I. Scope of Application
This Packaging & Inspection Policy applies to all customers purchasing products from Stores on the VNExtra website.
II. Packaging & Handover of Goods
1. Packaging Standards
VNExtra packages products according to the nature and characteristics of each product to minimize the risk of damage during transportation, including:
- Products are packed in their original manufacturer’s packaging whenever applicable.
- Packages are securely packed using protective materials such as bubble wrap or equivalent cushioning (where necessary), placed in sturdy cartons, and sealed properly without signs of tearing, dents, tampering, or external damage before being handed over to the shipping carrier.
2. Handover to the Shipping Carrier
Orders are handed over to the shipping carrier in accordance with the agreed shipping procedures between VNExtra and its logistics partners.
Once the shipment has been accepted, the shipping carrier is responsible for transporting and delivering the order to the customer based on the confirmed order information.
III. Package Inspection & After-Delivery Claims
1. Package Inspection Upon Delivery
Upon receiving the package, customers are encouraged to inspect its external condition, including:
- The information displayed on the package (product name or product code, and quantity according to the order).
- The condition of the packaging (intact, without tears, dents, water damage, or breakage).
- Any visible signs of tampering or abnormal handling.
If the information displayed on the package indicates that the delivered products do not match the order (such as incorrect product codes or incorrect quantities), or if the package is severely damaged (including torn packaging, dents, water damage, or breakage), customers have the right to refuse delivery and notify VNExtra for assistance in accordance with the Shipping Policy and Return & Refund Policy.
2. Product Inspection After Delivery
VNExtra does not provide a joint package inspection service with the delivery carrier at the time of delivery.
To protect your rights in the event of a claim, customers are strongly encouraged to record an unboxing video, including:
- Clearly showing the condition of the unopened package.
- Recording the entire unboxing process continuously without interruption or editing.
- Clearly showing the products inside the package, including the product name, quantity, and actual condition upon opening.
3. After-Delivery Claims
3.1. Supporting Evidence
The unboxing video serves as important evidence for VNExtra to verify and process claims related to:
- Incorrect products delivered.
- Missing products.
- Products damaged during transportation.
- Manufacturing defects.
3.2. Claim Notification Period
Customers are requested to contact VNExtra within 72 hours from the time the order is successfully delivered.
The delivery time shall be determined based on the delivery confirmation provided by the shipping carrier and/or other valid proof confirming that the customer has received the package.
After this period, VNExtra regrets that we may not be able to process claims relating to incorrect items, missing items, or shipping damage.
3.3. Cases Not Eligible for Claim Processing
VNExtra reserves the right to reject claims in the following situations:
- The customer cannot provide an unboxing video.
- The unboxing video is interrupted, edited, incomplete, or does not clearly show the entire unboxing process from the unopened package.
- Claims relating to incorrect items, missing items, damaged products, or other order-related issues cannot be verified due to insufficient supporting information, photos, or videos.
- The product has been used, assembled, modified, altered, or damaged due to customer misuse or improper handling.
IV. Contact Information
VNExtra
📧 Email: contact.vnextra@gmail.com
🌐 Website: https://www.vnextra.com
V. Effective Date
This Policy becomes effective from the date it is publicly published on the VNExtra website.
VNExtra reserves the right to amend, update, or modify this Policy at any time when necessary. Any changes shall become effective immediately upon publication on the website.
