Returns and claims

Return Policy

Engines, used machinery, and import-export services are not the same as ordinary retail goods. This policy explains how Tuong Hoa ImEx JSC handles return requests, inspection claims, service issues, and warranty questions. The quotation, invoice, or written agreement for each order may contain more specific terms.

Before purchase

Customers should review photos, videos, serial numbers, specification sheets, inspection records, scope of included accessories, packing method, and delivery terms before confirming an order. For used or reconditioned engines, we recommend a practical inspection by the buyer, buyer's representative, surveyor, or mutually agreed inspection company before shipment.

Eligible claims

A claim may be reviewed when the delivered item is materially different from the confirmed written description, a documented shipping damage issue is reported immediately, an agreed accessory is missing, or a written warranty condition applies. Claims should include order number, photos, videos, delivery documents, inspection notes, and a clear description of the issue.

Non-returnable items and services

Custom-sourced used engines, special-order parts, opened electrical items, goods altered after delivery, goods damaged by incorrect installation or operation, customs declaration services, consulting work, inspection coordination, freight, taxes, duties, and third-party charges are normally non-returnable unless a written agreement says otherwise.

Claim window

Visible shipping damage should be reported at the time of delivery or as soon as it is discovered. Other product-condition claims should be sent within seven calendar days after receipt unless the written warranty says otherwise. Delayed claims may be difficult to verify, especially if the engine has been installed, disassembled, operated, repainted, modified, or moved to another site.

Resolution options

Depending on the evidence and the written order terms, Tuong Hoa ImEx JSC may offer technical guidance, replacement of a missing accessory, repair coordination, partial credit, return authorization, or another reasonable solution. Any return must be approved in writing before shipment back. Unauthorized returns may be refused.

Refunds

When a refund is approved, the method and timing depend on the payment channel, bank processing, and deduction of any agreed costs. Freight, customs, inspection, bank, and third-party charges are not refundable unless the written agreement states otherwise.

Contact

For return or claim support, email sales@tuonghoa-imex.com with photos, documents, and the order reference. Last updated: July 17, 2026.