Return policy

1. General Principles

• All VHQ exported rice products must strictly comply with the quality standards and packaging specifications specified and agreed upon in the official Sales Contract.
• This policy only applies to issues arising before or during the delivery process, excluding damages caused by improper storage, preservation or inland transportation at the destination port due to the Buyer's fault.

2. Conditions for Accepting Complaints

VHQ will consider complaints if the following conditions are met:

• Complaint Deadline: Complaints must be submitted in official writing to VHQ within 07 working days from the date the goods arrive at the Port of Destination and confirmed by the Bill of Lading.
• VHQ Defect: Claims related to serious discrepancies in Quality (e.g. moisture, sheet ratio, impurities exceeding the agreed level) or Quantity (large quantity shortage, not normal loss).
• Evidence: The Buyer must provide full authentic evidence, including:
• Independent inspection report from a third party (e.g. SGS, Intertek or other reputable inspection agency) at the port destination.
• Detailed photos/videos of the condition of the goods, packaging, and container seals at the time the defect was discovered.

3. Complaint Handling Process

1. Submitting a Complaint: The buyer sends a formal complaint notice (email or written) with evidence and Sales contract related to VHQ's Sales/Export department.
2. Preliminary Review: VHQ confirms receipt of the complaint and conducts a preliminary review within 48 hours.
3. Investigation: VHQ reserves the right to request additional information or send a representative (or hire an independent inspection unit) to the destination port to verify the facts.
4. Analysis and Conclusion: Based on the inspection results, VHQ will make a final conclusion on responsibility and handling plan as soon as possible.

4. Handling and Compensation Plan

Depending on the level and nature of the error, VHQ will apply one of the following plans:

• Discount (Allowance): If the error is not serious but affects the price commercial value of the shipment, VHQ will propose a discount on the corresponding shipment value.
• Exchange/Replenishment: In case of serious quality defects or large quantity shortages, VHQ will consider exchanging the goods or replenishing the missing quantity in the next shipment, the costs incurred will be borne by VHQ.
• Recall and Refund: This option is only applicable in rare cases and after both parties have discussed and agreed on the costs related logistics.

5. Cases of Claim Rejection

VHQ has the right to reject a claim if:

• The claim is submitted outside the prescribed time limit (after 07 days of receiving the goods).
• The error arises due to the Buyer's negligence in unloading, storing, or preserving the goods in accordance with the standards after receiving the goods.
• There is no evidence of independent inspection and authentic.
• The deviation is within the normal quality or quantity tolerances accepted in the rice export industry.