Return & Exchange, Delivery & Data Protection Policy

You may request to exchange or return a product within 30 days from the date you receive it, subject to the specific conditions set out below.

Cases eligible for exchange/return: the product is intact, unused, in its original sealed packaging (unopened/unbroken seal), with complete labels and original packaging; or the product is defective due to the manufacturer, or was delivered as the wrong type or in the wrong quantity compared with the order.

Cases NOT eligible for exchange/return: tea and food products whose packaging has been opened/unsealed cannot be exchanged or returned, in order to ensure food hygiene and safety and protect the health of all customers. This is a mandatory rule for food items.

Please retain your purchase invoice/receipt and the product packaging as the basis for handling exchanges and returns quickly and accurately.

Step 1: Contact WECHA via hotline 0777 722 777 or email dpo@wecha.vn within 30 days from the date you receive the goods to notify us of your exchange/return request.

Step 2: Provide your order information (full name, the phone number used to place the order, order code if available) and describe the reason for the exchange/return. For defective products, please attach photos of the product and packaging so we can verify.

Step 3: WECHA's customer care team will receive, review and respond on whether the request is eligible for exchange/return, and will guide you on how to send the product back.

Step 4: After receiving and inspecting the product and confirming it meets the conditions, WECHA will proceed to exchange it for a new product or issue a refund as agreed with you.

For products that are defective due to the manufacturer or were delivered incorrectly/incompletely, WECHA will exchange the product for a new one or refund the affected portion of the product, depending on your choice and agreement.

Refunds are made in a manner consistent with your original payment method. WECHA currently applies cash on delivery (COD); the VNPay/MoMo/bank transfer methods are being finalized.

The specific refund processing time will be communicated to you by WECHA when your request is received, depending on the payment method and the inspection process of the returned product.

WECHA does not charge any additional processing fee for exchanges or returns arising from manufacturer defects or from incorrect/incomplete delivery.

WECHA delivers to the address you provide when placing the order. The delivery coverage and the shipping unit may vary by region.

The specific shipping fee and delivery time will be clearly communicated by WECHA when you place your order, depending on each delivery area. WECHA does not apply a fixed fee or delivery time for every order.

To know the exact fee and delivery time for your address, please proceed to place an order or contact the hotline at 0777 722 777 for specific advice.

For cash-on-delivery (COD) orders, you are encouraged to check the condition of the parcel and the product right at the moment you receive it from the delivery staff.

Items to check include: packaging is intact, not dented/torn; the product is the correct type and the correct quantity compared with the order placed; the product shows no external signs of damage.

If you discover that a product is defective, wrongly delivered, or short-delivered upon receipt, please report it immediately to the delivery staff and contact WECHA's hotline at 0777 722 777 for timely support.

Note: because these are food items, only products in unopened original packaging are eligible to be considered for exchange/return; opened products are not eligible for exchange or return.

WECHA products are manufactured and traded by CÔNG TY TNHH VUA AN TOÀN and meet food hygiene and safety (ATVSTP) requirements in accordance with Vietnamese law.

To ensure quality and safety, please store the product according to the instructions printed on the packaging and use it within its shelf life. Once opened, the product should be used and stored properly.

The no-return policy for products with opened packaging is a mandatory measure to protect consumer health and avoid the risk of food hygiene and safety failures after the product has been opened.

When you place an order, register as a member, or contact us for advice, WECHA may collect the following information: full name, phone number, email, and delivery address. This information is used to process and deliver your orders, to contact you for advice/customer care, and for member care; it is only used for marketing purposes when you consent.

WECHA respects the rights of data subjects under Decree 13/2023/ND-CP on personal data protection, including: the right to be informed, the right to access and view data, the right to rectification, the right to request erasure of data, the right to restrict or object to processing, and the right to withdraw consent that has been given.

To exercise the above rights or if you have questions about your personal information, please contact the data protection officer (DPO) via email dpo@wecha.vn or hotline 0777 722 777. WECHA will receive and handle requests in full accordance with the law.

For any complaints or feedback relating to products, orders, exchanges/returns, or delivery, please contact us via hotline 0777 722 777 or email dpo@wecha.vn.

WECHA receives and coordinates the handling of complaints in full accordance with the Law on Protection of Consumer Rights, in a spirit of transparency and of safeguarding customers' legitimate interests.

Legal entity information: CÔNG TY TNHH VUA AN TOÀN — Tax code 0313334177 — Address: Ba Diem, Hoc Mon, Ho Chi Minh City.

This policy is established and applied in accordance with Vietnamese law, including the Law on Protection of Consumer Rights and related regulations on food safety and personal data protection.

WECHA may update and adjust the content of this policy to align with legal regulations and actual operations. The new version will be published publicly on the website and takes effect from the time of publication.

In the event of a dispute, the parties shall give priority to resolution through negotiation and conciliation; if no agreement is reached, the dispute will be resolved in accordance with Vietnamese law.