1. Return Policy:
1.1 Returns upon delivery: If you notice that the package is dented, damaged, or contains incorrect recipient information, please refuse the delivery at the time of receipt.
1.2 If you have already received the package and paid the shipping carrier, you have the right to request a return upon opening the package if you discover any of the following issues:
1.3 For products with manufacturing defects, the return policy of the brand applies. In all other cases, we regret that we cannot support a return policy. The following cases qualify for returns:
• Products with torn packaging or damaged during shipping.
• The product was delivered incorrectly, is missing accessories, or lacks the included gift.
• The product was shipped incorrectly or is the wrong color compared to the order.
2. Refund Method:
For orders returned due to an issue with the entire order, we offer a return and refund policy via bank transfer.
For orders returned due to an issue with part of the order, we offer product exchanges (if the product is in stock) or refunds via bank transfer.
3. Return Procedure:
Please notify us immediately within 24 hours (excluding Saturdays, Sundays, and public holidays) from the time of receipt. We reserve the right to refuse any product-related claims if you notify us after this period.
The Buyer is requested to follow the steps below to ensure the order return process is valid.
3.1 If the Buyer finds that the goods do not meet quality standards or do not conform to the agreement, or if the documentation is incomplete or does not meet requirements, representatives of both parties must prepare a report regarding the non-conforming goods, and the Buyer has the right to return the non-conforming goods to the Seller.
3.2 If the return request is valid, within the next 48 hours, the Buyer is requested to select a return method in accordance with the instructions on the biofixfresh.com website
3.3 Return details and shipping address:
BIOFIX FRESH TECHNICAL TRADING COMPANY LIMITED
Address: 71 DH607 Street, Group 2, Ben Tuong, Ben Cat Ward, Ho Chi Minh City.
Hotline: 1900 988 949 Email: info@biofixfresh.com
Subject: Return of Order No. xxxxxx
3.4 If, 7–10 days after the return request is confirmed, biofixfresh.com has not yet received the returned goods, biofixfresh.com will refuse to process any complaints and will consider the Buyer to no longer wish to return this order.
3.5 Upon receiving the returned order, biofixfresh.com will inspect it to ensure it meets the conditions outlined in Section 4.1. The Buyer will receive a notification in the account used to place the order within the next 7 days.
3.5.1 If the returned order is valid, the Buyer will receive a refund to their bank account within 5–15 business days.
3.5.2 In the event of an invalid order, biofixfresh.com will contact you to discuss the next steps.
4. Valid Return Orders:
The necessary arrangements for exchanges or refunds will be determined on a case-by-case basis. Please ensure all information required for the return is complete and accurate so that biofixfresh.com can process the return as quickly as possible.
4.1. Return Order Conditions:
– The product must match the description provided on the “Return Request” form and be in its original condition upon receipt.
– The order must be returned with all items included in the order, including purchased items, accessories, and any included gifts.
– Each order may only be returned once.
4.2. A return is invalid if:
– Information has not been provided, or the information provided is incomplete or inaccurate compared to the details submitted in the “Return Request” on the biofixfresh.com website
– More than 7–10 days have passed since biofixfresh.com confirmed the “Return Request,” and the returned order has not yet been received.
– The returned products do not match or are incomplete compared to the information provided on the “Return Request” form: missing products, missing gifts, etc., from the order.
– Products that do not meet the return standards outlined in Section 4.1, following biofixfresh.com’s review process
5. Wait for your refund
If the returned product meets the conditions in Section 4, biofixfresh.com will process the refund to your bank account within 5–15 business days (excluding Saturdays, Sundays, and holidays), starting from the date the order is approved for a refund.
If the returned product does not meet the conditions in Section 4, biofixfresh.com regretfully cannot issue a refund to you. For any feedback regarding the product that does not fall under the reasons listed above, please contact biofixfresh.com’s Customer Service Department for further assistance.
The seller’s obligations and the buyer’s obligations in each transaction
1. Seller’s Obligations:
• Provide goods of the correct quality and quantity: The seller must ensure that the goods or services provided conform to the description, quality, and quantity agreed upon in the contract.
• Deliver on time: The seller must deliver the goods on time, at the agreed-upon location, and in accordance with the terms specified in the contract.
• Provide relevant documentation: The seller must provide all necessary documentation, such as invoices, warranty certificates, shipping documents, and documents related to ownership of the goods.
• Ensuring the Buyer’s Legal Rights: The seller must ensure that the goods do not infringe upon the legal rights of third parties, such as copyrights or intellectual property rights.
• Rectifying Defects and Warranty: If the goods are defective or do not conform to the agreement, the seller is responsible for rectifying the defects, providing warranty service, or accepting returns as requested by the Buyer.
2. Obligations of the Buyer:
• Timely Payment: The Buyer must make full payment on time in accordance with the terms of the contract.
• Timely Acceptance of Goods: The Buyer must accept the goods on time and in accordance with the agreed terms, including inspecting the goods upon receipt.
• Notification of Issues Regarding the Goods: If defective goods are discovered, the Buyer must promptly notify the Seller so that the matter can be resolved in accordance with the regulations.
• Providing Accurate Information: The Buyer is responsible for providing accurate information regarding requirements, delivery address, and payment method to facilitate the Seller’s execution of the transaction.
• The Buyer must notify the Seller in writing of any issues arising after delivery.