DELIVERY, EXCHANGE, RETURN, REFUND, AND SERVICE TERMINATION POLICY
Legal references include Decree No. 52/2013/NĐ-CP on e-commerce, as amended and supplemented by Decree No. 85/2021/NĐ-CP, Law No. 19/2023/QH15 on Protection of Consumers’ Rights and its implementing instruments, and Law No. 91/2025/QH15 on Personal Data Protection and Decree No. 356/2025/NĐ-CP.
1. MONEY COUNTERS AND OTHER GOODS
1.1. Delivery Methods
- Goods may be shipped through a carrier or courier, delivered directly as agreed, or collected by the customer at the Company’s premises.
- The estimated delivery time is confirmed based on the delivery address, stock availability, and shipping method. If a delay occurs, the Company will notify the customer so they can choose to continue waiting or cancel the order under the applicable terms.
- The Company discloses any shipping or installation fees before the customer confirms the order.
1.2. Inspection Upon Receipt
Customers should check the condition of the packaging, the model, quantity, included accessories, and any visible signs of damage upon receipt. If a shipping-related issue is found, customers should document it in writing or record it on video and contact the Company promptly for assistance.
1.3. Exchange and Return Conditions
- The Company will consider exchange or return requests if the wrong product or quantity was delivered, the goods were damaged during delivery, promised accessories are missing, or a technical defect is confirmed to be the responsibility of the manufacturer or the Company.
- For defects identifiable through a standard inspection, customers should submit an exchange or return request within 7 days of receiving the goods, along with proof of purchase and relevant evidence. Defects that arise after this period remain subject to the product’s warranty policy.
- Returned goods should include the unit, all accessories, any promotional gifts, and documentation, and must bear the matching serial number. Goods showing signs of tampering, damage from being dropped, water damage, use contrary to instructions, or wear caused by use may be ineligible for a free exchange or return.
- Exchanges or returns due to a change of mind apply only if the Company has published a separate policy for that product or order, or if both parties have agreed to such an arrangement.
1.4. Refunds and Return Shipping Costs
Once a refund request is approved, the Company will refund the amount due using a payment method appropriate to the original transaction or another method agreed by both parties. Internal processing is expected to take 7–10 business days after inspection and verification are complete. The time it takes for the funds to reach the customer’s account depends on the bank or payment service provider. The party at fault bears the return shipping costs unless applicable law or an agreement provides otherwise.
1.5. Warranty
Warranty periods and terms depend on the model and are set out in the warranty card, product page, or quotation. The warranty does not limit any other rights customers have under consumer protection law.
2. ADVERTISING AND CONTENT PRODUCTION SERVICES
2.1. Service Delivery Process
The service process includes receiving the project brief, issuing a quotation or entering into a contract, pre-production, production, post-production, review and revisions, formal acceptance, and final delivery. Steps may be added or omitted depending on the scope of the project.
2.2. Service Termination or Cancellation
- Customers may request that a project be stopped in writing or by email. Both parties will review the work completed, third-party costs that cannot be canceled or refunded, and any payment obligations as of the date the project stops.
- If the Company cannot continue the project due to a fault on its part and the customer does not accept an alternative arrangement, the Company will refund the portion of payments received that corresponds to the unperformed work after both parties reconcile the amounts.
- If a project has to stop because the customer fails to provide materials or approve content, or because changes to the scope cause prolonged delays, the parties will agree on a revised schedule and any applicable project holding fees, or end the project in accordance with the contract.
- Custom-produced content generally cannot be returned in the same way as goods. Any refund is calculated based on the portion of work yet to be performed. The full project value is not automatically refundable.
2.3. Service Refunds
Any refund is calculated after deducting the value of work completed, reasonable costs already incurred, and nonrecoverable third-party charges under the quotation or contract. Refunds are expected to be processed within 7–10 business days after both parties confirm the reconciliation record or termination document, unless otherwise agreed.
2.4. Service Quality Complaints
Customers should submit feedback through the Company’s support channels and specify which items do not meet the requirements of the project brief, quotation, or contract. The Company will first seek to resolve the issue through revisions or additions within the agreed scope. If the issue cannot be resolved, both parties will negotiate an appropriate price reduction, refund, or termination.
