1. Definition

Goods inspection is the process of checking and comparing the products/goods received in the shipment sent by Truong Xuan with the products requested in the customer’s order.

2. Regulations

2.1. Timing of Goods Inspection

  • If a Truong Xuan staff member delivers the goods directly to the customer: The customer inspects the goods together with the delivery staff at the time of receipt.

  • If delivery is made via courier service or transport company:

    • The customer must check the package seal (the sealing paper with the company’s round stamp or tape with Truong Xuan branding). If the seal is torn or shows signs of being previously opened, the customer should immediately make a report with the intermediary transport unit.

    • After receiving the goods, if the customer detects any discrepancy between the received products/goods and the order, they can contact the sales staff or customer service for support according to the return/exchange policy. Please note that customers should record a video while opening the package for reference if needed.

2.2. Scope of Goods Inspection

  • Customers may inspect the received products and compare them against the ordered items after the Truong Xuan staff confirms the order based on criteria such as product code, size, color, technical specifications, etc.

  • Absolutely do not open sealed product boxes; do not break seals or warranty labels.

  • Do not scratch off the codes on products that earn points or can be redeemed for gifts.

2.3. Procedures for Handling Goods That Do Not Match the Order

  • If upon inspection, the received product is different from what was ordered, please contact the sales staff or call the hotline 034 5310 368 or email hotline@truongxuaninterfoods.com to reach customer service to verify the order.

  • If Truong Xuan ships the wrong items contrary to your order, you may refuse to accept or pay for the goods. If the order has already been paid, you may request a replacement shipment or a refund as soon as possible in accordance with the return and refund policy.

  • If Truong Xuan ships the correct items per the order but the customer changes their mind, the customer may request an exchange or return under the return policy. In this case, the customer will bear the shipping costs (if any).

  • Truong Xuan will only accept complaints related to goods if the customer has video footage recorded at the time of unpacking and inspecting the goods.