By using the delivery service integrated on the Marketplace, the Customer and the Seller acknowledge and agree to the requirements, and/or applicable terms set out in this Delivery Policy (“Policy”). AEONMALL reserves the right to amend this Policy at any time.
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.
AEONMALL shall not support delivery in the following cases:
a. Product on the List Of Products Not Supported For Delivery On AEONMALL VIETNAM E-Commerce Marketplace. Details are at […] (“List Of Products Not Supported Delivery”).
AEONMALL shall be exempt from all related responsibility if the Product mentioned in this Section (a) is still handed over by the Seller to the Shipping Unit for delivery to the Customer.
b. The Order with a value greater than 10,000,000 (Ten million) Dong (Value of the Order includes values of all Product(s) at the time the Customer placing the Order, without applying discount coupon from the Marketplace, discount coupon from the Seller, and delivery fee).
c. The Order with signs of fraud, taking advantage of the Policy of AEONMALL.
d. The Customer and Seller do not follow AEONMALL's delivery instructions, regulations and recommendations set forth in this Policy or during direct communication with AEONMALL’s staff.
e. The Seller violates any provision of E-commerce Service Contract, and the Policy of AEONMALL.
f. Delivery is required to return the Product to the Seller, but the return request timeline specified in the Product Return and Refund Policy has been exceeded. The process of returning the Product in this case shall be handled based on a separate agreement between the Customer and the Seller.
g. The Order that violates the quantity and purchase value limit according to each promotion program. Details shall be announced according to each program.
h. Other Products not supported in delivery as announced by AEONMALL from time to time.
i. Delivery request is made beyond the scope or time of service set forth in this Policy.
j. Parcel exceeds the weight and size limits specified by the Shipping Unit. Parcel in this term is construed as a package containing one or more Products packed by the Seller in accordance with the Policy (if any) and approved by AEONMALL to assist in delivery (“Parcel”).
- With standard delivery method: The Parcel exceeding 50kg and/or any dimension exceeding 150cm.
- With express delivery method: The Parcel exceeding 30kg and/or the dimensions exceeding (50cm length x 40cm width x 50cm height).
a. The Parcel with wrong weight and/or size compared to that declared by the Seller
According to the regulations of the Shipping Units, the weight used for fee calculation is the highest weight level when comparing the actual weight and the converted weight of the Parcel.
Actual weight: The Parcel is actually weighed to determine the weight.
Converted weight: The weight of the Parcel is calculated according to the formula converting from the height, length and width of the Parcel by unit of centimeter (cm). The specific formula is as follows:
Converted weight = (Length x Width x Height)/5.000
- With standard delivery method: If the actual size or weight of the Parcel exceeds the size or weight declared by the Seller and incurs an additional delivery fee, the Shipping Unit shall charge such additional delivery fee for this exceeding. AEONMALL shall collect this additional delivery fee from the Seller by deducting this amount in the Sales Proceeds reconciliation period and then pay it to the Shipping Unit.
- With express delivery method: If the actual size or weight of the Parcel exceeds the level specified by the Shipping Unit due to the incorrect declaration of the Seller, the Shipping Unit shall refuse the delivery order, the Order shall be automatically cancelled by the Marketplace. To avoid this violation and increase the number of successful Orders, the Seller shall declare the actual weight and size of the Parcel correctly.
b. Fragile Product
For the Product made of: thin plastic, glass, crystal, crockery, porcelain, ceramic, earthenware, plaster, products with liquid inside, etc., there is a great risk during delivery if there is no separated delivery and warning mode. Therefore, AEONMALL reserves the right to refuse delivery if the Product is judged to be a great risk during delivery or because the Shipping Unit does not meet the conditions to deliver such Product.
If the Seller still wants to sell these Products, requires AEONMALL to provide delivery and AEONMALL agrees to provide, then AEONMALL and the Shipping Unit shall be waived from all responsibility in respect of any damages or complaints arising from the delivery of this Product, except in the case of the Shipping Unit's fault. The Seller must wrap the Product to ensure its safety during delivery, and attach a warning note on the outside of the Parcel as required by this Policy or as directed by AEONMALL.
c. Product that is easily damaged due to Product characteristics
List of Products that are easily damaged during delivery due to Product characteristics:
|
Characteristic |
Examples |
Note |
|
The Product is easy to leak solution or gas, easy to metamorphose/ change the smell under the influence of environment, light, temperature. |
Perfume; Cosmetics under the type of solution or compressed liquid, compressed air, etc. |
Especially imported Products with production conditions, environment and climate in different modes with the Vietnamese environment. |
|
The Product is easy to crack/ break the surface, melted under the influence of the environment, light, temperature. |
Makeup cosmetics such as lipstick, blush, eyeshadow, foundation and other products with special storage requirements. |
Especially imported Products with production conditions, environment and climate in different modes from the Vietnamese environment. |
|
The Product is capable of causing fire and explosion due to high pressure or ingredients containing flammable and explosive substances. |
Sprays such as hair spray, deodorant spray, insect spray, room spray, etc. |
Especially when delivering by air without clear declaration or when delivering in a high-temperature environment that causes the gas to expand. |
For the Product with the above-listed characteristics or similar characteristics, the possibility of risks during delivery is very high, therefore AEONMALL reserves the right to refuse delivery or still provide delivery if required by the Seller but AEONMALL and the Shipping Unit shall be waived from all responsibility in respect of any damages or complaints arising from the delivery of this Product, except in the case of the Shipping Unit's fault.
d. Product prohibited for delivery by air
The Parcel containing the following Products is prohibited from being delivered by air:
- Gases (Gas cans, room sprays, insect sprays, hair sprays, oxygen tanks for breathing, etc.).
- Flammable liquids (Paint, gasoline, oil, alcohol, alcoholic beverage, glue, perfume, etc.).
- Flammable solids (Metal powder, chemical powder, etc.).
- Oxidizing agent.
- Poisons and potentially infectious substances: pesticides, viruses that cause diseases in humans or animals, such as blue ear disease in pig, H5N1 virus in poultry, hepatitis B virus in humans, specimens in humans and animals that need to be tested in laboratories, radioactive substances, etc.
- Corrosive substances, including acids, accumulators, batteries, etc.
- Products with magnetic fields (Magnets, etc.)
- Electronic equipment with charge: Batteries, power banks, cell phones, battery-powered shavers, etc.
- Metal (weight over 200g).
- Gels (creams, cosmetics) with a volume of more than 50ml.
- Liquids: water of all kinds - volume over 500ml.
- Vehicle spare parts/accessories (cars, motorcycles, bicycles...).
- Other Products on the list of goods prohibited to be delivered by air according to the policy of the air delivery service provider or the State's regulations from time to time.
Delivery time for the Parcels containing the above Products shall last an average of 2-4 days because the Shipping Unit has to use land transportation to deliver the Parcels. The Seller should note this list, make detailed notes of the Product type on the Parcel to avoid the Parcel being seized, destroyed, delayed or unable to be delivered due to regulatory violations.
In the case that the Product:
- is paid online by the Customer 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, and
- has special characteristics and/or requires installation, directly guide user, and/or the value of the Product exceeds a permitted amount in the delivery service by Shipping Unit, and/or of the Products that are out of the Shipping Unit's scope of delivery services as stated in the List Of Products Not Supported Delivery,
the Seller providing the mentioned above Products can propose for AEONMALL’s consideration and approval for Seller to self-deliver these Products. For other Products not in the case mentioned above, Seller is not allowed to self-deliver.
In the case that AEONMALL has approved the Seller to self-deliver, the Seller must ensure the packaging of the Products, commitment to quality, update delivery status on Seller’s management system, and follow other requirements as specified in this Policy and other provisions of the Policy of AEONMALL.
In case the Customer selects the method of self-pickup at the Seller’s store in AEON MALL Shopping Mall, the Seller needs to confirm the Order and prepare the Product as in the Order requirement within 02 (two) days from the date of receiving the Order information. The Customer shall visit the Seller’s store and receive the Product herein.
The Customer shall handle delivery of the Product at their own expense. The Customer agrees to keep AEONMALL and the Seller free from complaints, conflicts, damages in respect to any problem that arises for the Product during delivery, including but not limited to the Product being seized, destroyed by the State authorities; the Product being broken.
1. General requirements
All Products must be packed in a complete Parcel, sealed by the Seller before delivery, and the Seller undertakes that the Parcel must contain the correct and complete Products as the Order. The Shipping Unit shall only accept and delivery the Parcel on the principle of “intact condition”, and shall not be responsible for inside contents of the Parcel if the Parcel is delivered to the receiver and/or returned to the Seller in the status of sealed, and the packaging is not torn, not broken, not wet or dented, unless there is a basis to prove the fault of the Shipping Unit.
The packaging of all Parcels must contain the following information:
a. Receiver’s information, including: Receiver's name, receiver's address and phone number (hidden encryption);
b. The Seller’s information, including: Seller’s name, sending address
c. The Order's bill of lading code;
d. The Order code on the Marketplace system (optional);
e. Name of the Shipping Unit;
f. Warning note for the Product with conditional delivery request as described in Section 2, Article I of this Policy, for example: “Fragile”, “Cannot be delivered by air”, etc.
To ensure the safety of the Products, AEONMALL recommends the Seller to include a legal invoice, documents proving legit origin and meeting the conditions provided by laws of the Products in the Parcel (if any). The legal invoice is the basis for the complaint handling process such as: determining the market price of the Product, ensuring the Product is in proper circulation, not being confiscated by the authorities, etc.
The Product is delivered to the Customer in the following methods:
(i) For Product in physical form (depends on the Customer's choice):
+ The Shipping Unit shall pick up the Product at the Seller's Address within 03 (three) days from the date the Seller confirms the Order and proceeds delivery to the Customer in accordance with provisions in this Policy; or
+ The Customer comes to pick up the Product at the Seller's Address within maximum of 07 (seven) days from the date Seller confirms the Order and prepare the Products as in Order to be ready for Customer’s picking up; or
+ With the agreement of AEONMALL, the Seller shall self-deliver the product to the Customer. In this case, Seller shall comply with and be responsible for the packing, delivery of the Product to the Customer, updating the delivery status on the Seller’s management system on the Marketplace, and other requirements in accordance with provisions in this Policy; wherein, the timeline to start delivering and update “Delivering” status is within 03 (three) days from the date the Seller confirms the Order, the timeline to successfully deliver to Customer and update “Successful delivery” status is within 07 (seven) days from the date of updating “Delivering” status.
(ii) For the Product in the form of codes, online cards: codes, online cards shall be sent to the Customer via email or message, and shall be displayed in “Order Details” immediately after the Customer makes successful payment.
a. General packing regulations
The Seller is responsible for packing the Order in accordance with the standards if the Seller uses the delivery method provided by the Shipping Unit.
In case the Parcel is not packed in accordance with the provision of this Policy, the delivery staff of the Shipping Unit shall instruct re-packing or has the right to reject delivery of the Parcel.
The Seller must be solely responsible if damage/breakage occurs during delivery if packaging is not carried out in accordance with the provisions of this Policy.
b. Packing regulation for regular Product
In the case of the Product delivered by standard or express delivery method (excluding Product in Section c below), the Seller must pack the Product in accordance with the instructions below:
|
Product type |
Packing regulation |
|
The Products that are not fragile/ easily dented, not liquid, no special preserving/delivery condition required (Eg: clothing, diapers, etc.) |
- Use 2-3 layers of foam or 3-5 layers of shrink film to cover the outside of the Product - Use air bubble sheet or 2.5 cm thick foam on all 6 sides of the Product to fix the Product snugly - Put the Product in the carton box or bubble foam bag - For air-dried food: + Use waterproof packaging, vacuum packaging, wrap shrink film thoroughly around the Product to avoid spreading odors + For the Products not having available packaging from the manufacturer: it is necessary to use additional shrink wrap on the outside of the box to minimize the external impact such as mice, insects. |
c. Regulation on packing the fragile Product
In case the fragile Product is delivered by standard or express delivery method, the Seller must pack the Product in accordance with the classification of the Product, as instructed below:
|
Product type |
Packing requirements |
|
The Products with the biggest length of less than 150 cm (for standard delivery method) and less than 50 cm (for express delivery method), are fragile/dented (eg: crockery, porcelain, glass, mirror, glasses, etc.) |
- Use bubble foam to wrap 3 rounds on the length side, 3 rounds on the width side, and use tape in 2 layers to reinforce and seal the Product. - Use air bubble sheet or 3-5 cm thick foam on all 6 sides of the Product to fix the Product snugly. - Put the Product in a carton box, use tape to seal all corners and sides to avoid leakage/being dented due to collision. - Affix the "Fragile goods" stamp outside the box. - Note: + If there are 2 or more Products, it is necessary to insert foam/paper/bubble foam among the Products to avoid collision during delivery. + For the Products of high value, need to affix additional seal-break stamp of the Seller at the joints of the box. |
|
Products with the biggest length of less than 150 cm (for standard delivery method) and less than 50 cm (for express delivery method), are easily fragile/dented, and contain liquid (including Products containing alcohol) or Products are cans, bottles, jars (eg: cosmetic in fragile jars, bottles, formula milk, etc.) |
- Fix the lid of the Product by 2-3 layers of tape, cover the body and bottom of the Product by plastic bags to avoid leakage. - Use bubble foam to wrap 3 rounds on the length side, 3 rounds on the width side, and use 2 rounds of tape to reinforce and seal the Product. - Use air bubble sheet or 3-5 cm thick foam on all 6 sides of the Product to fix the Product snugly. - Put the Product in a carton box, use tape to seal all corners and sides to avoid leakage/being dented due to collision. - Affix the "Fragile goods" stamp outside the box. - Note: + If there are 2 or more Products, it is necessary to insert foam/paper/bubble foam between the Products to avoid collision during delivery. + The Product is a liquid sold in cartons/batches preserved in packing from the manufacturer: 3-ring bubble foam in length, 3-ring in width, 2-ring tape to seal the outside of the carton/batch Products. + For Products of high value, need to affix additional seal-break stamp of the Seller at the joints of the box. |
|
The Products are electronic products of small size and high value, with the biggest length of less than 150 cm (for standard delivery method) and less than 50 cm (for express delivery method) (eg: cell phone, camera, video recorder, laptop, etc.) |
- Use 2-3 layers of bubble foam to cover all 6 sides of the Product. - Use air bubble sheet or 3-5 cm thick foam on all 6 sides of the Product to fix the Product snugly. - Put the Product in a carton box, use tape to seal all corners and sides to avoid leakage/being dented due to collision. - Affix the "Fragile and high valued goods" stamp outside the box. - Note: + If there are 2 or more Products, it is necessary to insert foam/paper/bubble foam between the Products to avoid collision during delivery. + 2 layers of seal: ++ If manufacture’s sealing is available: The Seller only needs to add 1 layer of Seller’s sealing outside of the carton box. ++ If manufacture’s sealing is not available: it is necessary to add 1 layer of sealing outside of the Product, and 1 layer of sealing outside of the carton box. |
a. Regulations on printing and affixing delivery label on Parcel
The Seller needs to affix the delivery label printed according to the prescribed form of the Marketplace outside the Parcel and ensure that the delivery label has all the information specified in Section 1, Article II of this Policy and hand over the Parcel to the Shipping Unit according to the Order information.
b. Regulations on documents accompanying the Parcel
The Seller needs to provide full invoices and valid documents of the Product when handing over the Parcel to the Shipping Unit in accordance with the law. In case there are not enough invoices and supporting documents on the way of delivery, then:
- The Seller is responsible for providing the government authorities the invoices and documents of the Product fully within 03 (three) days from the date there is the request of AEONMALL or authorities in case the Product is inspected and detained by authorities. AEONMALL shall coordinate with the Seller and the Shipping Unit during the investigation. AEONMALL shall refuse to assist in the settlement if the Seller fails to provide valid invoices and documents within the above time, resulting in the Products being confiscated.
- In case the Product is damaged, dropped or broken during delivery process, the Seller is responsible for providing valid invoices fully to ensure the right to receive compensation from the Shipping Unit. AEONMALL is not responsible for handling cases where the Shipping Unit refuses to compensate or partially compensate because the Seller does not provide the necessary documents in accordance with the law.
a. For standard delivery method
When handing over the Parcel to the staff of the Shipping Unit (“Shipper”), the Seller must require the delivery receipt (“Receipt”) from the Shipping Unit, the Shipper and the Seller sign and write full name on the Receipt with the date of handing over the Parcel to the Shipper.
In case at the time of handing over the Parcel, the Shipper does not have available Receipt or does not have enough Receipts of the Shipping Unit for any reason, the Seller may issue handwritten Receipt for the Parcels that have not yet had the Receipt of the Shipping Unit, and ask the Shipper to sign for confirmation with full name, the bill of lading code, the phone number and the name of the Shipping Unit with the date of handing over the Parcel to the Shipper.
The Shipper, when being handed over the Parcel, shall bring the employee card and uniform of the Shipping Unit. The Seller should note that the signature and full name of the Shipper on the Receipt must match the name on the employee card.
The Receipt that has been signed by the parties must be kept by the Seller for at least 03 (three) months from the date of signing the Receipt.
b. For express delivery method:
When handing over the Parcel to the Shipper, the Seller must require the Shipper to take photos and/or record video of the Parcel handing over process.
The Shipper, when being handed over the Parcel, shall wear the Shipping Unit’s uniform.
AEONMALL refuses to receive and handle complaints arising in case the Seller fails to ensure full compliance with the above provisions.
When posting the Product, the Seller provides the correct weight, measurements of three 03 (three) dimensions (length-width-height) of the Parcel according to the conversion instructions, and pays the additional delivery fee incurring by the difference between the actual and declared size, weight (if any) as in Section 2.a, Article I of this Policy.
When purchasing Product on the Marketplace, the Customer can choose 01 (one) of the following 02 (two) delivery methods provided by the Shipping Unit as below:
- Standard delivery method, or
- Express delivery method.
AEONMALL does not support merging placed Orders in case the Customer places 02 (two) separate Orders or more at different times (even on the same day). The Customer may cancel the placed Orders (if permitted according to the Policy of AEONMALL) and combine the Products in such canceled Orders into a new Order or accept the delivery fee shown on all Orders placed separately.
The Marketplace provides delivery service - nationwide freight for the Product purchased through the Marketplace. The scope of delivery corresponding to the delivery methods are as follows:
- Standard delivery method: Applicable to the Orders delivered within the province, within the region, and inter-region.
- Express delivery method: Applicable to the Orders which receiver's address is in the following inner provinces/ cities:
+ Hanoi City: Hoan Kiem District, Ba Dinh District, Tay Ho District, Hai Ba Trung District, Dong Da District, Cau Giay District, Nam Tu Liem District, Bac Tu Liem District, Hoang Mai District, Thanh Xuan District, Long Bien District, Ha Dong District, Thanh Tri District;
+ Ho Chi Minh City: District 1, District 2, District 3, District 4, District 5, District 6, District 7, District 8, District 9, District 10, District 11, District 12, Tan Binh District, Binh Thanh District, Phu Nhuan District, Thu Duc District, Go Vap District, Binh Tan District, Tan Phu District;
+ Binh Duong Province: Thu Dau Mot City, Di An City, Thuan An City.
a. Standard delivery method
|
Delivery area |
Estimated delivery time |
|
Inner-province area |
1 day |
|
Inner-region area |
From 1 to 2 days |
|
Inter-region area |
From 2 to 3 days |
b. Express delivery method
|
Delivery area |
Estimated delivery time |
|
Located within a radius of 5km from AEON MALL Shopping Mall where the Customer places orders |
Within 2 hours |
|
Located outside a radius of 5km from AEON MALL Shopping Mall where the Customer places orders |
For each additional 1km, the estimated delivery time is increased by 5 minutes |
Delivery time is calculated from the time the Seller successfully hands over the Parcel to the Shipping Unit to the time the Shipping Unit does the first call with the Customer to deliver the Parcel.
Delivery service operates from Monday to Sunday every week.
Delivery time frame:
- Standard delivery method: Delivery time frame of the Shipping Unit is from 8:00 am to 6:00 pm
- Express delivery method: Delivery time frame of the Shipping Unit is from 10:00 am to 5:00 pm
To track the progress of processing and delivering the Order, the Customer needs to log in the Marketplace by the Account used to place the Order, find the “Profile” > “Orders” > Select the Order need to track.
For the Orders having delivery fee, this fee shall be quoted depending on the following factors:
- Weight and size of the Parcel;
- Distance between the delivery address and the Seller's warehouse at AEON MALL Shopping Mall or the warehouse mutually designated by AEONMALL and the Seller.
a. For the Customer
To check the delivery fee of the Order, the Customer enters the delivery address, the delivery fee shall be displayed in the "Delivery fee" section.
Not affecting other provisions of this Policy, the Customer shall bear the delivery fee in case the Order has been prepaid by the Customer but failed to deliver the Order because the Shipping Unit cannot contact the Customer to deliver the Parcel despite all efforts as specified in Article IV of this Policy. The payment of delivery fee is detailed in the Types of AEONMALL Vietnam E-Commerce Marketplace Fees follow the link: https://shop.aeonmall-vietnam.com/pages/en/cac-loai-phi.html.
b. For the Seller
During the operation process, depending on the Order’s status or amendment to weight and size of the Order, Seller shall pay all fees incurred related to delivery as detailed in the Types of AEONMALL Vietnam E-Commerce Marketplace Fees following the link above.
The Customer can only change phone number/ order delivery information after placing the order if meeting the following requirements:
- The Order is at the “Waiting for confirmation” status, the Seller has not confirmed the Order and proceeded to hand over the Order to the Shipping Unit.
- The Customer has not completed the payment process, or the Customer’s payment is not yet verified.
- The Customer has not requested to change the delivery address for this Order (For each Order, the Customer can only change the delivery address once).
- Applied for standard delivery method only.
- The delivery address must be in the area supported for the chosen delivery method.
- The changes in delivery address shall not change the estimated delivery fee of the Order.
If all the above requirements are met, the Customer can proceed with the request to change delivery address information.
To request changing phone number/delivery address, the Customer please follow the steps below:
- Step 1: Find “Profile” > “Order” > “Waiting for confirmation” > Select the Order needs to change phone number/delivery address information.
- Step 2: Select “Change address” at the Order information > In the “My Addresses” list, select a new delivery address from previously created addresses or “Add new address”.
- Step 3: Select “Agree” to confirm the change to the new delivery information.
The Seller sends the Product to the Customer through the Shipping Unit. However, there is a risk of damage or breakage during the delivery of the Product, and the delivery service associated with the Marketplace does not allow the Customer to inspect the inside of the Parcel before agreeing to receive the Parcel; therefore, AEONMALL encourages the Customer to fully perform the following inspection steps to protect the Customer's benefits:
- Step 1: When receiving the Parcel from the Shipping Unit, the Customer checks the external elements of the Parcel such as: Information of buyer, the Product information, the Seller information; whether the condition of the Parcel's packaging showing signs of damage or not; and other factors.
If the Customer finds a Parcel defect at this step, the Customer may request the Shipper to confirm and return the Parcel. The rejected Parcel shall be returned by the Shipper to the Seller's warehouse or returned to the Shipping Unit's warehouse for further steps to verify or determine the extent of damage and compensation.
- Step 2: After the Customer has agreed to receive the Parcel, and fully paid the Shipper (unless the Customer has made online payment in advance), the Customer can unpack the Parcel and check the Product. AEONMALL encourages the Customer to take photos of the Parcel before and after receiving it, or take a video of the process of opening the Parcel and inspecting the Product, as evidence if there is a dispute later.
If the Customer discovers a defect in the Product after unpacking the Parcel at this step, the Customer shall follow the procedure in the Product Return and Refund Policy.
Note:
- Inspection of the Parcel or Product mentioned above does not include the unsealing of the Product's own seal.
- AEONMALL is not responsible for handling complaints about missing the Parcel or Products, Parcel or Product status, or wrong delivery of Parcel after Customer has selected “Order received” at “Order Detail”.
- The Order is considered unsuccessful delivery when:
+ For standard delivery method: The Shipping Unit has made efforts to deliver the Parcel to the Customer at the delivery address at least once a day, and for maximum 03 (three) times, but cannot contact the Customer via the phone number registered by Customer in the Order following the process, and afterwards, the Customer does not respond after receiving the delivery reminder notification from the Marketplace within 48 (forty-eight) hours since the Shipping Unit cannot contact the Customer.
+ For express delivery method: When the Shipping Unit has made efforts to contact maximum of 03 (three) times (the time between the first call and the last call is maximum of 10 minutes) to deliver the Parcel to the Customer but cannot contact the Customer via phone number registered in the Order following the process.
In case the Order is unsuccessfully delivered as mentioned above, AEONMALL shall automatically cancel the Order, and proceed refund in accordance with Section 7, Article III of this Policy, the Shipping Unit shall deliver the Parcel of the unsuccessful delivered Order back to the Seller.
Any complaint or dispute related to delivery shall be resolved in accordance with the Dispute and Complaint Settlement Procedure and the provisions of this Policy. In any case, the final decision shall be made by AEONMALL.
Complaint timeline:
a. Products are damaged
- For standard delivery method or the Seller self-delivery:
+ Within 07 (seven) days from the date the Customer receives the Parcel and the Shipping Unit or Seller updates status “Successful delivery” (in the case of the complaint by the Customer) or;
+ In case the Shipping Unit unsuccessfully delivers the Parcel to the Customer and delivers the Parcel back to the Seller, the Seller needs to co-inspect the returned Product with the Shipper to determine the Product’s condition at the time of handing over and receiving goods. Within 02 (two) days from the date the Shipping Unit updates “Successful return” status, the Seller shall complain on the Seller’s management system (in case of the complaint by the Seller).
- For express delivery method:
+ Within 24 (twenty-four) hours from the time Customer receives the Parcel and the Shipping Unit updates “Successful delivery” status (in case of a complaint by the Customer) or;
+ In case the Shipping Unit unsuccessfully delivers the Parcel to the Customer and delivers the Parcel back to the Seller, the Seller needs to co-inspect the returned Product with the Shipper to determine the Product’s condition at the time of handing over and receiving goods. Within 05 (five) hours from the time the Shipping Unit updates “Successful return” status, the Seller shall complain on the Seller’s management system (in case of the complaint by the Seller).
b. Does not receive the Parcel in reality
- For standard delivery method or the Seller self-delivers:
+ Within 07 (seven) days from the date the Shipping Unit or Seller updates “Successful delivery” status and the Customer still has not received the Parcel in reality (in case of the complaint by the Customer), or;
+ In case the Shipping Unit unsuccessfully delivers the Parcel to the Customer and delivers the Parcel back to the Seller, the Seller needs to follow the status of the returned Parcel. Within 05 (five) days from the date the Shipping Unit updates “Return” status, or within 02 (two) days from the date the Shipping Unit updates “Successful return” status, and the Seller has not received the Parcel in reality, the Seller shall complain on the Seller’s management system (in case of the complaint by the Seller).
- For express delivery status:
+ Within 24 (twenty-four) hours from the time the Shipping Unit updates “Successful delivery” and the Customer has not received the Parcel in reality (in case of the complaint by the Customer) or;
+ In case the Shipping Unit unsuccessfully delivers the Parcel to the Customer and delivers the Parcel back to the Seller, the Seller needs to follow the status of the returned Parcel. Within 15 (fifteen) hours from the time the Shipping Unit updates “Unsuccessful delivery” status, or within 05 (five) hours from the time the Shipping Unit updates “Successful return” status, and the Seller has not received the Parcel in reality, the Seller shall complain on the Seller’s management system (in case of the complaint by the Seller).
c. Wrong delivery fee resulting in missing Product sales (Only applicable to the Seller)
Within 07 (seven) days from the date on which the amount of the sales of the Products of the Order is transferred to the Seller.
Channel for receiving complaints about delivery: The Customer, Seller can submit complaints according to the provisions of the Dispute and Complaint Settlement Procedure or via Hotline (support time from 08:30 - 22:00 from Monday to Sunday) according to the information below:
- AEON MALL Hai Phong Le Chan shopping mall - Hotline: 0225 3525 888
- AEON MALL Binh Duong Canary shopping mall - Hotline: 0274 6259 333
- AEON MALL Ha Dong shopping mall - Hotline: 0243 7576 999 (ext. 135)
- AEON MALL Binh Tan shopping mall - Hotline: 190063692
When requesting a complaint or following AEONMALL's request, the Seller/Customer, depending on the case, needs to provide the following information to AEONMALL:
(i) For the Seller
- Order code/bill of lading code and photo or original fully signed Receipt.
- Photo/Video record of the Parcel packaging condition when the Parcel is returned to the Seller.
- Photo/Video record of the original Parcel packaging condition when the Seller handed over it to the Shipper that the Seller performs in accordance with the provisions of Section 3, Article I of this Policy, or the original Product/Parcel condition when the Seller sends to Customer in case the Customer self-picks up.
- Photo/Video record of the damaged part of the Product that makes the Product unable to be used and operated normally.
- Video recording the Product packaging process, which ensures that there is content showing the Seller has packaged the Products in accordance with the provisions of Section 2, Article II of this Policy, affixed and/or written the notes on the outside the Parcel containing such Product with full and correct information of the Order as set forth in Section 3, Article II of this Policy.
- Other evidence as required by AEONMALL (if any).
(ii) For the Customer
- Photo/Video record of the Parcel packing status when the Parcel is delivered to the Customer, or when receiving the Product/Parcel from the Seller in case the Customer self-picks up.
- Video recording the process of the Customer unpacking, opening the Parcel and checking the Product.
- Photo/Video record of the damaged part of the Product that makes it impossible to use and operate normally.
- Video recording the process of packing the Product requested for return, which ensures that there is content showing the Customer has packed the Product in accordance with the provisions of Section 2, Article II of this Policy, and affixed the correct return slip, with the correct bill of lading code on the outside the Parcel containing the returned Product.
- Other evidence as required by AEONMALL (if any).
Note:
- AEONMALL is only a support party for the Customer, Seller, and/or Shipping Unit to resolve complaints and disputes related to Product delivery; therefore, the above-mentioned parties shall take the main responsibility for the settlement of these complaints and disputes. Unless otherwise specified or agreed between AEONMALL and the above parties, AEONMALL shall not be responsible for any errors, violations of the Policy of AEONMALL or the law, damage or loss of any of the aforementioned parties arising from complaints or disputes related to the delivery of the Products.
- AEONMALL reserves the right to refuse to assist in handling complaints about delivery and/or to waive compensation responsibility under Section 2, Article V below and any other responsibility in the following cases: (i) The Customer/Seller violates the provisions of this Policy, and/or violates the laws relating to the delivery of the Product; and (ii) the Seller complains about the delivery and/or the shipping unit selected by the Seller in the case that the Seller self-delivers in accordance with Section 3, Article I of this Policy.
- The Seller must keep the Receipt in accordance with this Policy as evidence when a complaint or dispute arises about the loss of the Parcel and/or Product.
a. Notice of compensation result
The result of handling a complaint about delivery shall be notified directly by AEONMALL to the Seller with information about the compensation level (if any).
AEONMALL shall transfer the Seller the compensation amount in the nearest settlement period from the date AEONMALL sends the notice of the complaint handling result and the compensation level.
If AEONMALL's complaint handling and investigation of delivery failure reveals that the suffered damage is not entirely the fault of the Shipping Unit but rather the Seller's failure to comply with the prohibition/restrictive conditions of support delivery or instructions set forth in this Policy, AEONMALL reserves the right to refuse compensation for such damages.
In case the Products are seized by the market management authority or the competent state agency due to the lack of legal invoices and documents, AEONMALL shall not be responsible for compensation.
b. Compensation levels for the Order using delivery services by the Shipping Unit
The compensation amount for the Order is calculated based on the formula below:
Compensation amount = Product’s value x Compensation level
In which:
- Product’s value is determined as follows:
+ For the Order delivered by standard delivery method: 100% of the Product’s value on Invoice (defined in “Note” part of Section 2.b, Article V of the Policy as below).
+ For the Order delivered by express delivery method: 70% of the Product’s value on Sale Invoice, or 100% of the Product’s value on the Purchase Invoice.
- Compensation level is determined based on delivery method as below:
- For standard delivery method:
|
Status |
The compensation level |
|
The goods in the Order are intact, but the outer package of goods is: - Torn, broken, wet containers or boxes. - Torn the sealing stamp of the manufacturer, the product is intact. |
5% |
|
Goods are broken, damaged up to 50% |
50% |
|
Goods are broken, damaged over 50% |
100% |
- For express delivery method:
|
Status |
Compensation level |
|
The goods in the Order are intact, but the outer package of goods is: - Torn, broken, wet containers or boxes. - Torn the sealing stamp of the manufacturer, the product is intact. |
5% |
|
Goods are broken, damaged, but can be used for the original purpose |
30% |
|
Goods are broken, damaged, and cannot be used for the original purpose |
100% |
Note:
- To claim compensation, the Seller must provide legal invoices for the claimed Product in the Order. Legal invoices are :
+ Value-added Tax Invoice, if Seller is an enterprise that declares value-added tax (VAT) by deducting method; or
+ Sale invoice, if Seller is an enterprise that declares VAT by direct method; or
+ Customs declaration dossier, if the Products are imported from foreign countries to Vietnam.
(All aforementioned invoices and documents are jointly called “Invoice”)
- The calculation of compensation amount is based on the type of the Invoice that the Seller provides for AEONMALL. AEONMALL is not responsible for any damages, disadvantages of the Seller regarding the compensation level incurred from or related to the Invoice provided by the Seller to AEONMALL.
- In case the Seller cannot provide Product’s Invoice, the compensation level is 04 (four) times of the delivery fee of the Order.
- In any event, the compensation level shall: (i) not exceed 10,000,000 (Ten million) Dong for one Order, and (ii) not exceed the selling price of the Product listed by the Seller on the Marketplace at the time Customer places order. Accordingly :
+ Unless AEONMALL decides otherwise, in case the Seller is compensated with 100% of the value of the damaged Product, from the time the Seller receives notification from AEONMALL about the result of complaint handling and compensation level, the Seller agrees to waive the damaged Product and undertakes not to have any return request, complaint, or any other claim related to the damaged Product, and AEONMALL reserves the right to handle the damaged Product.
+ AEONMALL reserves the right to refuse to compensate the Seller if the Seller sends a Product that is different from the Product in the Order that the Customer has ordered.
AEONMALL and the Shipping Unit shall not settle claims for compensation if the Customer has selected “Order received” at “Order Details”; or Seller accepts to receive the Parcel and has signed the Parcel return record.
After the Customer submits a request to return the Product or submit a complaint, request for dispute resolution in accordance with the Policy of AEONMALL, the Customer is kindly requested to preserve and keep the Parcel and Product in its original condition, do not use it for trial use or affect the condition of the Product so that it is not the same as when it was received. If AEONMALL determines that the Product is not in the same condition as when it was received by the Customer, AEONMALL reserves the right to refuse any return and refund requests (if any) or delivery complaints.
The conducts of not sending the real goods, giving money to the Shipper to update the wrong Order status, placing your own orders, etc. to take advantage of this Policy and/or promotions program of AEONMALL from time to time shall result in severe punishment of AEONMALL.
This policy was updated and published at 09/05/2024