Warranty process

Step 1: Receiving information

Certo Terrazzo accepts warranty information through the following main channels:

Warranty information is available from Monday to Friday, from 8:00 AM to 11:30 AM and from 1:00 PM to 5:00 PM.

After receiving your information, the warranty department will contact you directly within 24 hours to schedule a warranty service appointment at your most convenient time.

Step 2: Proceed with warranty service.

The technician will conduct an on-site survey and repair, and inform the customer of any issues that may arise.

Step 3: Acceptance

The technician and the customer inspect the repaired product under warranty. The warranty period is now complete.

Cases covered under warranty

(Repair and replacement are free of charge)

  1. Customers have complete purchase information (Warranty card – Customer information – Order code matching customer information – Purchase email…). Products sold come with a full invoice and warranty card.
  2. The product was used under normal conditions, and any defects that arose were determined to be due to manufacturing defects.
  3. The product is still under warranty: 36 months from the date of purchase.
  4. The product undergoes regular maintenance (every 6-18 months, depending on the product, as instructed by Certo staff).

For replacement parts, the warranty period is 12 months from the date of replacement installation.

Cases not covered by warranty

(Customers are responsible for repair costs and replacement parts, if any.)

  1. The customer no longer has purchase information from Certo Terrazzo (Lost purchase receipt, warranty card, purchase email, etc.).
  2. The product is damaged due to improper transportation, installation, use, and maintenance by the customer, failing to follow the instructions in the Certo Terrazzo installation and user manuals.
  3. Damage caused by the customer's own disassembly, repair, or replacement of the product with parts or components that are not from Certo Terrazzo or not designated by Certo.
  4. Damage caused by installing products in corrosive environments (corrosion due to alkaline, salt, or acid environments) without consulting a Certo specialist.
  5. Parts that frequently need replacing due to aging and corrosion over time include rubber gaskets, seals, and filters.
  6. Cosmetic defects such as scratches, reduced shine, wear, etc., arise from prolonged use without maintenance by Certo terrazzo specialists.
  7. Defects may arise due to construction or renovation processes affecting the product.
  8. Problems arise from using water sources that do not meet Vietnamese standards for drinking water quality.
  9. The defect occurred due to foreign objects getting stuck inside the product.
  10. The product is out of warranty.
  11. In addition to the cases listed above, Certo Terrazzo will not provide warranty coverage for other damages or losses that are not the responsibility of Certo.

For any questions, please contact our Hotline: 092 881 6768 to get an answer.