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General policies and regulations

General policy and regulations of Hailong Glass.

I. REGULATIONS ON OBLIGATIONS OF SELLER AND BUYER

  1. Obligations of Seller:
    • Consult, guide all product-related information so that the Buyer understands and can use the service.
    • Provide sufficient products to Buyer on time with the right quantity after Buyer has paid Seller in full.
    • Support Buyers in dealing with complaints, inquiries and difficulties during the process of using the product.
    • Provide documents related to the Buyer's payment to the Seller such as receipts, invoices, ... with the total amount set in the month by the Buyer as required.
  2. Obligations of Buyer:
    • Strictly comply with the processes and regulations related to the service stipulated by the Seller.
    • Pay the Seller full payment of the amount according to the order enclosed with the stipulated documents and invoices (If any).
    • Support and provide to the Seller full information in relevance to the transactions when the Seller requests.

 

II. PRODUCT RETURN & EXCHANGE POLICY

For the purposes of ensuring the interests of customers and improving the quality of after-sales service, HAI LONG PRODUCTION AND TRADING CO., LTD will support customer to exchange for a new product of the same type if problem which cannot be repaired immediately arises (Due to technical issues from the manufacturers). Detail information as follows:

  1. Scope of application:
  2. Application conditions:
    • Return and exchange period: Products can be exchanged within 7 days from the date of delivery (applicable to all products).
    • Stamp seals of HAI LONG PRODUCTION AND TRADING CO., LTD or the manufacturer must be intact
    • The product's defects are determined to be caused by the technicians of HAI LONG PRODUCTION AND TRADING CO., LTD.
    • The returned products must be intact in its original packaging, styrofoam and full attached accessories, promotional gifts (if any)…
    • The returned product is not defective in form (scratched, broken, dented, ...)
    • The returned product must have all accompanying documents such as (purchase voucher, VAT invoice, warranty certificate, manual, catalog ....
  3. Case of not accepting exchange/return:
    • Customers want to change types and models without prior notice.
    • Product defects due to improper use by customers.
    • Customers do not comply with the stipulated requirements to enjoy the policy of the warranty and exchange of goods ((eg: Failure to send the warranty certificate to the right place within the specified time).
    • Customers themselves affect the external state of the product such as: Tear, packaging, scratches, break...
    • Customers request to return goods because of scratches, dents, stains ... after checking and receiving goods.
  4. Process of handling exchange/return procedures:
    • Customers contact directly the customer care department of HAI LONG PRODUCTION AND TRADING CO., LTD.
    • After receiving a status certificate with the content of goods damaged due to the manufacturer's fault, the return and exchange will be made in compliance with the regulations of HAI LONG PRODUCTION AND TRADING CO., LTD and the manufacturer.
    • The process of handling exchange/return procedures is carried out within 07 (seven) days from the date of full receipt of the required information and documents from the customer.

Please feel free to contact our Customer Care Department 19004696 to get the instruction of exchange/return procedures.


III. RETENTION PERIOD OF INFORMATION

  • Preserve and store transaction data of the customer for a period of 12 months from the date when the transaction is made.
  • Retain documents related to customer's complaints for a period of 12 months from the date when the investigation results are accepted by the customer.

 

IV. PROVISIONS ON INFORMATION SECURITY

  • Personal information of the Customer using products on the website: http://hailongglass.vn/ will be kept confidential and it will not be disclosed to unrelated third parties when there is no consent of the valued Customer.
  • Use the personal information: When necessary, http://hailongglass.vn/ can use Customer's information on the system to contact via various forms such as calling, sending mail, sending thank you letters, ...
  • Share the personal information: The company is pledged not to disclose any information of the Customer except for some necessary cases as follows: it is required by law enforcement agencies, or we believe it will help us to protect our legitimate rights under the law, etc.

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