Return & Exchange policy


Applied to customers who order Bphone directly via websites: and Bkav's showrooms


The policy is valid: from May 26, 2015



Customers have the rights to RETURN or EXCHANGE products and receive full refund, specifically:

  • - Return FREE 14 days for defective products (manufacturer's error, details).
  • - Within 14 days, Customers can return/exchange if they are not satisfied with products. However, customers shall be charged a return/exchange fee of 500.000 Vietnam Dong to avoid unknown orders.
  • Please check the products carefully upon receipt. If not satisfied, customers can refuse to receive it.
  • 14-day return/exchange duration starts from the receipt note's signed date to the date Bkav receive the Return/ Exchange products. (details)
  • Products to be returned/exchanged must remain within the warranty period and meet all warranty conditions.
  • Return/Exchange conditions

Return/Exchange products must comply with the following conditions that apply for all types of products.

Condition for Return Policy Status
Delivery note Yes
Promotion gift If any
VAT invoice Yes (Issued by Bkav)
Body No collision with hard objects which makes it scratched, dented, broken, cracked or moldy; no sign of arbitrary opening or repairing by unauthorized unit.
Screen No crack, panel liquid leak on the screen. If there are bright dots (dead pixel): should be more than 2 dots or 1 dot with the minimum size of 1 mm.
Function keys The function keys are not cracked and scratched. They does not work.
Hardware Wi-fi, Bluetooth, camera are not working properly. Bphone turns itself off or its battery power is unstable or shuts down.
Software Bphone often freezes and cannot be used
Not rooted (root)
Box, accessories Box is not dented, with Serial Number / IMEI on the box same as the body.
No defectiveness, unbroken charging cable. Headphone is not broken or scratched, etc.
In case of missing accessories: The amount of return fund is deducted based on accessories' prices listed on the websites
  • Return/Exchange address:

Please contact our Warranty Center to return and exchange products:

  • Address:
  • Hanoi Office: 1st Floor, HH1 Building, Yen Hoa New Town, Yen Hoa ward, Duong Dinh Nghe street, Cau Giay district
  • Ho Chi Minh Office: No. 67, Road 3, CityLand residential area, Ward 7, Go Vap district
  • Working hours:
  • Monday to Friday and Saturday morning, except holidays
  • Morning: 08.00 - 12.00
  • Afternoon: 13.30 - 17.30
  • Customer Care Center: 1900 54 54 99