After-sales service

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     TAN CUONG GREEN TEA’s product and service warranty policy (TCGT) stipulates the reasons for acceptance, requirements for returned products, and customer processing time.

1. REASON FOR ACCEPTANCE OF RETURN

Conditions for goods to meet the return requirements:

– The product is delivered wrong in quantity, information and model compared to the order.

– The product is damaged due to the manufacturer’s fault (quality failure, design error, content error, errors different from the manufacturer’s published quality standards) or errors during transportation. Transfer (deformed, scratched, stained, cracked, etc.).

– The product expires before or when the product is delivered to the Customer.

Customers change their usage needs:

– TCGT accepts to return goods because the Customer changes their use demand; however, the product accepted for return will be based on the business policy at the time of the Customer’s request.

– Does not apply to products under restricted return categories or products with fixed return notes in the product description.

2. REQUEST FOR RETURNED PRODUCTS

Return conditions:

– The product is intact, full of labels, in its original packaging, and sealed according to its original specifications (unless the product is defective or damaged during transportation).

– The product is not dirty, has no strange smell, and has no signs of being used.

– Customers also keep confirmation of their purchase at TCGT (order number, purchase invoice, delivery receipt, bank statement …)

Delivery time:

Unless otherwise specified in the product/service introduction on TCGT’s website, the Customer has 03 days from the date of receipt to submit a return request.

The time to request a return will be based on the following:

– If the Customer sends by post or delivery: the time is calculated according to the receipt stamp of the post office or delivery unit.

– If the Customer brings/sends the goods to the return centre by himself: the time is calculated when TCGT staff receives the returned product from the Customer.

Return cost:

– For products returned due to TCGT’s fault, the Customer will be free to return the goods.

– For products returned by TCGT due to the Customer’s change in usage, unless the TCGT product introduction stipulates that a return fee applies, the return will be free of charge.

3. REFUND PROVISIONS

Refund Principle:

The refund method is based on the Customer’s payment method when purchasing:

TCGT refunds the money to you but does not refund the shipping fee (Which will be deducted from the amount you paid) or the delivery fee. You must bear the entire shipping fee except for the following cases:

– Not the correct type of product or model as you ordered.

– Not enough quantity, not enough set as in the order.

– External condition is affected, such as peeling, and breakage occurs during transportation.

Refund method:

Refund methods include:

– Refund via bank transfer.

– Refund through the bank that accepts the card.

– Cash back at TCGT’s exchange centre.

TCGT does not refund cash for inter-provincial goods: priority is to refund to the customer’s card/account or via bank transfer.

Processing Time:

TCGT will send the result of the response to the refund request to the Customer via email or/and SMS within a maximum of 02 working days since TCGT receives the product back.

If the refund request meets the requirements in Section II, TCGT will carry out the refund procedure for the Customer from the time the return request is made within the following time:

– With non-bank payment method: Customers will receive the refund within 5-7 working days.

– With payment method via bank: TCGT will complete the refund procedure within 5-7 working days and send a request to the bank for processing and refund to the Customer’s account.