Four days after news broke that 130 tons of pork infected with African swine fever were discovered in the warehouse of Halong Canfoco Joint Stock Company, Bui Thi Nga's convenience store in Tran Nguyen Han ward, Hai Phong city, received back six boxes of pate and tuna from customers.

"I refunded the customer 240,000 VND. The manufacturing company has lost its reputation; retail stores cannot operate like that," she said.

Recalled product box at a Hai Phong convenience store, 11/1. *Photo: Le Tan*

Nguyen Nhung, owner of a convenience store on Van My street, Ngo Quyen ward, stated that Halong Canfoco's sales department sent a letter affirming their products still meet quality standards, and they have not yet announced a recall policy. However, retailers have proactively stopped selling and are accepting returns and issuing refunds to customers first, before negotiating with the supplier.

In Hanoi and Ho Chi Minh City, most convenience stores accept returns and issue refunds if products are intact and purchased on the same day. Return conditions are more flexible for regular customers.

Major supermarket chains are also accepting returns and issuing refunds for Halong Canfoco products, with clearer procedures. The Bach Hoa Xanh chain accepts exchanges and refunds for customers within 7 days from the purchase date. Products eligible for a refund must have original seals and labels, be unused, and be accompanied by a receipt or order code for verification.

At Go! Go Vap on the evening of 11/1, supermarket staff stated that if customers wish to return any purchased Halong Canfoco product, the store will accept it and provide a receipt for an exchange.

Winmart also accepts returns for intact products, with no time limit on the purchase date.

Some Halong Canfoco products on the shelves of a convenience store in Hanoi, afternoon 8/1. *Photo: Viet Hung*

Nguyen Bich Hoa, general director of Minh Khai Trading Company, which owns a large supermarket in Hai Phong, stated they would refund customers who return products, but they have not yet recorded any returns.

According to retailers, for products to enter their distribution systems, suppliers must meet all legal documentation requirements, origin traceability, and product quality certifications. "We will continue to closely monitor the incident, fully implement directives from authorities, and enhance control measures to ensure food quality and safety for consumers," a retail representative said.

Following the discovery of hundreds of tons of infected pork raw material, Halong Canfoco recently announced a 14-day production halt. Previously, Truong Sy Toan, the general director, along with three other company personnel, were arrested for investigation.

Halong Canfoco was established in 1957 in Hai Phong, originally named Halong Canned Fish Factory. It currently operates three factories in Ha Long, Da Nang, and Dong Thap. They produce sausages, spring rolls, canned meat, fish, pate, and canned fruits and vegetables. The Hai Phong factory alone has an annual production capacity of nearly 1,200 tons of canned meat, over 2,200 tons of sausages, nearly 500 tons of lotus seeds, and 400 tons of canned root vegetables.