I. TERMS OF SERVICE

1. General Provisions

Welcome to Caneko.vn, operated by the Caneko team. By accessing, browsing, or placing orders on this website, you acknowledge that you have read, understood, and agreed to comply with and be bound by the terms and conditions outlined below.

2. Account & Personal Information

• Accuracy: To make purchases on Caneko.vn, you must provide accurate and up-to-date personal details, including your Full Name, Phone Number, and Delivery Address.

• Account Responsibility: You are responsible for maintaining the confidentiality of your account credentials and for all activities performed under your account.

• Account Suspension: Caneko reserves the right to refuse service, terminate orders, or lock accounts without prior notice if we detect inaccurate information, unauthorized activity, or fraudulent intent.

3. Pricing & Order Regulations

• Pricing & Currency: All product prices displayed on the website are listed in Vietnam Dong (VND) and are inclusive of applicable taxes.

• Pricing Errors: While we make every effort to display accurate pricing, technical or system errors may occasionally occur. In such instances, Caneko will contact you directly to reconfirm or cancel the order.

• Price Adjustments: Caneko reserves the right to alter product prices, promotions, and stock availability at any time without prior notice.

4. Shipping Offers & Third-Party Delivery

• Promotional Shipping: Free shipping is offered for eligible orders exceeding 600,000 VND within inner-city Ho Chi Minh City.

• Standard Rates: Orders below this threshold or shipping to other provinces will incur shipping fees calculated by our third-party logistics partners (e.g., Giao Hang Tiet Kiem, AhaMove).

5. Intellectual Property Rights

• Ownership: All website content—including brand logos (Nellie’s, Caneko), text, product photographs, graphics, and underlying source code—is the exclusive property of Caneko or its authorized licensors.

• Restrictions: Copying, reproducing, modifying, or redistributing any content for commercial purposes without prior written authorization from Caneko is strictly prohibited.

6. Limitation of Liability

Product Usage Notice: Caneko accepts no liability for loss, damage, or adverse reactions resulting from product use that deviates from official manufacturer guidelines. Customers are strongly encouraged to read all safety and usage instructions printed on product packaging (e.g., Nellie’s home care line) prior to use.

7. Terms Modifications

We reserve the right to update, amend, or replace any part of these Terms of Service at our discretion by posting updates to this page. Continued use of the website following any changes constitutes full acceptance of the revised terms.

8. Contact Information

For any inquiries regarding our Terms of Service, please reach out to us:

• Email: quyentran@caneko.vn

• Hotline: (+84) 038-897-0064

II. SHOPPING GUIDE

Ordering eco-friendly products on Caneko.vn is fast and simple:

• Step 1: Access the Website
  Visit our official web portal at https://caneko.vn/.

• Step 2: Search & Explore Products

• Use the Search Bar to type specific product names (e.g., Nellie's Laundry Soda, Nellie’s Baby Soda, Oxygen Brightener).

• Browse through product categories on the top menu to discover natural home care and eco-friendly laundry solutions.

• Step 3: Select Products & Review Cart

• Choose your desired items and click "Add to Cart".

• View your item list and provisional order total via the pop-up drawer in the upper right corner.

• Click "View Cart" to adjust quantities or review items.

• Note: The system automatically applies Free Shipping for inner-city HCMC orders valued at 600,000 VND or higher.

• Step 4: Enter Details & Delivery Preferences

• Click "Checkout" and enter complete recipient details (Full Name, Phone Number, Delivery Address).

• Choose your preferred shipping option (Standard Delivery or Fast Delivery).

• Enter any promotional or discount codes in the field provided.

• Step 5: Select Payment Method
  Select from the following payment options:

• Cash on Delivery (COD): Pay in cash directly to the delivery personnel upon receipt.

• Bank Transfer: Transfer funds to the bank account information provided during final checkout.

• Re-check your order details and click "Complete Order".

• Step 6: Order Fulfillment & Tracking

• Inner-city HCMC: Orders are processed and dispatched within 24 to 48 working hours.

• Other Regions: Delivery takes between 2 to 7 working days depending on distance and courier schedules.

• An order confirmation email or SMS containing your order status will be sent upon successful placement.

III. DETAILED SALES POLICIES

1. Delivery Policy

Shipping fees for provincial locations are calculated and displayed at checkout or confirmed via customer service before dispatch.

2. Return & Refund Policy

We prioritize your satisfaction with every order:

• General Return Conditions: Returned items must remain in original packaging, unused, intact, and accompanied by the original receipt or invoice.

• Manufacturer Defects & Storage Damage: If a product arrives damaged or defective (e.g., severely dented tin packaging, clumping in laundry powder due to transit/storage errors), you are eligible for a 1-to-1 replacement within 7 days of delivery.

• Refund Processing: If a replacement product is out of stock, Caneko will issue a 100% refund of the item’s value via bank transfer within 3 working days.

IV. CONSUMER PERSONAL INFORMATION PROTECTION POLICY

Caneko.vn is committed to safeguarding customer privacy. This policy outlines how your data is collected, processed, and secured when shopping with us.

1. Purpose of Data Collection

Caneko collects personal information exclusively for operational purposes:

• Order Processing: Fulfilling deliveries, verifying payments, and updating order statuses.

• Customer Support: Resolving inquiries, offering consultations on Nellie's product usage, and delivering technical assistance.

• Marketing Communications: Informing customers about promotional offers and new product arrivals (strictly with prior consent).

• Service Enhancement: Conducting internal reviews and market analysis to refine the web user experience.

2. Scope of Collected Information

We collect the following personal details:

• Full Name

• Contact Phone Number

• Delivery Address

• Email Address

3. Data Retention Period

Personal data is securely stored on Caneko.vn’s private servers until a formal deletion request is submitted by the user or until the data is no longer necessary for the stated operational purposes.

4. Third-Party Access & Data Disclosure

Caneko will never sell, rent, or trade customer information to third parties. Data access is strictly limited to:

• Logistics & Courier Partners: Providing recipient details (Name, Phone Number, Address) strictly to carry out delivery.

• Legal Compliance: Disclosing necessary information upon official request from competent law enforcement or state authorities under Vietnamese law.

5. Managing Your Personal Data

Customers retain full rights over their personal data and can view, modify, or remove their information by:

• Logging into their user account on Caneko.vn.

• Contacting customer service directly via Hotline or Email to request manual updates or complete record deletion.

6. Security Measures

• We implement industry-standard security protocols—including SSL (Secure Sockets Layer) encryption—to protect customer data against unauthorized access or disclosure.

• In the event of a severe security breach or server compromise by malicious third parties, Caneko will immediately report the incident to investigating authorities and notify affected users without undue delay.

7. Complaint Resolution Mechanism

If you believe your personal data has been misused or handled outside the declared scope of this policy, please submit a direct complaint to info@caneko.vn. We guarantee an initial investigation and response within 48 working hours to resolve the matter and protect your consumer rights.