WEBSITE POLICY — EVOLVE ECOMMERCE SHOP

Evolve supplies goods and services to customers throughout the territory of Vietnam. For certain remote, border, or island areas, or areas not yet supported by partner shipping units, Evolve may temporarily restrict or be unable to provide delivery service; in such cases, Evolve will notify the customer specifically before confirming the order.

Evolve does not currently support delivery or provision of services outside the territory of Vietnam.

For certain products with limited stock, products under promotion, or specific products, Evolve reserves the right to limit the maximum purchase quantity per customer/order to ensure fair purchasing opportunities for all customers. Any specific limit (if applicable) will be stated on the product page or at the time of ordering.

Customers transacting on the website must be at least 18 years of age and have full civil capacity as required by Vietnamese law. If a customer is under 18, the order must be placed with the consent and supervision of a parent or legal guardian.

For consulting services or digital products (courses, guides, etc.), customers must complete payment and follow the usage instructions provided by Evolve in order to activate and use the service. Misuse, account sharing, or unauthorized copying or redistribution of digital content without Evolve’s permission is not permitted.

Consulting services are only provided within the medical specialty scope approved by the Department of Health, do not replace in-person medical examination, and consultations are conducted by personnel holding an appropriate practicing certificate.

Goods and services are provided within Evolve’s business hours (unless otherwise specified in the relevant product/service policy), generally Monday to Saturday. Orders placed outside business hours, on weekends, or on public holidays/Tet will be processed on the next business day.

For products/services currently on pre-order or not yet in stock, Evolve will clearly state the expected delivery/provision time on the product page. Customers may be required to pay a partial or full deposit to confirm a pre-order; the refund policy in case of pre-order cancellation follows the Warranty Policy and the Shipping, Return & Exchange Policy.

For certain goods or services for which the law requires supporting information or verification documents (e.g., invoicing information, or identification documents required to verify high-value transactions), the customer is responsible for providing complete and accurate information as requested so that Evolve can complete the supply of the goods or service.

Evolve reserves the right to refuse or suspend the supply of goods or services in cases including but not limited to: inaccurate, incomplete, or suspected fraudulent order information; violation of the age or service-use conditions above; the product being out of stock or discontinued; the delivery area being outside Evolve’s supported areas; or other force majeure events. Evolve will notify the customer and refund any amounts already paid (if applicable) in accordance with applicable regulations.

The warranty period begins from the date of purchase (or successful delivery date), specified by product category as follows:

For Training Equipment (fitness accessories, etc.): Covered by a 3 to 6-month warranty, depending on the specific product category.

For Apparel & Sportswear: Covered by a 7 to 30-day warranty/exchange policy specifically for manufacturing defects (such as unraveled stitching, faulty zippers, or fabric discoloration prior to use/washing).

Products are eligible for warranty service or exchange if they meet all of the following conditions:

a. The product is still within its valid warranty/exchange period and is accompanied by a valid invoice or electronic order confirmation from Evolve.

b. For equipment: The warranty card (if applicable) or warranty stamp must remain intact, with no signs of being altered, torn, or erased.

c. For apparel: Items must be unworn, unwashed, unaltered, with all original tags still attached, and free of any unusual odors.

d. The defect or malfunction is determined to be caused by component/fabric quality or technical faults from the manufacturing process.

e. The product does not fall under any warranty exclusions (such as damage caused by misuse, unauthorized repairs, or normal wear and tear/accidental damage during use).

This policy applies to all customers who purchase physical products (training equipment, sportswear, fitness accessories, etc.) on the Evolve website and require direct home delivery, exchange, or return service. Digital products (e-books, guides, online courses) and consulting/service packages are non-returnable and non-refundable once accessed or delivered, given their nature, except in the case of a technical/system error that prevents the customer from accessing a purchased product.

2.1. Free Shipping: Free delivery is available within the inner districts of Hanoi and Ho Chi Minh City for orders with a total value of 2,000,000 VND or more.

2.2. Paid Shipping: For areas and orders that do not qualify for free shipping, delivery fees will be calculated based on the rates of our third-party logistics partners or Evolve’s internal rate card. Our team will notify and confirm the exact shipping cost with you prior to dispatching your order.

Hanoi and Ho Chi Minh City: Same-day delivery or 2-hour express delivery is available for in-stock, compact items (apparel, light accessories).

Other Provinces: Delivery typically takes 1 to 7 days, depending on the distance and the nature of the items (heavy training equipment may require longer transit times).

In some instances, deliveries may be delayed due to force majeure events (severe weather, traffic conditions, vehicle breakdowns, or warehouse dispatch issues). If you have any questions while waiting for your order, please contact the Evolve Hotline for assistance.

Evolve’s internal delivery team or our designated logistics partners assume full responsibility for the goods and any risks of loss or damage during transit from our warehouse to your location.

Inspection upon Delivery: You are responsible for inspecting the goods (exterior condition and quantity) upon arrival. If you notice any packaging tears, scratches, breakages, dents, or incorrect items, please ask the delivery personnel to make a written note and immediately contact Evolve’s Customer Service Hotline.

After Signing: Once you have signed for the delivery without noting any issues, Evolve cannot accept subsequent return or exchange requests for superficial damage (scratches, dents) or wrong items.

If you choose to use your own designated shipping carrier, you assume full responsibility for the goods and any transit risks once the items leave the Evolve warehouse.

Shipping-related errors (wrong item, missing item, shipping damage): please notify us within 48 hours of receiving your order.

Manufacturing defects (loose stitching, faulty zippers, component faults, etc.): the return/exchange window is 7 to 30 days depending on product category, as specified in the Warranty Policy.

Size/style exchanges not related to a product defect: within 7 days of delivery, provided the item is 100% unused and in its original condition.

Products are eligible for return or exchange if they meet all of the following conditions:

a. The product retains its original tags, labels and packaging, and is unused and unwashed, with no signs of prior use.

b. A valid purchase invoice or electronic order confirmation from Evolve is provided.

c. The product does not fall under a category excluded from returns (e.g. undergarments, or clearance/discounted items clearly marked “final sale” at the time of purchase).

Step 1: Contact our Hotline or email within the applicable timeframe, providing the order code and photos/videos of the defective item (if applicable).

Step 2: Our Customer Care team will confirm your request within 24-48 business hours.

Step 3: Send the product to the address designated by Evolve, or arrange pickup by our staff (depending on your area).

Step 4: Once inspection confirms the product is eligible, Evolve will process a replacement or refund within 5-7 business days.

If the fault lies with Evolve or the manufacturer: Evolve covers all two-way shipping costs.

If the return/exchange is due to a personal reason (size change, change of mind, etc.): the customer is responsible for shipping costs.

Refunds: issued via bank transfer or back to the original payment method within 5-7 business days of approval.

Products that have been used, washed, or damaged due to customer fault or external impact.

Digital products and consulting/examination services that have already been provided or accessed.

Requests submitted after the timeframe specified in Section 5.

Note – Statutory Right to Cancel a Distance Transaction: Under Article 38 of the 2023 Law on Protection of Consumer Rights, if Evolve provides inaccurate or incomplete pre-contract information for an online order, the customer has the right to unilaterally terminate the contract within 30 days of placing the order and receive a refund for the unused portion of the goods/services, free of charge. This right is separate from, and does not replace, the standard return/exchange policy above.

Free shipping may not apply to products purchased during special flash sales, shock-price events, or clearance sales.

Additional fees such as toll gates, village entry fees, or apartment parking fees must be covered by the customer.

Evolve will only hand over the goods to the recipient registered at the time of purchase. If there is an unclear change in the recipient, Evolve reserves the right to refuse delivery and request that the goods be picked up at our location.

If the delivery address is unclear, located in inaccessible narrow alleys, dangerous areas, or difficult mountainous terrain, Evolve reserves the right to refuse direct delivery and will negotiate an alternative pickup point.

If Evolve successfully delivers to the agreed location, but you decide to reject the shipment for reasons unrelated to product defects, you will be responsible for covering the two-way shipping costs.

For Heavy and Bulky Training Equipment (e.g., treadmills, weight stacks): If the delivery location involves stairs without an elevator, we kindly request the customer’s physical assistance with the delivery personnel to safely move the items.

During special holidays or festivals with traffic restrictions, delivery times may vary. Evolve will contact you directly to agree on a suitable delivery schedule.

All prices for goods and services on the website are listed in Vietnamese Dong (VND).

Unless otherwise noted, prices listed on the website include value-added tax (VAT) in accordance with current regulations, but do not include shipping fees. Shipping fees (if applicable) are calculated separately and clearly displayed to the customer before order confirmation, in accordance with the Shipping Policy.

Certain circumstances may incur additional costs beyond the listed price, such as delivery fees for remote areas, cash-on-delivery (COD) handling fees, toll fees, or other costs specified in Section 5 of the Shipping Policy. Any such surcharges will be clearly disclosed to the customer before the order is finalized.

Promotional programs and discounts are subject to the specific terms of each program, are valid for a defined period, and may not be combined with other offers unless otherwise stated. Evolve reserves the right to modify or terminate promotional programs in accordance with applicable law and will notify customers in advance.

Prices for goods and services may be adjusted from time to time without prior notice; however, the price applied to an order is the price at the time the order is successfully placed. If a pricing display error is discovered (due to technical or data-entry error), Evolve reserves the right to contact the customer to notify them and agree on a resolution (confirming the correct price, adjusting the order, or cancelling the order and refunding any payment already made) before delivery.

Before confirming an order, the system will display the full product price, applicable taxes/fees, surcharges (if any), and the total amount payable so that the customer can review and confirm before completing the transaction.

Evolve collects personal information necessary to process orders and provide services, including: full name, phone number, email address, delivery address, order details, and (where relevant) health-related information voluntarily provided in connection with a treatment or consultation. Information is only collected with the customer’s consent and where necessary for ordering, delivery, payment, and customer support purposes.

Personal information is used to: process and deliver orders; contact customers for confirmation, support, and complaint resolution; send order updates and promotional information (with the customer’s consent); and improve the quality of our products/services. Evolve does not use personal information for any purpose beyond what has been disclosed without the customer’s consent.

Personal information is retained for as long as necessary to fulfil the purpose of collection or as required by law, and will be deleted or destroyed upon customer request, except where longer retention is legally required (e.g. invoices and accounting records).

Personal information may be shared with shipping partners and payment partners (payment gateways, banks, e-wallets) solely for the purpose of delivering orders and processing payments. Evolve does not sell, trade, or rent customers’ personal information to third parties for commercial purposes.

In accordance with Law on Personal Data Protection No. 91/2025/QH15 (along with guiding Decree No. 13/2023/ND-CP), customers have the right to: be informed of data processing activities; give or withdraw consent; request access to, correction of, or deletion of their personal data; request restriction of or object to data processing; and file complaints, denunciations, or lawsuits as provided by law. To exercise these rights, please contact info@phongkhamevolve.com or Hotline: 0966 347 346.

Evolve applies appropriate technical and administrative measures (encryption, access controls, data backups) to protect personal information from unauthorized access, use, or disclosure. In the event of a data breach, Evolve will notify affected customers and the relevant authorities in accordance with applicable law.

Any questions or complaints regarding the protection of personal information are received and handled under Evolve’s general procedure for feedback, requests, and complaints. For details on contact channels, required information, handling process, and response times, see the Complaint, Feedback, and Request Handling Procedure section of this Website Policy.

Customers may submit feedback, requests, or complaints through the following official channels: Hotline: 0966 347 346; Email: info@phongkhamevolve.com; the contact form on the website; or in person at: 55 Duong so 8, Him Lam Urban Area, Tan Hung Ward, Ho Chi Minh City.

To receive prompt support, customers are asked to provide: full name, contact information (phone number/email), order code (if applicable), a detailed description of the feedback or complaint, and any relevant photos, videos, or documents.

Complaints and feedback are handled through a 5-step process:

Step 1 – Receive: Record the customer’s feedback or complaint through official channels.

Step 2 – Check: The Customer Care team reviews the information against relevant order data.

Step 3 – Verify: Verify the cause of the issue with relevant departments (warehouse, shipping, technical, etc.).

Step 4 – Propose a Solution: Propose an appropriate resolution (exchange, refund, technical support, etc.) and discuss it with the customer.

Step 5 – Process and File Records: Implement the agreed resolution and file the case for tracking and service quality improvement.

Evolve confirms receipt of feedback or complaints within 24-48 business hours and provides a resolution within 07 business days of receiving complete information. The outcome will be communicated to the customer by phone, email, or the channel originally used to make contact. This 24-48 business hour acknowledgement meets the minimum requirement under Article 31.2 of the 2023 Law on Protection of Consumer Rights, which requires businesses to notify consumers of receipt of a complaint within 3 working days.

VNPay Payment Gateway: Supports payment via domestic and international credit/debit cards (Visa, Mastercard, JCB, Napas, etc.), QR codes, and the VNPay e-wallet. Customers are redirected to the VNPay gateway to complete the transaction securely.

Once you have completed your product selection and chosen to pay via VNPay, our system will send an email/notification confirming your order. An order is considered complete once Evolve has received successful payment from the VNPay gateway.

Evolve issues electronic invoices for transactions upon customer request and in accordance with applicable tax regulations. Please provide complete invoicing details (if a company invoice is required) at the time of ordering.

All payment transactions are processed through the VNPay payment gateway — a reputable partner that meets international security standards (SSL/TLS, PCI DSS). Evolve does not store customers’ payment card information on its systems.

If a transaction error occurs (e.g. an amount is deducted but the order is not recorded, or a duplicate payment is made), please contact our Hotline: 0966 347 346 or email info@phongkhamevolve.com with your transaction details so we can investigate and process a refund within 5-7 business days.

Evolve may provide documentation showing the customer support methods currently available on the website, such as:

Hotline: 0966 347 346

Email: info@phongkhamevolve.com

Zalo Official Account (zalo.me/0966347346)

WhatsApp (wa.me/84966347346)

Fanpage Facebook (facebook.com/Phongkhamevolve)

Other customer care channels published by Evolve.

The information on the support channels above should be reviewed periodically to ensure it remains consistent with what is actually published on the website and Evolve’s official social media platforms.