RETURN AND REFUND POLICY

Phuc Thinh Export Import Investment Corporation (PTEXIM CORP) always strives to provide the highest quality spices and agricultural products. To ensure our customers' rights, we apply the following return and refund policy with specific regulations:

1. Conditions for Returns/Exchanges We support product returns and exchanges in the following cases:

• Manufacturer or supplier defects: The product is moldy, discolored, has a strange odor, contains impurities/foreign objects, or has damaged packaging (torn, dented, open lid, broken seal) before being delivered to the customer.

• Expired products: At the time the customer receives the goods.

• Incorrect or missing items: The received product does not match the type, quantity, or is missing items compared to the order (based on the contract, quotation, or invoice).

Cases NOT eligible for returns/exchanges:

• Products damaged due to improper storage by the customer (kept in damp places, exposed to direct sunlight, high temperatures).

• Products with the protective seal removed and have been used (except when internal quality defects are discovered after opening).

• Customers wishing to return products for subjective reasons (not to their taste, change of mind) due to the specific nature of food/spices which require strict food safety and hygiene.

2. Designated Time for Returns/Exchanges

• Defect notification period: Within 07 days from the date you receive the goods. Beyond this period, we reserve the right to refuse support.

• Return shipping period: Within 03 days after the return/exchange request is confirmed by PTEXIM's Customer Service department.

• Note: For wholesale orders, large-volume exports, or separate commercial contracts, the complaint period will be applied according to the warranty/return clauses signed in the respective contract.

3. Return/Exchange Process

• Step 1: Contact & Provide Evidence. Customers should contact Hotline 0909262595 or Email sales@sunspice.com.vn. Please provide the order number/invoice number along with clear photos/videos of the package's condition upon receipt and close-ups of the product defect.

• Step 2: Confirmation. The Customer Service department will receive, inspect, and respond with a solution within a maximum of 24 - 48 working hours.

• Step 3: Return the Goods. If the request is valid, we will instruct you to pack and send the product back to the company's warehouse at: 43 Street 17, Quarter 5, Binh Trung Tay Ward, Thu Duc City, Ho Chi Minh City.

• Step 4: Exchange or Refund. After receiving and verifying the condition of the returned goods as agreed, PTEXIM will send a new product or issue a refund.

4. Return Shipping Costs

• If the product defect is PTEXIM's fault (poor quality, wrong item delivered, damaged during transportation by the company's designated carrier), PTEXIM will cover 100% of the two-way shipping costs.

5. Refund Policy In the event the exchanged product is out of stock or the customer no longer wishes to receive a replacement, we will process a refund:

• Refund method: Bank transfer to the account provided by the customer.

• Processing time: From 05 - 07 working days (excluding Saturdays, Sundays, and Public Holidays) from the time we confirm the completion of inspecting the returned goods.

• Refund value: Exactly equal to the product value you paid on the original order/invoice.

Applicable to the sunspice.com.vn platform (Phuc Thinh Export Import Investment Corporation - PTEXIM CORP)

1. Goods Delivery and Receipt

• Scope and Time: Nationwide delivery. Ho Chi Minh City routes take 1 - 2 working days; other provinces and cities take 3 - 5 working days.
• Co-inspection of goods: Customers have the right to visually inspect the package (box condition, seals) as well as the quantity and product type before payment. Please record a video of the unboxing process to serve as a basis for resolving complaints should they arise.
• Refusal of receipt: Customers have the right to refuse the package if it shows signs of dents, tears, breakage, or contains the wrong product. Please immediately report this to the Hotline at 0909262595.

2. Return Conditions and Costs

• Time limit: Within 07 days from the date of receiving the goods.
• Eligible cases for return: Products with manufacturer defects (quality alteration, expired), transportation damage (breakage), or incorrect items delivered by the company.
• Requirements: Provide an unboxing video clearly showing the defect. Returned goods (in the case of incorrect delivery) must retain their original packaging and labels.
• Costs: PTEXIM CORP bears 100% of the two-way shipping fees for valid returns. (Note: To ensure food safety and hygiene, the company does not accept returns due to a change in personal preference).

3. Refund Process and Timeframe

• Request method: Send a request attached with a video/image via Email to sales@ptexim.com.vn or Zalo/Hotline at 0909262595. After the company confirms and recalls the defective goods to the warehouse, the system will proceed to dispatch a new replacement or process a refund.
• Refund receipt time (if a refund is chosen):
• E-wallets / Bank transfers (applicable to COD orders as well): 01 - 05 working days.
• Credit cards (Visa/Mastercard): 07 - 14 working days (depending on the card-issuing bank).

Contact information for support:

• Address: 43, Street 17, Binh Trung Ward, Ho Chi Minh City
• Customer Service Hotline: 0909262595
• Email: sales@ptexim.com.vn

To provide maximum convenience for our customers during transactions, PTEXIM CORP applies the following flexible payment methods. You can choose the most suitable option when placing your order:

• 1. Cash / Card on Delivery (COD)

  • We offer a payment-on-delivery service applicable to domestic orders.

  • Our shipping carrier will deliver the goods directly to the address specified in your order.

  • Upon receipt of the goods, you can choose to pay the delivery personnel directly using cash or a credit/debit card (via the carrier's POS terminal).

• 2. Payment via Bank Transfer

  • You can pay for your order in advance by transferring the full or partial order value (as per the deposit agreement) to our company's bank account.

  • After a successful transfer, please save a screenshot of the transaction receipt and notify our Customer Service department so we can confirm and proceed with dispatching your order.

  • Bank Account Information:

    • Account Name: Cong Ty CP DT XNK Phuc Thinh

    • Account Number: 04301010066689

    • Bank: Vietnam Maritime Commercial Joint Stock Bank (MSB) – Tan Binh Branch.

• 3. Export Order Payment (B2B)

  • For international customers or wholesale export orders, payment methods (T/T, L/C, D/P, etc.) will be specifically regulated and mutually agreed upon in the Foreign Trade Sales Contract.

Welcome to the e-commerce website of Phuc Thinh Export Import Investment Corporation (PTEXIM CORP). By accessing our website, you agree that you have read, understood, and accepted the trading terms below.

Please read carefully before deciding to purchase or submit a request for a quotation.

1. Website Usage Guidelines

• By accessing and using our website, you agree to be bound by and comply with the terms and conditions set forth in this document. If you do not agree with any of these terms, please discontinue your use of our services.

• It is strictly forbidden to use any part of this website for commercial purposes or on behalf of any third party without our written permission.

• You must register an account (for websites with this feature) with authentic information and update it if there are any changes. Users are personally responsible for their passwords, accounts, and all activities occurring under their accounts.

2. Pricing and Product Information Regulations

• Product Information: We are committed to providing the most detailed and accurate information about our agricultural products and spices. However, the actual color of the products may slightly differ from the images on the website due to lighting conditions or agricultural crop variations.

• Pricing: Product prices displayed on the website (if any) or via direct Quotations sent to you may change depending on the time, market fluctuations, and order quantity. The final value of the order will be locked in via a Commercial Contract or confirmed Invoice between the two parties.

3. Payment Methods

Depending on the customer type (domestic retail or B2B export), we support the following flexible payment methods:

• Bank Transfer: Applicable for domestic orders. Customers transfer funds to the bank account information provided by PTEXIM after the order is finalized.

• International Payment/Letter of Credit (L/C, T/T, D/P): Applicable for export orders and large wholesale purchases according to Incoterms agreed upon in detail in the Foreign Trade Contract.

4. Rights and Responsibilities of the Parties

• Responsibilities of PTEXIM CORP: Committed to providing products of the right quality, true origin, full legal documents, and on-time delivery as agreed. Absolute confidentiality of customer information.

• Responsibilities of the Customer: Provide complete and accurate delivery information. Pay on time as agreed. Carefully inspect the goods upon receipt. Do not use the website for fraudulent, destructive, or illegal purposes.

5. Dispute Resolution and Complaints

• Any complaints or disputes arising from transactions on this website will be prioritized for resolution through negotiation and conciliation in a spirit of cooperation and mutual respect for interests.

• If an agreement cannot be reached, the dispute will be brought before a competent People's Court in Ho Chi Minh City for resolution. The Court's decision shall be final and binding on the parties.

• The governing law is the Law of the Socialist Republic of Vietnam.

Applicable to the sunspice.com.vn platform

Pursuant to Article 8 of Decree No. 248/2026/ND-CP regulating the disclosure of pricing, tax, and fee information on e-commerce/digital platforms, Phuc Thinh Export Import Investment Corporation (PTEXIM CORP) issues this Pricing Policy to ensure the rights and absolute transparency for customers in the Vietnamese market during the transaction process.

1. Regulations on Product/Service Prices

• Payment currency: All prices listed on the sunspice.com.vn platform are calculated in Vietnam Dong (VND) and are the applicable prices for valid transactions at the time the customer places the order.
• Price transparency: The selling price of each product and service is clearly displayed on the product details page. This is a fixed price applicable to the domestic market at the time of reference.
• Price changes: PTEXIM CORP reserves the right to adjust the selling prices of products/services based on market fluctuations and promotional programs. However, any price changes will not apply to orders that have already been confirmed by the customer and successfully recorded by the system.

2. Regulations on Value-Added Tax (VAT)

To strictly comply with tax laws and optimize the customer shopping experience:

• Tax-inclusive prices: All listed prices of products/services on the website/application already include 100% Value-Added Tax (VAT) in accordance with current laws. Customers will not have to pay any additional VAT upon checkout.
• E-invoice issuance: PTEXIM CORP supports issuing valid electronic invoices (VAT invoices) for all orders. Customers (individuals or businesses) who wish to receive an invoice must provide full details (Company Name, Tax Code, Address) at the checkout step or contact the Customer Service Department within 24 hours of placing the order.

3. Regulations on Fees and Surcharges

In addition to the VAT-inclusive selling price, depending on the nature of the order and geographical location, the following fees may apply. All these fees are automatically calculated by the system and clearly disclosed before the customer clicks the "Checkout/Confirm Order" button:

• Shipping fee (Delivery): Calculated based on the weight, package dimensions, and distance from the warehouse to the customer's receiving address. The detailed shipping fee schedule is linked to our third-party delivery partners.
• On-site installation/warranty fee (If applicable): Applies to products requiring on-site technician support. This fee is clearly listed in the Service Options section of the product.
• Payment fee: The platform is [completely free / charges an x% fee] for payment transactions via credit cards (Visa/Mastercard) or e-wallets. (Note: Please select the fee that matches your actual operation; if it is free, leave it as "completely free")
• No hidden fees commitment: Customers will not have to pay any additional surcharges other than the fees detailed in the "Total payment amount" on the system.

4. Regulations on Displaying Total Payment Amount (Checkout)

To ensure compliance with Article 8 of Decree 248/2026/ND-CP, the platform commits:

• At the final checkout interface (before the user completes the order placement), the system will display a transparent summary table including:
1. Total value of goods/services (VAT included).
2. Deductions from promotional programs/Discount codes (If any).
3. Total incurred fees (Shipping fees, additional service fees - if any).
4. The final total amount to be paid by the customer.

5. Handling Pricing Errors

• In the event of a system error resulting in an abnormally incorrect selling price display (e.g., the displayed price is 0 VND or unreasonably lower/higher than the actual price), PTEXIM CORP reserves the right to temporarily suspend or cancel the erroneous order.
• We will immediately contact you to notify you of the incident, explain the cause, and provide the correct price. The customer has the right to decide whether to proceed with the purchase at the actual price or cancel the order and receive a 100% refund (if paid in advance).

Contact information for inquiries regarding Prices, Taxes, and Fees:

• Company: Phuc Thinh Export Import Investment Corporation (PTEXIM CORP)
• Customer Service Hotline: 0909262595
• Email: sales@ptexim.com.vn

Applicable to the sunspice.com.vn platform

Pursuant to Article 7 of Decree No. 248/2026/ND-CP, Phuc Thinh Export Import Investment Corporation (PTEXIM CORP) issues this Policy on Receiving and Resolving Feedback, Requests, and Complaints to protect the legitimate rights of consumers and maintain a transparent business environment on the sunspice.com.vn e-commerce platform.

1. Methods of Receiving Complaints and Feedback

Customers who have any feedback, requests for support, or complaints regarding product quality, services, delivery, or errors arising during the transaction process can contact PTEXIM CORP through the following official channels:

• Customer Service Hotline: 0909262595 (Office hours from Monday to Friday)
• Receiving Email: sales@ptexim.com.vn (Email subject must clearly state: [COMPLAINT/FEEDBACK] - Order ID - Customer Name)
• Submit written documents directly or via mail to the company's headquarters: Phuc Thinh Export Import Investment Corporation (PTEXIM CORP) – 43 Street 17, Binh Trung Ward, Ho Chi Minh City.

Conditions for a valid complaint:

• The complainant must be the person who directly made the transaction on sunspice.com.vn (based on the ordering phone number or email).
• Provide complete transaction information including: Order ID, purchase invoice (if any), and images/videos proving the product's condition or the issue encountered.
• Time limit for complaints: Within 07 days from the date of successful receipt of goods.

2. Complaint Resolution Process

PTEXIM CORP commits to processing all customer requests following a standardized 4-step process:

1. Information Reception: The Customer Service (CS) Department records information from the contact channels. The system or a staff member will send a confirmation that the customer's request has been received (via email or SMS/call).
2. Verification and Analysis: The CS Department coordinates with relevant departments (Warehouse, Technical, Delivery Partners) to verify the accuracy of the feedback, reviewing the entire order history and evidence provided by the customer.
3. Proposing a Resolution: Based on the verification results and the company's policies (Return and Warranty Policy), PTEXIM CORP will contact the customer to explain the cause and propose a resolution (e.g., Replacement, refund, technical support, or sending a compensatory discount code).
4. Agreement and Completion: If the customer agrees with the proposed solution, PTEXIM CORP will execute the resolution (process the refund/return) and officially close the complaint. If the two parties cannot reach an agreement, the case may be escalated to the competent state management agency or dispute resolution body as prescribed by law.

3. Complaint Processing Timeframe

To ensure a positive shopping experience, PTEXIM CORP clearly stipulates the response times as follows:

• Confirmation response time: A maximum of 24 working hours from the receipt of the customer's complaint.
• Processing and resolution proposal time: A maximum of 03 - 05 working days for standard complaints.
• For complex cases (requiring product appraisal from the manufacturer or verification from a third-party shipping partner): The processing time may be extended but will not exceed 14 working days. The company will continuously update the customer on the progress.

4. Responsibilities of the Parties During the Resolution Process

• Responsibilities of PTEXIM CORP: Respect and keep the customer's complaint information confidential. Be objective and fair in verifying the issue. Bear responsibility for compensation or remedial actions if the fault lies with the company's product quality or the sunspice.com.vn platform system.
• Responsibilities of the Customer: Provide truthful and accurate information, images, and evidence. Cooperate with PTEXIM CORP's CS staff during the verification process (answering calls, replying to emails, assisting with joint inspection with delivery personnel if requested). Do not use offensive language or engage in threatening or defamatory behavior toward the company's reputation while the case is being processed according to regulations.