PRODUCT POLICY
1. Sales Policy
1.1. Ordering
Customers can place orders via the website, email, or direct contact with the sales department.
All orders will be confirmed via email or an official sales contract.
A 50% deposit of the total order value must be paid before production, with the remaining amount due before shipment.
1.2. Pricing and Payment
Product prices are listed in USD or VND and may vary depending on order quantity.
Accepted payment methods: bank transfer, L/C (Letter of Credit), PayPal, or other agreed methods.
All international transaction fees are borne by the customer.
2. Shipping Policy
2.1. Shipping Methods
Delivery by sea freight, air freight, or international express shipping based on customer requirements.
For bulk orders, the company will assist with delivery to the export port.
Small orders can be shipped via express services such as DHL, FedEx, UPS, or EMS.
2.2. Delivery Time
Production time ranges from 15 - 30 days, depending on order quantity.
Shipping time varies based on the method:
Sea freight: 20 - 45 days, depending on the destination country.
Air freight: 5 - 10 days.
Express shipping: 3 - 7 days.
2.3. Shipping Costs
Shipping fees will be quoted in detail before order confirmation.
Customers are responsible for all import taxes and customs fees in their respective countries.
2.4. Packaging Regulations
Goods will be securely packaged according to international standards.
Carton boxes, wooden crates, or pallets (if needed) will be used to ensure product safety during transportation.
If special packaging is required, additional charges will apply.
3. Return And Refund Policy
3.1. Return Conditions
Customers have the right to return products within 7 days of receiving them if they find:
Items are broken or damaged during transportation.
Wrong items or incorrect quantity were delivered.
Returns are not accepted for subjective reasons (change of mind, incorrect size due to ordering errors, etc.).
3.2. Return Process
Customers must send a return request via email, including photos and details of the defect.
The company will respond within 3 business days.
If the request is approved, the company will provide instructions on returning the item to the warehouse in Vietnam.
Customers are responsible for return shipping costs unless the error is from the company.
3.3. Refund Policy
If the product is defective or cannot be replaced, the company will issue a refund through:
Bank transfer to the customer's account.
Deduction from the next order.
Refund processing time is 7 - 14 business days after confirmation.
4. Warranty Policy
Ceramic and handicraft products do not come with a warranty unless otherwise agreed.
If a manufacturing defect is found, the company will support product replacement.
5. Dispute Resolution
Any arising disputes will be resolved through negotiation.
If no agreement is reached, disputes will be settled according to the laws of Vietnam.