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.