Return & exchange policy

NanoX is committed to full transparency, clarity, and consistency across all return, exchange, and goods inspection policies, ensuring the best possible protection of your rights and peace of mind throughout your product and service experience.

As a premium window film brand specializing in residential, commercial, and automotive applications, NanoX understands that every purchase decision represents an investment in experience, aesthetics, and long-term protection. For this reason, all return, exchange, inspection, and warranty policies are developed to the highest standards of transparency, accountability, and exceptional after-sales service — delivering lasting confidence from the moment you choose NanoX.

1. Goods inspection policy upon delivery

To fully protect your rights, please carry out the following inspection steps upon receiving your order from the delivery carrier:

1.1. Inspection procedure

Step 1. Receive the order: Accept the parcel from the delivery personnel and request to inspect it before making payment (for Cash on Delivery / COD orders).

Step 2. Check seals: Ensure the box or roll is fully intact, with the official NanoX authenticity seal and label undamaged and unremoved.

Step 3. Verify the product: Confirm that the film code, type, quantity, and color match your original order.

Step 4. Inspect the condition: Confirm that the product is free from warping, scratches, creases, or any physical damage.

Step 5. Accept or decline: If the order meets all requirements, proceed with payment and acceptance. If any discrepancy or damage is found, contact our Hotline at 0777.888.797 immediately for prompt assistance.

1.2. Important recommendation

NanoX strongly recommends that you record a video of the entire unboxing process. This footage serves as critical evidence should you need to file a complaint regarding shipping damage or product defects.

1.3. Right to refuse delivery

You are fully entitled to refuse delivery — even if full payment has already been made via bank transfer — in the following circumstances:

•  The product has been damaged in transit (warped, crushed, torn, etc.).
• The wrong product, film code, or quantity was delivered compared to your order.

2. Exchange policy

2.1. Customer-initiated exchange

NanoX supports customer-initiated product exchanges under the following terms:

 Conditions for eligible exchange products:

• The product must be unused, undamaged, and unaltered (no scratches, creases, cuts, etc.).
• All original accessories and packaging (if any) must be included.
• The replacement product must be of equal or greater value than the original (the customer pays any price difference).

Note: If the returned product does not meet the above conditions, NanoX will ship it back to the original delivery address at the customer’s expense.

2.2. Exchange or return due to seller (NanoX) error

In cases where the issue arises from NanoX, you are fully entitled to a product exchange or return under the following terms:

Qualifying circumstances:

• Product damaged or warped during shipping.
• Wrong film code or incorrect quantity delivered compared to the order.
• Missing accessories.
• Manufacturing defects (bubbling, cracking, discoloration prior to use, etc.).
• Product does not match the description published on the NanoX website or provided by NanoX advisors.

Resolution process:

Step 1. Contact NanoX via Hotline 0777.888.797 within 03 days of confirmed delivery.

Step 2. Submit evidence: photos/videos, order number, and contact details.

Step 3. NanoX will verify the information and respond with a proposed resolution within 24 – 48 hours.

Step 4. NanoX will arrange a replacement, supplementary delivery, or refund as agreed.

Step 5. Resolution will be completed within 7 – 14 business days.

If no defect is reported within 24 hours of delivery, NanoX reserves the right to decline complaint support for uninstalled products. For products that have already been installed and defects arise thereafter, please refer to the NanoX Warranty Policy or contact Hotline 0777.888.797 for prompt assistance.

3. Refund policy

3.1. Eligible refund cases

NanoX processes refunds in the following specific circumstances:

• NanoX is out of stock and the customer does not wish to wait or does not agree to substitute with an alternative product code.
• A critical error on NanoX’s part that cannot be resolved through exchange, supplementary delivery, or repair.
• Other exceptional cases mutually agreed upon in writing between NanoX and the customer.

3.2. Refund method

The refund amount will be transferred via bank transfer to the account details provided by the customer.

3.3. Refund timeline

NanoX commits to processing refunds within 07 – 14 business days from the date the refund is confirmed with the customer.

The actual timeline may vary depending on:

•  Bank processing speed.
• Time required to verify recipient account details.
• Public holidays and weekends (excluded from processing time).

4. Demo film sample policy

4.1. What is a free demo film application?

NanoX applies a small film sample onto a section of glass at your premises (applicable to residential and commercial window film). This allows you to observe the color and assess the actual heat-reduction performance by directly comparing areas with and without the film.

4.2. Who is this for?

• Customers who are interested in and considering residential or commercial window film installation.
• Customers who wish to compare different NanoX film lines before making a final decision.

4.3. How to register for a demo

• Contact Hotline 0777.888.797 or reach us through any of our online channels.

4.4. NanoX commitments

• The demo film application is completely free of charge with no hidden costs.
• For demo applications covering a large glass area, costs will be mutually agreed upon between the customer and NanoX prior to the demo.
• There is no obligation to make a purchase following the demo experience.

5. Installed products

Important Notice: Once window film has been installed and bonded directly to the glass, it is no longer eligible for return, exchange, or substitution with another product. This is due to the inherent nature of the material — once the film has been cut, shaped, and applied to the glass surface, its physical state has permanently changed.

Nevertheless, NanoX remains fully committed to supporting our customers through the following options:

5.1. If you are unsatisfied with the installed film

If, following installation, you are not fully satisfied with the film that was recommended and selected (e.g., too dark, too light, color differs from expectations, etc.), NanoX will:

• Provide a detailed re-consultation on the technical characteristics of the currently installed film.
• Analyze your actual requirements and preferences.
• Recommend a more suitable alternative film code if you wish to make a change.
• Assist with removal of the existing film and installation of a new one (costs to be determined by separate agreement).

In this case, NanoX does not provide a refund for the initial installation, as the film was used in accordance with the original order.

5.2. In the event of a technical defect from NanoX

If the installed film develops defects such as bubbling, cracking, peeling, discoloration, or similar issues attributable to a product fault or installation error by NanoX, you are entitled to warranty service in full accordance with the NanoX Warranty Policy.

6. Film care & maintenance guidelines

To ensure your window film performs at its best and maintains its durability throughout the warranty period, please follow the guidelines below:

During use, NanoX recommends cleaning the glass surface with a soft cotton cloth. Please avoid window cleaning solutions or harsh chemical cleaners on the film surface, sharp or abrasive objects that may scratch the film, and placing heat-emitting devices near the film.

6.1. Recommended practices

• Clean the glass with a soft cotton cloth or clean microfiber cloth.
• Use plain clean water to dampen the cloth for wet cleaning.
• Wipe gently in a single direction — avoid scrubbing or applying excessive pressure.
• Keep your warranty card in a safe place, or save your registered phone number for easy online warranty lookup.

6.2. Practices to avoid

• Do not use glass cleaners containing ammonia, high-concentration alcohol, or harsh chemical agents.
• Do not use sharp or hard objects (knives, scissors, fingernails, etc.) to clean the film surface.
• Do not place heat-emitting devices (hair dryers, portable gas stoves, etc.) near windows with installed film.
• Do not apply additional layers of film over the existing installation.
• In the event of a defect, do not attempt to remove, adjust, or repair the film yourself, or engage a third-party service provider outside of the NanoX network.

7. Frequently asked questions

Can installed film be returned?

No. Once window film has been installed on glass, it cannot be returned due to the nature of the product.

Is a physical warranty card required to make a warranty claim?

No. A physical warranty card is not required. You may look up your warranty using your registered phone number at nanox.vn/kiem-tra-bao-hanh/.

How long does it take to receive a refund?

NanoX commits to processing refunds within 07 – 14 business days from the date the refund is confirmed. The actual timeline depends on bank processing speed or the time required to verify recipient account details.

If I am unsatisfied with the installed film but there is no defect on NanoX’s part, can I get a refund?

No. However, NanoX remains committed to supporting you with available options. Please refer to Section 5 for full details.

Is the demo film truly free of charge?

Yes. The demo film application is completely free. NanoX also places no obligation on you to make a purchase following the demo experience.

8. Contact & support information

If you require further assistance with warranty lookup or claims, please contact us through the following channels:

8.1. Customer support hotline

•       Customer Care Hotline: 0777.888.797 (available 24/7)
•       Privacy Complaint Hotline: 0777.888.797

8.2. Online channels

•       Email: contact@nanoX.vn
•       Website: nanox.vn
•       Zalo OA: zalo.me/0777888797
•       Facebook: facebook.com/phimcachnhietNanoX

8.3. Showroom network

8.4. Corporate information

• Full Legal Name: NANOFILM TRADING & SERVICES CO., LTD.
• Business Registration/Tax Code: 0313728252 — Issued by the Ho Chi Minh City Department of Planning and Investment on 31 March 2016.
• Legal Representative: Mr. Vo Duy Hoang (CEO).
• Certifications: ISO 9001 (Quality Management System) + ISO 14001 (Environmental Management System).
• Registered and notified with the Ministry of Industry and Trade of Vietnam.