1. Pricing Policy

1.1 Scope

This policy governs the listing and application of prices for goods and services provided through the Redwell website, to ensure transparency and compliance with applicable law.

1.2 Price listing

1. Prices listed on the website are determined and published directly by Redwell.
2. Prices are displayed in Vietnamese Dong (VND).
3. The price of each product or service is displayed clearly before the customer places an order.
4. The website discloses all amounts payable by the customer, including:
   • The product or service price, inclusive of VAT;
   • Service fees, if any;
   • Delivery fees or other additional charges, if any.
5. Before the customer completes the transaction, the total amount payable will be displayed, including all applicable charges.

1.3 Applicable price

1. The applicable price is the price displayed on the website when the customer completes the order and the order is confirmed by the system.
2. Once a transaction has been successfully confirmed, Redwell will not change the agreed price unless:
   • The customer agrees to the change;
   • A competent state authority requires the change;
   • A force majeure event or technical error directly affects the displayed price and adjustment is permitted by law.

1.4 Price adjustments

1. Redwell may adjust prices to reflect business policy, promotional programmes or market changes.
2. Any price change will be publicly updated on the website at least 20 days before it takes effect.
3. Price adjustments do not affect orders that have already been successfully placed and confirmed, unless otherwise agreed by the parties or required by law.

1.5 Fees

1. Redwell directly provides the goods and services offered on the website and does not charge sellers or third parties a fee to list goods or services.
2. All amounts payable by the customer are disclosed before the transaction is confirmed.
3. If any charge arises in addition to the listed price, Redwell will clearly disclose:
   • The name of the charge;
   • The amount or calculation method;
   • The conditions under which it applies;
   • When the charge is incurred.

2. Conditions and Limitations on the Supply of Goods

2.1 Scope

This policy sets out the conditions and limitations, if any, that apply to goods supplied through the Redwell website.

2.2 Time limitations

The website accepts online orders 24 hours a day, seven days a week. Order confirmation, processing and delivery take place during the working hours of Redwell and the relevant delivery provider.

Processing and delivery may take longer during public holidays, Tet or force majeure events. Where delivery is delayed beyond the estimated period, Redwell Therapy Company Limited will notify the customer through one or more contact methods provided when the order was placed.

If the customer no longer wishes to continue the transaction because of the delay, the customer may cancel the order in accordance with the website's policies.

2.3 Geographic limitations

Redwell supports nationwide delivery.

Delivery may take longer or may not be available in areas outside a delivery provider's service range, or in areas with particular transport or geographic conditions, including remote areas and islands. If delivery cannot be completed, Redwell will notify the customer after receiving the order and agree on an alternative arrangement or cancel the order where necessary.

2.4 Customer limitations

Goods are available to individuals and organisations purchasing lawfully under applicable law. The website does not currently impose any separate customer eligibility restriction.

2.5 Quantity limitations

Depending on the product or promotion, Redwell may set a minimum or maximum purchase quantity per order or per customer. Any such limit will be disclosed on the product page or during the ordering process.

2.6 Availability

The supply of goods through the Redwell website may be interrupted or suspended where:

• The website is undergoing maintenance, upgrades or technical disruption;
• The order-processing system or connection to a delivery provider experiences a fault;
• A force majeure event occurs, including natural disaster, fire, epidemic, war or a requirement imposed by a competent state authority.

In such circumstances, Redwell will notify the customer as soon as reasonably possible and coordinate a solution to protect the customer's interests.

3. Payment Policy

This policy applies to order requests submitted through the Redwell website. Submitting an order through the website does not mean the order has been accepted. An order is confirmed only after Redwell has reviewed the details, confirmed the payment method and contacted the customer where necessary.

3.1 Prices

All prices displayed on the Redwell website are quoted in Vietnamese Dong (VND). The total amount payable, including any delivery charge or other applicable fee, will be displayed before the customer completes the order or confirmed by Redwell before the order is accepted.

3.2 Payment methods

3.2.1 Bank transfer

For orders paid by bank transfer, the customer must pay 100% of the order value and any applicable delivery fee before Redwell dispatches the order.

The customer must enter the correct order number as the transfer reference. The order will be processed only after Redwell confirms receipt of the full payment.

3.2.2 Cash on Delivery (COD)

COD may be available depending on the product, order value, delivery address and the delivery provider's supported service area.

Where COD is confirmed by Redwell, the customer pays the full order value and any applicable delivery fee to the delivery representative upon receipt.

Redwell may reject or cancel an order request where the information cannot be verified, suitable payment or delivery arrangements cannot be made, the product is unavailable, or there are reasonable indications of fraud, misuse or payment risk.

3.3 Refund eligibility

A customer may receive a refund where:

• The product qualifies for return, but Redwell no longer has a replacement product available;
• The parties otherwise agree to a refund, or a refund is required by law.

3.4 Refund method

Where a customer qualifies for a refund, Redwell will return the amount paid by bank transfer to the bank account supplied by the customer.

• The refunded amount includes the value of the goods paid for by the customer and excludes other incidental costs, unless otherwise required by law or the issue was caused by Redwell.
• The refund period is 7 to 15 working days from the date the refund request is approved.
• If a refund is delayed because of a banking issue or another objective cause, Redwell will notify the customer and coordinate a resolution as soon as possible.

4. Delivery Policy

4.1 Delivery coverage

Redwell delivers nationwide. The delivery address must be accurate and within the service range of the selected delivery provider.

4.2 Delivery method and provider

Orders are delivered through third-party delivery providers. These may include Viettel Post, VNPost, Giao Hang Nhanh (GHN), Giao Hang Tiet Kiem (GHTK), or another lawful delivery provider selected by Redwell according to location and availability.

4.3 Estimated delivery time

The following delivery times are estimates only:

• Ho Chi Minh City: 24 to 72 hours, approximately 1 to 3 days;
• Other provinces and cities: 72 to 168 hours, approximately 3 to 7 days after Redwell confirms the order.

Redwell does not guarantee an absolute delivery time. Delays caused by objective circumstances, including natural disasters, epidemics, traffic disruption or technical issues affecting the delivery provider, are treated as force majeure events and do not give rise to compensation.

If delivery is delayed beyond the estimated period, Redwell will notify the customer using one or more contact methods provided with the order. The customer may cancel the order if the customer no longer wishes to proceed because of the delay.

4.4 Delivery fees

Delivery fees are calculated separately for each order and displayed before the customer confirms the order, where applicable. Redwell may adjust the delivery fee where the delivery provider changes its charges or actual additional costs arise.

4.5 Delivery tracking and logistics information

• The delivery provider is responsible for receiving, transporting and delivering the order using the information supplied by Redwell.
• The delivery provider is responsible for updating the order status, including accepted, in transit, delivered or unsuccessful delivery, so that Redwell or the customer can track the order where required.
• If an issue occurs during delivery, the delivery provider will coordinate with Redwell to notify the customer and resolve the issue.

4.6 Inspection on delivery

To protect the customer's interests, Redwell supports inspection of the goods with the delivery representative when the order is received. The customer may open the package and inspect the external condition of the product before accepting it.

The customer should check:

• Whether the product, quantity and model match the order and product description;
• Whether the product has been broken, dented or otherwise damaged during delivery;
• Product seals, anti-counterfeit labels and the product against the relevant invoice, where applicable.

The product may not be used or tested during the inspection.

• If another person receives the order on the customer's behalf, that person should inspect the goods carefully before accepting them.
• If the delivery representative requests a signed inspection record, the customer should complete the inspection before signing.
• If the product is incorrect or shows signs of damage, the customer may refuse delivery.

4.7 Customer support

For questions about delivery or an order, contact glow@redwelltherapy.com or call 0707233987.

5. Returns and Refunds Policy

5.1 Scope

This policy applies to products purchased through the Redwell website.

5.2 Products eligible for return

• The goods are damaged, have a broken casing, are the wrong type, or are supplied in the wrong quantity because of an error by Redwell. The customer must notify Redwell within 48 hours of receiving the goods and provide sufficient supporting evidence.
• The goods have a technical or manufacturing defect confirmed in writing by the manufacturer.

5.3 Products not eligible for return

• The packaging has been opened, the product has been used, or the product is no longer intact;
• The customer changes their mind after receiving the product;
• The product was promotional, clearance, heavily discounted or specially ordered for the customer.

5.4 Refund policy

A customer may receive a refund where:

• The product qualifies for return but Redwell no longer has a replacement available;
• The parties otherwise agree to a refund, or a refund is required by law.

The refund includes the value of the product paid by the customer and excludes other incidental costs, unless otherwise required by law or the issue was caused by Redwell.

5.5 Return costs

• If the issue was caused by Redwell, Redwell will bear all delivery costs arising from the return, replacement or refund.
• If the return was not caused by Redwell but is accepted by Redwell, the customer will bear the delivery and related costs.

5.6 Return and refund process

1. The customer submits a return request through the support channels published on the website, including the order details and product photographs where available.
2. Redwell reviews the request and responds within 3 to 5 working days after receiving all required information.
3. Once the request is approved, the customer sends the product to the address provided by Redwell.
4. Redwell provides a replacement or refund in accordance with the agreed solution.

5.7 Return and refund method

• After a return request is approved, the customer sends the goods to the address provided by Redwell.
• If the product qualifies for replacement, Redwell will send a replacement product.
• If the product qualifies for a refund, Redwell will refund the customer by bank transfer to the bank account supplied by the customer.

5.8 Refund timing

Any approved refund will be processed within 7 to 15 working days after the refund request is approved. The refund will be transferred to the bank account supplied by the customer.