1 Introduction

Welcome to the Connect Customer!

This policy has been developed in compliance with Decree No. 52/2013/ND-CP on E-commerce and Decree No. 85/2021/ND-CP on E-commerce Management, to ensure full compliance with Vietnam's legal regulations on online business operations.

By accessing and using this website, you accept and agree to the Terms and Conditions stated below, and the Terms of Use published on the Connect Customer website of DKSH, along with all applicable legal regulations.

2 Definitions

1. “Customer” or “You” means all the people who place an order to purchase Products on this website by logging into the website.
2. “Company” or “We”: DKSH Vietnam Co., Ltd. (Tax Code: 3700303206), the entity responsible for distributing products via the DKSH Connect Customer website.
3. “Connect” or “Connect Customer”: The online platform through which products are distributed to customers by DKSH Vietnam Co., Ltd.
4. “Buyer”, “Customer”: Any business, organization, or individual who seeks product/service information and makes purchases on Connect Customer. Customers must register an account and submit legal documentation to purchase applicable products.
5. “Account”: A business profile created by an individual or organization on Connect Customer to access the platform's services.
6. “Login”: Access credentials including username and password provided by the Company.
7. “Order” or “Purchase Order”: A request submitted by the customer through the Connect Customer system to purchase products.
8. “Product”: Health-related goods distributed via DKSH Vietnam Co., Ltd., including but not limited to supplements, cosmetics, medical devices,beauty equipment, consumables, and mom & baby products.
9. “Payment”: The process of completing a transaction through an agreed payment method.
10. “Voucher”, “Discount Code”, “Coupon”: Digital or physical codes provided by the Company or its partners that offer special discounts or benefits during online purchases.

3 Sales Policy

3.1 Eligible Buyers

Connect Customer offers products in the Health Care sector, including but not limited to supplements, cosmetics, medical devices, beauty equipment, consumables, and mom & baby products.

Eligible customers must complete full registration and receive login credentials. Depending on contractual agreements and the buyer's business license, Connect will display only the applicable product list for ordering.

3.2 Pricing & Promotions

All product prices listed on the Connect Customer platform are denominated in Vietnamese Dong (VND) and include the applicable Value Added Tax (VAT) and other mandatory taxes in accordance with prevailing laws at the time the order is placed. These listed prices, however, do not include delivery or order-handling charges, if any. Any additional fees applicable to the order will be explicitly shown at the checkout page before the Customer confirms the purchase.

The Company will make every reasonable effort to ensure that the product prices, descriptions,chemical compositions, and related product details published on the Connect Customer platform are accurate and up to date at the time of publication. These details are based on the information provided by the manufacturers or authorized distributors. Despite such efforts, the Company reserves the unconditional right to change or adjust the product’s pricing, descriptive information, specifications, or any other related content at its sole discretion without the need to provide prior notification to the Customer.

Furthermore, while the Company exercises diligence to ensure that all displayed prices and promotional programs are correct and reflect actual offers, technical or human errors may still occur. In the event that a pricing error or promotional error is detected after an order has been placed, the Company reserves the right to cancel the order, even after it has been automatically confirmed by the system. In such cases, the Customer will be notified and advised on the appropriate resolution.

The Company also reserves the right to set credit limits for Customers and to restrict the maximum order value or product quantity per order. In addition, the Company may, at its discretion and without prior notice, decline service to any Customer or cease to make certain products or promotional offers available through the Connect Customer platform.

3.3 Payment Methods & Invoicing

The Company offers multiple payment options to accommodate customer preferences,operational requirements, and compliance with financial and tax regulations. The available payment methods include the following:

1. Cash on Delivery (COD): This payment method allows Customers to pay for their order in cash directly to the delivery personnel upon receipt of the goods. This option is strictly limited to orders with a total value below 20,000,000 VND.
2. Transfer on Delivery (mPay): Customers may opt to make payment via bank transfer using the application provided by the logistics partner at the time of delivery. The amount will be directly transferred to the Company's designated account.
3. Bank Transfer (Prepayment): Customers choosing this option are required to complete payment via bank transfer prior to delivery. The Company will issue a payment instruction,and only upon confirmation of receipt will the order be processed and dispatched.
4. Deferred Payment (Credit Terms): This option is reserved for selected customers who have signed a credit agreement with the Company. Under this arrangement, the customer is granted a payment term and is responsible for ensuring timely settlement in accordance with the mutually agreed terms. The Customer must select the registered default payment method to validate the credit application.

Upon successful order placement and processing, the Company will issue an official electronic invoice (e-invoice) in compliance with Vietnam's invoicing regulations. The invoice will be sent to the Customer’s registered email address. Customers are responsible for reviewing their invoice details and must report any discrepancies within a reasonable timeframe. For any invoicing issues or non-receipt of the invoice, Customers may contact the Company’s toll-free hotline at 1800 1038 or 1800 5777 06 for support.

4 Delivery & Shipping Policy

4.1 Delivery Scope

The Connect Customer platform offers nationwide delivery services throughout the territory of Vietnam. Orders will be delivered to the shipping address as registered in the Customer’s account or as explicitly stated during the order placement. The Company reserves the right to decline delivery in cases where delivery is infeasible due to geographical limitations, legal constraints, or force majeure events.

4.2 Delivery Services

Once an order has been successfully placed and confirmed by the Company, the delivery will be scheduled in accordance with standard procedures. The Company endeavors to ensure that all products are delivered in good condition and within a reasonable time frame. However, the delivery timeline is subject to external factors beyond the Company’s control such as natural disasters, public health emergencies, government-imposed restrictions, or delays caused by third-party logistics providers.

Please note that deliveries will not be carried out on Sundays or national holidays. After order confirmation, changes to the delivery address are not permitted. It is the Customer’s responsibility to ensure the accuracy of the delivery address prior to submission. The Company will not be liable for delivery failures resulting from incorrect or incomplete address details.

The Company reserves the right to withhold or cancel delivery if there are reasonable concerns related to the Customer’s creditworthiness or identity verification.

4.3 Delivery Fee

The Company provides free nationwide delivery for all orders placed through the Connect Customer platform. No additional shipping fees will be charged to the Customer, unless otherwise specified in advance.

5 Inspection Policy

5.1 Inspection Time

Customers are required to check the condition and accuracy of the goods immediately upon delivery. The inspection must be conducted in the presence of the delivery personnel at the time of receipt.

If the Customer is unable to perform a joint inspection with the delivery personnel, the Customer must record a continuous, unedited video of the entire process of unpacking and inspecting the goods as evidence. The video must clearly capture the shipping label, package condition, and product details.

5.2 Inspection Scope

During the inspection, Customers are entitled to verify the following:

1. The physical condition of the product, including packaging, security seals, labeling, and any included warranty cards.
2. The accuracy of the delivered items in terms of product type, quantity, batch number, and expiry date as compared to the accompanying delivery documents.

5.3 Order Discrepancies and Reporting

In the event that the delivered goods are incorrect, incomplete, or damaged, Customers must take the following actions:

1. Refuse to accept the goods and immediately notify the delivery personnel
2. Contact the Company via the toll-free hotline 1800.1038 or 1800.5777.06, or email [email protected] to initiate the return or replacement process.
3. If the issue is discovered after receipt, the Customer must report the issue to the Company within 24 hours of receiving the goods.

Important Notice:

Complaints or claims made after the 24-hour window will not be accepted unless otherwise agreed in writing. The act of signing the delivery receipt shall be considered as confirmation that the goods were received in full, in good condition, and as ordered.

6 Good return & refund policies

6.1 Conditions for Return

Returns and exchanges may only be accepted under specific conditions. In accordance with applicable consumer protection standards and the nature of the products involved, the following policies apply:

6.1.1 Eligible Return Scenarios

Customers may be eligible for product return or exchange in the following situations:

1. The product was delivered with a manufacturing defect.
2. The product was damaged or broken during transportation. This must be supported by visual proof captured during inspection (see Section 5).
3. The delivered product was incorrect or incomplete compared to the confirmed order. In such cases, the following conditions must be met:

1. The product has not been used and remains in its original packaging, with intact seals, labels, barcodes, warranty card (if any), discount vouchers, or promotional gifts (if applicable).
2. The return is accompanied by the original invoice, receipt, or VAT documentation.

Where these conditions are satisfied, the Company may either exchange the item for the correct one, provide the missing item(s), or accept the return and issue a refund.

6.1.2 Ineligible Return Scenario

The following scenarios are not eligible for return or refund:

1. Returns based solely on customer preference, personal taste, or change of mind.
2. Products that differ only in external packaging or design between manufacturing batches but are identical in composition and quality.
3. Cold-chain items or injectable medical products.
4. Products purchased under special promotions explicitly marked as non-returnable.

Customers are advised to thoroughly check orders at the time of delivery to avoid such situations.Refusal to accept delivery is allowed if the delivered goods do not meet order expectations.

6.2 Return Procedure

To initiate a return process, the Customer must notify the Company within 24 hours of receiving the goods. Once the request has been validated and the return conditions confirmed, the Company will process the return or exchange within a period of 7 to 14 working days.

Refunds may be issued directly or applied as a credit toward a future purchase, depending on mutual agreement between the Customer and the Company. The timeline for refund completion depends on the selected method.

6.3 Refund Policy

6.3.1 Refund Amount

The refund amount will reflect the value of the product or order as stated at the time the order was confirmed.

6.3.2 Refund Methods

The Company offers the following refund methods:

1. Order Credit: The refunded amount may be credited toward the Customer’s next purchase. This is subject to mutual agreement.
2. Cash Refund: Applied in limited cases where the refund amount is small and cash was originally paid.
3. Bank Transfer: Typically used for larger refunds or when the Customer has paid via bank transfer. Customers must submit a formal refund request along with accurate banking details.

6.3.3 Refund Timeline

1. For credits on subsequent orders: The credit will be applied upon placement of the next order.
2. For cash refunds: Processing will be completed within 7 to 14 working days, accompanied by an official payment slip.
3. For bank transfers: The refund will be processed within 7 to 14 working days depending on banking procedures.

For support with returns or refunds, contact:

1. Hotline: 1800 1038 or 1800 5777 06 (toll-free)
2. Email: [email protected]

7 Warranty Policy

7.1 Products Covered Under Warranty

Warranty services apply exclusively to medical devices. Cosmetic products and dietary supplements are not eligible for warranty claims.

7.2 Warranty Service Channels

7.2.1 Manufacturer Warranty Centers

Customers may contact the relevant brand’s official warranty service center for repair or replacement services. The Company can provide contact details of these centers via its toll-free hotline.

7.2.2 Exchange via DKSH

In cases where a product is deemed defective by the manufacturer, DKSH may facilitate an exchange or return in accordance with the policy described in Section 6.

7.3 Warranty Conditions

All products distributed by the Company are covered under the warranty terms provided by their respective manufacturers. The following cases are excluded from warranty coverage:

1. Normal wear and tear or consumable usage.
2. Absence of a valid warranty card, or a warranty card that is damaged, unreadable, or has been altered.
3. Expired warranty periods.
4. Invalid serial numbers or product codes (e.g., tampered, illegible, or mismatched with records).
5. Damage due to external causes such as fire, flooding, power surges, or incorrect voltage usage.
6. Physical damage due to mishandling, improper installation, insect infestation,unauthorized repairs, mold, rust, or deformation.

7.4 Warranty Period

The duration of warranty coverage is defined on the warranty card issued with the product. The time required for processing warranty claims depends on the response and repair timeline from the manufacturer. The Company will follow up with the manufacturer to ensure timely resolution and will notify the Customer once the product is ready.

7.5 Customer Responsibility

The Company does not assume responsibility for any personal data or software stored on the product. Customers are advised to back up any important data prior to submitting a product forwarranty assessment