Return policy

1. Return Conditions

1.1 Immediate Return Upon Delivery

If you discover that the package is dented, damaged, not intact, or has incorrect recipient information, please refuse to receive the package at the time of delivery.

1.2 After Receiving and Paying for the Order

You may request a return after opening the package and discovering one of the issues below:

1.3 Cases Eligible for Return Due to Manufacturer Error

Returns and exchanges follow the brand’s return policy. In other cases, we regret that we cannot support returns or exchanges. Applicable cases include:

  • Product packaging is torn, broken, or damaged during transportation.

  • Product is delivered incorrectly, missing accessories, or missing accompanying gifts.

  • Product is delivered with the wrong item or wrong color compared to the order.

2. Refund Methods

  • For orders returned due to full-order defects, we offer refunds via bank transfer.

  • For orders returned due to partial defects, we offer exchanges (if stock is available) or refunds via bank transfer.

3. Return Procedure

Please notify us within 24 hours (excluding Saturdays, Sundays, and public holidays) from the time the order is received. We reserve the right to refuse any claim submitted after this period.

To return a product, please follow these steps:

3.1

Visit adamstorevn.com or contact our hotline to be guided by Customer Service to fill in the “Return Request” form. Within 72 hours after submitting the form, our Customer Service team will review and notify you whether the request is valid.

3.2

If the return request is approved, within the next 48 hours, please select the return method as guided on adamstorevn.com.

3.3 Return Information and Shipping Address

ADAM STORE PHỐ HUẾ BUSINESS HOUSEHOLD
Address: 81 Phố Huế, Phạm Đình Hổ Ward, Hai Bà Trưng District, Hanoi, Vietnam
Content: Return of Order No. xxxxxx

3.4

If the returned goods are not received by adamstorevn.com within 10 days from the confirmation date, we will refuse to process the claim, considering that the customer no longer wishes to return the order.

3.5

Upon receipt of the returned package, adamstorevn.com will inspect the items based on conditions listed under Section 4.1. The customer will receive a notification via the account used to place the order within 7 days.

3.5.1 Valid Returns

Refunds will be processed within 5–15 business days.
If you do not have a bank account, the refund will be converted into membership points equivalent to the order value.

3.5.2 Invalid Returns

We will contact you to propose the next steps.

4. Valid Returns

Appropriate return or exchange solutions will be determined on a case-by-case basis. Please ensure all information submitted in the return request is complete and accurate to allow us to process your return efficiently.

4.1 Condition of Returned Goods

  • The product must match the description provided in the “Return Request” form and remain in its original condition as received.

  • The entire order must be returned, including purchased items, accessories, and gifts.

  • Each order is eligible for only one return request.

4.2 Invalid Returns

  • Failure to provide complete or accurate information consistent with the “Return Request” submitted on adamstorevn.com.

  • Returning the goods later than 10 days after adamstorevn.com confirms the “Return Request.”

  • Returned products do not match the submitted information (e.g., missing items or gifts).

  • The items fail to meet the return standards specified in section 4.1 after inspection by adamstorevn.com.

5. Refund Processing Time

If the returned products meet the conditions in Section 4, refunds will be processed within 5–15 business days (excluding weekends and holidays), via bank transfer or membership points.

If the products do not meet the conditions in Section 4, we regret that a refund cannot be issued. For other concerns, please contact our Customer Service.

Obligations of the Seller and Customer in Each Transaction

1. Seller’s Obligations

  • Provide goods with the correct quality and quantity: The seller must supply goods or services exactly as described and agreed upon in the contract.

  • Deliver on time: The seller must deliver the goods on schedule, to the correct location, and according to the agreed conditions.

  • Provide necessary documentation: This includes invoices, warranty cards, shipping documents, and any ownership-related documents.

  • Ensure the customer’s legal rights: The seller must ensure that the goods do not violate any third-party rights, such as copyrights or intellectual property.

  • Rectify issues and provide warranty service: If the goods are defective or not as agreed, the seller is responsible for repair, replacement, or returns as required by the customer.

2. Customer’s Obligations

  • Make timely payment: The customer must pay in full and on time according to the contract.

  • Receive the goods on time: The customer must accept the goods as agreed and inspect them upon receipt.

  • Notify the seller of issues: If defects are found, the customer must promptly inform the seller for timely resolution.

  • Provide accurate information: The customer must supply correct details regarding requirements, delivery address, and payment method to facilitate the transaction.