At FruitBuys Vietnam, we are committed to providing you with the best quality dried fruits and snacks in the world. We source our products from the finest farms and suppliers, and we use the most advanced drying technology to preserve the natural flavor, color, and nutrition of the fruits. We also offer a wide range of packaging and printing services, no minimum quantity order policy, free samples, and support for customs clearance. We want you to be completely satisfied with your purchase from us. That’s why we offer a generous return policy that allows you to return or exchange any product that does not meet your expectations. We believe that this policy is not only ethical, but also beneficial for both you and us. It builds trust, ensures customer satisfaction, and minimizes risk. With our return policy, you can shop with confidence and peace of mind. You can try our products without worrying about wasting money or being stuck with something you don’t like. You can also choose from different return options that suit your needs and preferences. Read on to find out more about our return policy and how it works.
I. What Can Be Returned?
We accept returns for most of our products, as long as they meet the following conditions:
- The products must be unopened and unused, in their original condition and packaging, with all labels and tags intact.
- The products must be returned within 45 days of delivery.
Some product categories have specific rules or exceptions that apply to them. These include:
- Perishable items, such as freeze-dried fruits, veggie chips, and exotic fruits, are subject to a partial refund of 50% of the purchase price, due to hygiene concerns and potential spoilage.
- Partially consumed products, such as opened bags or boxes of snacks, are not eligible for a refund or exchange, unless there is a manufacturer defect or an incorrect item was sent.
- Products that have pre-approved defects, such as minor blemishes or irregular shapes, are not eligible for a refund or exchange, unless the defect is more severe than expected or affects the quality or safety of the product.
There are some situations that are not covered by our return policy. These include:
- Change of mind, such as ordering the wrong product, size, flavor, or quantity, or simply not liking the product after trying it.
- Misuse, abuse, negligence, accident, alteration, improper storage, exposure to heat or moisture, or normal wear and tear, that causes damage or deterioration to the product or its packaging.
- External damage, such as scratches, dents, tears, or stains, that occurs during transit or delivery, or after the product has been received by the customer.
If you are unsure whether your product is eligible for a return or exchange, please contact our customer service team for assistance.
II. Return Process Simplified
Returning a product to us is easy and hassle-free. Just follow these simple steps:
- Contact our customer service team via WhatsApp +84-919 739 589 or email us at support@fruitbuys.com. Provide your order number, product name, reason for return, and preferred return option (refund or exchange).
- We will send you a return authorization number and instructions on how to pack and prepare your return. Please do not send your return without a return authorization number, as this may delay or invalidate your return.
- Pack your return in the original packaging, with all accessories, Styrofoam, documentation, and any other items that came with the product. Make sure the product is well-protected and secure. Write the return authorization number clearly on the outside of the package.
- Ship your return to our warehouse address: 229/4/9A Tay Thanh, Tan Phu District, Ho Chi Minh City, Vietnam. You are responsible for the cost and risk of shipping your return to us. We recommend that you use a trackable and insured delivery service, as we are not liable for any loss or damage that occurs during transit or delivery.
- Once we receive your return, we will inspect it and process your refund or exchange within 30 days. We will notify you by email when your return is completed.
III. Refund and Exchange Options
Depending on the reason and condition of your return, you may be eligible for a full or partial refund, or an exchange for the same or a different product. Here are some scenarios and considerations for each option:
- Full refund: You will receive a full refund of the purchase price (excluding any taxes, duties, fees, or charges) if the product is damaged, defective, or incorrect. The refund will be issued using the same payment method that you used for your order. The refund will not include any delivery charges or other costs that you incurred in returning the product to us.
- Partial refund: You will receive a partial refund of 50% of the purchase price (excluding any taxes, duties, fees, or charges) if the product is perishable, such as freeze-dried fruits, veggie chips, and exotic fruits. The partial refund is due to hygiene concerns and potential spoilage. The refund will be issued using the same payment method that you used for your order. The refund will not include any delivery charges or other costs that you incurred in returning the product to us.
- Exchange: You will receive a replacement product of the same or a different product, depending on availability and your preference. The exchange will be processed within the same timeframe as a refund. The exchange will not include any delivery charges or other costs that you incurred in returning the product to us. If the replacement product is of a higher value than the original product, you will need to pay the difference. If the replacement product is of a lower value than the original product, you will receive a partial refund of the difference.
IV. Contact and Customer Support
We are always here to help you with any questions or issues that you may have regarding our products or services. You can contact us via the following channels:
- Phone: +84-919 739 589
- Email: support@fruitbuys.com
- Live chat: available on our website https://fruitbuys.com
- Social media: follow us on Facebook, Instagram, Twitter, and YouTube for the latest news and updates
We aim to respond to your inquiries as soon as possible, usually within 24 hours. We appreciate your patience and understanding. If you have any dispute or complaint about our products or services, please contact us first and we will try our best to resolve it amicably and fairly. We value your feedback and suggestions, and we will use them to improve our products and services. If you are not satisfied with our resolution, you can escalate the matter to the relevant authorities or courts in Vietnam, as per the governing law and jurisdiction clause below. You can also find additional resources on our website, such as:
- Online return form: fill out this form to initiate a return and obtain a return authorization number
- Warranty information: learn about the warranty coverage and terms for our products
- FAQs page: find answers to the most frequently asked questions about our products and services
V. Frequently Asked Questions
Can I return after 45 days?
- No, you cannot return after 45 days of delivery. This is the maximum timeframe that we can accept returns, as we need to ensure the quality and safety of our products. If you have any issues or problems with your product after 45 days, please contact our customer service team for assistance.
What happens if I damage the packaging?
- If you damage the packaging, such as tearing, crushing, or staining it, you may not be eligible for a full refund or exchange. The packaging is part of the product and its value, and it also protects the product from damage or deterioration. If the packaging is damaged, we may deduct a reasonable amount from your refund or exchange to cover the loss or depreciation of the product.
How long does it take to receive a refund?
- It takes about 30 days to receive a refund from the date that we receive your return. This includes the time for inspecting, processing, and issuing your refund. The refund will be issued using the same payment method that you used for your order. The actual time for the refund to appear in your account may vary depending on your bank or payment service provider.
What if I change my mind about an exchange?
- If you change your mind about an exchange, you can cancel it before we ship the replacement product to you. You can contact our customer service team to cancel your exchange and request a refund instead. However, if we have already shipped the replacement product to you, you cannot cancel the exchange. You will need to return the replacement product to us and follow the same return process as above.
How can I track my return status?
- You can track your return status by contacting our customer service team via WhatsApp +84-919 739 589 or email us at support@fruitbuys.com. Provide your order number, product name, and return authorization number. We will update you on the status of your return and when you can expect to receive your refund or exchange.
FruitBuys Vietnam is a leading supplier of freeze dried fruit and dried fruit snacks in Vietnam. We dry fruit without added sugar to create healthy and delicious snacks for both individuals and businesses. We offer a wide variety of fruits, great wholesale prices, and fast shipping. We also provide packaging and printing services, no minimum quantity order policy, free samples, and support for customs clearance. Contact us today to order our high profit margin products and taste our dried fruits.
