Frequently Asked Questions

Updated in April 2019

Product

Is the product on the website available?

Every product on Mihub's website is updated with stock availability or no stock. In case one or some of the products in your order are not available, Mihub will call to notify you of the earliest available date for you, within 2 hours after your order is successful.

Is Mihub's product genuine?

Mihub is the official distributor of smart home products of brands Xiaomi, Hafele, Samsung ... We are committed to selling genuine and brand new products from the manufacturer.

Order

Do I need to set up a user account on the website to order?

You do not need to register a new user account to place an order on Mihub's website.

How can I order?

You can place an order in one of the following ways: send orders directly from the website to Mihub; Call our hotline; Or open the Live Chat window with Mihub's customer service staff (in the lower right corner of the website) to submit the order.

How long is the order confirmed?

In most cases, you don't need to do anything else after placing an order successfully. Mihub will take orders for you and deliver them to you. If you need to confirm information or other notices, Mihub's customer service staff will call you up to 2 hours after your order is successful.

Payment & Delivery

What shipping and payment methods does Mihub support?

Mihub supports nationwide delivery. Customers can choose to pay on delivery or prepay by bank transfer. For payment on delivery, customers may be required to make a deposit in advance on a small payment.

How much deposit / prepayment do I need if I choose the payment method upon delivery?

For orders with a value of less than VND 1,000,000, there is no need to make a deposit. For orders with a value of VND 1,000,000 or more, you need to pay 20% in advance for the order value by bank transfer. Orders with delivery address in the city of Ho Chi Minh City do not need to prepay.

If I do not want to receive any goods after the shipment has been sent, will I get my deposit back?

Except for the reason the delivery is different from the product (s) you ordered, in any case of disagreement or inability to accept delivery, Mihub will not refund the deposit.

How long will I receive the product?

Orders in HCMC are delivered in 24 hours. Orders in other provinces are delivered in 2-4 business days depending on the region.

Can I track the waybill of an order?

You can contact Mihub to have your postal code provided within 24 hours of your order.

Installation & Use

Does Mihub support installation staff on site?

For smart lock products, Mihub will introduce locksmiths to customers when requested. The installation will incur a case-by-case cost and will be notified by the installer to the customer prior to arrival and installation. For other products, installation / installation is relatively easy, you can follow the instructions yourself.

Where can I find instructions on how to install and use the product?

You can see installation / installation instructions inside the product box; refer to the article and video for each product on Mihub's website; Or contact Mihub for assistance.

Can I get a firmware update or new version of software / application related to the product during the period of use?

Unless Mihub has prior notice of not being updated, in any case you can update the new version for the firmware and related software / applications to install and use the product normally.

Guarantee

What is Mihub's product warranty policy?

All products at Mihub are warranted for 06 months, including a 1-for-1 warranty in the first month. In addition, during use, Mihub technical support for all product-related issues.

In what cases is the product not covered by warranty?

Products are not warranted in the following cases: warranty stamps and seal (s) at damaged installation points are damaged; Product warranty expires; damage or failure not arising from the manufacturer (for example, customers self-damaging equipment during self-installation).

What is the product warranty process?

Customers who request for product warranty can notify Mihub via hotline or other contact channels (Facebook, Zalo) to notify the failure status. After verifying that the defective product is eligible for a warranty release, the customer brings the product to the nearest Mihub authorized store for inspection; or Mihub will send staff to receive the product.

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