Shipping & Returns

1. Delivery Methods

We offer two delivery methods:

Method 1: Customers can purchase directly at our company or store located at 62 Mac Thien Phuc, Lam Ha, Kien An, Hai Phong.

Method 2: Kim Park Vina delivers orders to customers.

  • Kim Park Vina provides free delivery for orders (excluding spare parts) within Hanoi and Ho Chi Minh City.
    • Orders will be delivered to the specified address within 4 hours maximum on the same day or as agreed upon by both parties.
    • Free delivery services are available outside regular working hours to better serve our customers. Delivery days are from Monday to Saturday each week.
    • Our technical staff will directly deliver the order (excluding spare parts) to assist customers with usage and maintenance instructions at their homes. Kim Park Vina does not outsource delivery services to ensure the highest service quality and customer satisfaction.
  • For spare parts orders, delivery will take 1-3 days. Kim Park Vina will arrange reasonable shipping costs with prior approval from the customer.
  • For orders in provinces outside Hanoi and Ho Chi Minh City, Kim Park Vina uses the standard delivery services of our partnered logistics providers.

Estimated Delivery Time

  • Typically, after receiving an order, we process it within 24 hours and notify the customer about payment and delivery details.
  • Delivery time is usually 3-5 days from the order confirmation date or as agreed upon with the customer during the ordering process.

Exceptions to delivery times may occur under unavoidable circumstances, such as:

  • Our staff is unable to reach the customer via phone to confirm delivery.
  • The provided delivery address is incorrect or difficult to locate.
  • A sudden surge in order volume delays processing.
  • Delays caused by supply chain partners or third-party logistics providers.

For shipping costs, we use external logistics services. The delivery fees will depend on the location and weight of the package. Customers will be informed of specific shipping costs when the order is confirmed.

Geographical Limitations

For customers in provinces purchasing large quantities or wholesale, we rely on logistics companies for delivery. Fees will depend on the logistics provider or be based on contractual agreements between both parties.

2. Responsibility of Service Providers for Documenting Goods

  • All orders are pre-packaged and sealed by Kim Park Vina before shipping.
  • Delivery partners are responsible for transporting goods in their original packaging (“sealed and intact”).

Each package will include the following details:

  • Recipient Information: Recipient’s name, phone number, and address.
  • Order Tracking Code.

To ensure the safety of the goods, Kim Park Vina includes a financial invoice or a valid delivery note with the shipment (if applicable). These documents serve as the basis for handling claims, verifying the market value of the goods, and ensuring proper circulation of the products.

Responsibility for Goods Damaged During Transit

  • For goods damaged during transportation, whether by our in-house delivery service or third-party providers, Kim Park Vina will take full responsibility for resolving the issue for the customer.
  • Customers have the right to reject the damaged goods and request a replacement or refund under the “Return & Refund” policy. Any issues arising will be handled by Kim Park Vina with the logistics provider to arrange compensation as per the partnership agreement.

Notes:

In case of any delivery delays, we will notify the customer promptly. Customers may choose to either cancel the order or continue waiting for the delivery.