Making and delivery
Most pieces are made to order and take about five weeks. A few items are sometimes in stock and can leave sooner. In Vietnam we deliver to the door. Abroad, trade orders are quoted EXW Da Nang (Incoterms 2020) and we can help arrange packing and freight. For private clients abroad we quote delivery to the door.
Solid wood
Every piece is solid wood. Grain and colour change from board to board, so a piece will not match a photo or a sample exactly, and the colour of the wood changes slowly with light. Small movement with humidity is normal. If you want to see the boards for your piece before we make it, ask us for photos.
Care
Dust with a soft, dry cloth. Wipe up water and spills straight away, and use coasters under hot or wet things. Keep pieces away from direct sun, heaters and air-conditioning vents. Oiled surfaces can be refreshed with a hardwax oil when they start to look dry. Ask us which oil we used on your piece.
Hand-painted Hoàng Sa tops: clean with a soft damp cloth, without abrasive cleaners.
Warranty
General provisions
Warranty coverage. Warranty applies to the structural frame of the product (including joints, breakage, bending, warping).
Warranty principle. Due to the nature of handcrafted production and technical requirements for inspection and repair, ONONDETAILS provides warranty services exclusively at ONONDETAILS’ production workshop. Inspection or repair at the installation site shall only be carried out in exceptional cases and at the sole discretion of ONONDETAILS.
In cases where the product is installed in locations that are difficult to access or pose safety risks to ONONDETAILS’ technicians or staff, ONONDETAILS reserves the right to refuse warranty service or to propose additional service charges.
Cases not covered by warranty
Products that are damaged, broken, cracked, scratched, peeled, deformed, or deteriorated due to improper use, misuse, or use not in accordance with ONONDETAILS’ usage guidelines; and products damaged due to the following circumstances:
· Placement in humid environments or exposure to water or moisture from surrounding factors.
· Placement in enclosed, poorly ventilated environments with high humidity and insufficient natural light.
· Exposure to direct sunlight, high temperatures, or chemical substances.
· Damage caused by rats, cockroaches, pets, insects, termites, or other pests originating from external environments or other sources.
· Overloading or placing excessive weight or objects beyond the product’s intended capacity.
· Force majeure events such as natural disasters, fire, flooding, or use in harsh environmental conditions.
· Unauthorized repair, replacement of components, or alteration of the original design or structure of the product.
· Natural wear and tear during normal use; scratches or damages caused by the customer during usage.
· Products that have exceeded the warranty period (01 year from the delivery date).
Product warranty process
Step 1. Customer provides information. The customer is required to provide detailed information regarding the defect with accompanying photos to ONONDETAILS (info@onondetails.vn).
Step 2. Warranty request review. ONONDETAILS will respond to the warranty request within 24 business hours upon receipt of complete information.
Step 3. Receipt of warranty product. The customer shall properly pack the product (ensuring safe transportation conditions) and send it to ONONDETAILS’ production workshop, in accordance with the workshop-based warranty principle.
Step 4. Warranty service. Depending on the nature and extent of the damage or defect, ONONDETAILS will inform the customer of the exact timeline for repair, replacement, and return of the product.
Note. For products that meet warranty conditions under ONONDETAILS’ policy but cannot be inspected directly at the installation site due to technical constraints, the customer is required to return the product to ONONDETAILS’ workshop for inspection and handling.
If the defect is determined to be caused by the manufacturer, ONONDETAILS shall bear all costs related to repair, warranty service, and transportation of the product from ONONDETAILS’ workshop to the customer’s original delivery address.
If the defect is determined to be caused by the customer, the customer shall bear all repair costs, round-trip transportation costs, and any other related expenses incurred.
International customers
For products delivered outside Vietnam, customers are not required to send the product back to Vietnam. The customer sends photos and videos of the defect; ONONDETAILS will respond within 24 business hours and, if the defect is covered by this warranty, will either ship replacement components with repair instructions or arrange an agreed repair at the customer’s location. Return of the product to the ONONDETAILS workshop applies only if both parties agree in writing.