Product Return & Refund Policy

At 2B Foods, product quality and customer peace of mind are always our top priorities when serving consumers, retail agents, and distribution partners. Our products are manufactured under a strict food safety control system certified to ISO 22000:2018 standards to minimize any risks before entering the market. In the unlikely event of an issue regarding quality, packaging, or delivery, the 2B Foods Return & Exchange Policy is clearly and transparently structured to provide swift support and fully protect your purchasing rights.

Who Does the 2B Foods Return & Exchange Policy Apply To?

The 2B Foods return, exchange, and refund policy applies to the following customer groups:

• Retail Customers: Individuals, households, or consumers who order 2B Foods products through our website, hotline, or official sales channels.

• Retail Outlets: Clean food stores, mini-marts, local specialty shops, grocery stores, or any retail points sourcing 2B Foods products for business.

• Agents and Distributors: Wholesale partners importing high-volume orders for distribution in Ho Chi Minh City, Can Tho, and neighboring regions.

• Corporate Gift Buyers: Companies, organizations, or event planners ordering clean food gift combos for employees, clients, partners, or appreciation programs.

Eligible Conditions for Returns & Exchanges

Customers may request a return or exchange under the following circumstances:

• Manufacturer Defects: Applicable when the product exhibits defects in quality, packaging, sealing specifications, or when the product state does not match the official standards declared by 2B Foods.

• Transit Damage: Applicable when the product is severely dented, torn, broken, leaked, deformed, or otherwise compromised in usability due to the shipping process.

• Incorrect Order Delivery: Applicable when the customer receives the wrong product name, incorrect quantity, incorrect packaging specifications, wrong weight, or an incorrect combo compared to the confirmed order.

• Intact Seals, Labels, and Packaging: For packaged foods, the product must retain its original seals, labels, and packaging, must be unused, and must not have been subjected to any external impacts affecting the internal quality.

Tip for Faster Processing: We highly recommend that customers inspect their goods immediately upon receipt and take photos or record an unboxing video if the package shows any abnormal signs.

Ineligible Cases for Returns & Exchanges

2B Foods does not support returns or exchanges in the following cases:

• The product has been used or opened, and there is no manufacturer defect.

• The product is damaged due to customer storage not following the provided instructions.

• The product is affected by temperature, humidity, direct sunlight, or an improper storage environment.

• The return or exchange request is submitted past the specified deadline.

• The product belongs to a fast-moving consumer category or a special promotional campaign with its own explicitly stated terms.

• The customer cannot provide sufficient order information, photos, or necessary evidence for verification.

Timeframe for Requests and Processing

• Request Window: Customers should submit return or exchange requests within 3 to 7 days from the date of receipt.

• Processing Time: Once all necessary information is received, the expected processing time is 2 to 5 working days, depending on the product status, delivery area, and selected solution.

• For Retail Orders: Processing can be much quicker if complete order details, product photos, and clear reasons are provided upfront.

• For Wholesale, Agent, or Distributor Orders: 2B Foods may require additional time to inspect batch codes, cross-check quantities, verify shipping logs, and align on the most appropriate commercial solution with our partners.

The Step-by-Step Return & Exchange Process

To ensure a transparent and seamless experience, customers and partners are requested to follow this process:

1. Step 1: Inspect the product name, quantity, packaging, expiry date, and overall condition of the goods immediately upon delivery.

2. Step 2: Contact 2B Foods via our hotline, email, or official sales channels. Please provide your order details, product name, quantity to be returned/exchanged, and the reason for the request.

3. Step 3: Send clear photos or videos showing the actual condition of the product, packaging, labels, order ID, and any anomalies.

4. Step 4: 2B Foods receives, reviews, and verifies the product condition based on the information provided.

5. Step 5: Depending on the case, 2B Foods will offer a product replacement, a refund, or an alternative agreeable solution.

6. Step 6: Once a solution is agreed upon, 2B Foods will proceed with the resolution within the timeframe communicated to the customer or partner.

Who Covers the Return Shipping Costs?

Shipping fees for returns or exchanges are determined by the root cause of the request:

• Covered by 2B Foods: If the return/exchange is due to a manufacturer defect, wrong item delivered, incorrect quantity, incorrect specifications, or damage sustained during shipping.

• Covered by the Customer: If the request stems from personal preference, a change of mind, or an exchange request not caused by any product fault from 2B Foods.

• For Agents, Distributors, or Bulk Orders: Return shipping costs will be discussed and agreed upon on a case-by-case basis to ensure fair rights and clear responsibilities for both parties.

Important Storage Guidelines to Protect Your Return Rights

To maintain product quality and protect your eligibility for returns, please store all products strictly in accordance with the instructions printed on the packaging or provided by 2B Foods:

• Store products in a cool, dry place.

• Keep away from direct sunlight or areas with high temperatures.

• Seal tightly or follow specific preservation instructions after opening the packaging.

• Do not consume or use the product if you discover that the packaging is torn, bloated, deformed, or exhibits abnormal signs.

• Keep your receipt, order details, packaging photos, and labels handy in case you need return assistance.

• For Agents and Distributors: Please ensure warehouse conditions meet proper storage standards to maintain product quality throughout the shelf life. Proper storage prevents unwanted spoilage and ensures a premium experience for the end consumer.

Support Policy for Agents and Distributors

2B Foods understands that for distribution partners, a return policy is not just about resolving a single item—it directly impacts store reputation, customer experience, and inventory turnover.

Therefore, for retail agents and distributors, 2B Foods supports feedback processing by individual orders, batches, or specific product lines. When an issue arises, partners simply need to provide the purchase invoice details, photos of the products, the affected quantity, and their actual condition for a swift assessment.

Depending on our cooperative agreement, 2B Foods can support with product replacements, order offsets, refunds, or other pre-arranged commercial solutions. Our goal is to help our partners feel completely secure when doing business with 2B Foods while maintaining the stability of our distribution network.

Our Commitment to Transparency

2B Foods builds its return, exchange, and refund policies on a foundation of transparency, cooperation, and safeguarding the legitimate rights of our customers. Every request is handled professionally based on factual details, product conditions, and clear applicable terms.

This policy is designed to give retail shoppers complete peace of mind when ordering, while establishing a highly reliable partnership foundation for retail stores, agents, and distributors choosing 2B Foods as their supplier for processed foods, natural seasonings, and gift combos.

Return & Exchange Support Contacts

Customers, retail agents, and distributors requiring assistance with the 2B Foods Return & Exchange Policy, please contact us directly for immediate support:

• Hotline: 0917 997 264

• Support Email: info.2bfoods@gmail.com

• Headquarters: 47 Road No. 12, Van Phuc City, Thu Duc, Ho Chi Minh City, Vietnam

• Factory: 3151A Highway 80, Thanh An Commune, Can Tho City, Vietnam