VietnameseCondition of Sale
CONDITION OF SALE
Last Updated: 11th Jun 2026
I. General Principles and Regulations
1. Definitions
1.1. NESPRESSO VIETNAM: An Nam Food Co., Ltd., the operator and manager of the NESPRESSO VIETNAM e-commerce website, providing coffee-related products, coffee machines, accessories, tools, and products related to coffee preparation and enjoyment in Vietnam.
1.2. Website: The e-commerce website with the address https://nespresso.vn/, owned and operated by NESPRESSO VIETNAM.
1.3. Customer: Any individual or organization that conducts a purchase transaction on the Website or at a NESPRESSO VIETNAM store.
1.4. Product(s): Items sold on the Website, via the hotline, through online sales partners, or at NESPRESSO VIETNAM stores, including coffee-related products, coffee machines, accessories, tools, and products related to coffee preparation and enjoyment provided by NESPRESSO VIETNAM.
1.5. Order: A purchase transaction made by a Customer on the Website, via the hotline, through online sales partners of NESPRESSO VIETNAM, or at a NESPRESSO VIETNAM store.
1.6. Amendment(s): Any adjustment, addition, or removal of the content within these Terms and Conditions executed by NESPRESSO VIETNAM.
2. General Regulations
2.1. Products traded on the Website must fully comply with the regulations of Vietnamese law regarding quality, food safety and hygiene, origin, product labeling, and other legal requirements applicable to each type of product. NESPRESSO VIETNAM commits not to trade in items prohibited or restricted from business by law, as well as goods of unknown origin, counterfeit goods, or imitation goods.
2.2. All activities on the Website must be conducted in an open and transparent manner, ensuring the rights and interests of consumers.
2.3. By accessing and using the Website, the Customer is deemed to have carefully read and accepted the current Terms and Conditions. NESPRESSO VIETNAM is responsible for publicly and clearly posting any amendments, additions, or updates to the content of the Terms and Conditions on the Website to ensure that customers have all the necessary information before continuing to use the services.
NESPRESSO VIETNAM is responsible for notifying customers in advance of any amendments, additions, or updates to these Terms and Conditions by publishing a notice on the Website at least 30 days before such changes take effect, in order to ensure that customers have sufficient time for careful review, except for special cases as prescribed by law. In the event that the Customer does not agree with such changes, please do not continue to access the Website. The Customer is responsible for regularly reviewing and checking the updated content of the Terms and Conditions. After the new Terms and Conditions are published, the Customer's continued use of the Website shall be deemed as the Customer's acceptance of such amended content.
2.4. When accessing and using the Website, the Customer commits and warrants that: (i) The Customer is at least 15 years old or accesses the Website under the supervision of a parent or legal guardian in accordance with the law; and (ii) The Customer has full civil capacity to establish, perform, and bear responsibility for civil transactions in accordance with current laws.
II. Transaction Process
1. Ordering
1.1. NESPRESSO VIETNAM provides the following ordering methods: (i) Ordering directly at the store, (ii) Ordering via the hotline, and (iii) Ordering online through the Website.
1.2. NESPRESSO VIETNAM reserves the right to refuse or cancel orders in cases where there are reasonable grounds to suspect risks related to the authenticity of the order, the Customer's capacity to pay, or any other irregularities associated with the order in accordance with the law. This decision will be notified to the Customer at the earliest possible time.
1.3. The Customer is responsible for providing complete and accurate information required when placing an order, including: full name, delivery address, contact phone number, and other requested information. NESPRESSO VIETNAM shall not be held liable for any damages or losses arising from the Customer providing inaccurate or incomplete information.
1.4. Customers are advised not to place simultaneous orders on the Website and at the store or via the hotline for the same purchase to avoid duplication and inconvenience during the order processing.
1.5. Orders placed on weekends will be processed on the next business day. Orders placed outside of business hours will be processed on the following business day. NESPRESSO VIETNAM's business hours will be publicly announced on the Website.
1.6. In the event that the Customer has an urgent requirement for an order, please contact the hotline directly or visit the nearest NESPRESSO VIETNAM store for immediate assistance.
1.7. Purchasing Process:
Step 1: The Customer selects the product(s) to purchase and clicks on the "Cart" icon or the "Add to Cart" button to add the product(s) to their shopping list.
Step 2: After finishing product selection, the Customer must carefully review the prices, quantities, and product details in the cart before proceeding. Then, the Customer clicks the "Proceed to Checkout" button to go to the payment page.
Step 3: The Customer provides complete and accurate information required for the order, including full name, delivery address, preferred delivery time, order notes (if any), and contact information.
Step 4: The Customer selects the Shipping Method, Payment Method, Invoicing Information (if applicable), applies vouchers or discount codes (if any), and checks the box "I have read and agree to the Terms & Conditions."
Step 5: After reviewing all order information, the Customer clicks the "Place Order" button. Nespresso Vietnam will send a confirmation message to the Customer via their registered email address, stating that the order has been successfully placed, along with the order code.
Step 6: Upon receiving the order, Nespresso Vietnam will proceed with the delivery process based on the recipient's address and phone number. In the event that the recipient cannot be contacted, the delivery time may be later than expected.
Step 7: Nespresso Vietnam delivers the products to the Customer through a third-party shipping provider.
Step 8: Upon successful delivery, Nespresso Vietnam will issue an electronic VAT invoice (if requested) via the email address provided by the Customer.
2. Payment Policy
Online payments via Credit Card or Bank Card must be fully completed before the goods are dispatched.
Cash on Delivery (COD) for online orders is only applicable within Vietnam. Please prepare the exact order amount for payment upon delivery.
Bank Transfer: Payment instructions will be provided after each order is placed. Payment must be completed within 3 days from the order date. Nespresso will confirm the payment within 24 hours before the order is processed.
3. Delivery
3.1. NESPRESSO VIETNAM commits to making every effort to deliver products to the Customer at the earliest possible time through our internal delivery team or a third-party courier service.
3.2. Free Shipping: Nespresso Vietnam offers free shipping for orders with a total value exceeding 500,000 VND.
3.3. Shipping Fees: Shipping fees vary by region and will be clearly displayed in the order details.
3.4. Order Cancellation: Please contact our hotline at 1800 234 506 for assistance with order cancellations.
4. Delivery Time
Nespresso makes every effort to ensure delivery within Ho Chi Minh City within 1-2 business days, and to other provinces/cities within 3-5 business days after the order is confirmed. Nespresso Vietnam's business days are defined as Monday through Saturday.
If you request a specific means of delivery different from the standard method used by Nespresso, any additional costs will be charged to you.
If no one is available to receive the order upon delivery, the courier will notify Nespresso. A Coffee Specialist will then contact you to schedule your preferred delivery date. You will be charged a shipping fee after 3 failed delivery attempts.
5. Delivery Verification
5.1. Responsibility for Order and Goods Verification: The Customer or the authorized recipient is responsible for inspecting and verifying the condition and quantity of the goods immediately upon receipt from NESPRESSO VIETNAM or the shipping provider. Any discrepancies in quantity or product condition must be reported immediately.
5.2. Notification of Unsuccessful Delivery or Missing Items: In the event of non-delivery, missing items, or lost goods, the Customer must notify NESPRESSO VIETNAM within 24 hours from the time the goods were delivered or scheduled to be delivered, so that NESPRESSO VIETNAM can promptly arrange a supplementary delivery or process a refund in accordance with Article 6.6.
6. Return and Refund Policy
6.1. Grounds for Returns and Exchanges
Product returns or exchanges are only applicable in the following circumstances:
a. Incorrect Product Model: Including cases where the received product does not match the specific type, model, color, or other characteristics described and confirmed in the original order.
b. Discrepancy in Product Information: The information regarding ingredients, usage instructions, expiry date, or other factors in the original order does not match the actual product received, thereby affecting the consumer's rights and purchasing decision.
c. Manufacturer Defects: The product has physical defects such as deformation, scratches, stains, cracks, or breakages arising during manufacturing or storage; or the product shows signs of damage, lack of freshness, unsealed packaging failing to meet standards, or other quality and safety-related defects for which NESPRESSO VIETNAM is responsible.
6.2. Conditions for Returns and Exchanges
a. Defective or damaged products must be proven to be due to the fault of NESPRESSO VIETNAM.
b. Customers must provide images of the product for NESPRESSO VIETNAM to inspect and verify the defect before return approval.
c. All machines received within 48 hours are deemed to be in good condition and cannot be returned or exchanged, unless it can be proven that damage occurred during delivery. All coffee orders are non-returnable and non-exchangeable. All orders become final and effective upon payment.
d. Returned products must be accompanied by the purchase invoice, must be unused, and must have the security/warranty tags intact.
e. Returns and exchanges can only be processed through the online store where the Customer placed the order and cannot be fulfilled at other physical stores of NESPRESSO VIETNAM.
6.3. Cases Not Eligible for Returns and Exchanges
a. Products damaged due to improper storage or handling by the Customer.
b. Products with removed labels/seams, or those that are cracked, chipped, or no longer retain their original form.
c. Products that are near or past their expiry date at the time the Customer requests a return or exchange.
d. NESPRESSO VIETNAM does not currently apply a return policy based on a Customer's change of mind, unless otherwise prescribed by law or under specific promotional support policies announced from time to time.
6.4. Notification Window for Support
All machines received within 48 hours are deemed to have been received in good condition and cannot be returned or exchanged, unless it can be proven that damage occurred during transit.
6.5. Return and Exchange Process
a. Customers must process the return or exchange at the exact NESPRESSO VIETNAM store platform where the product was purchased.
b. Customers may bring the product directly to the designated store to verify its condition.
c. Within a maximum of 01 - 03 business days from receiving the return request along with the accompanying product, NESPRESSO VIETNAM will notify the Customer of the request receipt and proceed with the exchange within the next 01 - 02 business days.
d. The replacement product will be of the same type or another product of equal or higher value than the original product.
e. If the product is approved for a return/exchange, please place a new order on the website for the replacement product and proceed with payment.
6.6. Refund Policy
a. The processing time for refunds (if any) depends on the processing schedule of the payment gateway provider and the issuing bank. This typically takes 5-7 business days, or up to 45 business days depending on whether a domestic or international payment card was used, counted from the date NESPRESSO VIETNAM receives the request.
b. In the case of refunds to foreign bank cards, exchange rates and bank fees may apply at the time of refund in accordance with the bank's regulations.
c. Customers will receive a refund in cases where an incorrect amount was paid due to a transaction error (caused by staff handling, equipment malfunction, or bank network errors).
7. Pricing
7.1. Selling Price: The selling prices of the products are displayed in detail on the purchase invoice. The selling price is effective at the time the Customer places the order and is inclusive of Value Added Tax (VAT) in accordance with applicable laws.
7.2. Shipping Costs: Shipping costs will be applied to all orders, except for those that qualify for free shipping under the policies of NESPRESSO VIETNAM.
8. Customer Rights
8.1. The Customer has the right to be informed of and choose to comply with Section II – Transaction Process of NESPRESSO VIETNAM.
8.2. The Customer has the right to be provided with clear and accurate information regarding the goods, services, prices, transaction terms, and purchasing policies.
8.3. The Customer has the right to freely select suitable goods and services and make transaction decisions based on the provided information.
8.4. The Customer has the right to receive goods and services that meet quality standards, free from defects that cause danger or adversely affect the health and interests of consumers.
8.5. The Customer has the right to provide feedback, lodge complaints, or claim damages in the event that their rights are infringed, and to receive support in dispute resolution.
8.6. The Customer's personal information must be securely protected, utilized solely for transaction purposes, and shall not be disclosed to third parties without prior consent.
9. Complaint Receipt and Resolution Process
Step 1: NESPRESSO VIETNAM receives feedback and complaints from customers via the Hotline at 1800 234 506 or via email at contact@nespresso.vn.
Step 2: The receiving representative will apologize and acknowledge all feedback from the customer. Concurrently, the customer's details—including full name, phone number, and email—will be recorded in NESPRESSO VIETNAM's system.
Step 3: Classification of customer feedback and complaints:
For complaints regarding products or services: The Customer Service representative will record the product details (Product name, date of purchase, place of purchase, expiry date). Relevant images/evidence must be collected, particularly if there is any impact on health (recording symptoms). Following this, a specific follow-up date will be scheduled with the customer.
For complaints regarding staff or service quality: The representative will record the details of the situation encountered by the customer, including the specific store location and time, and then schedule a specific date to follow up and respond to the customer.
III. Customer Information
1. Data Collection
1.1. To conduct transactions, the Customer must register and open an account on the NESPRESSO VIETNAM website and provide necessary personal information, including but not limited to full name, address, phone number, and payment information.
1.2. Registering as a Loyalty Program member will provide the Customer with more benefits during their shopping experience.
1.3. The Customer is responsible for ensuring that all provided information is complete, accurate, and up to date. NESPRESSO VIETNAM shall not be held liable for any damages, losses, or disputes arising from inaccurate information provided by the Customer.
1.4. NESPRESSO VIETNAM commits to collecting personal information strictly within the scope necessary for providing services and executing transactions, without collecting data beyond what is required.
2. Information Storage and Security
2.1. NESPRESSO VIETNAM commits to complying with applicable statutory regulations regarding personal data protection and information security. The Customer's personal information and transaction data will be securely stored on NESPRESSO VIETNAM's systems.
2.2. To ensure successful transactions and minimize potential risks, the Customer should not share detailed payment information with anyone via email or other communication methods. NESPRESSO VIETNAM shall not be held liable for any damages or risks the Customer may incur when exchanging information over the Internet or via email.
2.3. The Customer is strictly prohibited from using any programs, tools, or other means to interfere with the system or alter the data structure. It is strictly forbidden to distribute, propagate, or encourage any activities aimed at interfering with, sabotaging, or infiltrating the Website system. Any violations will be handled at the sole discretion of NESPRESSO VIETNAM and in accordance with the law.
2.4. NESPRESSO VIETNAM commits to implementing appropriate technical and organizational measures to protect the Customer's personal information from unauthorized access, loss, leakage, or infringement.
2.5. Information shall be stored for the duration required by applicable laws and for purposes related to the provision of services.
3. Use of Customer Information
NESPRESSO VIETNAM only uses the Customer's personal information in the following cases:
3.1. Fulfilling delivery to the address provided by the Customer.
3.2. Processing orders and resolving related issues at the Customer's request.
3.3. Providing information regarding loyalty programs, such as discounts, promotions, free trials, or prize distribution details when the Customer wins a contest.
3.4. Providing services and utilities to the Customer, and introducing new products and services of NESPRESSO VIETNAM based on the Customer's preferences and habits.
3.5. Adjusting, updating, securing, and improving products, services, applications, devices, and systems provided and/or managed by NESPRESSO VIETNAM.
3.6. The Customer is obligated to maintain the confidentiality of their account information and password, and must not share them with any third party.
3.7. Optimizing the Website (implementing marketing and communication campaigns to enhance Website efficiency).
3.8. Storing, managing, and backing up data for disaster recovery or similar purposes.
3.9. Complying with statutory regulations and requests from competent state authorities, including but not limited to information disclosure obligations, promotional compliance reporting, record-keeping, and auditing.
4. Sharing of Customer Information
NESPRESSO VIETNAM commits to respecting the privacy and confidentiality of the Customer's personal information. We do not share Customer information with any other third parties except in the following circumstances:
4.1. Partners involved in service provision, such as delivery, internet messaging services, payment processing, refunds, or reimbursements to carry out the tasks specified in Section III, Clause 3 above.
4.2. Upon request from competent state authorities or as prescribed by law.
4.3. Other third parties subject to the Customer's consent from time to time. These third parties are only permitted to process information within the scope of work authorized by NESPRESSO VIETNAM and are responsible for implementing appropriate security measures in accordance with the law.
5. Use of Cookies
5.1. NESPRESSO VIETNAM may collect certain information automatically through cookies and server logs when the Customer accesses the website and clicks the "Accept All Cookies" button, including information on service usage, language, browser type, and IP address.
5.2. Cookies help NESPRESSO VIETNAM recognize the Customer, remember personal preferences, and troubleshoot issues, thereby enhancing service quality and the shopping experience.
5.3. The Customer may decline cookies through their browser settings; however, doing so may affect the Customer's experience when using services on the website.
6. Customer Rights
The Customer has the right to access, rectify, or erase their personal information, as well as the right to object to or request the restriction of data processing through the following methods:
a. Logging into the Customer profile management page to personally edit or erase their information.
b. Contacting the hotline at 1800 234 506 or emailing contact@nespresso.vn to request NESPRESSO VIETNAM to provide, rectify, or erase their personal information upon discovering errors, when storage is no longer desired, or to unsubscribe from e-newsletters updating promotional information for marketing purposes.
IV. Protection of Customer Personal Data
1. Purpose and Scope of Data Collection
1.1. Personal data collected on the Website https://nespresso.vn/ includes full name, email address, phone number, shipping address, and date of birth. This data is processed for the purposes of complying with relevant statutory regulations (commercial laws, etc.), sales, marketing, promotions, and product delivery.
1.2. The Customer is responsible for maintaining the confidentiality of their account information, including login credentials, passwords, and their registered communication inbox. In the event of unauthorized use or a security breach, the Customer must immediately notify NESPRESSO VIETNAM so that timely remedial measures can be implemented.
2. Scope of Information Use
2.1. The Customer's personal information shall be used to:
a. Provide products and services as requested.
b. Send notifications regarding transactions and related activities between the Customer and the Website.
c. Prevent fraudulent activities or actions aimed at compromising customer accounts.
d. Contact the Customer to resolve any issues arising from transactions.
e. Refrain from using personal information for purposes other than those previously notified to and consented to by the Customer.
f. Comply with statutory requests: NESPRESSO VIETNAM is responsible for cooperating and providing the Customer's personal information upon formal request from judicial authorities—including the Pro-curacy, Courts, and Investigative Police Agencies—in connection with any unlawful acts committed by the Customer. Apart from these instances, no one has the right to infringe upon the Customer's personal information.
2.2. In accordance with the law, NESPRESSO VIETNAM is obligated to provide the Customer's personal information to competent state authorities upon receiving a lawful request. No individual or organization is permitted to infringe upon the Customer's personal information outside of the aforementioned cases.
3. Data Retention Period
3.1. The Customer's personal information will be retained until a deletion request is submitted by the Customer, or for the duration prescribed by applicable laws.
3.2. In the event that any information is detected to be fraudulent or remains inactive for a period of 6 consecutive months, such information will be permanently deleted from the system.
4. Persons or Organizations Authorized to Access Data
The Customer's personal information shall only be utilized within the scope of the stated collection purposes, including customer support, transaction execution, and the provision of information to competent authorities upon request. This information will not be disclosed to any third party without the Customer's prior consent, except as required by law.
5. Means and Tools for Users to Access and Rectify Their Personal Data
5.1. Customers may log into their accounts to review and rectify their personal information, or submit a request to NESPRESSO VIETNAM for assistance in checking, updating, adjusting, or erasing their data.
5.2. In the event that personal information is suspected of being leaked to a third party, the Customer may lodge a complaint with the website management department via the hotline at 1800 234 506. NESPRESSO VIETNAM is responsible for investigating, resolving, and responding to the Customer regarding the root cause and the corrective actions taken.
6. Commitment to Customer Personal Information Security
6.1. The Customer's personal information on the Website is committed to absolute confidentiality by NESPRESSO VIETNAM in accordance with the Company's personal data protection policy. The collection and use of each Customer's information shall only be conducted with that Customer's consent, unless otherwise prescribed by law.
6.2. NESPRESSO VIETNAM shall not use, transfer, provide, or disclose the Customer's personal data to any third party without the explicit permission of the Customer.
6.3. Absolute confidentiality shall be maintained for all online transaction information of the Member, including digitized accounting invoices and supporting vouchers stored within the Website's central secure data zone.
7. Protection of the Rights of Vulnerable Customer Groups
7.1. NESPRESSO VIETNAM fully complies with statutory regulations regarding the protection of the rights of vulnerable customer groups in accordance with the Law on Protection of Consumers' Rights 2023, which includes:
a. The elderly.
b. Persons with disabilities.
c. Children.
d. Ethnic minorities and individuals residing in socio-economically disadvantaged areas.
e. Pregnant women or women nursing children under 36 months of age.
f. Persons suffering from fatal or critical illnesses.
g. Members of poor/impoverished households.
7.2. Our priority policies regarding vulnerable customer groups:
a. Receiving and resolving complaints and feedback from these customer groups with the highest priority.
b. Refusing to reject complaint resolution based on differences in language, customs, or other demographic factors.
c. Ensuring staff do not discriminate against or exploit the vulnerabilities of customers to infringe upon their lawful rights and interests.
d. Refraining from transferring complaints to a third party for resolution, unless that third party bears direct legal liability. In the event that a complaint resolution is rejected, NESPRESSO VIETNAM will provide a written response clearly stating the reasons for rejection and the relevant legal grounds.
Step 2: After finishing product selection, the Customer must carefully review the prices, quantities, and product details in the cart before proceeding. Then, the Customer clicks the "Proceed to Checkout" button to go to the payment page.
Step 3: The Customer provides complete and accurate information required for the order, including full name, delivery address, preferred delivery time, order notes (if any), and contact information.
Step 4: The Customer selects the Shipping Method, Payment Method, Invoicing Information (if applicable), applies vouchers or discount codes (if any), and checks the box "I have read and agree to the Terms & Conditions."
Step 5: After reviewing all order information, the Customer clicks the "Place Order" button. Nespresso Vietnam will send a confirmation message to the Customer via their registered email address, stating that the order has been successfully placed, along with the order code.
Step 6: Upon receiving the order, Nespresso Vietnam will proceed with the delivery process based on the recipient's address and phone number. In the event that the recipient cannot be contacted, the delivery time may be later than expected.
Step 7: Nespresso Vietnam delivers the products to the Customer through a third-party shipping provider.
Step 8: Upon successful delivery, Nespresso Vietnam will issue an electronic VAT invoice (if requested) via the email address provided by the Customer.
Cash on Delivery (COD) for online orders is only applicable within Vietnam. Please prepare the exact order amount for payment upon delivery.
Bank Transfer: Payment instructions will be provided after each order is placed. Payment must be completed within 3 days from the order date. Nespresso will confirm the payment within 24 hours before the order is processed.
3.2. Free Shipping: Nespresso Vietnam offers free shipping for orders with a total value exceeding 500,000 VND.
3.3. Shipping Fees: Shipping fees vary by region and will be clearly displayed in the order details.
3.4. Order Cancellation: Please contact our hotline at 1800 234 506 for assistance with order cancellations.
If you request a specific means of delivery different from the standard method used by Nespresso, any additional costs will be charged to you.
If no one is available to receive the order upon delivery, the courier will notify Nespresso. A Coffee Specialist will then contact you to schedule your preferred delivery date. You will be charged a shipping fee after 3 failed delivery attempts.
5.2. Notification of Unsuccessful Delivery or Missing Items: In the event of non-delivery, missing items, or lost goods, the Customer must notify NESPRESSO VIETNAM within 24 hours from the time the goods were delivered or scheduled to be delivered, so that NESPRESSO VIETNAM can promptly arrange a supplementary delivery or process a refund in accordance with Article 6.6.
Product returns or exchanges are only applicable in the following circumstances:
a. Incorrect Product Model: Including cases where the received product does not match the specific type, model, color, or other characteristics described and confirmed in the original order.
b. Discrepancy in Product Information: The information regarding ingredients, usage instructions, expiry date, or other factors in the original order does not match the actual product received, thereby affecting the consumer's rights and purchasing decision.
c. Manufacturer Defects: The product has physical defects such as deformation, scratches, stains, cracks, or breakages arising during manufacturing or storage; or the product shows signs of damage, lack of freshness, unsealed packaging failing to meet standards, or other quality and safety-related defects for which NESPRESSO VIETNAM is responsible.
6.2. Conditions for Returns and Exchanges
a. Defective or damaged products must be proven to be due to the fault of NESPRESSO VIETNAM.
b. Customers must provide images of the product for NESPRESSO VIETNAM to inspect and verify the defect before return approval.
c. All machines received within 48 hours are deemed to be in good condition and cannot be returned or exchanged, unless it can be proven that damage occurred during delivery. All coffee orders are non-returnable and non-exchangeable. All orders become final and effective upon payment.
d. Returned products must be accompanied by the purchase invoice, must be unused, and must have the security/warranty tags intact.
e. Returns and exchanges can only be processed through the online store where the Customer placed the order and cannot be fulfilled at other physical stores of NESPRESSO VIETNAM.
6.3. Cases Not Eligible for Returns and Exchanges
a. Products damaged due to improper storage or handling by the Customer.
b. Products with removed labels/seams, or those that are cracked, chipped, or no longer retain their original form.
c. Products that are near or past their expiry date at the time the Customer requests a return or exchange.
d. NESPRESSO VIETNAM does not currently apply a return policy based on a Customer's change of mind, unless otherwise prescribed by law or under specific promotional support policies announced from time to time.
6.4. Notification Window for SupportAll machines received within 48 hours are deemed to have been received in good condition and cannot be returned or exchanged, unless it can be proven that damage occurred during transit.
6.5. Return and Exchange Process
a. Customers must process the return or exchange at the exact NESPRESSO VIETNAM store platform where the product was purchased.
b. Customers may bring the product directly to the designated store to verify its condition.
c. Within a maximum of 01 - 03 business days from receiving the return request along with the accompanying product, NESPRESSO VIETNAM will notify the Customer of the request receipt and proceed with the exchange within the next 01 - 02 business days.
d. The replacement product will be of the same type or another product of equal or higher value than the original product.
e. If the product is approved for a return/exchange, please place a new order on the website for the replacement product and proceed with payment.
6.6. Refund Policy
a. The processing time for refunds (if any) depends on the processing schedule of the payment gateway provider and the issuing bank. This typically takes 5-7 business days, or up to 45 business days depending on whether a domestic or international payment card was used, counted from the date NESPRESSO VIETNAM receives the request.
b. In the case of refunds to foreign bank cards, exchange rates and bank fees may apply at the time of refund in accordance with the bank's regulations.
c. Customers will receive a refund in cases where an incorrect amount was paid due to a transaction error (caused by staff handling, equipment malfunction, or bank network errors).
7.2. Shipping Costs: Shipping costs will be applied to all orders, except for those that qualify for free shipping under the policies of NESPRESSO VIETNAM.
8.2. The Customer has the right to be provided with clear and accurate information regarding the goods, services, prices, transaction terms, and purchasing policies.
8.3. The Customer has the right to freely select suitable goods and services and make transaction decisions based on the provided information.
8.4. The Customer has the right to receive goods and services that meet quality standards, free from defects that cause danger or adversely affect the health and interests of consumers.
8.5. The Customer has the right to provide feedback, lodge complaints, or claim damages in the event that their rights are infringed, and to receive support in dispute resolution.
8.6. The Customer's personal information must be securely protected, utilized solely for transaction purposes, and shall not be disclosed to third parties without prior consent.
Step 2: The receiving representative will apologize and acknowledge all feedback from the customer. Concurrently, the customer's details—including full name, phone number, and email—will be recorded in NESPRESSO VIETNAM's system.
Step 3: Classification of customer feedback and complaints:
For complaints regarding products or services: The Customer Service representative will record the product details (Product name, date of purchase, place of purchase, expiry date). Relevant images/evidence must be collected, particularly if there is any impact on health (recording symptoms). Following this, a specific follow-up date will be scheduled with the customer.
For complaints regarding staff or service quality: The representative will record the details of the situation encountered by the customer, including the specific store location and time, and then schedule a specific date to follow up and respond to the customer.
1.2. Registering as a Loyalty Program member will provide the Customer with more benefits during their shopping experience.
1.3. The Customer is responsible for ensuring that all provided information is complete, accurate, and up to date. NESPRESSO VIETNAM shall not be held liable for any damages, losses, or disputes arising from inaccurate information provided by the Customer.
1.4. NESPRESSO VIETNAM commits to collecting personal information strictly within the scope necessary for providing services and executing transactions, without collecting data beyond what is required.
2.2. To ensure successful transactions and minimize potential risks, the Customer should not share detailed payment information with anyone via email or other communication methods. NESPRESSO VIETNAM shall not be held liable for any damages or risks the Customer may incur when exchanging information over the Internet or via email.
2.3. The Customer is strictly prohibited from using any programs, tools, or other means to interfere with the system or alter the data structure. It is strictly forbidden to distribute, propagate, or encourage any activities aimed at interfering with, sabotaging, or infiltrating the Website system. Any violations will be handled at the sole discretion of NESPRESSO VIETNAM and in accordance with the law.
2.4. NESPRESSO VIETNAM commits to implementing appropriate technical and organizational measures to protect the Customer's personal information from unauthorized access, loss, leakage, or infringement.
2.5. Information shall be stored for the duration required by applicable laws and for purposes related to the provision of services.
3.1. Fulfilling delivery to the address provided by the Customer.
3.2. Processing orders and resolving related issues at the Customer's request.
3.3. Providing information regarding loyalty programs, such as discounts, promotions, free trials, or prize distribution details when the Customer wins a contest.
3.4. Providing services and utilities to the Customer, and introducing new products and services of NESPRESSO VIETNAM based on the Customer's preferences and habits.
3.5. Adjusting, updating, securing, and improving products, services, applications, devices, and systems provided and/or managed by NESPRESSO VIETNAM.
3.6. The Customer is obligated to maintain the confidentiality of their account information and password, and must not share them with any third party.
3.7. Optimizing the Website (implementing marketing and communication campaigns to enhance Website efficiency).
3.8. Storing, managing, and backing up data for disaster recovery or similar purposes.
3.9. Complying with statutory regulations and requests from competent state authorities, including but not limited to information disclosure obligations, promotional compliance reporting, record-keeping, and auditing.
4.1. Partners involved in service provision, such as delivery, internet messaging services, payment processing, refunds, or reimbursements to carry out the tasks specified in Section III, Clause 3 above.
4.2. Upon request from competent state authorities or as prescribed by law.
4.3. Other third parties subject to the Customer's consent from time to time. These third parties are only permitted to process information within the scope of work authorized by NESPRESSO VIETNAM and are responsible for implementing appropriate security measures in accordance with the law.
5.2. Cookies help NESPRESSO VIETNAM recognize the Customer, remember personal preferences, and troubleshoot issues, thereby enhancing service quality and the shopping experience.
5.3. The Customer may decline cookies through their browser settings; however, doing so may affect the Customer's experience when using services on the website.
a. Logging into the Customer profile management page to personally edit or erase their information.
b. Contacting the hotline at 1800 234 506 or emailing contact@nespresso.vn to request NESPRESSO VIETNAM to provide, rectify, or erase their personal information upon discovering errors, when storage is no longer desired, or to unsubscribe from e-newsletters updating promotional information for marketing purposes.
1.2. The Customer is responsible for maintaining the confidentiality of their account information, including login credentials, passwords, and their registered communication inbox. In the event of unauthorized use or a security breach, the Customer must immediately notify NESPRESSO VIETNAM so that timely remedial measures can be implemented.
a. Provide products and services as requested.
b. Send notifications regarding transactions and related activities between the Customer and the Website.
c. Prevent fraudulent activities or actions aimed at compromising customer accounts.
d. Contact the Customer to resolve any issues arising from transactions.
e. Refrain from using personal information for purposes other than those previously notified to and consented to by the Customer.
f. Comply with statutory requests: NESPRESSO VIETNAM is responsible for cooperating and providing the Customer's personal information upon formal request from judicial authorities—including the Pro-curacy, Courts, and Investigative Police Agencies—in connection with any unlawful acts committed by the Customer. Apart from these instances, no one has the right to infringe upon the Customer's personal information.
2.2. In accordance with the law, NESPRESSO VIETNAM is obligated to provide the Customer's personal information to competent state authorities upon receiving a lawful request. No individual or organization is permitted to infringe upon the Customer's personal information outside of the aforementioned cases.3.2. In the event that any information is detected to be fraudulent or remains inactive for a period of 6 consecutive months, such information will be permanently deleted from the system.
5.2. In the event that personal information is suspected of being leaked to a third party, the Customer may lodge a complaint with the website management department via the hotline at 1800 234 506. NESPRESSO VIETNAM is responsible for investigating, resolving, and responding to the Customer regarding the root cause and the corrective actions taken.
6.2. NESPRESSO VIETNAM shall not use, transfer, provide, or disclose the Customer's personal data to any third party without the explicit permission of the Customer.
6.3. Absolute confidentiality shall be maintained for all online transaction information of the Member, including digitized accounting invoices and supporting vouchers stored within the Website's central secure data zone.