Petkin always strives to deliver products to dealers and partners quickly, safely, and in accordance with agreements. At the same time, we have established a transparent return and exchange process to protect the legitimate rights and interests of customers, partners, and businesses in the event of unforeseen circumstances.
1. Scope of application
This policy applies to products directly imported and distributed by Petkin in the Vietnamese market.
For products distributed through dealers or partners, shipping and returns may be coordinated between Petkin and the sales unit depending on the specific case.
2. Principles of transportation
Petkin selects shipping methods that are appropriate for the characteristics of each product type in order to minimize risks during the delivery process.
During transit, Petkin or its authorized carrier will deliver the goods according to the information agreed upon by both parties.
Delivery times may vary due to geographical distance, shipping conditions, weather, natural disasters, technical malfunctions, or other unforeseen circumstances beyond our control.
3. Inspect the goods upon receipt.
To protect its interests, Petkin recommends that customers, dealers, and partners check the condition of goods immediately upon receipt.
If you notice any unusual signs such as:
- The packaging is torn, dented, or damaged.
- The product shows signs of damage during transportation.
- Incorrect product delivered, wrong quantity, or incorrect specifications.
- Other abnormal signs.
Customers should notify Petkin or the retailer as soon as possible so that the issue can be resolved collaboratively.
Storing images, videos, or related documents will help make the verification process faster and more objective.
4. Return and exchange policy
Petkin considers supporting returns and exchanges in cases that comply with legal regulations, manufacturer policies, and agreements between the parties.
Returns and exchanges may be considered in the following cases:
- The wrong product was delivered compared to the order.
- The quantity delivered was short.
- The product shows signs of damage during shipping.
- Defective products are identified as falling within the purview of the manufacturer or Petkin.
- Other cases as agreed upon or stipulated by law.
Each return/exchange request will be reviewed based on documentation, evidence, and on-site verification results.
5. Cases not covered by the return/exchange policy.
To ensure fairness and transparency for all parties, Petkin may not apply the return policy in certain cases, such as:
- The product is no longer in its original condition due to improper storage or use.
- The product’s origin is unknown, or the product is not part of Petkin’s distribution network.
- There is a lack of necessary information to verify the incident.
- Other cases are outside the scope of Petkin’s responsibility as stipulated by law or by agreement between the parties.
In each specific case, Petkin is still willing to discuss and guide on the appropriate solution if possible.
6. Coordinated handling
Upon receiving a return request or feedback regarding the shipping process, Petkin will coordinate with relevant parties to verify and resolve the issue.
Depending on the nature of the case, Petkin may coordinate with:
- Agent or distributor.
- Shipping company.
- Manufacturer.
- Inspection unit (if needed).
- Relevant organizations or individuals.
The handling of the case is based on documents, evidence, and the results of objective verification.
7. Let’s build a better experience together.
Every feedback regarding the shipping or return process is valuable information that helps Petkin improve its operations and enhance service quality.
We highly value the cooperation of our customers , dealers, and partners in providing complete, truthful, and timely information so that any issues that arise can be resolved effectively.
Validity
This shipping and return policy applies to all goods delivery and return processing within Petkin’s distribution system. Petkin may adjust or update this policy as needed to align with business operations or legal regulations. The version published on the website is the current effective version.