RETURNS & REFUNDS POLICY

At FruitBuys Vietnam, quality is our top priority. As a wholesale supplier of food products, strictly adhering to food safety regulations (HACCP/ISO) is crucial. Therefore, our policy focuses on Quality Guarantee & Compensation rather than physical returns, ensuring efficiency and safety for all parties.

I. General Return Policy (Food Safety Protocol)

Due to international food safety and hygiene standards, FruitBuys Vietnam generally does not accept physical returns of food products once they have left our control or arrived at the destination country.

Returning food products across borders incurs high shipping costs and risks contamination. Instead of requiring you to ship defective goods back to Vietnam, we operate a “Refund or Replacement” policy based on evidence of quality issues.

II. Eligibility for Refunds or Replacement

You are entitled to a Refund, Store Credit, or Replacement if the products fall under the following categories upon arrival:

1. Quality Defects: Products are moldy, spoiled, or unfit for consumption due to manufacturing errors.
2. Wrong Items: You received a product different from what was stated in the Invoice/Contract.
3. Damage in Transit: Packaging is severely damaged affecting the product quality (Applicable if shipping is under CIF/DAP terms managed by FruitBuys).
4. Quantity Shortage: The received quantity is less than the invoiced quantity.

III. Inspection & Claim Period (Important)

To maintain fairness, strict timelines apply for claims:

• Visible Damage/Shortage: Must be reported within 3 business days of delivery.
• Quality Issues (Hidden defects): Must be reported within 7 business days of delivery.

Claims submitted after these periods implies the goods were accepted in good condition and satisfied the Buyer’s requirements.

IV. The Claim Process

We have simplified the process to resolve issues quickly without physical returns.

Step 1: Inspect & Document
Do not dispose of the defective goods immediately. Take clear photos and videos of:

• The shipping label and box.
• The batch number/expiry date on the packaging.
• Close-ups of the issue (mold, damage, foreign object).

Step 2: Submit a Claim
Contact our support team with your Order Number and the evidence.

• Email: support@fruitbuys.com
• WhatsApp: +84-919 739 589

Step 3: Evaluation & Resolution
We will review your claim within 24-48 hours. If approved, we will offer one of the following solutions based on mutual agreement:

• Option A (Best for B2B): Store Credit (100% value of defective goods) deducted from your next order.
• Option B: Partial/Full Refund to your original payment method.
• Option C: Replacement sent with your next shipment (to save shipping costs) or immediately (for urgent major errors).

V. Non-Refundable Situations

Please note that we cannot offer refunds or compensation in the following cases:

1. Improper Storage: Damage caused by the Buyer failing to store products correctly (e.g., leaving freeze-dried fruit in high humidity, exposing dried fruit to direct sunlight/heat) after receipt.
2. Change of Mind: You simply decided you no longer want the product, or you ordered the wrong item by mistake.
3. Taste Preference: Subjective dislike of the natural taste/texture (unless it deviates significantly from the standard sample).
4. Clearance/Sale Items: Items sold as “Short Date” or “Clearance” are final sale.

VI. Cancellation Policy

• Before Shipment: You may cancel your order for a full refund if the cancellation request is received before the goods are handed over to the carrier.
• After Shipment: Once the goods are en route, orders cannot be cancelled.

VII. Contact Us

If you have any disputes or require clarification on product standards, please contact our CEO’s office directly via the channels below. We are committed to a fair resolution.

• Email: support@fruitbuys.com
• Hotline: +84-919 739 589
• Address: 10/2 Ky Con, Ward 7, Phu Nhuan District, Ho Chi Minh City, Vietnam.

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