I. DELIVERY, RECEIPT, AND INSPECTION POLICY

1. Scope of Application:

The scope applies to all provinces and cities across the country.

2. Delivery Time

- Orders will be delivered according to the schedule notified in advance once the order has been processed.
- For customers in remote provinces, after the order is received, the estimated delivery time is 5-7 days. However, depending on the condition of the goods, weather conditions, etc., the delivery date may change.
- The delivery time is calculated from the moment the order procedure is completed with the consulting staff until the customer receives the goods.

- The merchant or logistics service provider must comply with:
+ The delivery schedule required by the Company to ensure timely delivery to customers.
+ Facilitating customer inspection of the goods upon request.
+ Confirming that the customer has received the goods.
+ In case the customer cannot be contacted, immediate notification must be made to the Company.

During the delivery process, the carrier will provide invoices and documents to the customer in case the goods are delivered through a carrier. Alternatively, the company will send invoices and documents directly to the customer when purchasing goods directly at the store.

3. Delivery Method:

- For customers in remote provinces: Door-to-door delivery by road.

- For customers in the city or outskirts: Door-to-door delivery or pick-up directly at the store.

4. Inspection Policy:

- Upon receiving the goods, customers have the right to request the delivery staff to open the package for inspection.
- In case the delivered products do not match the ordered items, customers have the right to return the goods and not pay for them.
- If the customer has made a prepayment but the order is incorrect, they have the right to refuse the goods, request a refund, or ask for the correct order to be delivered.
- In the case of a refund or exchange request, customers should contact us via email at ride@nuenmoto.com or call 076 620 4468. We are committed to resolving all customer requests.

II. WARRANTY AND RETURN POLICY

1. Warranty Policy

Warranty Period: 

• For motorcycles: 
  + Warranty for the motorcycle: 2 years
  + Warranty for the battery: 5 years
• For accessories: Warranty for 3 months due to manufacturer defects

2. Warranty Conditions

• The product must still have the original warranty seal, product label, and receipt proving that the customer has purchased the product from NUEN MOTO.
• Any damage occurring during transportation, caused by the customer, or other similar cases are not covered by the warranty.
• We are still responsible for providing care and repair, but the customer must pay for the actual service costs.

3. Warranty Request Instructions

Customers can call the company's customer service department to request a warranty:
For more details, please contact us at: Hotline: +84 766 204 468.

4.  Return & Exchange Policy

- Scope of Application

Applies to exchanges or returns within 12 hours for products damaged during shipping or due to defects caused by us.

Return & Exchange Conditions

• The return or exchange must be made within 03 days from the request date.
• The product must be kept in its original packaging and with all tags intact when returned or exchanged.
• The maximum number of exchanges for one product is 1 time.
• Products that cannot be returned or exchanged: those past the return/exchange period or those not caused by shipping damage or our fault.

We are also happy to listen to any suggestions or requests from our customers.
You can contact us at: +84 766 204 468 (business hours) to share your feedback on our products and services.

III. PAYMENT POLICY

1. Payment by Cash: At the store.
Address: No. 11, Street 10, An Lợi Đông Ward, Thu Duc City, Ho Chi Minh City.

2. Payment by Bank Transfer:
Bank: Techcombank - Vietnam Technological and Commercial Joint Stock Bank
Account holder: NUEN MOTO Co., Ltd.
Account number: 2023020688
Transfer content example:
Customers who place orders via bank transfer should include the following information in the transfer content:
Full Name - Phone Number - Motorcycle Version (Founder/Signature) - Color.
Example: Nguyen A - 0909xxxxxx - N1-S Founder - Black
After receiving the transfer, we will confirm with the customer by phone within 12 hours at the latest.

3. Online Payment
Customers can make online payments on the website via the Onepay payment gateway, which accepts payments via international cards (Visa, MasterCard, Amex, JCB) and domestic cards from Vietnamese banks.