Refund and Returns Policy

Return & Refund Policy

Purpose: Handling risks regarding quality or defects

1. Return/Refund Conditions

ILSI supports claim resolution in the following cases:

Quantity/Model Discrepancy: Goods received do not match the Packing List or the system order.
Product Defects (Manufacturer’s Fault): Goods are damaged, moldy, expired, or do not meet committed quality standards (e.g., ISO, HACCP).
Shipping Defects (ILSI’s Fault): Goods are broken or deformed due to ILSI’s loading, unloading, or storage processes.

2. Claim Handling Process

B2B Customers must strictly follow this process:

Step 1 – Inspection: Check the condition of the cargo (Container/Pallet) immediately upon receipt. If there are external signs of damage (broken seals, torn boxes), a report must be made with the driver/delivery unit immediately.
Step 2 – Notification: Submit a claim request via the claim form or email support@ilsi.com.vn within 03 working days from receipt of goods.
Step 3 – Evidence: Provide clear photos/videos and relevant documents.

3. Compensation Methods

For Shipping Faults: ILSI will refund the shipping freight or compensate for the value of goods according to the insurance limit.
For Product Faults: ILSI will represent the buyer to work with the Supplier to:
- Send a Replacement batch.
- Or Refund the value of the defective batch.