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Support and warranty

Shipping and warranty policy at Vina Roaster

SHIPPING AND DELIVERY POLICY

Normally, after receiving order information, we will process the order within 24 hours and respond to customer information about payment and delivery. Delivery time is usually within 3-5 days from the date of closing the order or as agreed with the customer when placing the order. However, there are also cases where the delivery takes longer but only happens in the following force majeure situations:

- Our staff can't contact customers by phone, so we can't deliver.

- The shipping address you provided is incorrect or difficult to find.

- The number of orders spiked, causing the order processing to be slow.

- The partner delivers the goods later than expected, causing the delivery to be delayed or the shipping partner to deliver the goods

Regarding the shipping fee, we use an external shipping service, so the shipping fee will be calculated according to the fees of the shipping units depending on the location and volume of the order, when contacting to confirm the order with The customer will notify the specific fee to the customer.

For provincial customers who have a need to buy in bulk or wholesale customers, if they have a need to buy products, we will ask for the delivery service of shipping companies and the fee will be calculated according to the fees of the service providers. transportation service or according to the contractual agreement between the two parties.

RETURN AND REFUND POLICY

1. In case of exchange/return

- The product has been purchased but not satisfied

Buyers can return the goods when they are not satisfied within 1 hour of receiving the goods, Vinaroaster.vn will exchange the product for the customer. Products that want to be exchanged or returned need to be kept in their original, unopened, unused condition. It is not necessary to have tags or damaged boxes. No distortion or deformation.

- Product purchased is defective - Expiry date

Please check the product before paying. In case the product is damaged in transit, please refuse and return the product to us.

- The product cannot be used immediately upon delivery

First, take the time to read the user manual carefully and make sure the product is right for your needs. Please contact us immediately for assistance with returning goods

- The product delivered is not according to the order

You think the product delivered to you does not match the order? Please contact us as soon as possible, our system will check if your item was sent by mistake. In that case, we will replace the item you requested (when in stock).

2. Conditions of return and exchange

Conditions of time for exchange and return: within 01 day from the date of receipt of the goods and must immediately contact us at the above phone number to confirm the exchange and return of the goods.

Conditions of return and exchange:

- Returned products must be in their original condition

- The warranty card (if any) and the company's stamp on the product are intact.

- Products exchanged/returned must have full box, manual and have not been used.

- You bear the cost of shipping, packaging, collection of money, maximum communication costs equivalent to 20% of the order value.

3. Return and exchange process

Step 1: After receiving the goods. Please check carefully once before receiving the goods. If there is a problem, please contact the Customer Support Center while the delivery staff is still there

- The case after the delivery staff has gone - If you want to return the goods, you can contact us to be processed and schedule an exchange and return.

Step 2: After the Customer Support Center announces the appointment to receive the returned goods.

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