General Terms and Conditions of Sale

1. GENERAL TERMS

1.1. The Website is operated by Electrolux Vietnam Co., Ltd., with business registration No. 0100831110 ("AEG").

1.2. These General Terms and Conditions of Sale ("Conditions") apply as of December 24, 2020 and may apply to any offer to enter, purchase order, order confirmation, shipping, invoice or agreement for the purchase of products and services marked with a "buy button" ("Product" or "Products") listed at the AEG online store available at www.aeg-vn.com (the "Website"). Products listed on the Website are sold by AEG to its customers ("Customers").

1.3. The terms and conditions relating to the use of the Website and information on AEG's use and management of the Customer's personal data are available here https://www.aeg-vn.com/en-vn/support/terms-and-conditions/ (Use of the Website) and here https://www.aeg-vn.com/en-vn/support/data-protection-policy/ (Data Protection Policy) and https://www.aeg-vn.com/en-vn/support/cookie-guideline/ (Cookie Instructions).

1.4. When placing an Order (as defined below), the Client confirms that he or she has the legal capacity to enter into a binding contract. The Client is the client as defined by Law No. 59/2010/QH12 on the protection of consumer rights, which may be changed from time to time ("Consumer"). If the Client is an individual, the Client confirms that he or she is at least eighteen (18) years of age when placing the Order. If the Client is not a Consumer, Section 8 will not apply and the Client will not benefit from the rights set out in Section 9 or any extended warranty referred to in Section 10.

1.5. The Client's placement of an Order and acceptance of these Conditions by ticking the confirmation box as part of the payment procedure (e.g. checking "place an order") shall be deemed to be a binding acceptance of the Client's Conditions, excluding any provisions that are implied in trade, custom or practice. Changes to the Conditions are binding on AEG only, if expressly approved in writing by an authorized representative of AEG. In the event of a conflict between the Conditions and any conditions expressly agreed to in writing between AEG and the Client, the terms of any conditions expressly agreed to in writing between AEG and the Client shall prevail.

1.6. AEG reserves the right to change the Terms at any time without prior notice. However, this change does not affect any existing Order and the Conditions apply to that transaction on the date the Customer places the Order.

1.7. Applicable law may require that certain communications with the Client be in writing. By accepting these Conditions, the Client agrees that any communication that must be made in writing may be provided via, SMS, email to the Client's mobile phone number provided by the Client or by posting a notice on the Website and that such communications shall be deemed to comply with any legal conditions for the information given to the Client by AEG in writing. This condition does not affect the Client's statutory rights.

2. PRODUCTS

2.1. The Products and the basic characteristics of the Products are described on the Website. AEG may change the composition, characteristics or types of Products on the Website and the manner in which they are presented and contributed. These changes will not apply to Orders placed by the Customer unless such changes are required by law.

2.2. Images of the Product on the Network are for illustrative purposes only. Although all efforts have been made to accurately represent the colors, it cannot be guaranteed that the device's color display accurately reflects the colors of the Product. As a result, the Product may differ slightly from the images.

2.3. All Products are subject to the availability of goods. AEG can only guarantee the availability of goods if there are goods in stock. If the Products are placed in a shopping cart and are out of stock before the Order is completed, the Customer will be notified and required to remove the Goods from the cart.

3. ORDER AND ORDER ACCEPTANCE

3.1. The Customer places an order by completing the online payment process at the Website (the "Order"). Before the Order is accepted, the Customer must check his/her order summary, contact information and shipping address. The Order shall constitute a binding offer to purchase the Customer with respect to the purchase of the Products detailed therein ("Ordered Products"). After placing an Order, the Customer will receive an email from AEG confirming receipt of the Order ("Order Acceptance Confirmation"). This automatic Order Acceptance Confirmation is only a confirmation of receipt of the Order and does not constitute acceptance of the Order or a binding sales contract between the Customer and AEG. A binding sales contract (the "Agreement") between the Customer and AEG is formed when the Customer receives an email sent by AEG confirming that the Ordered Product has been accepted and dispatched ("Order Acceptance and Delivery Confirmation").

3.2. If, during the processing of the Order, AEG discovers that all or part of the Ordered Product is unavailable or for any reason cannot be delivered to the Customer, AEG shall, immediately and not later than four (4) days after the date on which the Order is placed, notify the Customer of the information under which the Order will be cancelled. AEG will refund any amounts paid by the Customer to AEG in connection with the Order or, in the event of partial acceptance of the Order, the Ordered Product is not accepted.

3.3. AEG shall remain the owner of the Ordered Products and shall not be obligated to deliver any Ordered Products or perform any other obligations under the Agreement until AEG receives confirmation of final payment of all amounts owed by the Client to AEG under the respective Agreement.

3.4. The Customer is responsible for the accuracy of the email address, delivery address, mobile phone number and all other information provided to AEG. If the Customer discovers that any information provided to AEG as part of placing an order is incorrect, the Customer must immediately notify AEG Customer Service and provide the correct information. In the event that it is not possible to correct the information due to the risk of fraud or for any reason, AEG reserves the right to cancel the Order and will refund any monies paid by the Customer to AEG in connection with the Order.

3.5. The Customer is not allowed to unilaterally cancel any Order without any reasonable reason. If the Customer believes that it has a reasonable reason to cancel the Order, the Customer must contact customer service and AEG will do so on a case-by-case basis. If the Order has not been processed in AEG Warehouse (usually within a few hours after the Order is placed), the Customer may make minor changes (change of address, change of contact details, change of item in the order). Notwithstanding this, AEG does not guarantee that this change can be made.

3.6. AEG shall have the right to change or cancel the Order in the following cases:

3.7. If the Customer orders a Product and the Product is no longer in stock, AEG will contact the Customer and give the Customer the option to either cancel/refund the Customer's Order or hold the Customer's Order until the Products are back in stock.

4. DELIVERY

4.1. The Ordered Product is delivered to the delivery address according to the selected delivery option and according to the estimated delivery interval as set out in the Order Receipt Confirmation. AEG delivers Monday to Sunday from 9 a.m. to 8 p.m. excluding holidays. Once confirmed, the Order will be delivered within one (1) to three (3) days to the delivery address in Hanoi and Ho Chi Minh City. For other regions, delivery will be completed within three (3) to five (5) days (excluding Sundays and holidays) from the date of Order Receipt Confirmation. During promotional periods or during peak order seasons, there may be delays in delivery due to the volume of orders being processed.

4.2. The delivery date specified on the Website and in the Order Receipt Confirmation is the estimated and non-binding delivery date. In the event of a change in the expected delivery date specified in the Order Receipt Confirmation due to production delay or other unforeseen event, AEG will provide Customer with a new delivery date or, if delivery is made through an appointment as indicated in Section 4.4, will contact Customer to create a new appointment. If AEG is unable to deliver the Ordered Product within thirty (30) days after Customer places the Order and unless AEG and Customer have expressly agreed on a later delivery date, Customer reserves the right to revoke the Order for the Ordered Product that has not been delivered and AEG will refund any amounts paid by Customer to AEG in connection with the Ordered Product.

4.3. There are a number of delivery methods that may be available to the Customer, depending on the type and size of the Ordered Products and the address to which the Customer's Ordered Products are intended. If the Customer orders more than one Product, the Products will be delivered at the same time or if they are not available in stock at the time of delivery, AEG will contact the Customer to agree on the separation of the order or delay of delivery.

4.4. If an appointment must be set up for the carriage, AEG or a designated third party will contact the Customer after the Order has been placed to set up an appointment for the carriage to be made on a specific date and interval and to reconfirm the address provided at the time the order is placed.

4.5. If the Customer purchases the Product, the Customer may postpone delivery for up to 14 days from the point of ordering. The Customer may contact AEG customer service to arrange this. This feature does not apply to orders placed with the payment on delivery (COD) option.

4.6. The Ordered Product is delivered to and shall be the responsibility of the Customer from the moment the Ordered Product is actually delivered to the Customer, or to a third party designated by the Customer to receive the goods. AEG will attempt to contact the Customer three (3) times to arrange delivery, if AEG is unable to deliver the Ordered Product after three (3) times due to reasons other than AEG's fault, the Ordered Product will be sent back to the warehouse, the Order will be cancelled, and the Customer will receive a valid refund minus shipping charges.

4.7. If the Customer does not take possession of the Ordered Product at the time of delivery, and it is not due to any fault of AEG, AEG will not reimburse any costs incurred by AEG in connection with the delivery or any services ordered to be performed at the time of delivery to the Customer. If the Customer wishes to book a new delivery for the Ordered Product, the Customer should contact AEG's Customer Service Department. The cost of any new deliveries and additional services ordered by the Customer, such as installation costs, will be paid by the Customer.

4.8. If the Client does not order a new delivery for the Ordered Product or such delivery is not placed within fourteen (14) days of the first failed delivery, AEG may terminate the Contract by giving simple notice and without any additional costs or compensation due by AEG, other than the refund of the value paid by the Customer to AEG in respect of the Ordered Product, which as the case may be, lessen any costs incurred by AEG as a result of the return of the Ordered Product and/or any loss of value of the Ordered Product resulting from the failure of the first delivery.

4.9. If the Ordered Product is to be delivered in the form of home delivery, the Customer is obliged to ensure that the Client has floors, walls and doorways protected with additional precautions for walls and ceilings in confined spaces, and that there is free passage that does not interfere with the delivery of the Ordered Product and the provision of any additional services that have been ordered. AEG or any designated third party shall not be liable for any damage arising out of the Customer's failure to ensure adequate protection at any surface or if such damage arises not as a result of negligence or the fault of AEG or the third party providing the service.

4.10. The Customer is solely responsible for ensuring that the Products can be physically delivered to the final location: staircase size, elevator size, top floor entrance. The following content shall apply to any delivery:

4.11. After the Order is successfully delivered, the Customer will receive an email with a copy of the invoice. In order to access the invoice earlier, the Customer can access the "My Account" and view the invoice according to the order details.

5. INSTALLATION SERVICES AND ADDITIONAL SERVICES

5.1. The delivery of the Ordered Product will only include installation if this is expressly specified on the Website in relation to the Ordered Product or if the Client has ordered the installation of the Ordered Product by adding such service to the Order.

5.2. Subject to Section 5.1, the following conditions apply to any installation service performed by AEG or a designated third party:

5.3. Any cancellation or rescheduling of the Customer's Appointment must be made at least forty-eight (48) hours prior to the scheduled installation time. If the cancellation/reset is made after this time, AEG will not refund any costs incurred by AEG in connection with the installation to the Customer and the Customer will be required to pay an additional fee for the new installation of the Ordered Product. This also applies in the event that the first installation has been included in the price of the Ordered Product or where it is made available to the Customer at no additional cost.

5.4. For certain Products, the Customer may purchase additional services on the Website, such as long-term warranty services or special delivery conditions. Such additional services may be subject to specific general terms and conditions in which such circumstances will be displayed and made available to the Customer before the Customer places an Order.

6. PRICE AND COST OF DELIVERY

6.1. All prices for additional Products or services are quoted on the Website and are inclusive of applicable taxes. Unless otherwise specified on the Website or during the checkout process, prices do not include delivery costs quoted separately on the Website. Prices are subject to change at any time, but such changes will not affect Orders that have been accepted by AEG by sending the Order Acceptance and Delivery Confirmation to the Customer.

6.2. In the event that any price information on the Website is incorrect and this is already known, or due to the obvious nature of the incorrect information, which the Client should have known, AEG reserves the right, as agreed between AEG and the Client, to update the Order at the correct price or cancel the Order through simple notice and AEG shall not have to pay any additional fee nor compensation, except for the refund of the amount paid by the Customer to AEG for the Ordered Product.

6.3. Prices for delivery services or installation services are determined on the basis of the assumption that these services can be performed under standard conditions. If access to the delivery site is difficult for reasons, e.g. but not limited to, due to the presence of gates, narrow aisles, traffic restrictions for heavy vehicles, reduced lift size, the absence of lifts or cranes in the event of delivery to the upper floors, or arising from the need to adjust the fixtures for the installation of the Ordered Product, the price of delivery or installation may be carried out at a pre-agreed surcharge between the Customer and AEG or the designated third party responsible for the performance of the service. If an agreement cannot be reached, the Ordered Product will remain in the possession of AEG, the designated shipping or installation unit. In such event, AEG reserves the right to terminate the Agreement by simple notice and AEG shall not have to pay any additional fees or compensation, other than to refund the amount paid by the Customer to AEG for the Ordered Product, which as the case may be less than any costs incurred by AEG and/or loss of value of the Ordered Product as of the first delivery. AEG will also not reimburse any costs associated with the delivery or installation of the Ordered Product or any additional services ordered by the Customer that were scheduled to be performed at the time of delivery and/or installation of the Ordered Product, as applicable.

6.4. In some cases, there may be errors in the prices displayed on the Website. If the Customer has completed an order for a product that is priced incorrectly, and AEG has submitted an Order Acceptance and Shipping Confirmation and if: a. the price of the error on the Website is lower than the actual price, AEG will not charge the Client the difference. In the event that the price of the error is sufficiently large that the value of the damage exceeds AEG's tolerance and the Customer can clearly see this in practice, AEG shall notify the Customer of the matter and reserves the right to cancel or change the Order. In this case, AEG, in its best efforts, will consider meeting the Customer's legitimate request; or b. the price of the error on the Website is higher than the actual price, AEG will correct the Order, notify the Customer and refund the difference to the Customer for the price difference (this may require the Customer to cancel the Order and place a new order).

7. PAYMENT

7.1. Payment is limited to the options offered on the Website and includes cash on delivery ("COD"), primary payment cards, installments and vouchers. AEG currently accepts multiple credit and debit cards. Payments are processed through a secure payment gateway. AEG may change AEG's card and bank offerings.

7.2. The commitment to pay by payment card is binding. By providing the information on his/her payment card, the Customer authorizes AEG to charge his/her payment card in an amount corresponding to the total value of the Order with all taxes and fees included.

7.3. In order to do this, the Client confirms that the Client is the owner of the charged payment card and that the name on the payment card is indeed the Client's. The Client shall provide AEG with the information relating to the payment card necessary for the transaction to be successfully executed.

7.4. When payment is made by payment card, funds will be held when the Order is placed on the condition that the transaction has been approved, and the Order Receipt Confirmation will be sent to the Client's email address. The payment card will be debited when the Ordered Product is ready for delivery to the Client.

7.5. AEG will take all measures to ensure the confidentiality and safety of data transmitted on the Website.

7.6. If the Customer chooses the delivery method paid in cash, the Delivery Partner will collect the exact amount according to the Customer's invoice in cash. Collecting COD by payment card is currently not available.

7.7. AEG offers an installment payment method, when making payments. If the Client chooses this method, the Client can select the term and view the monthly payments and the total amount due. In some cases, AEG may offer to pay interest on behalf of the Client. Installments are made through the Client's commercial banks.

7.8. The Client may use the voucher code issued by AEG to pay in part or in full.

8. COMPLIANCE, LEGAL RIGHTS, COMPLAINTS AND REFUNDS

8.1. The Client shall inspect and carefully examine the Ordered Products upon receipt and confirm whether the quality and quantity are in accordance with the agreement. Any claims about discrepancies in quantity or of visible defects must be communicated to AEG within a reasonable period of time from the time the non-compliance with such Products is discovered. Any such claim must be in writing and contain sufficient details of the Ordered Products and the failures claimed by the Client. This does not affect the legitimate rights of the Customer.

8.2. All Products listed on the Website are covered by the Warranty ("Warranty") under the Law No. 59/2010/QH12 on the protection of consumer rights and its amendments from time to time. The Warranty period under this regulation is applicable to [two (2) years] from the Confirmation of Order Receipt of the Ordered Product. The Customer may choose to repair or replace the Ordered Products that are not as ordered, cancel the purchase or receive a deduction of the selling price according to Article 445.1 of the Civil Code 2015 and its amendments from time to time. If a Product is damaged or fails to function properly, AEG will repair it within the Warranty period in accordance with the conditions set forth on page https://www.aeg-vn.com/en-vn/support/general-warranty-terms-and-conditions/ (Warranty Terms and Conditions).

8.3. The Warranty shall not apply to the Ordered Product damaged by normal damages, accessories and consumables, except in cases where the damage is caused by non-compliance.

8.4. The Client may contact AEG regarding any claim or may make a complaint under the provisions of the Warranty clause or any additional type of commercial guarantee that may be applicable by contacting AEG's Customer Service Department (details are set out on the Website). AEG will confirm any claim or claim within this five (5) working period and will then seek to resolve it as quickly as reasonable commercial conditions allow.

8.5. The following are the breaches that result in the Ordered Product not being covered by the Warranty:

8.6. The Customer may contact AEG to arrange for return or collection, or in relation to a claim or complaint on the grounds that the Ordered Product does not comply with the conditions of the Contract or on the basis of an additional commercial warranty that may be applied by contacting Customer Service by email or telephone at the specific information set out on the Website. AEG will acknowledge any suggestion, request or complaint within five (5) business days and will seek a solution as soon as possible.

8.7. AEG will exchange the same product, spare parts or accessories or take back the Ordered Product and refund to Customer any amount paid by Customer to AEG for the purchase of the Ordered Product if (a) AEG fails to repair or correct a defect within the committed period after Customer has made a due process complaint during the Warranty Period or (ii) AEG fails to repair or correct a particular failure that has occurred three (3) or more times during the Warranty Period.

8.8. AEG will bear all repair costs and freight charges for transporting the Ordered Product, spare parts or accessories from or to the Customer's residence.

8.9. In the event of a refund by AEG, AEG will pay (i) the price paid for the Ordered Product and (ii) any ancillary services that have been paid for that have not been used. AEG will not refund the amount of ancillary services used. The following conditions will apply to the refund of funds for the Ordered Product using different payment methods:

9. EXTENDED WARRANTY

9.1. In addition to the legal rights set out in Section 9.2, the Customer may be entitled to the extended warranty period set out on the Website and in the invoice and on the Order Receipt Confirmation.

9.2. Except for the Warranty period and unless otherwise specified in the separate terms and conditions of such extended warranty period on the Website, the extended warranty period shall be subject to the conditions set out in Section 9.

10. INSTALLATION AND USE

10.1. The Ordered Product shall at all times be installed and used in accordance with the instructions and warnings set forth in the user manual.

10.2. Unless the Client requests installation services via the Website or specifically requests in the Order, the Client is responsible for the correct installation of the Ordered Product.

10.3. The installation of some of the Ordered Products requires the involvement of authorized and qualified personnel along with specific reference to the installation, use and maintenance of the bridges for the use of gas, electrical equipment, water transmission components and related bridges to avoid the risk of damage to the installation site and/or the Ordered Product and/or to avoid injury to persons. The Customer must always read and follow the instructions for use and/or instructions written on the packaging of the Ordered Product.

10.4. To the extent permitted by law, AEG shall not be liable for claims relating to the misuse, misuse or incorrect installation of the Ordered Product (except where AEG, or a third party authorised by AEG, has carried out such incorrect installation).

10.5. For any information relating to the maintenance of the Ordered Product, the Customer should refer to the user manual or contact AEG's Customer Service Department.

11. FORCE MAJEURE

11.1. AEG shall not be liable, nor shall AEG be liable to, in whole or in part, comply with, any obligations relating to the Client in the event of an unforeseen event, beyond AEG's (force majeure) control including (but not limited to) fire, explosion, curfew, storm, flood, riot, strike, strike, government intervention of any kind, broken machinery or workshop (including transportation), or other circumstances beyond AEG's reasonable control.

11.2. In the event of a force majeure event, AEG's obligations shall be terminated for a period equivalent to the period of occurrence of the force majeure event. If the force majeure event lasts for more than two (2) months, any party may immediately terminate the Contract affected by the force majeure event by sending written notice to the other party without compensation except for all amounts paid by the Customer and refunded by AEG for the Purchased Product.

12. LIABILITY

12.1. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, deceptive misrepresentation, or any other liability which might otherwise be limited or excluded by law.

12.2. Without prejudice to the provisions of Section 9.2, AEG shall be liable only for direct losses caused by fraud, deception or wilful failure. The aggregate liability under any agreement arising out of or in connection with the Conditions shall in no event exceed the total amount of payments paid by the Customer to AEG during the term of such agreement. AEG's liability in any individual case shall not exceed the amount of payment paid by the Customer to AEG shown on the Order Acceptance Confirmation and the invoice associated with such liability.

12.3. If the Client uses the Ordered Product for commercial purposes, dual resale business, AEG shall not be liable to the Client for no profit, loss of business, business interruption, or loss of business opportunity.

13. APPLICABLE LAW AND DISPUTE RESOLUTION

13.1. The Conditions are governed by the provisions of Vietnamese law and the Client may conduct proceedings in Vietnamese courts.

14. BUSINESS AND CONTACT INFORMATION

ELECTROLUX VIETNAM CO., LTD

Business code: 0100831110

1st & 15th Floor, Geleximco Building, 36 Hoang Cau Street, O Cho Dua Ward, Dong Da

District, Hanoi, Vietnam

Phone: 024 3857 4882

Email Address: vncare@aeg.com