Payment methods when transacting with our company:
1. Cash on Delivery (COD)
2. Direct payment at our company branch in Ho Chi Minh City
I. Cash on Delivery – COD:
COD stands for Cash On Delivery. With this payment method, you pay cash to the delivery person upon receiving your order. We accept cash on delivery (COD) for all orders nationwide.
Simple. Safe. Hassle-free and completely secure when you choose COD payment.
II. Direct payment at our company branch in Ho Chi Minh City:
You can come directly to the Catchers Trading and Service Co., Ltd. branch at 74, Street 6, Binh An Ward, District 2, Ho Chi Minh City and meet with the cashier to make your payment.
In addition, our company also supports bank transfer payments for large orders and upon customer request. This payment method involves transferring funds from your account to Catchers Trading and Service Co., Ltd.’s account via bank.
Bank Information:
Account Name: CATCHERS TRADING AND SERVICE CO., LTD.
Account Number: 79498092
Bank: VPBank (Vietnam Prosperity Bank)
1. Purpose and Scope of Data Collection
The data collected on the website catchers.vn mainly includes: Full name, Address, Phone number, Email, and Customer inquiries. This information is collected by our company to answer customer questions when they have issues regarding products and services.
2. Scope of Information Use
The company uses the information provided by customers to:
– Provide services.
– Send notifications about information exchange activities between customers and the website;
– Contact and resolve issues with members in special cases.
– We do not use customers’ personal information for purposes other than confirmation and contact related to transactions with the company.
– In case of legal requirements: The company is responsible for cooperating and providing members’ personal information when requested by judicial authorities, including the Procuratorate, courts, and police investigation agencies, in relation to any illegal activities of the customer. Furthermore, no one has the right to infringe upon the customer’s personal information.
3. Information Retention Period
Customer personal data will be stored until a request for deletion is received. In all other cases, customer personal information will be kept secure on our servers.
4. Address of the entity collecting and managing personal information:
– Catchers Trading and Service Co., Ltd.
– Address: 74, Street 6, Binh An Ward, District 2, Ho Chi Minh City.
– Hotline: 0399 711 599 Email: info@catchers.vn
5. Means and tools for users to access and edit their personal data:
Customers have the right to submit complaints regarding information security by contacting our management team. Upon receiving these feedbacks, Catchers will verify the information. If the customer’s complaint is found to be true, depending on the severity, we will take timely corrective measures.
6. Commitment to protecting customer personal information:
– Catchers is committed to absolutely protecting the personal information of customers in accordance with our personal information protection policy. The collection and use of each customer’s information is only carried out with the customer’s consent, except in cases where the law stipulates otherwise.
– We will not use, transfer, provide, or disclose any customer’s personal information to any third party without the customer’s permission and consent.
– In the event that the server storing customer personal data is attacked by hackers resulting in the loss of that data, our company will be responsible for promptly notifying the relevant authorities for investigation and handling, and for notifying you.
Normally, we will ship your order within 1 to 7 business days from the date we receive it. However, delivery may take a few more business days, but this only occurs in unforeseen circumstances such as:
– Our staff are unable to contact you by phone, therefore delivery cannot be made.
– The delivery address you provided is incorrect or incomplete.
– A sudden surge in orders causes delays in processing.
– Our suppliers are slower than expected, causing delays in delivery, or our shipping partners are experiencing delays in delivery.
Customers who purchase products online are requested to retain their delivery receipt and invoice to return to Catchers when requesting an exchange.
Conditions for Product Exchange and Return
– The product must be intact, with original tags and labels, unused and undamaged. For products with boxes, the box must be intact, with all accessories, instructions, and gifts (if any) included.
– The product must have been received no more than 3 days prior to purchase.
– The product must not have been purchased during a promotional or discount period.
– The company only accepts free exchanges for defective goods, incorrect models or sizes, or damage during shipping. For other cases, please contact customer service for guidance.
– The returned product must be accompanied by the sales invoice.
Exchange and Refund Procedure
– Products can be exchanged within 3 to 7 days. Customers will receive a replacement product of the same type if the product malfunctions and the problem cannot be fixed (due to a manufacturer defect). If exchanging for a different type of product, the replacement must be of the same price as the original product. If the replacement is of lower value, we will not refund the difference. If the replacement is of higher value, the buyer must pay the difference.
– Product exchanges are only permitted after Shopby.vn’s sales department has confirmed the product’s condition and defect.
– We only allow exchanges for products of the same or different type. If the customer does not agree, they can request a refund. The refund amount will be equal to the amount the customer paid for the product. Refunds can be made via bank transfer or cash at the company.
Shipping costs for the replacement product from the customer’s location to the store are borne by the customer. This applies only to cases where the defect is due to the company. The company will cover all shipping costs.
Cases eligible for exchange/return:
– Incorrect type or model as ordered.
– Insufficient quantity or incomplete set as per order.
– Product damage such as peeling, breakage, tearing, etc., occurring during transportation.
– Product quality issues such as: expired, out of warranty, non-functional, objective damage within the manufacturer’s warranty period.
– We commit to exchanging the product if the received product is unusable due to manufacturing defects or damage during transportation. Please check the product before accepting delivery. Shopby.vn will not accept returns after the customer has inspected and accepted the product.
Step 1: Receive your request
Submit your warranty request through any of Catchers’ contact channels.
Step 2: Confirm warranty eligibility
– Our warranty staff inspect the product, confirm warranty eligibility, and assess the scope of coverage.
– If the product meets all conditions, Catchers will inspect the actual fault per your description.
– After identifying the cause of the issue, we will notify you of the result.
Step 3: Process the warranty or product exchange/return
Catchers carries out the warranty according to the policy applicable to each specific case.
Information to Provide
– Warranty card *(if available)*
– Purchase invoice
– **Contact details:** Full name, phone number, email
– A detailed description of the fault or damage, or your reason for the warranty request *(please attach photos or video as evidence)*
Contact Information
If you need warranty service or have questions about our warranty policy, please contact us:
–Address: 135/37/9 & 11 Nguyễn Hữu Cảnh, Ward 22, Bình Thạnh District, Ho Chi Minh City
–Hotline: 0339 711 599
–Working hours: Monday – Friday, 9:00 – 18:00
Please carefully inspect your goods and verify them against the invoice or delivery slip (or hand-over record, if any) before accepting the delivery, in order to safeguard your rights for product exchange, return, and warranty service. If you need any assistance, please contact our Warranty Department:
– Hotline: 0399 744 399
– Email: Support@catchers.vn
Warranty Conditions
– The product must be verified as purchased from Catchers.
– The warranty seal, product packaging, and manufacturer’s tamper seal (if any) must be intact, not torn off, and not altered.
– The product must show no signs of third-party intervention (external repair).
– The product must be within the stated warranty period.
Warranty Periods
– Cosmetic raw materials, candle-making materials, and essential oil materials: Within 3 days of successful receipt.
– Custom-manufactured scented candle products: Within 30 days of successful receipt.
– Other custom-manufactured products (excluding candles): Within 7 days of successful receipt.
After the stated period, no exchange, return, or product complaint requests will be addressed.
Warranty Processing Time
Inspection and warranty processing take 1 to 14 business days from the date we receive your information.
Common Candle Phenomena (Not Considered Defects)
– Weak scent: May be caused by “scent fatigue,” insufficient burn time, a room too large for the candle, or a customer-selected fragrance from the lighter scent family.
– Candle “sweating”: This commonly occurs when storage temperature fluctuates — tiny droplets appear on the wax surface (distinct from oil seepage). It can be remedied by gently warming the candle surface with a hair dryer and letting it cool.
– Off-center wick: Catchers’ candles are entirely handmade, but optimal wick positioning is always ensured.
– Wax melting due to high temperatures during transit: Customers should pack candles carefully when shipping in hot weather.
– Customer-supplied packaging, vessels, or raw materials: Damage, peeling, or quality issues caused by customer-provided components.
Paid Repairs
– For products outside the warranty scope, Catchers still offers paid repair services upon request.
– Customer service staff will advise on and agree to the cost before any repair work begins.
Applicable Product Categories
Custom-manufactured and exclusive private-label products (both finished and semi-finished), including:
– Natural personal care and natural cosmetics products: Handmade soap, full-body exfoliating mixes, full-body lotion mixes, herbal shampoo, natural 3-in-1 conditioner, and similar products.
– Fragrance products: Perfumes (all types), diffuser oils, scented wax.
– Scented candle products.
Warranty Scope
Catchers covers products in cases of quality defects or technical/cosmetic faults that occur under normal conditions when storage guidelines are followed.
– Wrong type or quantity.
– Scent, color, or materials that don’t match the manufacturer’s description, or that differ from the approved sample.
– Cosmetic defects such as layer separation, deformation, off colors, off odors, or unfit for the intended use.
– Products dropped, broken, impacted, scratched, dented, wet, rusted, or with label damage from transit.
– Warranty seals or tamper seals (if applicable) that are not intact or that show an incorrect date.
Warranty Exclusions
– Unauthorized disassembly, modification of product structure, or improper use.
– Faults arising from improper storage or use by the customer.
– Products past the stated warranty period.
– Damage caused by use with other products.
– Natural wear over time.
Candles typically do not come with a warranty as they are considered consumable products. However, Catchers offers the following general policies and conventions for candles:
Warranty Scope
Before use — feedback window: 30 days from the date of receipt.
The warranty applies to product quality defects and cosmetic/technical faults that occur under normal conditions when storage guidelines are followed. Catchers covers shipping for any resolution involving the issuance of product replacements.
| Defect | Resolution |
| Wrong type, quantity, or volume vs. what was ordered. | Produce new items to fill the shortage. |
| Scent, color, or materials don’t match the manufacturer’s description, or differ from the approved sample. (Note: a finished product is considered consistent with the approved sample at 90–95%.) | Produce new items matching the approved type. |
| Product has cosmetic quality defects (deformation, off colors, off odors, etc.) and is unfit for intended use | Produce new items as a replacement/repair. |
| Product damaged by mechanical impact: dropping, breaking, scratching, denting, water exposure, rust, or unclear labels caused during transit. | Produce new items as a replacement/repair. |
| Box label doesn’t match the customer’s approved design; packaging is inconsistent. | Repair / correction |
| Cracked wax surface or rough candle surface that loses its visual appeal. | Repair / correction. |
| Damage to or breakage of customer-supplied packaging. | Refund of equivalent value. |
| Wick cut shorter or longer than the standard 0.5–1 cm. | Repair / replacement |
After use — feedback window: 30 days from the date of receipt.
Catchers covers shipping for any resolution involving the issuance of product replacements.
| Defect | Resolution |
| Candle tunneling or burning with too large a flame. | Repair / replacement. |
| Oil seepage: distinct from surface “sweating” caused by ambient temperature fluctuation; oil seepage is when oil pools into large droplets and runs in streams. | Repair / replacement |
Warranty Exclusions
– Unauthorized disassembly, modification of product structure, or improper use.
– Faults caused by the customer’s storage or use *(outside the production scope)*.
– Damage caused by use with other products.
– Products manufactured at Catchers but past the warranty period.
Applicable Product Categories
– Cosmetic raw materials, fragrance-craft raw materials.
– Candle-making materials.
– Semi-finished products packaged in Catchers’ standard packaging: cosmetic blanks, pure essential oils, diffuser essential oils, and EDP perfumes.
Warranty Scope
– Catchers covers products in cases of quality defects or technical/cosmetic faults that occur under normal conditions when storage guidelines are followed.
– Resolution: Exchange or refund (Catchers covers exchange/return shipping fees).
Eligible Cases
– Cosmetic defects such as scent, color, or texture that don’t match the manufacturer’s description.
– Quantity or type delivered doesn’t match the order.
– Product dropped, broken, impacted, scratched, dented, wet, rusted, or with label damage from transit.
– Product opened, or past expiration.
Process
– Defective products will be replaced within 3–7 business days from the date we receive them. Replacements will be the same type, weight, or volume. If the defect cannot be remedied (manufacturer fault), the customer may exchange for a different product of equivalent value.
– If the replacement product is of lower value, Catchers will refund the difference. If the replacement is of higher value, the customer pays the difference. Customers may exchange or return products in person at the store with a purchase invoice, or ship the defective product to Catchers’ warehouse for online orders.
– If the customer prefers not to exchange, they may request a refund via bank transfer or cash at the company, in an amount equal to the original payment.
Exchange of Unused Products
After receipt, customers may request to exchange a product for a different item of equal or greater value.
– Exchange window: Within 7 days of receipt.
– The product must be in original, unopened, unsealed packaging.
– Exchange shipping and delivery fees are paid by the customer.
Warranty Exclusions
– Unauthorized disassembly, modification of product structure, or improper use.
– Faults caused by the customer’s storage or use (outside the production scope).
– Damage from use with — or reaction to — other products, or from production formulas that were not pre-tested.
– Defects caused by normal wear or normal product aging.
– Products past the stated warranty period.
– For wax products, softening when exposed to high temperatures may occur. This is a natural characteristic of the product.
– For scented candles, layer separation or “sweating” on the wax surface caused by ambient temperature changes is normal and does not affect product quality.
