Question 1

PRIVACY POLICY

Accepted Answer

1. Information collectedThe Company may collect customers' names, telephone numbers, email addresses, delivery/billing addresses, order information, payment information, warranty and complaint information, and technical data generated when customers use the website.2. Purposes of useTo confirm and fulfil orders, arrange delivery, process payments and issue invoices;To handle returns, refunds, warranties and customer support;To operate, secure and improve the website;To comply with legal, accounting and tax obligations and requests from competent authorities.
3. Information sharing and securityInformation will only be shared to the extent necessary with payment, logistics, technology and accounting service providers, Concept2/technical service providers or competent authorities. The Company applies reasonable measures to protect data against unauthorised access, loss or disclosure.4. Retention period and customer rightsData is retained for as long as necessary for the relevant processing purposes and for any period required by law. Customers may request access, correction, deletion/restriction of processing, or exercise other rights available under applicable law by contacting the Company by email or through the website.5. ContactEmail: service@apac-spe.vn. The Company may update this Policy and will publish the updated version on the website.

Question 2

METHOD FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS AND COMPLAINTS

Accepted Answer

1. Contact channelsCustomers may submit requests via email at service@apac-spe.vn or through the online contact form/channel available at https://www.apac-spe.vn.2. Information to be providedCustomers should provide their name, contact details, order number (if any), a description of the matter and any relevant documents/images.3. Handling processReceive and acknowledge the request;Review the information and coordinate with the relevant department/service provider;Notify the customer of the proposed resolution;Implement a return, refund, warranty remedy or other appropriate measure, where applicable.
4. Response timeThe Company aims to provide an initial response within 24 business hours. The actual resolution time will depend on the nature of the matter and whether the customer has provided sufficient information.5. PrinciplesThe Company handles feedback, requests and complaints in good faith, objectively, confidentially and in compliance with consumer rights.

Question 3

PRICING POLICY

Accepted Answer

1. Price displayPrices on the website are displayed in VND. For each product/order, the Company will clearly state whether the price includes applicable taxes and standard delivery charges.2. Delivery and other chargesWhere the product price already includes standard delivery, no additional standard delivery charge will be imposed. Special installation charges, delivery outside the standard scope or other additional costs (if any) will be disclosed before the Company confirms the order.3. Products subject to separate quotationFor configured products, made-to-order items, oars, spare parts or products not currently in stock, the Company may apply a “Contact us/Request a quotation” basis.4. Promotions and price changesPromotions are subject to the terms publicly announced by the Company. Prices may change due to supply conditions, exchange rates, taxes/fees and logistics costs; the applicable price is the price confirmed by the Company for the relevant order.5. Display errorsIf an obvious pricing error is identified before order confirmation, the Company will notify the customer and request reconfirmation.

Question 4

PAYMENT POLICY

Accepted Answer

1. Payment currencyDomestic payments are made in VND.2. Payment methodsBank transfer;Card/electronic payment methods through service providers lawfully operating in Vietnam, where integrated;Cash on delivery (COD), where available.3. Order confirmationAn order is only accepted after the Company confirms the product, price, delivery arrangements and payment method. For prepaid orders, processing may commence only after successful payment confirmation.4. InvoicesThe Company issues electronic invoices in accordance with applicable law.5. RefundsWhere a refund is approved, the Company will refund through the original payment method where practicable, or by bank transfer/another lawful method. The Company's processing time is normally no more than 07 business days from approval of the refund request and satisfaction of the applicable return conditions.

Question 5

CONDITIONS OR RESTRICTIONS ON THE SUPPLY OF GOODS

Accepted Answer

1. Scope of supplyThe website retails Concept2 products that the Company is permitted to trade in Vietnam, including indoor exercise equipment, sports oars and related dedicated parts/accessories.2. Product availabilitySome products may not be held in stock and may need to be imported against customer orders. Stock information shown on the website is indicative until the Company confirms the order.3. Delivery areaThe Company intends to deliver within Vietnam. Remote areas, islands or locations not served by logistics providers may require additional time/cost or may not be serviceable.4. Quantity and special ordersLarge-volume orders, configured products or project orders are subject to separate confirmation by the Company.5. Head office and warehouseThe head office/warehouse is used only for administration, storage, packing, order processing and after-sales support; no retail transaction, payment collection or direct customer collection/delivery is conducted at these locations.

Question 6

DELIVERY, RETURN AND REFUND POLICY

Accepted Answer

1. DeliveryThe Company delivers goods through lawful logistics/courier service providers. Delivery time depends on stock availability, the delivery location and the nature of the product; the estimated delivery time will be communicated when the order is confirmed. For products imported to order or with special configurations, the delivery timeline will be confirmed separately.2. Inspection upon deliveryCustomers should check the product name/model, quantity and external condition upon receipt. Any irregularity should be reported promptly to the Company and appropriate evidence retained.3. ReturnsCustomers may request a return within 07 days from receipt where the wrong product was delivered, items are missing, the product was damaged in transit, or the product does not conform to the description/quality committed by the Company.4. RefundsWhere a refund is approved, the Company will normally process the refund within 07 business days from approval of the request and receipt of the returned goods (where applicable). 5. Return costsWhere the issue is attributable to the Company or arose during delivery before receipt by the customer, the Company will bear the reasonable shipping costs of the return/exchange.6. WarrantyAfter the return period, products are handled under the applicable Concept2 warranty policy. Under Concept2's current policy, RowErg, BikeErg, SkiErg and StrengthErg carry a limited 02-year warranty for parts covered by the general warranty and a 05-year warranty for covered frame components; racing oars carry a limited 02-year warranty. The detailed scope, conditions and exclusions are subject to Concept2's then-current warranty policy and the information provided by the Company at the time of sale. The Company is the point of contact for warranty requests in Vietnam.