INSPECTION POLICY

To maximize customer benefits when shopping on goldenwine.vn, we have a policy to support customers to check, view goods, and co-check with the delivery staff upon receipt. That is, when you receive the package from the delivery staff, you are allowed to open it to check the appearance of the product before paying.

You can only check the appearance of the product; Is the product exactly as you ordered? Is the quantity and classification of goods the same as described? Is the product defective, wrong product, or lost during transportation?

If during inspection you find that the product shows signs of damage, is expired or does not match the description published on the website goldenwine.vn, you have the right to refuse to receive the goods.

If the package shows signs of being opened, torn, or the seal is no longer intact, you have the right to refuse to receive the goods. Or you can also ask the delivery staff to open the package to check the product inside. If it is still the same as the product you ordered, you can accept the goods. However, in some cases, it is best for you not to accept the goods if the package has been torn or has signs of being opened or torn before. Because your product is at risk of being exchanged for items that do not guarantee quality.

The inspection fee will be specified by the shipping unit for each different shipping unit and will be clearly shown on the delivery note.

RETURN POLICY

To ensure service quality and bring you the best experience with the product, goldenwine.vn applies a return policy in the following cases:

CONDITIONS FOR EXCHANGE/RETURN DUE TO WRONG/MISSING PRODUCTS – PRODUCT DEFECTS DURING TRANSPORTATION
1. Exchange - Return due to Wrong or Missing Product
When you receive a product that is not the same as the order (wrong product or missing product), please respond immediately to goldenwine.vn within 24 hours (from the time the order is delivered to the requested address).
Notifying immediately upon detecting an incident will help goldenwine.vn conveniently check with relevant departments and resolve promptly to better serve you.

2. Exchange - Return of Defective Products Due to Shipping Process
During transportation, there will be some risks of product breakage and damage, product leakage, affecting the feel and experience of the product.

3. Return conditions:
goldenwine.vn encourages you to check the goods immediately upon receipt, ensuring that the product is of the correct quantity, type, design and quality as required. Notification within 24 hours of receipt of the goods will help the request for Exchange/Return - support from goldenwine.vn to be faster and more timely. Returned products must meet the following requirements:

• The product has not been used, is still in its original packaging, has all accessories, stamps and gifts (if any).
• Product packaging is not broken, cracked, or shows signs of storage not in accordance with the instructions for use.
• When receiving a product damaged during shipping, please take a photo and notify goldenwine.vn immediately upon discovering the damage.
• Notification time for Exchange/Return: 24 hours from the time of receipt of goods for products returned due to: Wrong or Missing Products and Defective Products Due to Transportation Process.
• Return shipping fee: You will not be charged any fees, including shipping fees to goldenwine.vn for returned products due to: Wrong or Missing Products and Products Defective Due to Shipping Process.

Please refer to the steps for Exchange - Return and follow the instructions so that goldenwine.vn can support you promptly.

CASES IN WHICH THE PRODUCT EXCHANGE - RETURN POLICY IS NOT APPLICABLE:

• Return requests that do not meet the specified Return Conditions.
• Product return period has expired.
• Please read the instructions carefully.

 
STEPS TO EXCHANGE - RETURN:
Step 1. Check product return conditions
Please check the Product Return conditions for each case:

1. Exchange – Return due to wrong or missing product
2. Exchange - Return defective products due to product transportation process

Step 2: Notify goldenwine.vn
Please contact us by Phone : 0354.160.919

Hotline : 0354.160.919 , providing detailed information about defective products including:

• Your contact information
• Name of product to be returned/exchanged
• Reason for Exchange/Return
• Need for support

Step 3: goldenwine.vn confirms information from customer
After your Return request is accepted, goldenwine .vn will send you a notification to send the product back to goldenwine .vn through the shipping partner.

Step 4: Send goods to goldenwine.vn

Please carefully pack the product to be returned and send it to goldenwine.vn in one of the following ways:

• Deliver parcels to shipping partners to goldenwine .vn
• In case your address is outside the service area of ​​the shipping partner (the shipping partner cannot come to receive the goods directly), we kindly ask you to bring the product to the nearest post office to send the product back.

Note : Please pack the product carefully to ensure its intact state. goldenwine .vn will not be responsible and regretfully have to refuse products damaged due to poor packaging from you.
 
Step 5: Time and response from goldenwine.vn
After receiving the product you sent back, goldenwine .vn will respond and update the Exchange/Return information, the time to perform each processing stage to you.