This Policy applies to all orders arising on the website https://ve-de-di.com/, which is directly operated, managed, and run by Về Để Đi Company Limited (“Về Để Đi”).

1. DEFINITIONS

Goods Inspection: Goods inspection refers to the process of examining and checking the products received in the packages sent by Về Để Đi against the products ordered.

Recipient: The Customer, or an individual or organization duly authorized/designated by the Customer to receive the goods.

Business Day: Monday to Friday of each week, excluding public holidays and Tết holidays as prescribed by Vietnamese law. The time for the responsible department to receive and process requests/orders is from 09:00 to 17:00 on Business Days. Requests submitted online outside the above hours will be received and processed during the next working hours.

2. DELIVERY

2.1. Delivery Methods and Carriers

Standard delivery: Standard delivery is free for each online order of 3,000,000 VNĐ or more (including VAT). You can upgrade your delivery method for speed and convenience for an additional charge. Delivery options and timeframes available for the items in your order and for your location are shown at check-out.

Express delivery: Faster delivery options: For more details about expedited delivery methods, please contact us: +8476 6343 438.

Delivery timeframes for a limited edition product: The delivery date will be shown at the point of order confirmation.

2.2. Geographic Scope

Delivery options are determined based on the products in the order, the delivery location, and the service area of the logistics provider, while ensuring compliance with the legal conditions for trading, selling, and delivering alcoholic beverages.

The service area and any specific geographic limitations are displayed during checkout or notified so that the Customer may consider them before accepting the order.

Addresses that cannot be reached, restricted routes, places without a suitable delivery option, or places where delivery is not permitted by law may not be served. Regarding notice of limitations and coordination in handling the order, no fee that has not been announced or validly agreed will be imposed unilaterally.

For delivery requests outside the scope offered at checkout, the Customer should contact Về Để Đi to confirm serviceability. This Policy does not by itself create a commitment to deliver internationally where no lawful method has been offered and confirmed.

2.3. Estimated Delivery Time

• Reference time to cities in Vietnam: The average shipping time announced by Về Để Đi is from 5 hours to 5 days.
• The specific time depends on the shipping method, the delivery address, and the assigned logistics provider. The time slots available for the product and the Customer’s location are displayed during checkout; the specific delivery information for the order is shown on the confirmation or the corresponding notification channel.
• Limited-edition products: The expected delivery date is shown in the order confirmation. Goods are delivered when available according to the announced schedule; if the goods are not yet available or need separate preparation time, Về Để Đi will provide information so that the Customer is informed before accepting.

The distance from the warehouse to the delivery location and bad weather may affect progress. Where a delay arises, Về Để Đi will notify the cause, the new expected time, and the resolution plan under Section 2.7.

2.4. Delivery Costs

Shipping costs are determined based on the delivery address, shipping method, weight, size of the goods, and actual transport conditions.

The cost for shipping is calculated and displayed at the checkout page before you complete your order.

Where costs arise from a change of delivery address or a redelivery request, Về Để Đi will notify the Customer of them and of the basis for calculating the fee before proceeding.

2.5. Changing the Address and Recipient

The Customer may request to change the delivery address when all three of the following conditions are met: (i) the order status is still “To Pack”; (ii) the shipping fee remains unchanged after the address change; and (iii) the mobile phone number used for contact has been registered for the order/account.

To request a change, the Customer should contact +84 766 343 438 and provide the order number, the registered phone number, and the new address. Về Để Đi will check the conditions and confirm the result before updating.

If the order is no longer in “To Pack” status or the shipping fee changes, the request will not be processed automatically under the above mechanism. Về Để Đi will check its ability to assist and notify the Customer of a lawful option, if any; it will not unilaterally change the route or charge additional fees without the Customer’s acceptance.

2.6. Tracking Information from the Logistics Provider

Carriers and tracking: Once you have placed an order, you can visit our delivery partner tracking page: https://i.ghtk.vn/ to get an estimate of the delivery timing of your order.

Customers can track your order through the Order Status. The time taken to deliver your order will vary based on: (i) The shipping method; (ii) Destination address: (iii) Logistics partner automatically assigned at time of ordering

Logistics service providers are responsible for providing proof of delivery (photos and recipient's signature) to both the buyer and seller upon request.

2.7. Late Delivery, Lost Goods, and Failed Delivery

Where there is a risk of delay, Về Để Đi will notify the reason, the new expected time, and the remedy, and will proactively coordinate with the Customer to agree on a resolution. Where delivery cannot be completed by the committed time, the options, including continuing the transaction, cancelling the unperformed portion of the obligations, or refunding the payment, will be resolved on the basis of a lawful agreement between the parties and in accordance with current law.

If the Recipient cannot be reached or is absent, or the address is inaccurate, the delivery person will record the actual situation so that Về Để Đi can make contact and agree on a plan.

Depending on the specific case, the Customer will be assisted with product exchange, supplementary delivery, or a refund in accordance with the relevant policies.

3. GOODS INSPECTION AND DELIVERY CONFIRMATION

3.1. Timing of Inspection

Về Để Đi allows customers to co-inspect with the delivery staff at the time of receipt.

After receipt, if the customer discovers any error, they may contact the customer care department for exchange or return support. Note that customers should record a video of the unboxing process as reference evidence if necessary.

3.2. Scope of Inspection

After Về Để Đi’s staff has confirmed the order according to the following criteria, the customer may check the quantity of products received and compare the products received against the products ordered:

• Basic product attributes: product name, unit of measurement, quantity, packaging specification, and origin of the product.
• Product appearance: compare against the representative image of the product displayed at the time of ordering and after Về Để Đi’s staff has confirmed the order.
• Product boxes bearing seals or security labels must not be opened.

3.3. Age Verification

In accordance with the regulations of Về Để Đi and the authorized intermediary carriers, Về Để Đi has the right to verify the customer’s age where there is doubt about the customer’s age. This verification is intended to ensure that the customer is at least 18 years old when using the delivery service, and includes the following methods:

• Requesting presentation of personal identification documents: Identity Card/Citizen Identity Card, Passport, Driver’s License, etc.
• Using other authentication measures: Comparing the photo in the app with the photo on the identification document, using facial recognition technology, etc.

Note:

• Age verification is carried out only where there is reasonable doubt about the customer’s age.
• The customer has the right to refuse to present documents. However, Về Để Đi and the carrier have the right to cancel the order if the customer does not cooperate.
• The collection and storage of customers’ age information comply with the regulations on the confidentiality of personal information.

Customer rights:

• Customers have the right to receive a clear explanation of the reason for the age verification.
• Customers have the right to refuse to present documents. However, please note that this may result in the cancellation of the supply of products or services.
• Customers have the right to file a complaint if the age verification is not carried out in accordance with regulations.

3.4. Co-inspection with delivery staff

• Upon receiving the goods, customers should check the quantity and condition of the products together with the delivery staff when possible
• If any discrepancies are found, customers should immediately notify the delivery staff and record the details of the issue
• TThe delivery staff will contact Về Để Đi customer service to assist with the resolution of the issue

3.5. Self-inspection after receipt

• Customers can continue to inspect the goods after the delivery staff has left.
• If any discrepancies are found, customers should contact Về Để Đi customer service within 24 hours of receipt
• Customers must provide clear evidence of the issue, such as photos or videos, to support their claim.

4. HANDLING OF ERRORS AND COSTS

Về Để Đi will investigate reported errors and take appropriate measures to resolve the issue. Depending on the nature of the error, the following actions may be taken:

• Product exchange: If the product received is incorrect or damaged, Về Để Đi will exchange it for the correct or undamaged product.
• Refund: If the product is out of stock for exchange, Về Để Đi will refund the customer.
• Other forms of compensation: In some cases, Về Để Đi may offer other forms of compensation, such as discount vouchers.

Please refer to the Exchange, Return, Refund & Order Cancellation Policy on the Website for further details on the above methods.

Về Để Đi has the right to refuse to accept and process a complaint where there are sufficient grounds to determine that the request falls outside Về Để Đi’s responsibility, that the product has been replaced, that there are signs of fraud, or that damage arose from improper use or storage after the valid handover.

5. CONTACT INFORMATION

Customers may contact:

• Email: hello@ve-de-di.com.
• Hotline: +84 766 343 438.
• Form: https://ve-de-di.com/lien-he/.

Về Để Đi will record, verify, and notify progress and results in accordance with the published complaints procedure and statutory time limits. Internal results do not exclude the right to contact competent authorities, file a lawsuit, or claim compensation.