To provide convenience and satisfaction to our customers, thuannguyenrice.com has implemented suitable policies for customers who wish to exchange or return products. We hope that the products our customers choose are their preferred ones.
I. RETURN/EXCHANGE POLICY
1.Cases eligible for return/exchange:
1.1 – Incorrect product type or moldy upon delivery:
The product is considered a defective item, and the incorrect type is confirmed by Thuan Nguyen Rice Company Limited. If you encounter issues with a product purchased from thuannguyenrice.com, please follow these steps:
Step 1: Check the product for completeness, without water damage or removed water-resistant covering.
Step 2: Contact HOTLINE 0934930956 or email [email protected].
Step 3: Within 7 days from the delivery date, if confirmed by Thuan Nguyen Rice that the product was delivered with the wrong code or type, please proceed to Section III (Return/Exchange Instructions) to initiate the return/exchange process.
If unable to contact Thuan Nguyen Rice Center, please use the chatbox on the website.
1.2 – Damaged or missing items upon delivery:
Thuan Nguyen Rice encourages customers to check the exterior condition of the package, packaging, and products before payment to ensure that the goods are delivered correctly according to the order and the exterior is undamaged (no breakage/cuts/tears). If such cases occur, please refuse to accept the delivery and/or immediately report to the customer support department HOTLINE: 0934.930.956 for timely resolution.
In the event that a customer has paid, received the goods, and later discovers that the goods are damaged or missing, please take pictures of the product and send them to [email protected] for further assistance, such as returning/exchanging the product or sending the missing product to the customer.
After 24 hours from the customer’s receipt of the goods, Thuan Nguyen Rice reserves the right to reject support for complaints as described above.
2. Non-returnable/non-exchangeable categories (products not applicable for return/exchange):
- Promotional products (with a discount of 10% or more from the original price), fixed-price items.
- Products exchanged due to the customer’s dislike.
- Products used more than 5% of the weight.
3. Return conditions:
Please carefully read the specified conditions in our return/exchange policy to ensure that the requested product complies with all the following conditions:
- The product for return/exchange must be purchased online or at the company’s store.
- Original packaging and packaging must not be crushed or torn.
- Warranty label, brand label, and accompanying gifts (if any) must be complete and intact.
- Not dirty, broken, damaged, has a strange smell, or shows signs of use.
- Only accepted for exchange for a similar product (same code) with an equivalent or lower value.
- Customer must have the purchase invoice when exchanging the product. The company does not accept exchanges without the required documentation.
- Products that do not meet the above conditions for return/exchange will be automatically returned to the address registered by the customer in the order.
4. Return time:
The return policy for goods purchased at the company’s store system is 3-7 days.
For customers who place orders on the thuannguyenricec.com website, the return time is 3-7 days from the date the customer receives the product.
5. Return cost:
For products returned due to (1) and (2), customers will be exempt from return/exchange fees and will receive free delivery to the address specified on the return request form.
For products returned due to customer subjective reasons, customers will pay for the round-trip shipping fees.
II. RETURN AND REFUND POLICY
Depending on the reason for product return and quality assessment results, we will apply suitable refund methods:
1. Exchange for a new product:
- This option is applicable for cases where the product is damaged, incorrect, or moldy due to the carrier. We will exchange the product for a new one.
2. Refund:
- Refund is applicable for cases where the product is defective and there is no replacement product. The refund will be processed through a bank transfer to the account information provided by the customer.
- Processing time: If the customer’s return request meets all the conditions for return/exchange, Thuan Nguyen Rice will process the refund within 3 days from the date we receive the customer’s account information.
III. RETURN/EXCHANGE INSTRUCTIONS
- For online customers, please follow the detailed steps below:
- Within 3-7 days after receiving the product, if there is a need to exchange/return the product, please follow these steps:
Step 1: Check the conditions for returning the product.
Please refer to our return policy in Section I to ensure that the product meets all the conditions for return/exchange.
Step 2: Register the return.
Please send a request to return/exchange the product to email [email protected] with the following information:
- Full name of the person placing the order
- Phone number of the person placing the order
- Order number
- Return or exchange the product
- Reason for return/exchange
- Product code + quantity + size of the product you want to exchange
Alternatively, you can contact the Customer Care Department at 0934930956, provide the order number for us to find a suitable solution.
Step 3: Package the product.
The product for return/exchange needs to be carefully packaged using the packaging or box that we sent earlier, including:
- Product to be returned/exchanged.
- Sales invoice.
- Outside the package, please provide complete information:
- Full name
- Phone number
- Address
Note: Products cannot be exchanged WITHOUT the invoice from Thuan Nguyen Rice Company Limited.
Step 4: Send the product back to Thuan Nguyen Rice Company Limited.
Customers can contact the branches, offices of the shipping company DHL, VNPost, Viettel, Giao Hang Nhanh, Speedlink, etc., or the nearest post office to send the returned/exchanged goods to us at the address:
RETAIL CENTER: THUAN NGUYEN RICE – 227, AP THONG NHAT, PHU THO COMMUNE, TAM NONG DISTRICT, DONG THAP PROVINCE
- Please send returned goods through a shipping service. The company does not directly apply return/exchange at the specified address; we appreciate your understanding.
- After completing the process of sending the goods, the shipping company will provide the shipment code/order code of the package and a receipt clearly stating the status of the product for the customer.
- We are not responsible for any loss, loss, or breakage of the package (if any) during transportation.
- When packaging the product for return/exchange, you are responsible for the integrity of the product. We recommend that you pack the product carefully and in an appropriate manner to ensure that the product is not adversely affected during transportation and/or by external factors (if any).
Step 5: Perform the return/exchange of the product.
As soon as we receive your returned/exchanged