SHIPPING POLICY

1. Scope

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

This Policy applies together with the Terms and Conditions, Return, Exchange and Refund Policy, Warranty Policy and any specific conditions confirmed for an order.

For corporate orders, project orders, custom products, specially imported products or transactions governed by a separate quotation, purchase order, contract or delivery condition, the confirmed transaction document will prevail in relation to matters specifically addressed therein, to the extent permitted by law.

2. Delivery Coverage and Methods

Prima Vietnam supports nationwide delivery to addresses that can be lawfully and reasonably accessed by the relevant carrier.

Available delivery methods may include:

• Standard delivery.
• Express or same-day delivery in supported areas.
• Specialised delivery for large, heavy, fragile or specially handled products.
• Collection from the showroom or another location confirmed by Prima Vietnam
  

Available methods depend on product type, dimensions, weight, delivery address, carrier capacity and the time of order.

Certain districts, communes, remote areas, islands or traffic-restricted locations may require additional time, a surcharge or a specific delivery arrangement. Prima Vietnam will disclose any special condition before confirming the order.

3. Estimated Delivery Time

Delivery timing is calculated after the order has been accepted, delivery information verified and the applicable payment condition completed or confirmed. Standard estimates by area are shown in the table in Section 4.

Estimated timing excludes production, importation, special ordering, personalisation, stock replenishment, installation or technical handling. “Business day” excludes Sundays and statutory public holidays.

4.  Delivery Time and Shipping Fees

The table below summarises standard delivery timing and charges. The conditions shown at checkout or in the order confirmation apply to the relevant transaction.

Summary Table

The value used to determine free delivery is the net product value after discount codes, vouchers, discounts and promotions, excluding shipping, installation and additional service charges.

Standard delivery of Four Star mattresses within Ho Chi Minh City is free where stated on the product page or order confirmation. Mattresses outside Ho Chi Minh City, beds and large, heavy or bulky products may require a separate quotation.

Remote or island locations, express or timed delivery, multiple locations, redelivery, address changes after dispatch, upper-floor access or special services may incur actual additional costs. Any special charge will be disclosed before the service is performed.

Shipping costs relating to returns or warranty claims are determined by the cause of the request and the applicable policy.

5. Order Confirmation and Delivery Changes

Customers are responsible for providing accurate recipient name, telephone number, address, apartment or room number, delivery instructions and other necessary information.

Prima Vietnam or the carrier may contact the customer to confirm delivery information, timing and conditions. Inability to reach the recipient may delay delivery.

Customers should notify any address or recipient change before dispatch. Once the goods have been handed to the carrier, a change is subject to carrier capability and may result in additional cost.

Prima Vietnam is not responsible for delay, loss or incorrect delivery directly caused by inaccurate, incomplete or untimely updated information supplied by the customer, except to the extent that such responsibility cannot lawfully be excluded.

6. Inspection Upon Delivery

Customers should reasonably inspect the goods upon receipt, before signing a completed-delivery confirmation or before paying for a cash-on-delivery order where permitted by the carrier and product type.

The inspection may include:

The number of packages.

The external condition of boxes, bags, wrapping and seals and any sign of impact, tearing, moisture or prior opening.

The product name, item code, model, colour or size shown externally where this can be checked without breaking a usage seal.

Inspection does not include trial use, installation, removing product contents, breaking a hygiene seal, removing protective labels or any action that may reduce product value unless otherwise confirmed by Prima Vietnam.

Inspection availability depends on the procedure of the relevant carrier. If the delivery person does not permit inspection, the customer should photograph the package condition, record any issue on the delivery document or application where possible and contact Prima Vietnam promptly for guidance.

7. Unboxing Video and Delivery Evidence

To support prompt verification of an incorrect or incomplete delivery, damage, signs of prior opening or a dispute regarding product condition, Prima Vietnam recommends recording one continuous video of the complete unboxing process.

The video should clearly show:

• All sides of the unopened package.
• The tracking label, delivery label and the condition of seals or wrapping.
• The opening process continuously and without editing.
• The products, quantities, accessories and condition identified immediately after opening.

An unboxing video is useful evidence but is not the sole condition for Prima Vietnam to receive a complaint. Where no video is available, the customer should provide photographs, delivery records, order information, carrier communications or other reasonable evidence.

The absence of a video or timely evidence may limit the ability to determine when and how damage, shortage or a change in condition occurred, but does not remove any right that cannot lawfully be excluded.

Customers should not use sharp objects in a manner that may damage the product while opening a package. Damage caused by improper opening is not the responsibility of Prima Vietnam unless the packaging or opening instructions were unreasonable.

8. Refusal of Delivery

A customer may refuse delivery and should contact Prima Vietnam promptly where any of the following is identified at delivery:

• The package is seriously damaged, torn, wet, deformed or shows signs of opening or seal alteration.
• The product or quantity identifiable externally does not match the confirmed order.
• The delivery provider requests a cash-on-delivery amount different from the amount confirmed by Prima Vietnam.
• There is a reasonable indication that the product is unsafe to receive or continue transporting.

The customer should photograph or record the package condition, state the refusal reason on the delivery document or application and retain relevant information so that Prima Vietnam can investigate.

Where a customer refuses delivery solely because of a change of mind, no longer needing the product, selecting the wrong product or another reason outside the return policy, the customer may be responsible for disclosed and reasonable actual delivery, return or storage costs, to the extent permitted by law.

9. Failed Delivery and Redelivery

Delivery may fail where the address is inaccurate or inaccessible, the recipient cannot be reached, no authorised person is available, the recipient refuses the confirmed cash-on-delivery amount or another customer-related obstacle arises.

The carrier may make contact or redelivery attempts according to its own procedure. Prima Vietnam may contact the customer to reconfirm information or arrange another delivery attempt.

Redelivery, redirection, storage or return costs caused by the customer may be charged based on reasonable actual costs and confirmed information.

If the customer does not respond or arrange receipt within a reasonable period, the product may be returned to Prima Vietnam. Prima Vietnam may cancel the undelivered portion and refund the corresponding amount after deducting reasonable, unrecoverable costs permitted by law.

For custom, specially imported, personalised or difficult-to-return products, a customer’s failure to receive delivery will be handled under the specific transaction conditions and applicable law.

10. Partial Delivery, Split Shipments and Packaging

Prima Vietnam may divide an order into multiple packages or shipments where products are stored at different locations, require different preparation times or need separate delivery methods.

Prima Vietnam will provide notice where partial delivery materially changes confirmed timing, cost or conditions. The customer will not be charged extra solely because Prima Vietnam elects to split a shipment unless otherwise agreed.

Before delivery, Prima Vietnam may conduct a visual inspection, apply supplementary labels, add instructions, reinforce packaging, add protective material or otherwise prepare wrapping to meet import, legal, safety and transportation requirements.

Accordingly, transport packaging, protective wrapping, outer labels or internal arrangement may differ from the Manufacturer’s original packing condition. Such a difference does not mean that a product is used where it does not materially affect the product’s condition, quality, functionality or confirmed sales information.

11. Transfer of Risk and Delivery Confirmation

Unless separately agreed, risk of loss or damage passes to the customer when the product is physically delivered to the customer or a recipient designated by the customer.

Prima Vietnam’s handover of a product to a carrier does not by itself transfer risk to a consumer.

A signature, confirmation code, delivery photograph, location record, electronic confirmation, carrier record or recipient confirmation may be used as evidence of delivery.

Where a customer requests delivery to reception, security personnel, building management, a colleague, neighbour, family member or another designated location, delivery to that person or location is treated as delivery in accordance with the customer’s instruction unless Prima Vietnam or the carrier acts contrary to the confirmed instruction.

12. Delay and Events Beyond Reasonable Control

Delivery may take longer during peak periods, public holidays, Tet, major promotions or because of weather, natural disaster, epidemic, transport disruption, government restrictions, system incidents, carrier congestion, difficult-to-locate addresses, vehicle shortages or causes beyond reasonable control.

Prima Vietnam will take reasonable steps to monitor, coordinate and notify the customer where a material delay becomes known.

If delivery is materially delayed and the product has not been delivered, the customer may contact Prima Vietnam to agree on continued waiting, an alternative delivery arrangement or handling of the unperformed portion under the Terms and Conditions and applicable law.

Prima Vietnam is not responsible for indirect or not reasonably foreseeable loss caused by delay beyond reasonable control, except to the extent that such responsibility cannot lawfully be excluded.

13. Notice of Damage, Incorrect Delivery or Shortage

For externally damaged packaging, an incorrect or incomplete delivery or another issue reasonably identifiable upon receipt, the customer should notify Prima Vietnam within 48 hours of receiving the goods.

For an issue discovered after opening the package or during initial inspection, the customer should submit a request within seven days of receipt for assessment under the Return, Exchange and Refund Policy.

A request submitted after these periods may require additional evidence to determine when and how the issue arose. These periods do not exclude rights relating to latent defects, defective products or another right that cannot lawfully be excluded.

• The customer should provide:
• The order number, invoice or purchase information.
• Photographs or video of the package and product.
• The tracking number, delivery note, delivery-person notation or related evidence.
• A description of the issue and requested assistance.

Prima Vietnam will coordinate with the customer, carrier, Manufacturer or relevant party to investigate and provide an appropriate solution under the Return, Exchange and Refund Policy, Warranty Policy and applicable law.