Our Policy

Shipping Policy

Worldwide Shipping (Excluding Fragile Items)

At Avana, we're delighted to offer worldwide shipping, allowing you to enjoy our unique products wherever you are. Please note that fragile items are exclusively available for purchase and collection at Avana Retreat.

Shipping Fees

Shipping feesdepend on the location and shipping carrier.

Estimated Delivery Times

We understand that timely delivery is important. Under normal customs clearance conditions, you can expect your order to arrive within the following estimated timeframes:

USA & Canada: 10-12 business days
United Kingdom: 7-10 business days
Australia: 12-15 business days
Singapore: 3-5 business days
Korea: 5-7 business days

For shipping to other destinations, please contact us for detailed delivery information. We're happy to provide you with accurate estimates based on your specific location.

Should there be any delays in delivery or in providing warranty and maintenance services, our Customer Service department will contact the recipient to inform them at least 24 hours in advance.

Inspection Policy

To ensure maximum protection of customer rights when purchasing on boutique.avanaretreat.com, we offer a policy that allows customers to inspect and check their orders, and co-check with the delivery staff upon receipt. This means that when you receive a package from the delivery person, you are permitted to open it and visually inspect the product before making payment.

Please note:

Verify that the product matches your order. Is the quantity and design as described? Has the product been broken or dented during transit? The inspection may include checking the product's seal, anti-counterfeit stamps, and comparing the product with the purchase invoice. However, you are not permitted to test or use the product.
If you have a relative or friend receive the order on your behalf, they still need to thoroughly inspect the goods before accepting them.
If the delivery staff asks you to sign a co-inspection confirmation form (meaning you confirm you have inspected and received the full product): You should exercise all your rights under boutique.avanaretreat.com's co-inspection policy before signing.
If, during the co-inspection, you find that the product is incorrect or shows signs of damage, you have the right to refuse delivery.
For more detailed information, please contact us via hotline: 0218 3819 868 or email: inquiries@avanaretreat.com

Carrier's responsibility for goods in transit

The shipping service will be responsible for the goods and any risks, such as loss or damage, during the transportation of the goods to you.

You are responsible for inspecting the goods upon receipt. If you discover that the goods are damaged, scratched, broken, dented, or the wrong model compared to what you ordered, you must sign a confirmation of the goods' condition with the delivery staff and immediately notify us for resolution.

Once you have signed for the goods without any notes or comments about their condition, it will be considered as accepted and the delivery will be complete. We will not be responsible for any subsequent requests for exchange or return due to damage, scratches, breakage, dents, incorrect items, etc.

Our responsibility for providing product documentation during delivery

To facilitate the shipping process, boutique.avanaretreat.com commits to including the following in every package: a sales invoice and other relevant documents proving the product is legally distributed by the company.

Therefore, during transit, delivery personnel may present these documents to verify the origin and legitimacy of the goods if requested by competent authorities.

Customer Support

If you have any questions or concerns regarding our shipping policy or your order, please contact our customer service department at 0218 3819 868. We'll be happy to assist you.

We hope our shipping policy ensures you have the easiest and most convenient online shopping experience possible.

Payment Policy

Payment Methods

We accept cash, bank transfers, and card payments for purchases made directly at Avana Retreat.For online payments, you can use the following options: Visa, MasterCard, JCB, Amex, Union Pay, local ATM debit bank cards, and QR code (mobile banking or e-wallet).

Payment Security Commitment

Our online payment system on boutique.avanaretreat.com is provided by a payment gateway partner legally licensed to operate in Vietnam. Accordingly, the online payment security standards at Boutique.avanaretreat.com ensure compliance with industry security standards.

Payment Security Regulations

Boutique.avanaretreat.com partners with the Onepay payment gateway. ONEPAY's payment system meets the information security standards of the PCI Security Standards Council to ensure the security of personal information.

Customer financial information will be protected throughout the transaction process using SSL (Secure Sockets Layer) protocol.
One-Time Passwords (OTP) are sent via SMS to ensure authenticated account access.
128-bit MD5 encryption standard.
Compliance with information security principles and regulations in the banking and finance industry as stipulated by the State Bank of Vietnam.
Boutique.avanaretreat.com's Payment Transaction Security Policy for Customers:
Boutique.avanaretreat.com provides a token storage utility, storing only encrypted strings provided to Boutique.avanaretreat.com by the Payment Gateway Partner. Boutique.avanaretreat.com does not directly store customer card information. The security of customer payment card information is handled by the licensed Payment Gateway Partner.
For international cards: customer payment card information that could be used to initiate a transaction is not stored on Boutique.avanaretreat.com's system. The Payment Gateway Partner will store and secure this information.
For domestic cards (internet banking): Boutique.avanaretreat.com only stores the order code, transaction code, and bank name.

We are committed to strictly implementing all necessary security measures for every payment activity conducted on the boutique.avanaretreat.com.vn website.

Boutique.avanaretreat.com is always ready to support and answer any customer questions to ensure the smoothest shopping and payment process.

Return Policy

Conditions for Returns

We want you to be completely satisfied with your purchase. Therefore, we accept returns only for products that are faulty, damaged, or misshapen due to transit.

Our refund and exchange policy is valid for 48 hours from the time you receive the product. If more than 48 hours have passed since you received your order, we cannot issue a refund.

Required Evidence

To process a return, we require a video of you opening the package. This video serves as crucial evidence of any damage or defects incurred during shipping.

Exchange and Return Procedures

To process an exchange or return efficiently and quickly according to your request, you'll need to provide the reason for the return/exchange, supporting video evidence, and your phone number and address.

To return a product, you must send it back with all accompanying accessories and gifts (if any), exactly as you received them.

Depending on your location, the timeframe for exchanging or returning products may vary.

Return Shipping

We offer free return shipping for items that meet our return criteria and are accompanied by the required video evidence.

Non-Returnable Items

Please note that we cannot accept returns for:

Products returned in perfect, undamaged condition.
Faulty items returned without video evidence of the unboxing process.

We appreciate your understanding and cooperation in adhering to our return policy. If you have any questions or concerns, please do not hesitate to contactour customer service team by email via inquiries@avanaretreat.comor by phone via +84218 3819 868.

Refunds

Once your returned item is received and inspected, we will send an email to notify you that Boutique.avanaretreat.com has received your returned item. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed and transferred to your account as soon as possible.

Late or Missing Refunds
If you haven't received your refund yet, first, please check your bank account again. After checking, you can contact us directly via email at inquiries@avanaretreat.com for the fastest possible resolution.

Complaint Reception and Resolution Process

1. Resolution Mechanism

All customer complaints will be resolved through negotiation. If an agreement cannot be reached, either party has the right to refer the matter to the competent state authority for resolution.

In the event of an incident caused by the fault of boutique.avanaretreat.com, we will immediately take necessary measures to safeguard customer rights.

2. Methods for Submitting Complaints

Customers can submit complaints to request resolution from boutique.avanaretreat.com through the following methods:

Method 1: Call our hotline at 0218 3819 868.

Method 2: Send an email to inquiries@avanaretreat.com.

Method 3: Visit us directly at Xom Panh, Bao La Commune, Phu Tho, Vietnam.

3. Implementation Procedure

Step 1: Submit Complaint

Customers submit complaints regarding services or unfulfilled rights to boutique.avanaretreat.com using the methods specified above.

Step 2: Receive and Process Complaint

Boutique.avanaretreat.com will receive customer complaints and proceed with information verification.

Step 3: Respond to Customer

Boutique.avanaretreat.com will respond with the complaint resolution results to the customer within 03 working days from the date the information verification and processing are completed.

Boutique.avanaretreat.com will strive to verify information and resolve complaints quickly and promptly to ensure customer rights. If the matter is beyond the capability and authority of Boutique.avanaretreat.com, we will request the customer to refer the case to the competent state authority for resolution by the law.

Privacy Policy

Introduction

This Privacy Policy explains how we collect and manage your information, and the choices you can make about the way your data is used.

We respect your privacy and commit ourselves to protect the privacy and security of the personal data you provide to us on the telephone via our call center or in person or that we collect about you when you visit our website and our social media pages, as well as when you use our software applications. We are aware of our responsibilities to protect your data, to keep it secure, and to comply with applicable privacy and data protection laws.

Personal information we collect

Your information we collect and process from you:

When you create an account or purchase a product, or when you use our website, your information (information that identifies you or relates to you as an identifiable person) that we may collect through the sites about yourself or others include:

Your contact information (e.g. name, telephone number, email address, postal address, organization);
Your financial information (e.g. credit card number, security code, expiration date);
Information related to your client profile (e.g. delivery address, country of residence, favorite currency);
Your marketing preferences, including any consents you have given us;
If you contact us or our agents, we may keep a record of that communication and any communications and correspondence with you; and
Information related to the browser or device you use to access our sites, including where available, your IP address, operating system, and browser type, for system administration and security reasons and to collect aggregate information.

Your information that we collect from third parties:

Sometimes, we receive information about you from third parties. In particular: we may receive information about you from travel agents, tour operators and destination management companies, corporate companies with whom you have direct contact. The information we collect from such third parties includes your contact information and information related to your travel profile.
When you interact with us on social media platforms such as Facebook, Instagram, and YouTube (depending on your privacy preferences on those platforms);
Through cookies and related tracking technologies, such as Google.

How we use your information

We may use the personal data you supply to us via our site for the following purposes

- To fulfill a contract, or take steps linked to a contract: this is relevant where you place an order with us. This includes, for example:

Processing and facilitating bookings, including verifying your identity, taking payments, and communicating with you;
Providing customer services

- As required by us to conduct our business and pursue our legitimate interests, in particular:

- Responding to requests which you have submitted via our site and dealing with ongoing matters relating to such requests;

Presenting content from our site in the way that we consider most effective;
Providing you with highly individualized service at our Retreat and presenting you with information relating to Avana Retreat;
If you provide a credit or debit card as payment, we use third parties to check the validity of the sort code, account number, and card number you submit to prevent fraud;
Monitoring customer accounts to prevent, investigate and/or report fraud, terrorism, misrepresentation, security incidents, or crime, in accordance with applicable law;
Using information you provide to investigate any complaints received from you or others, about our website or our products or services;
Using data in connection with legal claims, compliance, regulatory and investigative purposes as necessary (including disclosure of such information in connection with legal process or litigation);

- Where you give us consent:

Providing you with travel-related information, information relating to Avana Retreat, or promotional details about products and services that may be of interest to you, as well as personalized mailings (electronic or otherwise) or other communications;
Placing cookies and using similar technologies by the “Use of cookies and related tracking technologies” section and the information provided to you when those technologies are used;
Invite you to join our e-newsletter distribution;
On other occasions where we ask you for consent, we will use the data for the purpose which we explain at the time.

- For purposes which are required by law, such as:

In response to requests by government or law enforcement authorities conducting an investigation

Withdrawing your consent

Wherever we rely on your consent, you will always be able to withdraw that consent, although we may have other legal grounds for processing your data for other purposes, such as those set out above. In some cases, we can send you direct marketing without your consent, where we rely on our legitimate interests. You have an absolute right to opt-out of direct marketing, or profiling we carry out for direct marketing, at any time. You can do this by following the instructions in the communication, where this is an electronic message, or by contacting us using the details set out below.

Disclosing your information

We may disclose your personal data to the following categories of recipients (in all cases, only when necessary to fulfill their functions):

Our staff (including employees and external consultants), professional advisors and agents;
Third-party service providers which process your personal data on behalf of Avana Retreat and who are bound by contractual obligations to keep your personal data confidential and appropriately secure. In particular, we use third-party providers of website hosting, backend service provider, analytics, crash reporting, and email marketing;
Government authorities, regulatory agencies, and law enforcement officials, if required for the purposes specified above, if mandated by law, or if required for the legal protection of our legitimate interests in compliance with applicable laws;
If there is a corporate sale, merger, reorganization, insolvency event, or other similar events.

Security

We use reasonable technical, administrative, and physical measures to protect Personal Information contained in our system against misuse, loss, or alteration. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security.

We cannot enforce or control the security of the computers, electronic devices, or electronic communication method that you use to send e-mails and submit Personal Information to us over the Internet. You are responsible for ensuring that the computers, electronic devices, and electronic communication methods you utilize will provide adequate security for communicating with us. We are not responsible for the disclosure or interception of your Personal Information before we receive it.

How long we keep your personal information

Whenever we collect or process your Personal Information, we will only keep it for as long as is necessary for the purpose for which it was collected, active legal proceedings, an identifiable and ongoing legal business need (such as record keeping), and to the extent permissible by applicable law.

Where there is no sufficient justification to retain such Personal Information, such Personal Information will be safely and securely deleted, disposed of, blocked, and/or anonymized for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

Children's privacy

Please be aware that the Resort has not designed this Site for, and does not intend for it to be used by, anyone under age 18. Accordingly, this website should not be used by anyone under the age of 18. Our privacy policy prohibits us from accepting users who are under the age of 18. Resort specifically requests that persons under the age of 18 not use this Site or submit or post information to the Site. Should the Resort inadvertently acquire personal information or other data from users under the age of 18, we will not knowingly provide this data to any third party for any purpose whatsoever, and any subsequent disclosure would be due to the fact the user under the age of 18 used the Site and submitted personal information without solicitation by or permission from Resort.

Rights that you have

Subject to applicable laws, you may have rights concerning your personal data. Such rights include:

You have the right to ask us for a copy of your personal data; to correct, delete, or restrict (stop any active) processing of your personal data; and to obtain the personal data you provide to us for a contract or with your consent in a structured, machine-readable format, and to ask us to share (port) this data to another controller.
In addition, you can object to the processing of your personal data in some circumstances (in particular, where we don’t have to process the data to meet contractual or other legal requirements, or where we are using the data for direct marketing).
These rights may be limited, for example, if fulfilling your request would reveal personal data about another person, where they would infringe the rights of a third party (including our rights) or if you ask us to delete information which we are required by law to keep or have compelling legitimate interests in keeping. We will inform you of relevant exemptions we rely upon when responding to any request you make.
To exercise any of these rights, or to obtain other information, such as a copy of the legitimate interests balancing test, you can get in touch with us using the details set out below.
We will aim to respond to all legitimate requests as soon as we reasonably can and in any event within 30 days. If we think that it will take us longer than 30 days, we’ll let you know why and keep you updated. Where you make any requests, we might ask for specific information to confirm your identity as a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. This might include asking for further information concerning your request to be able to speed up our response

Cookies policy

A cookie is a small file of letters and numbers that is sent to your computer by a website and automatically saved on your computer by your web browser. Each time you request a page from the website, your web browser sends this cookie back to the website server.

We use cookies to improve your experience on our websites and recommend content that may interest you. You can find out more below about what cookies are and the cookies we use.

What cookies do we use?

We use the following cookies:

- Strictly Necessary Cookies:

These cookies are essential to the operation of our services. Without these cookies, the services in question would not work properly (e.g. you wouldn’t be able to navigate around the site or access certain types of content). These cookies cannot, therefore, be turned off.

- Functionality Cookies

These cookies provide you with a better browsing experience based on the choices you make. These cookies allow our website to remember choices users make (such as the country you visit our website from, language, text size, fonts, currency, and search parameters) and provide enhanced, more personal features. These can then be used to provide you with an experience more appropriate to your selections and to make the visits more tailored and pleasant.

- Performance Cookies

Performance cookies, which often include analytics cookies, collect information about your use of our services and enable us to improve the way they work. For example, performance cookies show us which are the most frequently visited pages on our website, allow us to see the overall patterns of usage, help us record any difficulties you have with our services. We also use cookies to help you navigate within our website and travel back to pages more efficiently.

- Social Media Cookies

These cookies are used when users share information using social media accounts. These cookies are used when you share information using a social media sharing button or “like” button on our sites or apps, or when you engage with our content on or through a social media site such as Facebook, Instagram, LinkedIn and YouTube.

How do I turn cookies off?

If you do not wish us to install cookies or don’t agree with how we use these cookies, you can change your internet browser settings to reject them. For more information please consult the “Help” section of your browser or visit www.aboutcookies.org, www.allaboutcookies.org or http://optout.aboutads.info/#/. Please note that if you do set your browser to reject cookies, you may not be able to use all of our website’s features.

Amendments

Any changes we make to our privacy notice in the future will be posted on this page and, where appropriate, notified to you by e-mail or otherwise. Regularly reviewing this page ensures that you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties. If you have questions about our website policies, please contact:

Avana Retreat

Panh Village, Bao La Commune, Phu Tho Province, Vietnam

Hotline: 0218 3819 868

Email: inquiries@avanaretreat.com