RETURN AND REFUND POLICY

Applicable to goods purchased directly from BUMATECH

Code: CS-CCO-03 · Version 1.0 · Effective: 01/09/2026

Article 1. Scope

1.1. This Policy applies to goods purchased directly from BUMATECH COMPANY LIMITED via the website bumatech.vn, by hotline order, or under a contract.

1.2. Goods purchased through dealers, distributors or e-commerce marketplaces are subject to the policy of the respective seller; the Company provides technical support and coordinates resolution where needed.

Article 2. Cases ELIGIBLE for return

• Wrong type, wrong specification or wrong quantity compared with the order. Notification period: upon receipt or within 24 hours. Conditions: packaging intact, with a delivery record or photos taken at the time of receipt.
• Goods damaged in transit (torn bags, wet, broken drums). Notification period: upon receipt. Conditions: a record signed with the delivery person, with photos.
• Manufacturing defects (lumping, deterioration within shelf life, deviation from published specifications). Notification period: within 30 days of receipt and within shelf life. Conditions: unopened original packaging or a reference sample; batch number and production date on the packaging clearly identified.
• Goods in intact original packaging, customer changes mind. Notification period: within 07 days of receipt. Conditions: unopened original bag, labels intact, no dents or tears, invoice retained; the customer bears two-way shipping costs.

Article 3. Cases NOT eligible for return

Due to the nature of cement-based and polymer construction materials, the following are not eligible for return:

a) Bags/drums that have been OPENED, product mixed with water or blended with other materials — the product absorbs moisture and begins to set, and can no longer be reused or re-tested for quality;

b) Product partly or fully applied;

c) Product past the expiry date printed on the packaging, or damaged due to improper storage (damp areas, not raised off the ground, direct exposure to sun and rain);

d) Product with torn bags, deformation or missing labels due to the customer's improper storage after receipt;

e) Made-to-order products or custom-tinted products;

f) Invoice or proof of purchase cannot be presented.

Technical reason: dry mortars and cement-based tile adhesives are highly hygroscopic; once a bag is opened, even if unused, the published specifications can no longer be guaranteed. This is why return policies for construction materials differ from those for electronics and household goods.

Article 4. Return procedure

Step 1 — The customer notifies the Company via hotline 0979 793 804 or email support@bumatech.com.vn, attaching: product photos, photos of the batch number and expiry date on the packaging, the invoice, and a description of the issue. Time limit: within the period in Article 2.

Step 2 — The Company receives the request, assigns a reference number and responds with the proposed handling. Time limit: within 24 working hours.

Step 3 — On-site inspection or reference sampling (for quality complaints); where necessary, both parties engage an independent inspection body. Time limit: within 05 working days.

Step 4 — Replacement, collection of defective goods, or refund as concluded. Time limit: within 07 working days from the conclusion.

Article 5. Costs and refunds

5.1. Shipping costs for returned goods: borne by the Company where the fault lies with the Company (wrong delivery, manufacturing defect, damage during the Company's transport); borne by the customer for change-of-mind returns under Article 2.

5.2. Independent inspection costs are borne by the party at fault as determined by the inspection conclusion.

5.3. Refund method: bank transfer to the account used for payment, or offset against receivables as agreed. Refund time limit: within 07 working days from the date the Company receives the returned goods and both parties agree on the handling.

5.4. For payments made through an online payment gateway, funds may take a further 3–7 working days to arrive depending on the issuing bank.

Article 6. General provisions

6.1. This Policy does not limit consumer rights under the Law on Protection of Consumer Rights No. 19/2023/QH15.

6.2. In the event of a dispute, both parties shall first seek an amicable settlement; failing that, the dispute shall be resolved under the Company's Complaint Handling Policy.