PRODUCT WARRANTY POLICY

Quality commitment and warranty conditions for BUMATECH materials

Code: CS-CCO-04 · Version 1.0 · Effective: 01/09/2026

Article 1. Quality commitment

1.1. The Company commits that its products meet the technical specifications published in the Technical Data Sheet (TDS) at the time of dispatch, in conformity with the applicable national standards and declared standards.

1.2. Every production batch undergoes internal quality control, and a reference sample is retained for traceability in the event of a complaint.

Article 2. Scope and warranty period

• Tile adhesives and tile grouts: warranted to meet published specifications (bond strength, open time, flexibility). Period: 12 months from the date of delivery, within shelf life.
• Cement-based and acrylic waterproofing: warranted for waterproofing performance when applied in accordance with the TDS procedure and consumption rates. Period: as per a separate project warranty dossier; by default 12 months for retail products.
• Masonry and plastering mortars, self-levelling and repair mortars: warranted to meet the published strength grade. Period: 12 months from the date of delivery, within shelf life.
• Admixtures and speciality products: warranted to meet published specifications. Period: as per the expiry date printed on the packaging.

2.1. For large-volume projects, the parties may sign a separate Project Warranty Dossier with a specific period and scope as required by the project owner.

Article 3. Conditions for warranty

Products are covered by warranty when all of the following are met:

a) Within the warranty period and the expiry date printed on the packaging;

b) Stored as instructed: in a dry, covered area, raised at least 10 cm off the ground, not stacked beyond the recommended number of layers, protected from direct sun and rain;

c) Applied STRICTLY in accordance with the Technical Data Sheet: correct substrate type, correct surface preparation, correct water ratio, correct consumption rate, correct weather conditions and curing time;

d) Used for the intended function and application area (for example, interior tile adhesive must not be used in permanently submerged areas);

e) Proof of purchase is available and the production batch number can be identified.

Article 4. Cases NOT covered by warranty

a) Defects caused by improper application: uneven substrate, dusty or excessively damp substrate, incorrect water ratio, insufficient consumption, no back-buttering for large-format tiles, no tile levelling spacers, application outside the recommended temperature range;

b) Defects caused by the building structure: structural cracking, settlement, rising damp from the ground, inadequate drainage, improperly treated pipe penetrations through slabs;

c) Product mixed with other materials, or with altered packaging or labelling;

d) Damage due to improper storage, natural disaster, fire or external mechanical impact;

e) Product that is not genuine BUMATECH, or whose origin and batch number cannot be identified.

With construction materials, most site failures arise from workmanship rather than material quality. The Company therefore applies an inspection mechanism to determine responsibility objectively, instead of accepting or rejecting claims arbitrarily.

Article 5. Warranty procedure

Step 1 — The customer notifies the Company: description of the issue, site photos, batch number and expiry date on the packaging, invoice, and details of the applicator. Time limit: as soon as the issue is detected.

Step 2 — The Company receives the claim, assigns a case number and sends a technician for a site survey. Time limit: response within 24 hours · on site within 48 hours for projects in Tay Ninh – Ho Chi Minh City – the South-East region.

Step 3 — A site report is drawn up and signed by the parties; reference samples are taken where needed. Time limit: at the time of the survey.

Step 4 — Comparison with the retained sample of the batch; where no agreement is reached, both parties engage an independent inspection body. Time limit: within 07 working days.

Step 5 — Conclusion and implementation: replacement, refund of the value of the defective goods, or technical support for remediation. Time limit: within 07 working days from the conclusion.

Article 6. Extent of liability

6.1. Where the defect is found to lie in product quality, the Company is responsible for: replacing with equivalent goods or refunding the value of the defective goods, and providing technical support for remediation.

6.2. The Company's liability for compensation is capped at the value of the defective goods as determined, unless otherwise agreed in writing by the parties or otherwise provided by law.

6.3. Independent inspection costs are borne by the party at fault as determined by the inspection conclusion.

6.4. The Company is not liable for indirect losses such as project delays or loss of business, unless separately agreed in writing.

Article 7. Preventive technical support

To minimise site issues, the Company provides free of charge: Technical Data Sheets (TDS) and consumption tables · application procedure guides · product selection advice by application · trial application of reference samples on site upon reasonable request. Customers are encouraged to contact the Company before applying products in demanding areas: swimming pools, rooftops, wet areas, large-format tiles.