Definitions
Annam Gourmet: Gourmet Distribution Co., Ltd., is the operator and manager of the Annam Gourmet e-commerce website, offering premium food products in Vietnam.
Website: The e-commerce website with the address https://shop.annam-gourmet.com/ is owned and operated by Annam Gourmet.
Customer: An individual or organization making a transaction to purchase products on the Website or at Annam Gourmet stores.
Product: Items sold on the Website, via hotline, through online sales partners, or at Annam Gourmet stores, including food, beverages, and other premium consumer products offered by Annam Gourmet.
Order: A transaction made by the Customer to purchase products on the Website, via hotline, through Annam Gourmet's online sales partners, or at Annam Gourmet stores.
Change: Any adjustments, additions, or deletions to the content of this Terms & Conditions made by Annam Gourmet.
General Regulations
Product Sales: The products sold on the Website must fully comply with Vietnamese laws regarding quality, food safety and hygiene, origin, product labels, and other legal requirements for each type of product. Annam Gourmet commits not to sell prohibited, restricted, or products with unclear origins, counterfeit, or fake goods.
Transparency and Fairness: All activities on the Website must be conducted publicly and transparently, ensuring consumer rights are protected.
Acceptance of Terms & Conditions: By accessing and using the Website, the Customer is deemed to have read and accepted the current Terms & Conditions. Annam Gourmet is responsible for publicly posting and clearly updating any changes, additions, or modifications to the content of the Terms & Conditions on the Website. The Customer will be notified of such changes at least 7 days before they take effect, except in special cases as required by law. In case the Customer does not accept these changes, kindly stop accessing and using the Website. The Customer has the responsibility for updating and reviewing the updated contents in Terms & Conditions. After the amended Terms & Conditions being publicly disclosed, the continued use of the Website by the Customer will be considered as the Customer's acceptance to the amended content.
Customer Commitment when Using the Website: The Customer commits and guarantees that: (i) they are at least 15 years old or accessing the Website under the supervision of their parent or legal guardian, and (ii) they have the full civil capacity to establish, perform, and be responsible for civil transactions as stipulated by current law.
Placing an Order
Annam Gourmet provides the following ordering methods: (i) Ordering directly at the store, (ii) Ordering via the hotline, and (iii) Ordering online through the Website.
Annam Gourmet reserves the right to refuse or cancel an order in cases where there is reasonable suspicion of risks related to the authenticity of the order, the Customer's ability to pay, or any other abnormal signs related to the order as per legal regulations. This Decision will be delivered to the Customer as soon as possible.
The Customer is responsible for providing complete and accurate information when placing an order, including full name, delivery address, contact phone number, and any other required information. Annam Gourmet is not liable for any damage or loss arising from the Customer providing incorrect or incomplete information.
Customers are advised not to place orders simultaneously on the Website and at the store or via hotline for the same order to avoid duplication and inconvenience during the order processing.
Orders placed on weekends will be processed on the next working day. Orders placed outside working hours will be processed on the following working day. Annam Gourmet’s working hours will be publicly announced on the Website.
In case the Customer has urgent needs for an order, please contact directly via the hotline to place the order or visit the nearest Annam Gourmet store for prompt assistance.
Shopping Process
Step 1: The Customer selects the product they wish to purchase and clicks on the "Cart" icon or the "Add to Cart" button to add the product to their shopping list.
Step 2: After selecting the products, the Customer should carefully check the prices, quantities, and product information in the cart before proceeding. Then, the Customer clicks the "Proceed to Checkout" button to continue with the payment process.
Step 3: The Customer provides all the necessary and accurate information for the order, including full name, delivery address, desired delivery time, order notes (if any), and contact details.
Step 4: The Customer selects the Shipping Method, Payment Method, Invoice information (if applicable), applies any vouchers or discount codes (if available), and checks the box "I have read and agree to the Terms & Conditions.”
Step 5: After reviewing all the order details, the Customer clicks the "Place Order" button. Annam Gourmet will send the Customer an order confirmation message along with the order number.
Step 6: After receiving the order, Annam Gourmet will process the delivery based on the provided address and recipient phone number. In case the recipient cannot be contacted, the delivery may be delayed.
Step 7: Annam Gourmet delivers the goods, or the Customer picks up the order directly from the store. The sales staff will hand over the invoice along with the order.
Step 8: The Customer checks the goods with the delivery staff and signs to confirm that the goods have been received in full. If the product has issues with packaging, expiration date, etc., the Customer should return it to the delivery staff for exchange or refund.
Step 9: After successful delivery, Annam Gourmet will issue an electronic VAT invoice (if requested) and send it to the email address provided by the Customer.
Payment Policy
Step 1: The Customer reviews information about the products and proceeds with the purchase.
Step 2: The Customer verifies the order.
Step 3: The Customer selects one of the following payment methods and confirms the payment:
Payment by bank card upon delivery: The Customer can pay directly with a credit or debit card to the delivery staff upon receiving the products.
Payment via e-wallets partnered with Annam Gourmet: The Customer can make a payment via bank transfer or through e-wallets that Annam Gourmet collaborates with. The order will only be processed and shipped once payment has been fully confirmed.
100% online payment by bank card or e-wallet: For orders placed online on the website, the Customer must complete 100% of the order payment by bank card or e-wallet before Annam Gourmet proceeds with the delivery.
COD payment (payment upon delivery): This is only applicable for orders purchased directly at the counter or orders delivered directly by Annam Gourmet within the inner-city areas of Ho Chi Minh City and Hanoi.
Currency applied: All payment transactions must be made in Vietnamese Dong (VND).
Payment by foreign bank cards: Customers using international bank cards may incur currency exchange differences or additional fees according to the regulations of the issuing bank. The exchange rate will be applied at the time the Customer makes the payment.
Delivery
Commitment to Delivery: Annam Gourmet is committed to making best effort to deliver products to the Customer as soon as possible through its internal delivery team or third-party courier services.
Free Delivery: Annam Gourmet offers free delivery to member Customers, with the terms specified in the membership terms and conditions.
Shipping Fees: For orders that do not qualify for free delivery, if the Customer orders through the hotline, the delivery fee will be provided by the sales staff. For orders placed through the website, if applicable, the delivery fee will be automatically calculated and clearly displayed on the checkout page when the Customer processes the order.
Order Cancellation: Customers are requested to contact the hotline at 1900 63 64 31 for assistance with order cancellation.
Delivery Time
For inner-city areas of Ho Chi Minh City and Hanoi: The estimated delivery time is from 01 to 03 working hours, starting from the time the order is successfully confirmed.
For suburban areas of Ho Chi Minh City and Hanoi: The delivery time depends on the geographical distance and the schedule of the shipping company. Specific delivery time information will be provided to the Customer upon order confirmation.
Confirmation of Goods Receipt
Responsibility for Order Verification and Product Condition: The Customer or the authorized recipient is responsible for checking and confirming the condition and quantity of the goods at the time of receipt from Annam Gourmet or the delivery service provider. Any discrepancies in quantity or condition must be reported immediately.
Notification of Unsuccessful Delivery or Missing Items: In case the order is not delivered, partially delivered, or goods are lost, the Customer must notify Annam Gourmet within 24 hours from the time the goods were delivered or were expected to be delivered. This allows Annam Gourmet to promptly assist with reshipping the missing items or issuing a refund as outlined in Section 6.6.
Product Return and Refund Policy
Reasons for Accepting Returns and Exchanges
Product returns and exchanges are only accepted in the following cases:
Incorrect Product Delivery: This includes cases where the product received is not the correct type, style, or color, or does not match other characteristics as described and confirmed in the original order.
Incorrect Product Information: The information regarding ingredients, usage instructions, expiration date, or other details in the original order does not match the actual product received, affecting the Customer's purchasing decision and rights.
Manufacturer Defects: Products with defects in appearance such as deformation, scratches, stains, cracks, or issues arising from manufacturing, storage, or products showing signs of spoilage, lack of freshness, damaged packaging, or other quality and safety-related issues that Annam Gourmet is responsible for.
Conditions for Accepting Returns and Exchanges
Products with defects or damages must be proven to be caused by Annam Gourmet.
The Customer must provide images of the product for Annam Gourmet to review and verify the issue before proceeding with the return or exchange.
Annam Gourmet does not set a strict time limit for returns and exchanges. However, depending on the case, Annam Gourmet will handle each situation flexibly and provide the best support for the Customer, provided the returned product does not fall under the non-returnable cases specified in Section 6.3.
When returning or exchanging, the product must be accompanied by the purchase invoice, unused, and in its original packaging with the warranty seal intact.
Returns and exchanges can only be processed at the online store where the Customer made the purchase and cannot be conducted at other Annam Gourmet locations.
Cases Not Accepted for Return or Exchange
Products damaged due to improper storage or handling by the Customer.
Products with removed labels, seals, or bottles of alcohol that are cracked, damaged, or no longer in their original condition.
Products that have expired or passed their expiration date when the Customer attempts to return or exchange them.
Products the Customer wishes to return or exchange simply because they no longer like them.
Notification Timeframe for Support
The Customer is responsible for thoroughly checking the product’s condition and quantity upon receipt. If any discrepancies are found, the Customer has the right to refuse the product and notify Annam Gourmet within 24 hours for assistance with returns, exchanges, or refunds. For notifications made after this period, Annam Gourmet will respond based on the specific situation.
Return and Exchange Process
Customers must process returns or exchanges at the exact Annam Gourmet store where the product was purchased.
Customers can bring the product to the store to verify its condition.
Within 01 to 03 working days after receiving the return or exchange request and the product, Annam Gourmet will notify the Customer regarding the request's acceptance and proceed with the return or exchange within the next 01– 02 working days.
The exchanged product will either be the same product or a product of equal or higher value than the original.
If the product is accepted for return or exchange, the Customer must place a new order for the replacement product on the website and proceed with payment.
Refund Policy
Refund Processing Time (if applicable) depends on the processing time of the payment gateway and the payment bank. Typically, it takes 5-7 working days, or up to 45 working days depending on whether the payment method is a domestic or international card, starting from the day the Customer’s refund request is received.
In the case of a refund to an international bank card, the exchange rate and fees may apply at the time of the refund and will be subject to the bank's regulations.
Customers will receive a refund if they accidentally pay the wrong amount, or if there is an error in the payment process (due to staff error, equipment failure, or banking transmission issues) that results in an incorrect payment amount.
Price
Selling Price: The selling prices of products are detailed on the sales invoice. The selling price is valid at the time the Customer places the order and includes Value Added Tax (VAT) as required by law.
Delivery Charges: Delivery charges will apply to all orders, except those that qualify for free delivery under Annam Gourmet's policy.
Customer Benefits
Customers have the right to be informed and choose to comply with Section II – Transaction Process of Annam Gourmet.
Customers have the right to receive clear and accurate information about goods, services, prices, terms of transaction, and purchasing policies.
Customers have the right to freely choose goods and services that suit their needs and make decisions based on the information provided.
Customers have the right to receive goods and services that meet the required quality standards, without defects that could pose a danger or negatively affect health and consumer rights.
Customers have the right to express concerns, file complaints, or request compensation in case their rights are violated and are entitled to support in resolving disputes.
Customer personal information must be securely protected, solely used for transaction purposes, and not disclosed to third parties without consent.
Customer Feedback Process
Customers are kindly requested to visit the following link for more detailed information:
Link: https://shop.annam-gourmet.com/media//quy_trinh_cham_soc_khach_hang_2024.pdf
Collection of Information
Customers are required to register an account on the Annam Gourmet website and provide some necessary personal information, including but not limited to full name, address, phone number, and payment information.
Registering as a loyal Customer member will bring more benefits to Customers during the shopping process.
Customers are responsible for ensuring that all information provided is complete, accurate, and up-to-date. Annam Gourmet is not responsible for any damage, loss, or disputes arising from incorrect information provided by the Customer.
Annam Gourmet commits to collecting personal information only within the scope necessary to provide services and carry out transactions, not collecting beyond what is required.
Storage and Security of Information
Annam Gourmet commits to complying with current legal regulations on personal data protection and information security. Customers' personal information and transaction data will be securely stored on Annam Gourmet's system.
To ensure successful transactions and minimize potential risks, Customers should not provide detailed payment information via email or other forms of communication. Annam Gourmet is not responsible for any damage or risk that Customers might face when exchanging information over the internet or email.
Customers must not use any programs, tools, or other methods to interfere with the system or alter data structure. The dissemination, promotion, or encouragement of any activities aimed at interfering with, damaging, or violating the website's system is prohibited and will be handled according to the decision of Annam Gourmet and the provisions of the law
Annam Gourmet commits to applying proper technical and organizational measures to protect Customers' personal information from unauthorized access, loss, leakage, or violation.
Information will be stored for as long as necessary according to current legal regulations and for purposes related to the service.
Use of Customer Information
Annam Gourmet will only use Customer personal information in the following cases:
To deliver goods to the address provided by the Customer.
To process orders and resolve any issues related to the Customer's requests.
To provide information about promotions such as discounts, sales, free offers, or any information regarding prizes if the Customer wins.
To provide services and utilities for Customers, introducing new products and services from Annam Gourmet based on Customer needs and preferences.
To adjust, update, secure, and improve the products, services, applications, devices, and systems that Annam Gourmet provides and/or manages.
Customers are responsible for protecting their account and password information and not sharing it with any third parties.
To optimize the website (implement marketing campaigns and communications to Customers to enhance website effectiveness).
To store, manage, and back up for troubleshooting or similar purposes.
To comply with legal regulations and requirements from competent government authorities, including but not limited to the obligation to disclose information, and report according to legal regulations on promotions, store records, and auditing.
Sharing Customer Information
Annam Gourmet is committed to respecting privacy and safeguarding Customers’ personal information. We do not share Customer information with any third parties except in the following cases:
Partners involved in providing services such as delivery, internet messaging services, payment processing, refunds, or compensation to carry out the tasks specified in Clause 3 of Section III above.
When required by competent government authorities or in accordance with legal regulations.
Other third parties if the Customer consents on a case-by-case basis.
Use of Cookies
Annam Gourmet might collect certain information automatically through Cookies and server logs when Customers visit the website and click the button to agree to all Cookies. This includes information about service usage, language, browser, and IP address.
Cookies help Annam Gourmet identify Customers, remember personal preferences, and troubleshoot issues, thereby enhancing the quality of services and the shopping experience.
Customers can decline Cookies through their browser settings; however, this may affect the Customer’s experience when using services on the website.
Customer Benefits
Customers have the right to access, edit, or delete their personal information, as well as the right to refuse or request the cessation of the use of their information through the following methods:
Log in to the Customer information management page, where they can edit or delete their information.
Contact the hotline at 1900 63 64 31 or email [email protected] to request Annam Gourmet to provide, edit, or delete their personal information if they find any errors, no longer wish to store it, or wish to stop receiving e-letters with promotional updates for marketing purposes.
Purpose and Scope of Data Collection
Personal data collected on the website www.shop.annam-gourmet.com includes name, email address, phone number, address, and date of birth, which serves the purpose of complying with relevant legal regulations (such as liquor trade laws), sales, marketing, promotions, and delivery of goods.
Customers are responsible for securing their account information, including their username, password, and contact email. In case of unauthorized use or a breach of security, Customers must immediately notify Annam Gourmet for prompt action.
Scope of Use of Information
Personal information of Customers is used for:
Providing products and services as requested.
Sending notifications about transactions and related activities between the Customer and the website.
Preventing account sabotage or fraud.
Contacting the Customer to resolve issues related to transactions.
Not using personal information for purposes other than those already disclosed and agreed upon by the Customer.
Legal requirements: Annam Gourmet is obligated to cooperate in providing Customers' personal information when requested by judicial authorities, including the Prosecutor’s Office, courts, or investigative police, in cases involving the Customer's violation of the law. No one else has the right to infringe upon the Customer's personal information.
According to legal regulations, Annam Gourmet is required to provide Customers’ personal information to competent government authorities when legally requested. No one is allowed to infringe upon the Customers’ personal information except in the cases mentioned above.
Data Retention Period
Customer personal information will be stored until the Customer requests its deletion or for the period required by law.
In the event that information is found to be fraudulent or inactive for a period of 6 months, such information will be deleted from the system.
Authorized Parties to Access Data
Customer personal information will only be used for the purposes stated during collection, including assisting the Customer, processing transactions, and providing information to relevant authorities when requested. This information will not be disclosed to third parties without the Customer’s consent, except in cases related to legal matters.
Methods and Tools for Users to Access and Edit Their Personal Data
Customers can log into their account to check and adjust their personal information or send a request to Annam Gourmet for assistance with checking, updating, adjusting, or deleting their information.
If personal information is disclosed to third parties, Customers can file a complaint with the website management department via the hotline: 1900 63 64 31. Annam Gourmet is responsible for investigating, resolving, and providing feedback to the Customer on the cause and corrective measures.
Commitment to Protect Customer Personal Information
Annam Gourmet commits to ensuring the absolute confidentiality of Customer personal information on the website in accordance with the company's personal data protection policy. The collection and use of each Customer's information will only be carried out with the Customer's consent, except in cases where the law provides otherwise.
Personal data will not be used, transferred, provided, or disclosed to any third party without the Customer's permission.
Annam Gourmet guarantees the absolute security of all online transaction information for members, including invoicing information and digital documentation stored in the website's data center.
Protecting the Rights of Vulnerable Customer Groups
Annam Gourmet fully complies with regulations protecting the rights of vulnerable Customer groups under the Law on Consumer Protection 2023, including:
Elderly people.
Disabled people.
Children.
Ethnic minorities and people living in economically disadvantaged areas.
Pregnant women or women with children under 36 months old.
People suffering from serious illnesses.
Members of low-income households.
Our policy for vulnerable Customer groups:
Receive and process complaints and feedback from this group with the highest priority.
Do not refuse to resolve complaints based on differences in language, customs, or other factors.
Employees should not discriminate against or exploit the vulnerability of Customers to infringe upon their legitimate rights.
Do not transfer complaints to third parties unless the third party has a related responsibility. In cases where complaints are rejected, Annam Gourmet will provide written feedback, clearly stating the reasons for the refusal and the relevant legal basis.
Policy for Customers participating in the Loyalty Program:
Please refer to the following link: https://shop.annam-gourmet.com/hcm-pmh/vi/loyalty-program
This version was updated and issued for the third time, effective on November 29, 2024.
