1. CONDITIONS FOR APPLICATION

This product return and refund policy (“Policy”) prescribes the contents related to the Customer's request for product return and refund after the Order has been updated successfully delivered status. This Policy is not applicable when Customer picks up the Product at the Seller’s Address in AEON MALL Shopping Mall.

This Policy is an integral part of the Regulation on operation of Website/Application Providing AEONMALL Vietnam E-Commerce Service, Terms of Use, and E-Commerce Service Contract, and may be amended and supplemented from time to time.

Unless otherwise provided in this Policy, capitalized terms, words and phrases in this Policy shall have the respective meanings as set forth in the Regulation on operation of Website/Application Providing AEONMALL Vietnam E-Commerce Service, Terms of Use, and E-Commerce Service Contract.

2. LIST OF PRODUCTS ARE NOT ALLOWED TO RETURN

- E-gift and services;

- Food;

- Products that were discounted, or sold at a special price.

3. PRODUCT RETURN CONDITIONS

3.1 Time to request return

The Customer can send request for return in the following periods:

- For the Order delivered by standard delivery method or by the Seller: Within 07 (seven) days since the Order is updated with “Successful delivery” status by the Shipping Unit or the Seller, and the Customer has not selected “Order received”.

- For the Order delivered by express delivery method: Within 24 (twenty-four) hours since the Order is updated with the status “Successful delivery” status by the Shipping Unit, and the Customer has not selected “Order received”.

When the Customer selects “Order received”, the period for requesting Return/Refund will no longer be applicable, and the Customer cannot send request for Return/Refund afterwards. Therefore, AEONMALL encourages the Customer to check and be sure about the satisfaction with the Product received before selecting “Order received” in “Order Details”.

3.2 Reasons for Product return

a. The Customer can only request for returning in the following cases:

- The Customer has paid for the Order but has not received the Product, or has not received all of the Products ordered, or received the Product that is counterfeit, imitation product, or defective Product;

- Product is damaged during delivery;

- The Customer receives the Product that is not as in the Order (for example: wrong size, wrong color, etc.);

- The Product the Customer receives is markedly different from the information provided by the Seller in the product description;

- At the time being received, the Product is expired;

- The Product is not in the List of products that not allowed to be returned;

- Return all Products of an Order, not applied for returning a part of the Order;

- Unless mentioned in this Policy, return due to Customer's change of mind shall not be accepted.

b. In case of returning request that do not fall into the cases in Section (a) above, the Seller has discussed and agreed to let the Customer return the goods:

- AEONMALL shall need the Seller to confirm these agreements;

- The Seller shall be responsible for any problem arising in the process of Product returning as well as the fees incurred for the Order including Order fulfillment fee and delivery fee (if any);

- The Customer must ensure that the returned Product complies with Clause 3.4 below.

3.3 Required evidence

The Customer is requested to provide evidence (including but not limited to photos, videos, ...) clearly showing the status of the Product received.

AEONMALL may request additional evidence if:

- The evidence provided by Customer is blurred,  cannot show the condition of the Product received, etc;

- The Seller claims the Customer's request and AEONMALL requests more evidence for consideration.

AEONMALL shall send request for evidence supplementing to the Customer via Marketplace mobile application and/or email. The Customer needs to supplement complete and comprehensive evidence on the Marketplace mobile application in acordance with the timeline required from time to time. After this timeline, if there is no further evidence from the Customer, AEONMALL shall only consider based on the prior received evidence.

3.4 Condition of returned Product

After submitting the return request, if the Seller accepts return request of the Customer, the Customer shall return the Product to the Seller according to the information on the Marketplace application.

In order to avoid the trouble arising from returning Product, the Customer should note:

- Pack returned Product following the Product Packing Regulations in the Delivery Policy of the Marketplace;

- Return the entire Product (including all accompanying accessories, VAT invoice, warranty certificate/stamp... (if any));

- Returned Product must be in the same condition as when received;

- If the packaging is not done properly according to the current packaging regulations, AEONMALL does not support return request in case the Product is broken or damaged during delivery.

AEONMALL encourages the Customer to prepare the following additional evidence for later comparison/complaint (if necessary):

- Proof of delivery/receipt of Product with full information: Shipping Unit, bill of lading code, Sender/Recipient's name, contact phone number and delivery address;

- Video clip of the packing process for the returned Product;

- Other evidence showing the returning agreement between the Customer and the Seller.

4. SELLER'S RESPONSIBILITIES

4.1 Response time for return request

Upon receipt of a return request from the Customer, AEONMALL shall notify the Seller on the Seller management system on the Marketplace and/or email and/or text message. The Seller needs to send a response on the Seller management system of the Marketplace within 02 (two) days (or other period specified by AEONMALL from time to time) from the date of receiving AEONMALL's notice.

After the above period, if AEONMALL does not receive any response from the Seller, AEONMALL understand that in this case the Seller accepts the request of the Customer, and automatically refunds to the Customer. Refund to the Customer may be implemented by AEONMALL without the status of the Customer’s returning the Product to the Seller.

4.2 Regulations on Seller's receipt of returned Product

4.2.1 General regulation on receipt of returned Product

- For Product returning by the Shipping Unit or the Customer’s self-delivering to the Seller’s Address in AEON MALL Shopping Mall:

- The Seller shall be responsible for checking the returned Product, co-inspecting the Product with the Shipper or the Customer, and confirming the original Product provided by the Seller;

- The Seller needs to take photos of the package, take photos or record video clips of the co-inspection process showing the Product’s condition during the co-inspection process.

- For Product returning by the Seller’s delivery service:

- Within 07 (seven) days from the date the Customer selects “Accept to return the Order”, the Seller needs to arrange delivery to receive the returned goods at the address requested by Customer, and update the returned Order status on the Seller’s management system of the Marketplace.

- The Seller shall be responsible for checking the returned Product – Co-inspecting the Product when receiving the returned goods, confirming the correct Product provided by the Seller;

- The Seller needs to take photos of the package, take photos or video record the co-inspection process showing the Product’s condition during the co-inspection process.

After co-inspecting the Product, the Seller should note:

a. In case the Product is intact, there is no sign of damage:

- Sign on the delivery record to confirm having received the Product with the name of a staff or the Seller’s representative, and account name of the Seller registered on the Marketplace.

- Select “Order received” on the Seller’s managemnet system on the Marketplace to confirm having received the returned goods.

b. In case the Product has problem or the Seller does not receive the returned goods:

(Some examples of Product having problem: being disassembled, losing the seal on the package, torn package... or showing signs of damage, deformation, water leakage...or the Product is different with the original Product when the Seller packs to deliver to the Customer or the parcel is empty).

- The Seller signs the co-inspection confirmation with the Shipper or the Customer, clearly states the condition of the Product at the time being delivered, refuses to receive the Product, and sends a complaint with co-inspection document and photo evidence to AEONMALL via the Seller management system on the Marketplace to serve as a basis for verification and support in compensation settlement.

- Complaint period for the Seller:

- For the Order using returning method via Shipping Unit or the Customer’s self-delivering to the Seller’s Address: Within 10 (ten) days from the date Customer selects “Accept to return the Order”, the Seller needs to track the status of the returned Order, if problem arises, the Seller needs to make a complaint on the Seller’s management system on the Marketplace to be settled.

- For Order that is delivered by the Seller: Within 07 (seven) days from the date Customer selects “Accept to return the Order”, if problem arises, the Seller needs to make a complaint on the Seller’s management system of the Marketplace to be settled.

- After the period mentioned above, if there is no complaint  from the Seller, AEONMALL will proceed the refund for Customer without the Customer’s returning the Product to the Seller. The Seller needs to follow and update the Order status frequently to complete necessary tasks.

- AEONMALL refuses to accept and settle cases where the Seller has signed in delivery record and received the Product, then a complaint arises after the Shipper has left or the Seller processes the request of complaint after the above regulated period.

c. In case the Seller refuses to receive the returned Product:

After 03 (three) times of unsuccessful Product returns, the  Shipping Unit shall confirm the status of fail returning parcel. Within 02 (two) days from the date of AEONMALL's notice and the Seller still refuses to receive the returned Product without proper reason, it is understood that the Seller has abandoned the Seller’s ownership of the Product and AEONMALL shall have the right to handle the Product and to reject any complaint from the Seller.

5. PRODUCT RETURN PROCESS

5.1 The Customer needs to take steps to return Product on time. If the Customer does not process within the period of each step, the request shall be automatically cancelled or processed in accordance with AEONMALL's regulations.

5.2 The process of return is as follows:

Step 1:

Request for Return/Refund must be made on the Marketplace.

The Customer logs in the account used to order, select the Order want to return, and send a request to return Product by clicking the “Return/Refund”button.

Step 2:

The Customer fills in the following information: Reason for Product return, Detailed description and photo attached, Contact information, Refund method, Delivery method.

a. For Order delivered by the Shipping Unit, the Customer can choose 1 of the  2 following delivery methods to return:

(i)  The Customer directly bring the returned Product to the Seller’s Address at AEON MALL Shopping Mall from which the Product is ordered.

(ii)Through the Shipping Unit: the Customer proceeds the return via delivery service of the Shipping Unit connected on the Marketplace by 1 of the 2 following ways:

- Bring to the post office: the Customer sends the returned Product at the post office.

With this method, the Customer will:

- Choose the post office of the shipping partner as listed.

- Bring the package to the post office for return.

- The Shipping Unit picks up: the Customer sends the returned Product to the Shipping Unit at the Address requested by the Customer

- Choose a pickup address,

- The Shipping Unit comes to pick up the package as the information chosen by Customer.

b. For Order delivered by the Seller, the returning package will be delivered by the Seller.

The Customer selects “Send request” to confirm the request to Return/Refund.

Step 3:

The return request is forwarded to the Seller.

- In case the Seller accepts the Return/Refund request: Within 02 (two) days from the date of receiving the confirmation notice from the Seller, the Customer needs to select “Accept to return the Order” to confirm the return to Seller.

After the period mentioned above, if there is no response from the Customer, the Customer agrees that AEONMALL have the right to cancel the Return/Refund request and stop supporting settlement.

- In case the Seller declines the Return/Refund request, within 02 (two) days from the date receiving the response from the Seller, the Customer can make a complaint on the Return/Refund Details of that Order.

After the period mentioned above, if there is no response from Customer, AEONMALL understand that the Customer agrees with the response from Seller and cancel the Return/Refund request.

Step 4:

In case the Seller confirms accepting the request of Return/Refund, the return process will be implemented as follow:

a. For the returning delivery method via the Shipping Unit:

- The Shipping Unit shall come and pick up the package following the information details selected by Customer within 03 (three) days from the date Customer selecting “Accept to return the Order”; or

- The Customer sends the returned package at the post office within 03 (three) days from the date the Customer selects “Accept to return the Order”.

b. For the returning delivery method of Customer self-delivery:

The Customer directly brings the returned goods to the Seller’s Address at AEON MALL Shopping Mall within 10 (ten) days from the date the Customer selects “Accept to return the Order”.

c. For the returning delivery method of Seller self-delivery:

The Seller shall arrange delivery to receive the returned goods at the address requested by Customer within 07 (seven) days from the date the Customer selects “Accept to return the Order”.

d. For any returning delivery method, the Customer needs to ensure that the Order is returned to the Seller following the instruction below:

(i)     Pack the returned Product in accordance with the Product Packing Regulations in AEONMALL’s Delivery Policy;

(ii)  Print the return slip or handwrite the return information on the package with the following information:

- Subject “Return to AEONMALL”

- Order number;

- Bill of lading code;

- Return request code;

- Seller’s return address (name of store, name of AEON MALL Shopping Mall);

- Customer’s pick-up address.

To collect the information about the Order number, bill of lading code, Return/Refund request code, Seller’s package return address, the Customer selects Return/Refund Details of that Order.

*The Customer is required to attach: Sales invoice; Value-added invoice (if any); Accessories accompanying the Product and accompanying promotional gifts (if any); The return request form needs to be printed and included in the package.

Step 5:

The Seller receives and checks the Product. The Seller shall notify and update the Customer on the status of the return request.

Step 6:

The Customer receives the refund.

5.3 In case a dispute about returning method arise between the Seller and the Customer, if the 2 parties cannot negotiate and jointly agree to require AEONMALL to make decision, AEONMALL's decision shall be the final.

5.4 Delivery fees relating to returning Product (if any) shall be prescribed in Types of AEONMALL Vietnam E-Commerce Marketplace Fees with the link: https://shop.aeonmall-vietnam.com/pages/en/cac-loai-phi.html

6. TRACKING OF RETURN ORDER

The Customer and Seller can track their returned Order by their bill of lading code of that Order on the website/ application of thes Marketplace.

7. REFUND

7.1 Refund Conditions

AEONMALL shall only refund the Customer when the Customer meets one of the following cases:

(a)      Customer’s Order meets all return conditions provided in Article 3 of this Policy. The Customer has proceeded the Product return to the Seller following the instruction in Article 5 of this Policy and the Seller confirms having received the returned Product without any complaint. In case the Seller complains about the returned Product, the refund request will be hold by AEONMALL, pending for complaint settlement result;

(b)     The Customer accepts the Seller's offer of refund without returning the Product;

(c)      AEONMALL shall automatically refund the Customer in case the Seller does not respond within the regulated period.

7.2 Refund method

- For Order using online payment method: Refund shall be made corresponding to the Customer's payment method. For the avoidance of doubt, in case the Customer chooses online payment method including but not limited to payment via Domestic card/International card/E-wallet/QR/Electronic voucher and other non-cash payment methods permitted by law, the refund amount shall be refunded directly to the correct account that the Customer has used to pay for the relevant Order. Refund time depends on Customer's card issuer bank.

- For Order that the Customer pays in cash:

- The refund shall be made via bank transfer when the Customer fills in the return application form on the Marketplace. The Customer must ensure the information filled in the return application form is accurate.

- In case the refund is unsuccessful because the information provided by Customer on the return application form is inaccurate, AEONMALL shall notify the Customer on the Marketplace so that the Customer can refill the information witin 2 (two) days from the time of AEONMALL’s sending notification.

*The Customer please note that:

+ The refilling of information shall be updated 1 (one) time only.

+ If the information provided in the second time is inaccurate, the Customer agrees that AEONMALL has the right to cancel the Refund request and stop supporting settlement.

- The Customer shall not be able to change the refund method once the return application form has been filled.

- Refund time depends on the Customer's card issuer bank.

8. CONTACT BETWEEN SELLER AND CUSTOMER

AEONMALL encourages the Customer to actively contact the Seller to negotiate and resolve with each other through the communication channels provided on the Marketplace when there are any problems arising during the return/refund process.

9. COMPLAINT SETTLEMENT

If there are any complaints arise during the process of returning a Product, the Seller and the Customer have the right to submit a complaint according to the instructions in the Dispute and Complaint Settlement Procedure. The Seller and the Customer mutually agree that from the time AEONMALL receives the notice and information related to this claim of Order, after AEONMALL’s review, if in the case of refund, AEONMALL has the right to deduct the payment amount from the Seller’s Sale of the latest payment installment when the final decision on the disputes settlement between the Seller and Customer is reached.

 

 

This policy was updated and published at 09/05/2024