After-sales policy

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TAN CUONG TEA (TCT) product and service warranty policy stipulates the reasons for acceptance, requirements for returned products, and return processing time to the Customer.

1. REASONS FOR ACCEPTING RETURNS

Conditions for goods to meet return requirements:

– The product was delivered with the wrong quantity, information, and design compared to the order.

– The product is damaged due to the manufacturer’s error (quality damage, errors in design, content, errors that are different from the manufacturer’s announced quality standards) or errors during transportation. (deformed, scratched, dirty, cracked, etc.).

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

Customers change their usage needs:

– TCT accepts returns because the Customer changes their usage needs; 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 in the return restriction list or products with return restriction notes in the product description.

2. REQUESTS FOR PRODUCT RETURN

Return conditions:

– The product is intact, with all labels and original packaging, and sealed according to original specifications (except in cases where the product is defective or damaged during transportation).

– The product is not dirty, smells strange, and shows no signs of use.

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

Time for returns:

Unless otherwise specified in the product/service introduction on TCT’s website, Customers have three days from receipt to submit a return request.

The time to request a return will be based on:

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

– If the Customer brings/sends the goods themselves to the return center, the time is calculated when the TCT staff receives the returned product from the Customer.

Return costs:

– Customers can return the goods for free for products returned due to TCT’s error.

– For TCT products returned due to customers changing their usage needs, unless the TCT product introduction stipulates a return fee, the Customer will be free to return them.

3. REFUND REGULATIONS

Refund principles:

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

TCT refunds your money but does not refund shipping fees (which will be deducted from the amount you paid) or delivery fees. You must bear all shipping fees except in the following cases:

– Not the right product type or model as you ordered.

– There is no more quantity and more sets as in the order.

– External conditions are affected, such as peeling or breakage during transportation.

Refund method:

Refund methods include:

– Refund via bank transfer.

– Refund through banks accepting cards.

– Cash refund is available at the TCT return center.

TCT does not refund cash for inter-provincial goods; priority is given to refunds to the Customer’s card/account or via bank transfer.

Processing Time:

TCT will send the return request response to the Customer via email or/SMS within a maximum of 02 working days from when TCT receives the product back.

If the refund request meets the requirements in section II, TCT will carry out refund procedures for the Customer from the time the return request is made within the following time:

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

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