Policies

Payment

You can pay by:

• QR bank transfer: after you order, the site shows a VietQR code with the amount and order number. We confirm and pack your order once the transfer arrives.
• Cash on delivery (COD): pay the driver when your order arrives.
• In person at our kitchen: 132 Nghiêm Xuân Yêm, Ngũ Hành Sơn, Đà Nẵng.

Prices on the site include 8% VAT. Volume prices (from 6 bottles, any mix) are applied automatically at checkout. Wholesale customers (restaurants, bars, shops) pay within 7 days of delivery, and VAT invoices are issued within 7 days of delivery.

We never take or store your card number.

Delivery

• Nationwide delivery with Shopee Express.
• Delivery is 30,000đ per order, free on orders of 300,000đ or more (after volume discounts).
• Orders are processed within 24 hours (not Sundays or public holidays). Bank transfer orders are processed once payment arrives.
• Delivered in 1 to 3 days. It can take longer for remote areas, if we can't reach you, if the address is incomplete, or if the carrier is delayed.
• We send your tracking number by Zalo or email.
• Wholesale orders and 5L jugs: delivery and fees are agreed separately.

If your order is running late we'll tell you, and you can choose to keep waiting or cancel for a full refund.

Returns and refunds

We replace or refund when:

• You receive the wrong flavour or quantity.
• A bottle arrives broken, leaking or damaged.
• A product has a manufacturing fault or is past its best-before date.

How it works:

• Tell us within 72 hours of delivery by Zalo, phone or email, with your order number and a photo or video.
• Send the product back within 7 days of delivery if we ask you to. We cover the return cost when the fault is ours.
• We send a replacement, or refund you by bank transfer within 7 working days of confirming.

As this is food, we can't take back opened bottles because of taste preference.

Complaints: we accept all feedback and complaints through the contact details above and resolve them within 3 working days. In cases of force majeure, we'll agree a fair solution together.

Privacy

Công ty TNHH Uncle Willie's handles your personal data in line with Vietnam's Decree 13/2023/ND-CP on personal data protection.

What we collect:

• When you order: your name, phone number, email, delivery address, delivery notes and what you bought.
• When a venue requests a sample: venue name, contact person, phone or Zalo, venue type and address.

Why we use it:

• To process and deliver your order and contact you about it.
• To send samples and talk to venues about working together.
• For customer care, returns and complaints.
• For our accounting and tax obligations.

Sharing: we only share what's needed with our delivery partner (Shopee Express) and bank to deliver your order and receive payment. We never sell or rent your information.

Storage: your data is kept on secure cloud servers, which may be outside Vietnam, and only the Uncle Willie's team can access it. Order records are kept for as long as accounting and tax law requires; other data is deleted when it's no longer needed or when you ask.

Your rights: you can see, correct or ask us to delete your data, withdraw your consent, or object to how it's used. Contact us using the details above and we'll reply within 72 hours.

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