Consumer Rights Protection Policy

Sangroup’s commitments, consumer rights and complaint handling for purchases from the OneStop vending machine network.

1. Scope

This Policy applies to goods and services that Sangroup Corporation Joint Stock Company and member companies of the Sangroup ecosystem provide directly to consumers, including goods sold through the OneStop vending machine network. It follows the Law on Protection of Consumer Rights No. 19/2023/QH15 and Decree 55/2024/ND-CP.

2. Our commitments

Accurate product information: name, price, expiry date and origin as labelled.
Prices shown on the machine before payment.
No expired, untraceable or unsafe goods.
Consumer information protected under the Personal Data Protection Policy.
All feedback, requests and complaints handled through the process in Section 5.

3. Consumer rights

Safety of life, health and property when using goods and services.
Accurate and complete information about goods, services and the supplier.
Protection of personal information.
To give feedback, make requests and complaints, and receive compensation as provided by law.
To ask consumer protection organisations or state authorities for help when their rights are infringed.

4. Issues at OneStop machines

Issue	Resolution	Time frame
Paid but no product came out	Refund to the original payment method after reconciliation	3 working days after reconciliation
Expired, damaged or wrong product	Replacement or refund	3 working days
Charged twice	Refund of the extra charge	3 working days after reconciliation

When reporting an issue, please give the machine code or location, the time of the transaction, the payment method and, if possible, a photo of the receipt or product.

5. Complaint process

The consumer sends a request by hotline, Zalo, email or in person at our headquarters (Section 6).
Sangroup confirms receipt within 1 working day.
Sangroup checks and reconciles the transaction and reports the outcome within 7 working days of receiving complete information.
Both sides agree on a resolution: replacement, refund or compensation.
If no agreement is reached, the consumer may seek mediation or arbitration, file a lawsuit, or contact the state authority for consumer protection.

6. Contact point

Department: Customer Care – Sangroup Corporation Joint Stock Company
Hotline: 19008247 · Zalo: 0986474868 · Email: info@sangroup.com.vn
Address: No. 20, Row 16B6, European Overseas Vietnamese Village, Ha Dong Ward, Hanoi
Hours: 8:00–17:30, Monday to Friday; requests sent by email or Zalo outside these hours are handled on the next working day.

7. Effective date

This Policy takes effect from the date it is published on sangroup.vn. Any changes are announced on sangroup.vn before they apply.