Terms of Use


The information on this website is protected by copyright law, intellectual property law and other laws of the Socialist Republic of Vietnam. Please indicate the source of Bkav when using information from this website. This website also references other sources of information, you are only allowed to use such information in the consent of related parties.

All trademarks, logos, Product names contained in this website are registered and licensed.

1. Scope

- These terms apply to the purchases of all products (including but not limited to hardware and/or software, download links, license keys, codes and Backup CDs) (hereafter referred to as "Products") or services (hereafter referred to as "Services") which are sold in this website (hereafter referred to as "Site") by: Bkav Corporation (Seller) to Customer (Buyer).

2. Offer, Order and Acceptance

- All prices and Products descriptions on this website do not constitute an offer and may be withdrawn or modified at any time prior to Bkav's acceptance of Customer’s order. Bkav cannot guarantee that all Products are in stock, but is doing its best to ensure the availability of the Products.

- Bkav reserves without liability the right to reject Customer’s order if Bkav is not able to process or fulfill it. In this case Bkav will refund any prior payment that Customer has made for Products (if any). Any order submitted by Customer to Bkav is an offer to purchase the Products on these conditions and is subject to Bkav's acceptance. Bkav's acceptance takes effect and the contract is concluded upon Bkav’s delivery of Products to Customer. Customer declares that all and any information provided by Customer when placing an order is up-to-date and materially accurate in order for Bkav to fulfill the order. Customer is responsible for maintaining and updating Customer’s account information for accuracy and completeness and keeping such information and any passwords secure against unauthorized access.

3. Price

- Prices payable for Products are those in effect at the time of receiving the order, unless otherwise expressly agreed or mentioned. Prices will be indicated on the website, but the final and the right price in the event of any discrepancy is the one notified to Customer on Bkav's Acceptance of your order.

- Bkav reserves the right prior to the order Acceptance to withdraw any discount and/or to modify prices, to take into account increases in costs including (without limitation) costs of any materials, delivery, increase or imposition of any tax, duty or other levy and any variation in exchange rates. Programming or data errors in our website may lead to inaccuracies in prices. When the price is inaccurate or substantially different from the market price, Bkav will, in general, honor the orders, but reserves the right to correct the price and offer to sell the products at the correct market price.

- Bkav will notify Customer of any errors in prices prior to product delivery. In such event, if Customer chooses to continue with the order, Customer accepts the new conditions and prices as notified by Bkav. Prices (unless stated otherwise) are in the currency quoted on the website.

4. Payment

4.1 Payment methods

The following payment methods can be selected when making orders: Cash On Delivery, Credit card (Visa/ Master card), ATM card (domestic) and bank transfer.

4.2 Payment Instruction

4.2.1 Cash on delivery

- When making order, fill in the information on "Order details" and select “Pay in cash” method (default) and then click "Order" button.

- On receiving your order(s), Bkav will contact customers to confirm the order details.

- Customer will pay the order amount directly to our delivery staff upon receipt of the Product.

4.2.2 Via Credit card

- When making order, please select “Credit card” under “Select card type”.

- On receiving your order(s), Bkav will check the payment transaction. Bkav will inform customers if the transaction failed. If the transaction succeeds, Bkav will deliver the Order according to the committed time.

4.2.3 Via ATM card

- When making order please select “ATM card (domestic)” under of Select card type.

- Conditions: Customer's card is registered for Internet Banking. We support ATM card payment to all banks via OnePay.

- On receiving your order(s), Bkav will check the payment transaction. Bkav will inform customers if the transaction failed. If the transaction succeeds, Bkav will deliver the Order according to the committed time.

5. Delivery

- Bkav's delivery team is nationwide available. Therefore, we are fully proactive in the delivery with the highest reliability.

- Delivery range: 


- Delivery address: 

at Customer's registered address.

- Delivery cost: 


- Time for delivery: After Bkav contact Customer to confirm the order or the successful payment, the delivery staff will deliver within 1- 2 days (with Bphone, the time will take from 1 to 4 weeks depending on the delivery area).

6. Product Exchange/Return (Applicable for customers purchasing Bphone directly from Bkav via Bkav.com/Bphone, dealers and Bkav's showrooms)

Specific policy:

- 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.


  • Customer's name will be engraved directly on the product's frame, so the product is only accepted to return during 14 days due to manufacturer's error (details).
  • Customer can open the package for checking on receipt and can deny the receipt if products are not to your satisfaction.
  • Time for Change/Return is counted since Customer signs on receipt of ordered Products to the date that Bkav receives Products for Change/Return from Customer.
  • Products for Change/Return must be within warranty time.
  • Conditions for return

Products for Exchange/Return must satisfy the following conditions, applicable for all Products:

Conditions to be changed/returned Status
Report of release Yes
Promotional gift If any
VAT Invoice Yes (Invoice issued by Bkav)
Body No impact with hard objects causing scratch, edge distortion, crack, break, mould; no sign of being opened or repaired by unauthorized units
Screen Screen with no crack, break, or ink pouring. If there are light spots (screen dead spots): at least 2 spots or 1 spot with size of 1 mm and up
Function keys Function keys are not cracked, scratched, paralyzed or have no effect when using
Hardware Wifi is broken, Bluetooth is broken, and camera is broken and unaccessible. Power is lost or flickered when using or is off
Software Machine is suspended, unusable No sign of root
Box, accessories enclosed

Box is not distorted with Serial Number/IMEI on box which is the same as on the body.

Box is not damaged; adapter wire and microphone are not broken, scratched…

In case of lack of accessories: deduct as the price of accessories posted on the website.

Customer can contact directly to Exchange/Return at the Warranty center:

  • 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: Floor 7, Athena Building, No. 146 – 148, Cong Hoa street, ward 12, Tan Binh district
  • Working hours:

    • Monday to Saturday, except holidays
    • Morning: 08.00 - 12.00
    • Afternoon: 13.30 - 17.30 (Saturday afternoon: 13.30 - 16.00)
    • Customer Care Center: 1900 54 54 99

7. Warranty policy (Applicable for customers purchasing Bphone directly from Bkav via Bkav.com.vn/Bphone, dealers and Bkav's Showrooms)

All Products, phone accessories provided by Bkav will be applicable to the preferential warranty policy in the following forms:

Smartphones sold within 3 days, if there are faults from the manufacturer, will be changed for a new one.

Smartphone is changed for a new one on the condition that the body is not scratched, the smartphone is within valid warranty condition, all accessories in the box remain sufficient and new, the box is intact; IMEI number on the box and on the body must be the same. Pad must remain inside the box to protect Product and there includes the valid invoice and warranty certificate.

Smartphones are warranted free of charge within 12 months since the date of activation. In which:

  • Microphone and adapter will be warranted for 12 months
  • Case and battery will be warranted for 12 months

Some cases to Customer’s attention:

  • Smartphone of Bkav when being sold is entitled to “Warranty Policy” but must satisfy all warranty conditions of Bkav (see in Article Warranty Conditions). Accessories enclosed (guidebook, CD, box…) are not warranted
  • Bkav is not responsible for Customer’s storage data or programs lost due to technical errors arising.
  • During the warranty period, if there is any defect, Customer please sends the phone to the Warranty Center and it will take 03-10 days for repair.

Warranty conditions

Conditions for valid warranty

Products will be warranted if they satisfy the following conditions:

  • Products are within the warranty period, which is 12 months since the date of activation.
  • Damages due to quality of components or technical errors during the manufacturing process.
  • Products are not listed as denied for warranty.
  • Products to Warranty Center must remain warranty stamp and be enclosed with valid warranty certificate of that Product.
Accessories' name Warranty conditions
Mechanical details
  • Buttons stuck
  • Deformed products due to the swollen battery during the warranty period.
  • SIM card is not recognized
  • SIM card tray stuck
  • Power lost
  • Light leaking error
  • Parts are deformed, burnt, broken by itself during the warranty period.
  • Parts, accessories are not working or not working properly with their functions, deformed, warped which were not caused by external impacts or severe environment conditions.
Front and rear camera
  • Ensure bonded conditions.
  • Flashlight is not working.
  • Blue tint on photos.
  • Photos are blurry.
  • Videos are blurry.
  • Camera is not working.
  • The "selective focus" feature is not working.
  • Features are not properly as informed.
Module Display
  • Ensure bonded conditions.
  • Up 5 dead spots on the screen.
  • Touch errors.
  • Slider is not working to answer incoming calls.
  • Blue tint on the screen.
  • Functional buttons are not working.
  • Severe light leaking screen (clear color cleavage) around the screen border.
  • The screen flickers.
  • Touch disorders.
  • The screen displays wrong colors, deep color tint.
  • Ensure bonded conditions.
  • Battery is hot and drops fast.
  • Battery explodes.
  • Battery swells.
Speaker, Receiver
  • Ensure bonded conditions.
  • Speaker is not working, or low, cracked sound.
Flex USB Printed circuit board
  • Ensure outside form.
  • USB port cannot be recognized when connected to PC/laptop.
  • The device not charging when plugged into USB ports.
  • 3LED icons are not on when touching the screen.
  • Turn on speaker but no sound.
  • The phone cannot record or sound is deformed.
Flex Audio
  • Ensure bonded conditions.
  • No sound after headphones plugged in.
  • Charger is plugged in but no LED icon.
  • "Vibration" mode is activated but the device does not vibrate.
Antenna of TransferJet
  • Ensure bonded conditions.
  • Unable to transfer data.
Antenna 3G/GSM
  • Ensure outside form.
  • Insert SIM card but no carrier.
  • No cellular signal.
Antenna GPS
  • Ensure bonded conditions.
  • Not receive the satellite signal.
  • No notification icon.
Antenna Wifi
  • Ensure bonded conditions.
  • No Wi-Fi connection.
Main PCB version 16GB/64GB/128GB
  • Ensure bonded conditions.
  • Accessories on PCB are exploded.
  • Ensure bonded conditions.
  • Have power but unable to charge.
  • Charger is swollen.
  • Ensure bonded conditions.
  • Unable to communicate to data.
  • Unable to charge.
  • Ensure bonded conditions.
  • No sound.
  • Control buttons on headphones are not working.
  • Unable to talk.

Conditions to deny warranty

Products with one of the following conditions will not be warranted:

  • The warranty period is expired.
  • Bar code, IMEI number on Products are unidentifiable or inaccurate with Warranty Certificate.
  • Software enclosed or damages in software.
  • For remote customers, Products sent for warranty must be packed properly, enclosed warranty certificate and sender's address, contact phone ... and send to the address of Bkav’s Warranty Center. We are not responsible and do not warrant in case of products lost, broken in transit.
Accessories' name Conditions to deny warranty
Mechanical details
  • Deny the warranty for the aluminum frame in case of scratched USB port but still warrant for the device.
  • Products are damaged due to disaster, fire, flood, lightning attack, insects, and animals, placed in dirty, wet and high temperature places, mouldy, rusted or corroded, oxidized by chemicals etc.
  • Customer causes such defects as deformation, crack, scratch, burn etc.
  • Products are altered, repaired not at Bkav's Warranty Center.
  • No warranty stamp.
Module Display
  • Screen is warped, cracked, scratched or affected by sharp objects.
  • Plastic rim around the screen is broken.
  • There are dew, water condensation on the screen or mossy inside the screen.
  • Yellow tint screen under 3 dots with the diameter below 15 mm.
  • Appears vertical and horizontal lines but the screen does not flicker.
Flex USB
  • Not ensure bonded conditions.
  • PCB of Flex USB is deformed, torn or fired.
Flex Audio
  • Not ensure bonded conditions.
  • PCB of Flex Audio is deformed, torn or fired.
Antenna 3G/GSM
  • Not ensure bonded conditions.
  • Antenna is peeled, torn.
Antenna GPS
  • Not ensure bonded conditions.
  • Antenna is peeled, torn.
Antenna Wifi
  • Not ensure bonded conditions.
  • Antenna is peeled, torn.

Warranty Center

  • 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: Floor 7, Athena Building, No. 146 – 148, Cong Hoa street, ward 12, Tan Binh district
  • Working hours:

    • Monday to Saturday, except holidays
    • Morning: 08.00 - 12.00
    • Afternoon: 13.30 - 17.30 (Saturday afternoon: 13.30 - 16.00)
    • Customer Care Center: 1900 54 54 99

8. Technical support

- We ensure to support technical issues related to the use of Products during the usage period.

- In need of support, Customer can contact directly Bkav’s Technical Support Team according to our telephone number or send information to email in Customer’s software copyright certificate or warranty certificate.

- On receipt of Customer’s support request, we will draw out the solution within 24 hours.

- Time of technical support: All days in week, 24/24h.

9. Liability

Under no circumstances and under no legal theory, contract, or faults, shall Bkav or Bkav’s affiliates that participate in the selling of the Products, be liable for any indirect, special, incidental, or consequential damages for Products not manufactured by Bkav.

Bkav or Bkav’s affiliates will be liable for damages caused by a breach of a material contractual obligation with Bkav’s intention or gross negligence, but the limit of the amount of damages is up to maximum the Product's value. This limitation of liability applies to all damage claims irrespective of their nature and continues in force notwithstanding termination of the contract. Customer shall indemnify Bkav against any liabilities, claims and costs incurred by or made against Bkav as a direct or indirect result of selling Products or performing services of Customer causing an infringement or alleged infringement of any proprietary rights of any third party.

10. Termination of contract

The transaction shall terminate when Bkav completes the Product delivery to Customer. For smartphone Bphone, if Customer returns the Product to Bkav within 14 days since the date of receipt of the Product from Bkav, it means the termination of the contract with Bkav.

Bkav can suspend or stop the delivery of Products in case Customer commits any act of bankruptcy (deed of arrangement with creditors, signal of assets liquidating) or if Bkav believes that Customer cannot pay the debts. Bkav also can in these cases terminate Customer’s order by a written notice sent to Customer by email or fax.

11. Ownership of products

The ownership of the Products will pass to Customer at the time Customer completes the payment in full of the price of the order (including interest or other payment due for the Product).

12. Complaints

Upon receipt of Products, Customer is responsible for checking Products delivered by Bkav and verifying Products’ condition in accordance with description and only with respect to apparent defects of Products and short of delivery. If Customer fails to notify Bkav about such defects within 15 (fifteen) days, Customer’s rights arising from defective Products or short of delivery are invalid.

For Bphone, the Product will be applicable to Warranty Policy when Customer informs Bkav of Product’s defects.

In case of short delivery or delivery of wrong products, Customers shall send complaints to Bkav, and Customer’s complaints will be solved in accordance with the relevant complaint policy applicable.

13. Notices

Any notice or other communications in relation to the contract between two parties may be sent by hand delivery, pre-paid post, fax or e-mail to the latest address and contact that one party has notified in writing to the other. This will also be the address for legal proceedings in the manner prescribed by law. Except as set out above in relation to the cancellation of customer’s orders, such notices or communications (where properly addressed) shall be considered as received:

- By hand delivery: On the date of delivery at the relevant address (or, if this is not a working date, the first working date thereafter);

- By pre-paid post: 5 days (working days) after the date of posting;

- By fax: On the date of delivery, the evidence is a successful transmission report (or, if this is not a working date, the first working date thereafter).

- By email: On the earliest when (i) the recipient acknowledges on receipt of the email; (ii) the sender receives an automated message indicating successful delivery or the email having been opened; or (iii) 48 hours after the expiry of transmission, provided that the sender has not received notification of unsuccessful transmission.

14. Applicable law

All and any disputes arisen out of or in connection with the contract between two parties will be settled first amiably in maximum 30 days from the starting date of dispute. If the amiable negotiations fail any such disputes shall be settled by the law and the courts from the territorial jurisdiction of Bkav's office, as the case may be.

15. General terms

The provisions of these terms are separated and the invalidity of any provision will not affect whatsoever the validity of other provisions. These terms represent the freely expressed will and it is the only terms between Bkav and Customer, while any previous terms, whether written or oral, are not obligatory, except in case they are included herein. Bkav reserves the right to change the present terms from time to time and will provide notice of material changes on the present website. Customer’s continuing the order placed on this website, after such notice has been posted constitutes Customer’s acceptance of the changes. Customer is not entitled to transfer or assign any rights and obligations under these terms to a third party, without the written approval of Bkav.