Product Warranty Policy
Summary: The warranty policy covers bracelets, agarwood incense, trays, incense burners, and electric burners, subject to inspection before support is provided.
Thien Thanh Agarwood’s warranty policy is intended to clarify the support available for each product group. All warranty, repair, exchange, or other support cases are subject to inspection and confirmation before any action is taken.
General Requirements
- Please provide your full name and phone number when requesting warranty service so we can record and process your request quickly.
- Please keep your receipt or proof of purchase to help with order verification.
Bracelets
- We do not accept returns for bracelets that have already been purchased and used.
- Bracelet strap replacement is supported free of charge.
- Repair or replacement of beads that are lost, cracked, or broken during use is available for a fee; the charge depends on bead type and repair complexity.
- All bracelet-related requests are inspected before work begins, and any applicable timeframe or charge will be clearly communicated in advance.
Agarwood Incense
- We support exchange to another product without any additional product charge for the replacement item.
- Customers are responsible for any shipping costs arising from the exchange.
Trays and Incense Burners
- No exchange or return is available for products that have been used.
- A product may only be considered for exchange if it has a manufacturing defect and has not been used.
Electric Burners
- If an electric burner is damaged before delivery to the customer, we will support a replacement.
- For damage that occurs during use, we will support repair where possible.
- If parts replacement or more complex repair work is required, a service fee will apply based on the extent of the damage, and the fee will be confirmed before any work proceeds.
Process and Contact
All warranty cases are inspected and evaluated before any repair, exchange, or other support is carried out.
For questions or to request warranty service, please contact a sales associate for detailed guidance and confirmation of eligibility.
