GOODS RETURN/EXCHANGE, ORDER CANCELLATION & REFUND POLICY
A. EXCHANGE / RETURN & REFUND POLICY
- Return means returning purchased goods and receiving a refund of the amount paid for such goods.
- Exchange means exchanging purchased goods for the same type of goods.
1. Exchange/Return Period
- Customers may request an exchange/return within 15 days from the date of receipt for Emartmall orders.
- For electronics, electrical appliances, fashion items, and household electrical products (e.g. pressure washers, drills, power sockets, desk lamps, mosquito killer lamps, etc.), customers may request an exchange/return within 07 days from the date of receipt for Emartmall orders.
- If the last day of the exchange/return period falls on an Emartmall holiday, the period will end on the next working day of Emartmall.
2. Conditions for Exchange/Return: Customers must fully meet the following conditions to be eligible for exchange/return:
- The product must be intact, 100% new, not dirty, not damaged, with full labels, packaging, and accessories. For sealed products, the original seal must remain intact (except in cases of technical defects or damage during transportation).
- Provide the original purchase invoice and/or original VAT invoice (if any).
- When returning goods, any accompanying gifts or gift vouchers (if any) must also be returned and meet the following requirements:
• Gifts/gift vouchers must be intact, 100% new, not dirty, not damaged, with full labels, packaging, and accessories. For sealed gifts/gift vouchers, the original seal must remain intact (except in cases of technical defects or damage during transportation).
• In case gifts/gift vouchers are missing or do not meet the above requirements, subject to Emartmall’s decision, customers must either purchase another product at Emart supermarkets with a value equal to or higher than the gift/gift voucher value, or Emartmall will deduct the gift/gift voucher value from the refund amount, or the customer must pay the gift/gift voucher value to Emartmall.
- For electronic and electrical products, additional conditions as stipulated by the manufacturer (if any) must be met.
- For Emartmall orders, goods purchased at a specific Emart supermarket must be brought to the Customer Service counter of that same Emart supermarket for exchange/return.
Emart Supermarket Addresses:
Emart Phan Van Tri: 366 Phan Van Tri, An Nhon Ward, Ho Chi Minh City
Emart Sala: B1 Floor – Thiso Mall Sala, Sala Urban Area, 10 Mai Chi Tho, An Khanh Ward, Ho Chi Minh City
Emart Phan Huy Ich: 1st Floor – Thiso Mall Truong Chinh - Phan Huy Ich, 385 Phan Huy Ich, An Hoi Tay Ward, Ho Chi Minh City
- The product must not fall under the list of non-exchange/return products specified in Section 5 of this EXCHANGE / RETURN, ORDER CANCELLATION & REFUND POLICY, except in cases where the product is defective due to manufacturer error or Emartmall’s fault.
3. Refund Method and Timeline:
Refunds will be processed according to the customer’s original payment method, with the following timelines:
- Cash on Delivery (COD): Cash refund at the time of return
- Bank transfer: Refund within 7–10 working days to the customer’s bank account used for payment
- MoMo e-wallet: Refund within 15–20 working days to the customer’s MoMo wallet used for payment
- Card payment: Refund within 15–30 working days to the customer’s bank card used for payment
4. Specific Regulations for Electronic and Electrical Products
- Exchange/return of electronic and electrical products shall comply with the specific policies of each manufacturer.
- Exchange/return is not applicable to products that do not meet the manufacturer’s exchange/return conditions.
- Customers are required to review the manufacturer’s exchange/return policy before purchasing electronic or electrical products on Emartmall. By purchasing such products on Emartmall, customers confirm that they have read, understood, and agreed to the manufacturer’s exchange/return policy.
5. Products Not Eligible for Exchange/Return
- Alcohol, fresh food, pre-processed or cooked food, frozen food, chilled/cold-stored food, products with a remaining shelf life of less than 15 days.
- Cosmetics, accessories, underwear, swimwear, sports underwear.
- Light bulbs, wall clocks, powdered milk, baby bottles, nipples/teats.
- Products damaged due to improper use or storage contrary to the manufacturer’s instructions.
- Promotional giveaway items, clearance products.
- Products beyond the permitted exchange/return period.
6. Exchange Method
Exchanged goods must be of the same type as the originally purchased goods. If Emartmall no longer has the same type of goods available, Emartmall will issue a refund in accordance with Section 3 of this EXCHANGE / RETURN, ORDER CANCELLATION & REFUND POLICY.
7. Exchange/Return Costs
Customers are responsible for shipping costs for returning/exchanging goods to Emart supermarkets and for shipping exchanged/returned goods back to the customer’s address.
B. ORDER CANCELLATION POLICY
1. Cancellation of Unprocessed Orders (Status not yet “Being Packed”)
Customers may request order cancellation by calling the Hotline (028) 3622 4567 or sending an email to emartmall@emart.vn for prompt assistance.
2. Cancellation of Orders Successfully Packed
Unfortunately, Emartmall cannot support cancellation once the order status has changed to “Being Packed” or “Out for Delivery.”
3. Emartmall’s Right to Proactively Cancel Orders in the Following Cases:
- Unable to contact: After 03 unsuccessful contact attempts per day and after sending notification via email.
- System/Payment errors: Technical issues or payment problems (unsuccessful payments, declined transactions).
- Violation of purchasing policies as assessed by Emartmall, including but not limited to:
• Purchasing goods not for personal, household, organizational, or institutional consumption but for commercial purposes, such as buying quantities exceeding reasonable consumption for resale.
• Customers showing signs of fraud, legal violations, or causing adverse impact on Emartmall.
• Circumventing promotional limits or conditions, such as creating multiple accounts to bypass purchase quantity limits.
- Incorrect pricing: Emartmall reserves the right to cancel orders in cases of system, technical, or operational errors that result in incorrect product pricing display.
C. OUT-OF-STOCK PRODUCT HANDLING POLICY
Emartmall will handle out-of-stock products based on the customer’s selection at checkout:
1. Customer selects “Remove product from cart and no notification needed”
Emartmall will automatically remove the product, refund any price difference (if any), and continue processing the remaining items in the order.
2. Customer selects “Call to notify out-of-stock product”
Emartmall will contact the customer by phone to agree on a handling option:
- Agree to remove the product: Emartmall removes the product and refunds any price difference (if any).
- Agree to exchange for an equivalent product: Staff will consult on a replacement product. Emartmall will refund any price difference (if any) after customer confirmation.
- Wait for restock – Do not agree to remove or exchange:
• Emartmall will hold the order for a maximum of 03 days.
• After 03 days, if the product is still unavailable, Emartmall will contact the customer again to choose one of the following options: remove the out-of-stock product, exchange for another product, or cancel the entire order.
- Cancel the entire order: If the customer chooses to cancel the entire order or does not agree with any proposed handling option, Emartmall will cancel the entire order and refund 100% of the amount paid (if any) in accordance with the current refund policy.
D. OTHER PROVISIONS
- In cases where membership points are deducted due to unsuccessful payment caused by system errors or order cancellation, the system will refund all used points within 24 hours from the time the issue occurs or from the order cancellation time.
- After this period, customers may check refunded points in the Emartmall app by navigating to “Emart Points” > “Your total reward points: xxx.” Point refund transactions will not appear in the order detail list but will be credited directly to the Total Reward Points balance.
