Petkin always prioritizes product quality and the peace of mind of customers, dealers, and partners during the use of products imported and distributed by Petkin.
This policy is designed to clarify Petkin’s scope of responsibility and to provide a basis for parties to cooperate in handling product-related issues in a transparent, objective, and legally compliant manner.
1. Scope of application
This policy applies to products that Petkin directly imports and legally distributes in the Vietnamese market.
For products not part of Petkin’s distribution system or whose legal origin cannot be verified, Petkin may not apply the support policies stipulated in this document.
2. Petkin’s Responsibilities
As an importer and distributor, Petkin fulfills its responsibilities through the following activities:
- Select and distribute products with clear origins.
- Complete import procedures in accordance with the law.
- Provide product information only to the extent permitted by the manufacturer and the law.
- Store and distribute products according to procedures appropriate to the characteristics of each type of goods.
- Receive and coordinate the handling of feedback related to the product.
3. Coordinate efforts to protect customer rights.
When a complaint arises regarding product quality or safety, Petkin will receive the information and coordinate with relevant parties to verify the cause.
Depending on the case, Petkin can be combined with:
- Manufacturer.
- Shipping company.
- Agent or distributor.
- Inspection unit.
- The competent state authority.
- Relevant organizations or individuals.
The handling of the case is based on documents, evidence, and the results of objective verification.
4. Responsibilities of agents and partners
To ensure product quality reaches consumers, Petkin recommends the following to its dealers and partners:
- Store the product according to the manufacturer’s instructions.
- Do not sell products that are expired, show signs of damage, or do not meet quality standards.
- Provide customers with complete product information based on official documentation.
- Keep invoices, documents, and shipment information readily available for easy retrieval when needed.
- Collaborate with Petkin in verifying and resolving any issues that arise.
5. User Responsibilities
Petkin recommends the following for users:
- Purchase products from authorized dealers or distribution partners.
- Check the product information before use.
- Use the product according to the manufacturer’s instructions.
- Stop using the product and notify your dealer or Petkin if you notice any unusual signs.
Providing complete information will help ensure that the verification and support process is carried out more quickly and accurately.
6. Principles for handling incidents when they occur
When receiving feedback related to a product, Petkin prioritizes:
- Receive all the necessary information.
- Verify the cause objectively.
- Coordinate with stakeholders.
- The information regarding the processing results is based on the documents and evidence collected.
- Implement appropriate measures to protect the legitimate rights and interests of customers, agents, and businesses.
If necessary, Petkin may implement or coordinate the implementation of measures such as product recalls, quality control, or other measures as prescribed by law and required by competent authorities or manufacturers.
7. Limitation of Liability
Petkin fulfills its responsibilities as an importer and distributor, in accordance with legal regulations, contracts with manufacturers, and agreements with partners.
This policy should not be construed as an extension or replacement of the rights, obligations, and responsibilities of the parties as stipulated by applicable law or under any existing contract.
8. Commitment to partnership
Petkin believes that product responsibility is not just the responsibility of one business, but a shared responsibility of the entire supply chain, from the manufacturer, importer, distributor to the end user.
With a spirit of transparency, cooperation, and responsibility, Petkin is always ready to work with customers, dealers, and stakeholders to resolve any issues that arise in good faith, objectively, and in compliance with the law.
Validity
This product liability policy applies to products imported and distributed by Petkin. Petkin may update or modify the policy to reflect its business operations or legal regulations. The version published on the website is the currently effective version.