Return Policy
Nutribullet Vietnam is committed to providing genuine products and supporting Customers throughout the purchasing and product-use process.
This Return and Exchange Policy applies to Nutribullet products purchased through the Perfetto E-store or official sales channels announced by Nutribullet Vietnam.
1. SCOPE OF APPLICATION
1.1. This policy applies to genuine Nutribullet products purchased through the Perfetto E-store or Nutribullet Vietnam’s official sales channels.
1.2. The Nutribullet Vietnam Website primarily introduces the brand and products, provides usage instructions and offers product-related information. Orders and payments are completed through E-store Perfetto or the relevant official sales channel.
1.3. For products purchased through E-store Perfetto, returns, exchanges, warranty service and refunds are handled in accordance with the terms applicable to transactions at E-store Perfetto and applicable law.
1.4. For products purchased through other official sales channels, the Customer should contact the channel where the transaction was made directly to submit and process a return or exchange request.
2. CASES ELIGIBLE FOR RETURNS AND EXCHANGES
2.1. The product delivered does not match the product ordered by the Customer in terms of model, product type or quantity.
2.2. The product is missing parts or accessories identified as included with the product in the order or product information.
2.3. Products with visible damage upon delivery, including but not limited to cracks, breakage, deformation or damage caused during transit.
2.4. Products that do not operate or do not perform their intended function due to a technical fault determined to be a manufacturing defect.
2.5. Other cases will be considered in accordance with the warranty policy, the sales policy of the sales channel or applicable law.
3. CHECKING THE PRODUCT UPON DELIVERY
3.1. Customers should check the product immediately upon delivery to confirm its condition, quantity and included accessories.
3.2. If the wrong product is delivered, a product/accessory is missing, or there is visible damage, the Customer must notify the sales channel within a reasonable time after discovering the issue.
3.3. When submitting a return or exchange request, Customers must provide the order information and details of the product or issue being claimed.
3.4. Nutribullet Vietnam or the sales channel may ask the Customer to provide photos, videos or relevant documents to support the verification process.
3.5. Customers should keep the product, packaging and included accessories in their original condition until the request has been received and handling instructions have been provided.
4. RETURN AND EXCHANGE CONDITIONS
4.1. The product’s purchase source must be identifiable as the Perfetto E-store or an official sales channel.
4.2. Customers must provide order information, invoices, warranty cards or relevant documents when requested to verify the transaction.
4.3. Returned products must be sent with all included parts, accessories and documentation, except where any parts or accessories are missing due to a delivery error.
4.4. If a product shows signs of a fault or damage, Customers should not continue using it, disassemble, repair or modify its structure without guidance.
4.5. The product may be inspected to determine the cause of the defect and the appropriate resolution before an exchange or refund is issued.
5. CASES NOT ELIGIBLE FOR EXCHANGE, RETURN OR WARRANTY
5.1. Products damaged due to use contrary to the manufacturer’s instructions or intended purpose.
5.2. The product has been dropped, impacted, cracked, broken, deformed or subjected to external physical force not caused by a manufacturing defect.
5.3. The product is damaged due to use with an unsuitable power supply or a power supply that does not meet the product’s requirements.
5.4. The product is damaged due to use with non-genuine accessories, components or equipment, or items not recommended by the manufacturer.
5.5. Products that have been disassembled, repaired or structurally modified without authorization, or repaired by an unauthorized individual/entity.
5.6. The product is damaged due to storage, cleaning or use contrary to the manufacturer’s instructions.
5.7. Parts, accessories or consumable items that naturally wear out during use, except where the damage is determined to result from a manufacturing defect.
5.8. Products without the necessary identification information, or whose identification information is torn, damaged or unverifiable where such information is necessary to identify the product.
5.9. Other cases excluded under the product warranty policy or applicable law.
6. RESOLUTION OPTIONS
6.1. Depending on the product’s condition and the identified cause, Nutribullet Vietnam or the sales channel may apply one or more of the following solutions:
Product repair;
Replacement of components or accessories;
Equivalent product replacement;
Product recall and refund;
Apply another resolution as agreed with the Customer and in accordance with applicable law.
6.2. If the same model is no longer in stock, a replacement or refund will be discussed with the Customer in accordance with the policy applicable to the sales channel.
6.3. Technical defects arising during the warranty period will be handled in accordance with the warranty policy applicable to the product.
7. RETURN, EXCHANGE AND SHIPPING COSTS
7.1. If a product is determined not to match the order, has a manufacturing defect or falls under the seller’s responsibility under applicable regulations, repair and related shipping costs will be handled in accordance with the sales channel’s policy.
7.2. For cases arising from improper use, external impact or causes beyond the seller’s/manufacturer’s responsibility, any resulting costs may be borne by the Customer in accordance with the applicable policy.
8. RETURN AND EXCHANGE PROCESS
Step 1 – Contact: The Customer contacts the sales channel where the product was purchased and provides the order information.
Step 2 – Submit information: Customers provide information about the product’s condition, along with photos, videos or relevant documents if requested.
Step 3 – Receipt and verification: The sales channel receives the request, verifies the information and may ask the Customer to send the product in for inspection.
Step 4 – Product inspection: The product is inspected to determine its condition and cause.
Step 5 – Resolution notice: Customers are informed of the appropriate resolution, including repair, replacement, product exchange or refund, depending on the circumstances.
Step 6 – Complete: The replacement product or refund will be processed according to the method and timeframe applicable at the sales channel.
9. PROCESSING TIME
9.1. After receiving the request, the sales channel will confirm the Customer’s request within the applicable timeframe.
9.2. For transactions on the Perfetto E-store, Perfetto currently requires requests or complaints to be acknowledged within 05 business days and will process them as soon as possible based on the actual circumstances.
9.3. Actual processing times may depend on the product’s condition, inspection results, availability of replacement parts/products and shipping times.
10. REFUNDS
10.1. Where a refund is approved, it will be issued according to the payment method and policies of the sales channel where the Customer completed the transaction.
10.2. For transactions on the Perfetto E-store, if Perfetto confirms a refund, the refund will be processed within 15 business days from the date Perfetto receives the returned product and all information required to process the refund, depending on the payment method.
10.3. For credit/debit card payments or installment payments, refunds will be issued to the account/card used for payment, subject to the applicable terms.
10.4. For COD orders, Customers must provide accurate bank account details for the refund.
10.5. The time it takes for the funds to be credited to the account may depend on the bank or payment service provider.
11. CASES WHERE THE PRODUCT IS DETERMINED TO BE DEFECTIVE
11.1. If a product is found to have a manufacturing defect covered by the warranty, it will be repaired or the appropriate parts will be replaced in accordance with the warranty policy.
11.2. If repair is not possible or a specific defect continues to recur under the applicable warranty terms, the Customer may be considered for an equivalent replacement, replacement of parts/accessories or a refund in accordance with the applicable policy.
11.3. For matters covered by the warranty, repair and shipping costs will be borne by Perfetto in accordance with the applicable policy.
12. PRODUCTS PURCHASED THROUGH OTHER CHANNELS
12.1. For Nutribullet products purchased through e-commerce platforms, agents, distributors or other official sales channels, Customers should contact the place of purchase directly for assistance.
12.2. The return and exchange period, terms and process may vary depending on the sales channel.
12.3. Customers retain all statutory rights under consumer protection laws.
13. IMPORTANT NOTES
13.1. Customers should check the product immediately upon delivery and promptly notify the sales channel if they find any discrepancy in quantity, product type or visible damage.
13.2. The Customer should take photos or record a video while opening the package as evidence for comparison if a shipping-related complaint arises.
13.3. Customers should not disassemble or repair the product themselves when a fault is discovered.
13.4. Returns or refunds do not affect Customers’ statutory rights under applicable law.
14. CONTACT INFORMATION
Operator of the Nutribullet Vietnam Website: CÔNG TY TNHH PERFETTO VIỆT NAM
Business registration number: 0310608782
Hotline: 028 4455 9999
Email: info@perfetto.com.vn
Website: nutribullet.vn
Ho Chi Minh City: 195–197 Phan Dang Luu Street, Cau Kieu Ward, Ho Chi Minh City.
Hanoi: 42 Lac Long Quan Street, Tay Ho Ward, Hanoi.
Da Nang: 66 Nguyen Van Linh Street, Hai Chau Ward, Da Nang.
