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Quality Policy

NEW TOYO (VIETNAM)’S PRODUCTS - A USEFUL AND RELIABLE PRESERVATION

 1. Customer satisfaction is a means for us to measure the results of our ingenuity and effort.
 2. We are committed to upholding and improving upon the ISO 9001 quality management system and FSSC 22000 food safety system standards.
 3. We make use of advanced information technology and tools by implementing enterprise resource planning (ERP), production management (OLE), and human resource management (HRM) systems to induce comprehensive improvements in labor efficiency.
 4. We make it a point to attend to the Safety, Life, Health, and Spirit of all personnel and work towards a balanced development of the BODY, SOUL, and MIND.
 5. And finally, we always carefully invest in workforce training, coaching, and mentoring in order to ensure exceptional performance from each post, thus contributing to the overall performance and sustainable development of the team.

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Delivery Policy

1. Delivery conditions

 1.1 Domestic:
 - Delivered at the warehouse of New Toyo (Vietnam)
 - Delivered at the customer’s designated warehouse
 1.2 Export:
 - According to Incoterm 2020

2. Delivery receipt

 2.1 Domestic:
  - VAT invoice
  - Delivery note
  - Product parameter analysis
  - COA (if required) for each shipment
 2.2 Export
  - Invoice
  - Packing List
  - Bill of Lading
  - Marine Insurance
  - COA
  - C/O Form D (within ASEAN) or C/O Form B for each shipment

3. Warranty conditions

 - The products must be stored in a well-ventilated warehouse at temperatures between 25oC - 30oC, and not placed near flammable chemicals or other goods with strange odors.
 - Before use, the goods must be well preserved (wrapped in paper and moisture-proof PE film) and not damaged due to transportation or collision during storage and transfer of raw materials by the customers.
 - Warranty period: within 12 months from the date of production (in case of complaints, the product label is required).
 - New Toyo (Vietnam) is only responsible for warranty in terms of cases caused by errors where the product’s parameters do not correspond with the agreed specifications and quality. We are exempt from any liability in the event of incidents caused by the buyer’s error in operating and maintaining the product without properly following the instructions provided by us.

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Product Replacement, Returns, and Refund Policy

1. Conditions for replacement and returns

 - Delivered goods do not meet the specifications and or colors as described in Clause 1 of the sales contract or in the purchase order confirmed by the seller and the buyer.
 - The product is still within the warranty period as specified in Section 3 above.
 - The product is used for the intended purpose, function, and in accordance with the regulations of the user’s guide. The buyer’s information needs to be provided to the seller once there is a transaction to exchange and return goods. The buyer must send information of their request to exchange and return goods by letter via email or fax to the seller, which shows all evidence including: invoice, product label, packaging (P/O production, date of manufacture), and images (if any).

2. Exceptions to returns and exchanges

 Requests for returns and exchanges will not be processed in the following cases:
 - The goods are delivered in accordance with the specifications and colors as described in clause 1 of the sales contract or in the purchase order signed/confirmed by the two parties.
 - The product is no longer within the warranty period specified in Section 3 above.
 - The product is not used for the intended purpose or function, is not in accordance with the regulations of the warranty conditions, or has faults that stem from the buyer’s machinery/equipment.
 - If there is a complaint in regard to the product being unsuitable, the seller will conduct an evaluation; the seller will check the cause of the error and handle the situation through negotiation and agreement between the seller and the buyer to remedy the situation as well as prevent the recurrence of errors.

3. Time of returns

 - In the case that goods are available, the goods shall be returned to the buyer within 01 to 03 working days from the date of receiving notice from the buyer.
 - In the case that goods are not available, the seller and buyer will reach a mutual agreement on a return date predicated on the seller’s production time that does not exceed 07 working days from the date of receiving notice from the buyer.