I. PURCHASE POLICY
1. How to Place an Order
Customers can refer to the following payment methods and choose the most suitable one:
- Method 1: Direct payment (buyer receives goods at the seller's address)
- Method 2: Online payment via credit card, bank transfer
Selling or providing alcohol to individuals under the age of 18 in Vietnam is against the law. By placing an order or registering to attend events related to Red Apron Fine Wines & Spirits, you confirm that you are at least 18 years old. According to the Company’s age verification policy and to comply with Vietnamese licensing laws, attendees may be required to present photo identification to prove their age. If you are unable to do so, we will refuse to provide services & products to you.
2. Delivery Policy
redapron.vn always strives to provide the best shipping service with competitive fees for all orders placed with us. We support nationwide delivery with the following specific delivery policy:
2.1. In-Store Delivery Fees
redapron.vn applies delivery fees based on the costs agreed upon with our partners responsible for transportation and delivery for all successfully placed orders.
For customers in Provinces or Cities with our company's stores, we will arrange home delivery for you.
2.2. Delivery Time
redapron.vn will request the shipping partner to deliver the goods to customers within the agreed timeframe once you have completed all ordering procedures. Delivery time ranges from 1-5 business days, depending on the area and warehouse status (excluding Saturdays, Sundays, and public holidays). If you need urgent delivery, please contact our hotline, send a message, or note it in the order's comments section to receive the best support from our customer service (and to be informed of any additional fees if applicable).
If you choose to pay by credit card, the order processing time will be calculated from when we receive your full payment. Please note that redapron.vn reserves the right to change the delivery time without prior notice in the event of natural disasters or other special circumstances.
Your order will be delivered a maximum of two times (if the first delivery is unsuccessful, a staff member will contact you to arrange a second delivery). We will attempt to contact you within 2 business days (via message or direct call); if we still cannot reach you or receive any response, the order will become invalid.
To check the status or details of your order, please contact our Customer Care department.
When the goods are delivered to you, please complete the payment and sign the confirmation with the delivery staff first. Then, check the product for any defects or damages. Please keep the shipping receipt for reference.
3. Inspection Policy
Inspection involves checking and comparing the products/goods received in the redapron.vn shipment with the products in the customer's order.
Inspection Timing:
- We do not sell alcohol to individuals under 18 years old.
- redapron.vn allows customers to inspect the goods together with the delivery staff upon receipt. No sampling is allowed.
- After the inspection, if you find any issues, you may contact Customer Care for assistance with returns. Please note that you must record a video when receiving and unboxing the goods for evidence in case of disputes or complaints.
Scope of Goods Inspection:
- Customers can check the received products and compare them with the products ordered based on criteria such as product images, codes, and names, after our staff has confirmed the order.
- Absolutely do not open products sealed with a security or warranty seal.
- Do not scratch off the codes of products that offer points or rewards.
Steps to Take if Received Goods Do Not Match the Order:
- If you inspect the goods and find that the received products do not match your order, please contact the hotline at 1900 0245 to speak with Customer Care and confirm the order.
- If redapron.vn packed the wrong order, you may refuse to accept the goods and make payment. If the order has already been paid for, you may request a replacement order.
- If redapron.vn packed the order correctly, but you change your mind, you can request an exchange under our product exchange policy. In this case, you are responsible for paying the exchange fee and any related costs.
Channels for Customer Complaints:
All customer complaints are handled through the hotline at 1900 0245 or via email at
info@redapron.vn.
4. Product Description and Pricing on the Website
The product description and price for the products or services you order are listed in our price list, promotional materials, and/or on our website. If we mistakenly underprice an item or service, we are not obligated to provide it at the stated price, provided we notify you before delivering the item, or if we fail to deliver within 7 business days from the acceptance of your order. We may cancel your order, provided we refund any payment you made. You may agree to pay the correct price, in which case we will proceed with your order. If you are overcharged for an item, you will receive a full refund of the difference. We reserve the right to change product prices. Please refer to the latest price list or our website for current prices. The prices listed in the most recent price list or on our website will supersede any prices mentioned in these policies if there is a discrepancy.
Prices may depend on currency and market fluctuations, changes in taxes and VAT, and unsold inventory. When purchasing wine by the case, the discounted price reflects the reduction for purchasing a full case of one type of wine (not a mixed case). If other currencies are mentioned, this is subject to currency fluctuations and is for reference only.
5. Product and Service Quality Commitment
We are committed to providing customers with superior service quality and ensuring the safety and legality of our products. If the wine is faulty or spoiled, we will immediately replace it with another bottle; if we cannot replace it, we will offer a refund equivalent to the value of the bottle. We will require the return of the faulty wine. Many wines are sold to be consumed when young, so we provide simple guidance to help customers understand the optimal drinking time for all our wines. If the wine is kept too long or improperly stored, we may not be able to offer a refund. If you believe the wine is faulty, please contact us at 1900 0245 or email us at info@redapron.vn, and we will gladly collect the wine and conduct an inspection. See more details on our return policy [here].
II. PAYMENT POLICY
The purchasing and payment process on the redapron.vn system is as follows: Due to the specific business nature of selling alcohol (a regulated product), according to Article 6 of Decree No. 24/2020/ND-CP on the Law on Prevention and Control of Alcohol and Beer Harm, measures are implemented to prevent individuals under 18 years of age from accessing, searching for information, and purchasing alcohol in e-commerce activities.
Therefore, when purchasing products online at redapron.vn, only online payment methods through integrated payment gateways or e-wallets on the website are accepted.
Please note that when placing an order, after completing the customer information step and proceeding to payment, the payment information (card, wallet) must match the account of the person placing the order. If the information does not match, we must cancel the order and notify the customer to place a new order.
Bank Transfer Information:
- Company: Red Apron Co., Ltd.
- Account number: 0011004004339
- Bank: Transaction Office of Vietnam Foreign Trade Joint Stock Bank (VCB HQ)
WE WILL REFUSE PAYMENT IF THE INFORMATION DOES NOT MATCH THE ACCOUNTS LISTED ABOVE. WE ARE NOT RESPONSIBLE FOR TRANSACTIONS WHERE CUSTOMERS TRANSFER FUNDS TO ANY OTHER INDIVIDUAL OR ENTITY NOT LISTED ABOVE.
Direct payment methods with cash or card (Visa, credit card, etc.):
Please visit the nearest branch to make your payment; our staff will assist you.
* Note: Customers who wish to issue VAT invoices must transfer funds to the company's account. Please call the sales staff before transferring for further instructions if needed. Only transfer funds to the accounts listed above to ensure the safest transaction.
- In the case of payment by Visa or MasterCard at redapron.vn, you must present the card and be the cardholder to receive and sign the payment receipt. We are not responsible if you use someone else’s card for payment.
- Once the payment is confirmed and we receive a "YES" from the bank via the account holder’s phone, we will ship the goods to you as soon as possible. For any questions or complaints about exchanges, warranties, or technical support, please contact the hotline at 1900 0245 for the best assistance!