RETURN, EXCHANGE AND REFUND POLICY

1.  Scope

This Policy applies to products purchased through the official sales channels of Prima Vietnam Co., Ltd, including its website, showroom, online channels and authorised sales representatives.

For corporate orders, project orders, custom products or transactions governed by a separate quotation, purchase order, contract or set of sales conditions, the terms confirmed in the relevant transaction document shall prevail to the extent permitted by applicable law.

2. General Principles

Prima Vietnam does not provide a general change-of-mind return right. No longer needing a product, subjective preference or comfort, selecting the wrong model/size/fragrance/specification, or finding a different price elsewhere does not by itself create a return or exchange right.

Prima Vietnam considers returns or exchanges in the circumstances stated in this Policy, specific conditions disclosed before the transaction or where otherwise required by law.

3. Trường Hợp Được Hỗ Trợ / Eligible Cases

Prima Vietnam will receive and assess a request where any of the following applies:

The delivered product does not match the confirmed order in product type, model, size, version, specification, quantity or colour.

An essential component, accessory or item stated in the product description is missing.

The product is cracked, broken or damaged during transportation arranged by Prima Vietnam or its appointed carrier.

The product has a technical, manufacturing or quality defect determined to be the responsibility of the Manufacturer or Prima Vietnam.

The product materially differs from the information confirmed by Prima Vietnam at the time of purchase.

The product shows signs of prior use that were not disclosed as relating to a display, sample, open-box or as-is product.

Depending on the circumstances, the available remedy may include supplying a missing component, repair, replacement, product exchange, refund or another appropriate solution.

4. Request Period

For an incorrect delivery, shortage, visible damage or other issue reasonably identifiable upon receipt, the customer should notify Prima Vietnam within 48 hours of receiving the product.

For an issue discovered after opening the product or during initial inspection, the customer must submit the request within seven days of receipt for consideration under this Return and Exchange Policy.

A request submitted after the initial 48-hour period may require additional evidence to determine when and how the issue arose.

After the seven-day period, technical or quality defects will be handled under the applicable Warranty Policy, where available.

These periods do not exclude the customer’s rights in relation to latent defects, defective products or any other rights that cannot lawfully be excluded.

5. Conditions for Assessment

The customer must provide:

• A valid order number, invoice or proof of purchase.
• Contact information and details of the request.
• Photographs, videos or documents reasonably required to verify the product’s condition.
• The product corresponding to the item code, serial number or other identifying information recorded for the order.

Unless the product defect itself makes compliance impossible, the returned product must:

• Include all components, accessories, documents and promotional gifts supplied with it.
• Not have been independently repaired, dismantled, modified or tampered with.
• Not have been damaged through improper use, cleaning, storage or return transportation.
• Be suitably packed to minimise the risk of damage in transit.

The customer may open or inspect the product to the reasonable extent necessary to identify a defect. Prima Vietnam’s receipt of a product for inspection does not constitute approval of the return or exchange request.

6. Inspection and Packaging Preparation

Prima Vietnam may open transportation or outer protective packaging for inspection, mandatory labelling, reinforcement and resealing before delivery. This does not by itself indicate prior use where the product’s condition, quality and functionality are unaffected.

Further details on packaging and delivery evidence are set out in the Shipping Policy.

7. General Exclusions

Prima Vietnam may refuse a return or exchange request where:

• The product has been used, consumed or is no longer in its original condition due to the customer.
• A hygiene, health or safety seal or protective layer has been opened, unless opening was reasonably necessary to identify a defect.
• The product has been scratched, deformed, contaminated, affected by odour, dropped, exposed to water or otherwise damaged after receipt.
• Damage results from incorrect installation, operation, cleaning, storage, power supply or conditions of use.
• The product has been independently repaired, dismantled, structurally modified, had technical labels removed or had components replaced.
• The product was manufactured, imported, specially ordered, cut, combined, printed, engraved, personalised or modified at the customer’s request.
• The product code, serial number or identifying mark does not match the product supplied by Prima Vietnam.
• The product was not purchased through an official Prima Vietnam sales channel.
• Damage occurred while the customer independently transported or returned the product.
• The request shows evidence of substitution, fraud, inaccurate information or abuse of the Policy.

Natural characteristics or reasonable variations in colour, grain, texture, weight, dimensions, fragrance, softness, firmness or appearance between products or production batches are not considered defects where they remain within the applicable standard and are consistent with the published information.

8. Products Subject to Special Sales Conditions

Except where the product is defective, incorrectly supplied or materially inconsistent with the confirmed information, the following products are not eligible for return or exchange:

• Clearance or stock-disposal products.
• Products sold under a special promotional programme.
• Products sold as a set, combination or promotional package.
• Products purchased using a voucher, discount code or exclusive benefit subject to separate conditions.
• Products clearly identified at the time of purchase as “Non-Returnable”, “Clearance”, “Display Product”, “Open-Box Product” or “Sold As Is”.
• Products subject to separate return or exchange conditions disclosed before the customer confirms the transaction.

The applicable condition may be stated on the product page, promotional material, quotation, purchase order, invoice, delivery document, email, message or other transaction confirmation.

Display and as-is products

For a display, sample, open-box or as-is product, the customer is responsible for inspecting and confirming its condition before purchase.

Once the product’s condition has been disclosed and accepted, Prima Vietnam will not accept a return or exchange relating to:

• A disclosed packaging condition.
• A recorded scratch, dent, colour change or sign of display use.
• The absence of original packaging.
• A disclosed absence of non-essential accessories.
• An appearance or physical condition inspected by or disclosed to the customer before purchase.

Gifts, sets and combination offers

A promotional gift cannot be converted into cash or exchanged for another product.

Where an order is approved for return, all associated gifts and promotional benefits must also be returned. If a gift has been used, damaged or not returned, Prima Vietnam may adjust the refund by its published or reasonable value.

For a product set, combination offer or multi-buy promotion, the refund will be calculated according to the amount actually paid for the approved returned item after reallocating the applicable discounts and promotional benefits.

9. Process and Transportation Costs

The customer must contact Prima Vietnam before returning a product:

Customers must contact Customer Service using the details published on the Contact Us page before returning a product.

The customer must not send the product without prior confirmation and instructions. The receiving address will be provided after the request has been preliminarily accepted for assessment.

Once Prima Vietnam has received the required information and product for inspection, it will normally provide an expected outcome within seven business days. Where technical assessment or verification with the Manufacturer or carrier is required, additional time may be necessary and the customer will be informed.

Prima Vietnam will bear reasonable transportation costs where it confirms that:

• An incorrect or incomplete product was delivered.
• The product was damaged during transportation arranged by Prima Vietnam.
• The product has a defect attributable to Prima Vietnam or the Manufacturer.

The customer will be responsible for applicable costs where the product is found not to be defective, the request falls outside this Policy or damage results from unsuitable packaging or transportation arranged by the customer.

10. Refunds and General Provisions

A refund may be provided where:

• Prima Vietnam has approved the return.
• A suitable replacement product is unavailable.
• Repair or replacement cannot reasonably be completed within an appropriate period.
• The parties agree to a refund.
• A refund is required by law.

The refund will be based on the amount actually received by Prima Vietnam for the approved returned product, subject to reasonable adjustment for:

• Discounts and promotions applied to the transaction.
• The allocated value of products sold as part of a set or combination offer.
• Gifts or benefits that are not returned.

Services already properly supplied and completed, where the service was not required due to Prima Vietnam’s fault.

Transportation, installation or completed service fees are non-refundable unless the return results from Prima Vietnam’s fault or applicable law requires otherwise.

The refund will be processed within seven to ten business days after the inspection is completed and Prima Vietnam has received the product, accessories, promotional gifts and necessary payment information.

Where possible, the refund will be made to the original payment method. The time required for the funds to appear may depend on the bank, card issuer or payment service provider.

Returns and warranties are separate processes. A product being covered by warranty does not automatically entitle the customer to return the product or receive a refund.

Specific conditions disclosed on a product page, promotional programme, quotation, purchase order or transaction document form part of the transaction.

This Policy applies in the version effective when the order is confirmed. Nothing in this Policy excludes or limits any right or responsibility that cannot lawfully be excluded.