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WARRANTY POLICY STANLEY VIETNAM

STANLEY VIETNAM applies the warranty policy to products officially distributed by MAISON RMI under the following conditions:

WARRANTY POLICY

WARRANTY CONDITIONS

• The product was purchased from the official STANLEY VIETNAM system distributed by MAISON RMI.

• The product is guaranteed to be free from workmanship or material defects and to maintain thermal performance, provided it is used according to instructions.

• Purchase invoice is available.

• The product has a technical defect within the warranty scope of STANLEY VIETNAM.

CONDITIONS OUTSIDE WARRANTY SCOPE:

• Not applicable to cases where product damage is caused by improper use / storage, failure to follow the instructions included with the product, or abnormal physical impact.

  • Warranty does not apply to damage caused by natural disasters or accidents, such as fire.
  • This warranty does not apply to any non-stainless-steel parts.
This warranty also does not apply to:
  • Counterfeit or imitation products.
  • Normal wear and tear, such as scratches, dents, or marks arising during use.
  • Post-purchase modifications, such as engraving or added accessories, misuse, improper use, or product neglect.
  • Putting the product in a microwave.
  • Putting the product in a freezer.
  • Using strong chemicals.
  • Unauthorized modification of the product.

WARRANTY-SUPPORTED CASES

Defect group

Example

Thermal retention defect

Does not keep hot / cold according to standard

Vacuum failure

Bottle body becomes abnormally hot when containing hot water

Abnormal leakage

Leakage from the product body or base

Broken functional component

Handle, lid, stopper, gasket

Seal/gasket defect

No longer able to seal properly

Actual corrosion / rust

Verified after proper cleaning has been performed

Material / workmanship defect

Cracking or abnormal structural separation

IMPORTANT NOTE ON PRODUCT TECHNOLOGY BY LINE:

For Quencher / IceFlow lines

• Quencher lines are designed to be splash-proof, NOT leak-proof.

• Slight leakage when turned upside down or used in straw mode is part of the product design and is not considered a technical defect or warranty defect.

For “rust” condition

• Some cases may only be mineral deposits, iron particles, or surface stains from use, not actual stainless-steel rust, and are not considered material defects if removable through normal cleaning.

• Before confirming a warranty defect, the customer should contact staff for guidance on proper product cleaning and the correct tool to check the actual condition.

WARRANTY RECEIVING PROCESS FOR CUSTOMERS WHO PURCHASED IN STORE

Step 1: Bring the product together with the purchase invoice directly to an official STANLEY VIETNAM store under the MAISON RMI system.

Step 2: Staff will check the product condition, record images, and receive the handling information according to the process.

Please note: STANLEY VIETNAM has the right to request additional information before making a support decision.

Step 3: After verifying the actual product condition, MAISON RMI / Stanley has the right to decide the appropriate handling method, including repair, component replacement, or exchange for an equivalent product.

• If an equivalent product is no longer available, the STANLEY VIETNAM brand management team will discuss another suitable support solution with the customer.

• Replacement products are not guaranteed to be exactly the same in color or finish as the original product.

• Limited Edition or seasonal color products are not guaranteed to be replaced with the same color, version, or finish as the original product. If the customer requests exchange / return handling, the customer must send back the old product for checking and verification. Due to limited stock of STANLEY VIETNAM products, the replacement product will be: the original model if still available, or another equivalent product currently available.

⚠️ NOTE

• Returns or refunds are not applicable in any form.

• Each STANLEY VIETNAM product is eligible for warranty support 01 time only.

• Store staff must not commit to replacement or confirm warranty before the inspection and verification steps are completed according to the current process of STANLEY VIETNAM and MAISON RMI.

  • Any shipping costs arising in relation to exchange / warranty (if any) will apply according to the current operating policy of MAISON RMI.

  • MAISON RMI and STANLEY VIETNAM reserve the right to refuse support for cases that do not meet the conditions under the current policy or show signs of improper, abnormal use or abuse of the exchange / warranty policy.

CASES OUTSIDE THE HANDLING SCOPE OF STANLEY VIETNAM

For products purchased from other sources outside the official STANLEY distribution system of MAISON RMI, please contact STANLEY APAC Customer Support directly:

  • Hotline: 1–800–251–4535

  • Available Monday – Friday 6:00 am – 4:00 pm PST | Saturday – Sunday 6:00 am – 3:00 pm PST

  • Email: info@stanley-pmi.com