PACKAGING & INSPECTION POLICY

I. SCOPE OF APPLICATION

This policy applies to all customers who shop for products on the Hobiverse website, owned and operated by Viet Tinh Anh Joint Stock Company.

II. PACKAGING & HANDOVER OF GOODS REGULATIONS

1. Packaging Regulations

Hobiverse packages goods according to the characteristics of each product to minimize risks during transportation, including:

  • Products are packaged intact according to the manufacturer's standards (for products with individual packaging).

  • Packages are completely wrapped in bubble wrap or equivalent protective material (if necessary), carton boxes, and sealed with no signs of tearing, denting, or external tampering before being handed over to the shipping partner.

2. Handover of Goods to Shipping Partner Regulations

The handover of goods is carried out according to the delivery process between Hobiverse and the shipping partner. After receiving the goods, the shipping partner is responsible for transporting and delivering the goods to the customer according to the confirmed order information.

III. GOODS INSPECTION & POST-DELIVERY COMPLAINT HANDLING REGULATIONS

1. Inspecting Goods Upon Receipt

Upon receipt of goods, customers are allowed to inspect the external appearance of the package, including:

  • Information displayed on the outside of the package (product name/code, quantity as per ordered)

  • Condition of packaging: intact, not torn, dented, wet, or broken

  • Signs of unusual external tampering

In cases where the information displayed on the outside of the package indicates that the delivered product does not match the order (wrong product code, wrong quantity) or the package is severely damaged (torn, dented, wet, broken, etc.), customers have the right to refuse to accept the goods and notify Hobiverse for support according to the current delivery policy and exchange/return policy.

2. Inspecting Goods After Receipt

Hobiverse does not apply co-inspection at the time of delivery. To ensure customer rights in case of complaints, customers need to record a video of the unboxing process, including:

  • Clearly record the external condition of the package before opening

  • Record the entire unboxing process (continuously, without editing)

  • Clearly record the product inside, product name, quantity, and actual condition.

3. Post-Delivery Complaint Handling

3.1 Basis for Complaint

The unboxing video is an important basis for Hobiverse to cross-check and handle complaints related to:

  • Incorrect or missing products delivered;

  • Products damaged during transportation;

  • Products with manufacturing defects.

3.2. Complaint Notification Period

Customers are kindly requested to contact Hobiverse within 72 hours from the actual time of receiving the goods for support. The time of receipt is determined based on the successful delivery confirmation from the shipping unit and/or evidence confirming the actual receipt of goods.

After this period, Hobiverse regrets that it cannot support handling complaints related to incorrect, missing, or damaged goods incurred during transportation. 

3.3. Cases Not Eligible for Complaint Handling Support

Hobiverse reserves the right to refuse to resolve complaints in the following cases:

  • Customers do not provide a video recording of the unboxing process.

  • The unboxing video is interrupted, edited, or does not fully and continuously show the unboxing process from when the package was intact.

  • Complaints related to the order (including but not limited to incorrect goods, missing goods, damage, etc.) where the customer cannot provide valid information/images for Hobiverse to cross-check and verify.

  • Products that have been used, assembled, show signs of tampering with the product structure, or are damaged due to customer fault.

IV. CONTACT INFORMATION

📍 Viet Tinh Anh Joint Stock Company

🏢 33–35 Ngo Thi Bi Street, Him Lam New Urban Area, Tan Hung Ward, Ho Chi Minh City

📞 Hotline: 1900 1208

📧 Email: lienhe@hobiverse.com.vn

🌐 Website: https://hobiverse.com.vn

V. EFFECTIVE DATE

This policy is effective from the date it is publicly posted on the Hobiverse website and may be adjusted as needed.