1. Receive

The company receives all complaints from customers related to the use of products and goods of the company.

All cases of warranty, exchange of goods. Customers can contact the Company through:

• Hotline: 028 6686 2855 – 0902 72 1004
• Email: bioremake@gmail.com

For instructions on warranty and return procedures (if any).

2. Complaint deadline

(i) In case of damage to products and goods due to transportation: within 24 hours after the Customer receives the goods.

(ii) In case the Customer does not receive the goods: within 24 hours after receiving the notice that the order has been successfully delivered to the Customer.

(iii) In case of force majeure, the two parties will negotiate by themselves: Force majeure cases such as accidents, robberies, natural disasters, fires…

When complaints and disputes arise, the Company always upholds the solution of negotiation and mediation between the parties in order to maintain the relationship and the customer’s trust in the quality of the products provided by the Company.

The process of receiving and handling complaints follows the following steps:

• Step 1: Customers make complaints about the goods and services of Bioremake Co., Ltd. provided on the website bioremake.com through the following channels:
  + Email address: bioremake@gmail.com
  + Call hotline 028 6686 2855 – 0902 72 1004
• Step 2: Customer care department will receive complaints, contact to clarify the requirements of the Customer as soon as possible and no later than 03 working days from the date of receipt of the request (no more than 3 working days). public holidays according to state regulations).
• Step 3: The Company may ask the Customer to provide information and evidence related to the transaction and product to verify, clarify the matter and have the most appropriate handling. Specifically, the Client provides the Company with the following contents:
  + Order code / bill of lading code;
  + A photo of the condition of the package when the goods are delivered to the Customer;
  + Photo or video recording the damaged part of the goods inside making the product unable to be used/operated normally;
  + Other evidence (if any).
  + Time limit for providing evidence: Within 24 hours from the time of requesting the complaint.

3. Resolve complaints

• Depending on the nature and extent of the incident, Bioremake Co., Ltd. will propose specific measures to resolve the Customer’s complaint;
• Any controversy, claim or dispute arising out of or relating to the products and services provided by Bioremake Co., Ltd. will be resolved by negotiation, conciliation, arbitration and/or Court. according to the Law on Protection of Consumer Rights 2010, in Chapter 4 on Settlement of disputes between consumers and organizations and individuals trading in goods and services.

1. Principles of Operation

E-commercial (“EC”) merchandizing Website named bioremake.com has been established and operated by Bioremake Co., Ltd. (“Company”). Its object of service is entirely customers who have the demand upon purchasing goods from Bioremake.

Those products, service which have been traded and promoted on the website bioremake.com, are manufactured supplied by Bioremake Co., Ltd, and comply in full with those applicable legal regulations upon the production process and product quality.

Those trading activities on bioremake.com would be performed openly and explicitly; Furthermore, the interests of consumer would also be ensured.

2. General regulation

E-commercial website bioremake.com is owned, developed and operated by Bioremake Co., Ltd.
General definition:

• “Seller” is Bioremake Co., Ltd. – who is the manufacturer, supplier of products, services on the website.
• “Customer” is the one who accesses the this website to look for or/and purchase, use legally such products, services provided by the company, and they will have their ownership towards those purchased, owned products, services in accordance with applicable law.

Those regulations and policies posted on website bioremake.com are in compliance with the applicable regulations of Vietnam. For such members who join in the E-commercial (“EC”) Website named bioremake.com, must willingly study about their own legal liability upon the applicable law of Vietnam and commit to execute properly as the contents mentioned in the posted Regulations and Policies.

3. Agree and Accept

Customer agrees that customer has read and understood this Policy and agrees and accepts Bioremake’s use of services, processing and transfer of customer’s personal information in accordance with this Policy.

Bioremake reserves the right to edit, update or amend the terms of this Policy at any time by publishing the updated Policy Policy on bioremake.com. By continuing to communicate with Bioremake, continuing to use Bioremake’s services and products after this Policy is revised, updated or revised, it means that the customer has agreed to the changes. correct, update or modify it.

In case of any questions or comments regarding bioremake.com’s privacy policy, and regarding the misuse of personal information or the reported scope, please contact us. Contact via email: bioremake@gmail.com or hotline: 028 6686 2855 – 0902 72 1004.

Special thanks!

Bioremake builds and sets up the following forms of payment:

Customers can choose the most convenient and suitable form for them:

1. Make payment to Bioremake’s bank account:

• Account holder: Bioremake Co., Ltd
• Account number: 1021526466 at Joint Stock Commercial Bank for Foreign Trade of Vietnam (VIETCOMBANK) – Thu Thiem Branch.
• Payment content: Order number + Phone number
• Customers send payment authorization to:
  – Email: bioremake@gmail.com
  – Zalo/viber/telegram: 0902 72 1004
  – FB Messenger: BIOREMAKE

2. Payment on receipt of goods:

BioRemake staff or delivery staff (shipper) will deliver to your place. You view the goods at home and pay the delivery staff.

Note:

• The amount to be paid by the Customer includes the amount of products and goods with promotional discounts (if any) and shipping costs (if any), shown on the website at the “Payment” step.
• When confirming the payment method of the customer, the Company will contact to confirm and proceed with the delivery. If after the agreed time, the Company does not deliver the goods or does not respond, the Customer calls directly to:
  • Hotline: 028 6686 2855 – 0902 72 1004
  • or send to email: bioremake@gmail.com

To complain and get information support as well as order processing, compensation (if any).

1. Purpose and scope of information collection

The Company does not sell, share or trade Customer’s personal information collected on bioremake.com to any other third party.
When Customers contact to register for the service, the personal information that bioremake.com collects includes:

• (i) Full name;
• (ii) Email Address
• (iii) Telephone number;
• (iv) Delivery address;
• (v) Bank account and payment information;
• (vi) Information submitted by or relating to the device(s) used to access the bioremake.com website;
• (vii) Aggregated data on user content.

2. Scope of information use

2.1. For internal company

Personal information collected is only used by the Company internally and for one or all of the following Objectives:

• (i) Customer Support;
• (ii) Provide information related to the service;
• (iii) Process orders and provide services and information through the bioremake.com website at the request of the Customer;
• (iv) The Company may send information about new products, services, information about upcoming events or recruitment information if the Customer registers to receive email/sms notifications;
• (v) In addition, the Company will use the information provided by the Client to assist in the management of the Client’s account; confirm and execute financial transactions related to the Client’s online payments.

2.2. Service support unit

In the course of conducting business, the Company will/may need to disclose the Client’s personal data to third party service providers, agents and/or affiliated companies or companies. company related to Bioremake, for one or more of the foregoing Purposes. Such third parties include, but are not limited to:

• (i) Subsidiaries, affiliated companies and related companies;
• (ii) Contractors, agents, service providers and other third parties that the Company hires to support or supplement its business.
• (iii) Third parties to whom the Company discloses information for one of the Objectives and such third parties will in turn collect and process the Client’s personal data for one or more Objectives.

2.3. Competent Authority

In case of request of competent parties such as judicial authorities including: Procuracy, court, investigative police agency or Visa/Mastercard card organizations related to law violations or any credit card fraud of a customer, bioremake.com E-commerce Website is responsible for cooperating in providing member’s personal information. In addition, no one has the right to infringe on members’ personal information.

3. Information storage time

For personal information, bioremake.com only deletes this data if the Customer requests, the Customer requests to send an email to bioremake@gmail.com.
In addition to the above case, Member Personal Information will be kept confidential on the server of bioremake.com website.

4. Persons or organizations that may have access to personal information

Subjects who have access to Customer’s personal information fall into one of the following cases:

• BIOREMAKE COMPANY LIMITED
• Contracting partners to perform a part of the services provided by the Company, these partners will receive information according to the contractual agreement (maybe part or all of the information, although according to the terms of the contract). ) to assist users in using services provided by the Company.

5. Address of the unit that collects and manages personal information

• BIOREMAKE COMPANY LIMITED
• Address: 63/1C Street 36, Linh Dong Ward, Thu Duc City, Ho Chi Minh City, Vietnam.
• Phone: 028 6686 2855-0902 72 1004
• Website: bioremake.com
• Email: bioremake@gmail.com

6. Mechanism for receiving and resolving consumer complaints related to the misuse of personal information or the notified scope

At bioremake.com, the Customer is guaranteed that the information provided to the Company will be kept confidential, bioremake.com is committed not to share, sell or rent the Customer’s personal information to anyone else.

bioremake.com commits to only use Customer’s information in the following cases:

• (i) Improve service quality for Customers;
• (ii) Settlement of disputes and complaints;
• (iii) When required by law enforcement.

1. Delivery methods:

The Company will deliver the goods by itself or cooperate with the shipping units that will deliver the goods to the address specified by the Customer.

2. Delivery term

• Delivery time in Ho Chi Minh City area: from 01 to 03 days;
• Delivery time from Ho Chi Minh City to other provinces/cities: from 02 to 05 days;
• Normally, after receiving order information, the Company will process the order within 24 hours and feedback information to the Customer about payment and delivery. However, there are also cases where the delivery takes longer but only in the following force majeure situations:
  + Company employees cannot contact customers by phone, so they cannot deliver goods;
  + The delivery address provided by the customer is incorrect or difficult to find;
  + The number of orders suddenly increased, causing the processing of orders to be slow;
  + The partner delivers the goods later than expected, causing the delivery to be delayed or the shipping partner to deliver the goods.
• In the above case, the Company will actively contact the Customer to agree on a specific delivery time.

3. In case of delay

• In case of late delivery without notice, the Client may refuse to receive the goods and the Company will refund the full amount paid by the Client in advance (if any) within 7 days.
• The company commits to have full invoices. The risks arising during transportation (bumps, dampness, accidents ..) may affect the goods, so please check the goods carefully before signing for receipt. The company will not be responsible for the deviation of the form of the goods after the Customer has signed to receive the goods.
• Shipping fee will be charged according to the fees of the shipping partners designated by the Company, depending on the location and volume of the order, when contacting to confirm the order with the Customer, Bioremake will report the specific fee for the order. Customer.

By registering to purchase products on https://bioremake.com, you agree to allow BIOREMAKE to collect and secure personal information to increase the quality of services and serve you better, and to comply with comply with the provisions of the law.
Scope of information collection:

BIOREMAKE Company does not sell, share or exchange any of the personal information collected by the Friend on https://bioremake.com to any other third party.

When users contact to register for the service, the personal information that https://bioremake.com collects includes:

• (i) Full name;
• (ii) Email Address
• (iii) Telephone number;
• (iv) Contacts;
• (v)Bank account and payment information;
• (vi) Information submitted by or relating to the device(s) used to access the website https://bioremake.com
• (vii) Aggregated data on user content.

Information storage time

• For personal information, bioremake company only deletes this data if the customer requests it, the request is sent to email: bioremake@gmail.com
• In addition to the above case, Personal Information will be absolutely confidential on the server of the website https://bioremake.com

Address of the personal information management unit

• BioRemake Company Limited
• Address: 63/1C, 36 Street, Linh Đông Ward, Thủ Đức City
• Phone: 028 6686.2855
• Email: bioremake@gmail.com

1. Terms of return

Customers can only request returns and refunds in the following cases:

• The customer paid but did not receive the product;

• Defective or damaged products or goods;

• The Company delivers the wrong products and goods to the Customer (For example, the product is delivered wrong in terms of quantity, type of goods, not the same as the customer ordered, etc…);

• The products and goods received by the Customer are markedly different from the information on bioremake.com that the Company provides in the product description;

• The product/voucher/certificate has expired before or on the date the product is delivered to the customer.

• Products and goods have no signs of being used, with the manufacturer’s original packaging intact, full accessories (stamps, warranty cards….) and accompanying gifts (if any).

2. Refund term

Return policy is applicable within 7 days of purchase.

If the customer sends by post or courier: the time is calculated according to the receipt stamp of the post office or courier. .

Return costs: Customers are entitled to free delivery to the location indicated on the return request form.

After 7 days, Customers are kindly requested not to refund or exchange.

3. How to return or exchange purchased goods

• Request to provide Order Code or receipt when returning products.

• Return products and goods that customers have purchased to manufacturers.

• In case the customer’s products and goods are defective when purchased at bioremake.com, please contact via email bioremake@gmail.com or hotline 028 6686 2855 – 0902 72 1004 for instructions on how to resolve .

• In the case of defective or damaged products or goods, records must be made within 7 days of receipt of products or goods. Please send Customer’s order information along with information about defective products to email bioremake@gmail.com.

• For orders purchased as a product package, all products must be returned intact.

• This return policy does not apply to products and goods that are free of exchange, return or refund that have been announced on the website: https://bioremake.vn.

• The company is not responsible for refunding in case the customer buys the wrong product or goods on the website: https://bioremake.com

4. Refund Method for Refunds

4.1. General rules

• All returned products will be re-checked through the website system: bioremake.com and the Company has the right to take measures to refund money through the following forms: Cash receipt or bank account transfer. Customer used to pay for the order, or exchange 1 for 1 (the company will bear the shipping cost).
• Returned goods that do not meet the above requirements will be considered as damaged goods and the Customer will not be refunded according to regulations.

4.2. Procedure

• Step 1: When the Company receives the returned Products and goods (enclosed with documents and invoices if any) from the Customer. Products and goods will be stored at Bioremake’s warehouse, and will notify the Customer via email/SMS of the receipt of the returned product from the Customer.

• Step 2: The specialized department will inspect and evaluate the status of products and goods. After the inspection, the Company will notify the Client:

  (i) Products and goods eligible for return: Notify Customer via email/SMS of refund time, total amount and form of refund or Returned products and goods.

  (ii) Products and goods that are not eligible for return: Notify the Customer via email/SMS the reason for not being eligible for refund or exchange.

• Step 3: (1) In case of eligibility for refund, Bioremake will respond to the refund request to the customer via email or SMS within a maximum of 03 working days from the time Bioremake receives the product back. Bioremake will carry out the refund procedure for customers within 05-07 working days, from the time Bioremake receives the product, the customer checks the bank account or the form to receive the refund or the Product, goods are returned. (2) In case of not being eligible for a refund, the Company will return the Products and goods that the Customer originally purchased through the company’s designated shipping partner (the Company bears the shipping costs).

4.3. In case the Customer has done the whole process above and still has not received the settlement. Please contact via email bioremake@gmail.com or hotline at 028 6686 2855 – 0902 72 1004

4.4. For promotional products: The company does not refund orders for products with promotional prices.

Customers who want to become Bioremake’s distributors will enjoy the following basic benefits:

• Attractive discount percentage – Increase with each order value;
• Maximum support for Digital Marketing Online to help increase sales;
• A series of benefits when opening a Bioremake product store;
• Regular ongoing professional support/sales training;
• The right to exchange and transport goods;
• Very attractive gift, promotion and after-sales program;
• Timely product information;
• Transfer wholesale and retail orders by region;
• 24/7 support;

The rights, obligations, responsibilities and profits of Bioremake agents will be signed and implemented through the “Agent Contract”.

To become an agent of Bioremake, please contact via:

• Phone:  0903 03 7929 (Mr.Nhu) or 0903 6666 82 (Mr.Dũng)
• Hotline: 028 6685 2855
• Email: daily@bioremake.com or bioremake@gmail.com