, and proposing a solution

 

After evaluating the product's condition, the Quality Management Department will analyze the cause and provide feedback on the

non-conformity to the Sales Department to propose a solution to the customer if the issue falls within the warranty scope. Possible

solutions within the warranty scope:

- Discount for the non-standard damaged part;

- Recall of the defective product and exchange for a new product of acceptable quality;

- Recall of the defective product and reduction of customer debt - refund if the customer does not want to exchange for a new product;

Moc Phat will assess the cause, propose corrective and preventive measures.

 

Step 4: Handling product exchange or debt reduction

 

If the product is found to be non-conforming due to Moc Phat's fault, the Sales Department will handle the exchange for a new

product or reduce the customer's debt.