Delivery Policy at EH Global Market

1. Delivery Efforts and Free Shipping

• EH Global Market strives to deliver orders promptly through its delivery team or shipping services.
• Free shipping is available for orders over 1,000,000 VND within a 3km radius in Ho Chi Minh City.
• For orders under 1,000,000 VND, shipping fees will be displayed during the checkout process on the website.

2. Product and Delivery Policy Review

Delivery Staff Responsibilities

• EH Global Market guarantees the professionalism of its delivery team. Delivery personnel use appropriate vehicles and handle goods according to the seller's recommendations. They deliver within specified time slots designated by EH Global Market.
• If delivery must occur outside the specified time slot, the delivery staff will contact the customer to arrange a suitable time, provided the customer agrees.
• Delivery staff ensure product quality, expiration dates (if applicable), intact packaging, and adherence to all order details. Customers can refuse delivery if these conditions are not met or contact EH Global Market for assistance.
• Delivery documentation includes a sales invoice, with electronic invoices sent via email upon customer request. For issues, EH Global Market collaborates with delivery services like Ahamove.

3. Delivery Time

• Within Ho Chi Minh City: Delivery is expected within 1–4 working hours, depending on distance and traffic conditions.
• Outside Ho Chi Minh City: Delivery time varies based on the distance and the shipping company's schedule.

4. Order and Product Confirmation

• Customers or recipients must verify the order and the product's condition upon delivery.
• If delivery is delayed or goods are missing, notify EH Global Market via hotline within 24 hours for resolution.

5. Product Return and Refund Policy

Conditions for Returns and Refunds:

• Applicable if the product differs from the order, or if defects originate from EH Global Market.
• Issues include discrepancies in quantity, incorrect product information, damaged items (deformities, scratches, stains, breakages), or manufacturing defects.

Return Eligibility:

• Customers must provide photos of the product for verification.
• Returns are accepted if the product is damaged by EH Global Market, within 24 hours of purchase, and must include the receipt.
• Products must be unused with intact seals.

Non-Returnable Items:

• Perishable goods, alcohol, perfume, and promotional items.
• Items damaged due to improper storage by the customer.
• Products with broken seals, damaged packaging, or past the return deadline.

Notification and Support Timeline:

• Customers must inspect the product upon delivery and can refuse the order if discrepancies are found. Notify EH Global Market within 24 hours for assistance.
• Once the product is signed for, returns are no longer accepted.

Return Process:

• Contact EH Global Market’s hotline to report and verify return requests.
• Customers may bring the product to the store for verification.
• Processing takes 2–5 working days from request receipt. Replacement products must be of equivalent or higher value.
• If approved, customers place a new order online and complete payment.

6. Refund Policy:

• Refunds depend on the processing time of the payment gateway and bank, typically 5–7 working days, up to 45 days for international transactions.
• Foreign card refunds are subject to exchange rates and bank fees at the time of refund.
• Refunds apply for cancellations following EH Global Market’s policies.

7. Pricing:

• Product prices are detailed on the invoice, effective at the time of order and inclusive of VAT.
• Shipping fees apply to all orders except those qualifying for free delivery.