Return policy

1. Return conditions:

1.1. Immediate return upon delivery: If you notice that the package is dented, not in its original condition as described on the website, or contains incorrect recipient information, please refuse to accept the delivery immediately at the time of receipt.

1.2 Post-payment returns: After receiving and paying for the order, you still have the right to request a return if the product falls under one of the following cases:

– Manufacturing defect: Handled according to the specific return policy of each brand.

– Shipping damage: The product packaging is torn, broken, or physically damaged during transit.

– Delivery error: Incorrect product delivered, wrong color, or missing accessories/gifts.

Note: Chay Garden regrets that we cannot support returns for cases other than those listed above.

2. Refund methods

Full order returns: For returns affecting the entire order, we provide a full refund via bank transfer.

Partial order returns: For returns affecting only part of the order, we offer a product exchange (subject to stock availability) or a partial refund via bank transfer.

3. Return procedure

You must notify us within 24 hours (excluding Saturdays, Sundays, and public holidays) from the time of receipt. Chay Garden reserves the right to refuse claims notified after this period.

To ensure a valid return, please follow these steps:

3.1. Submit request: Visit chaygarden.vn or contact our Hotline to be guided by Customer Service (CS) on how to fill out the “Return Request Form.” CS will process and respond to your request within 72 hours.

3.2. Selection: If the request is valid, you must choose a return method within the next 48 hours as instructed on our website.

3.3. Return shipping information:

– Consignee: GREEN CULINARY TRADING AND SERVICES CO., LTD (CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ ẨM THỰC XANH)

– Address: 52 Vo Van Tan, Xuan Hoa Ward, Ho Chi Minh City, Vietnam.

– Memo: Order Return – [Your Order ID]

3.4. Deadline: If Chay Garden does not receive the returned goods within 10 days of confirming the return request, we will consider the request cancelled.

3.5. Inspection: Upon receipt, we will inspect the goods based on the criteria in Section 4.1. You will be notified via your account within 7 days.

3.6. Refund timeline: Valid returns will be refunded via bank transfer within 5–15 business days. If you do not have a bank account, the value will be converted into equivalent Member Points.

3.7. Rejection: If the return is invalid, we will contact you to propose an alternative solution.

4. Valid return criteria

4.1. Condition of returned goods:

– The product must match the description in the “Return Request Form” and remain in its original received condition.

– The entire package must be returned, including products, accessories, and gifts.

– Each order is eligible for a maximum of one (1) return request.

4.2. Returns are invalid if:

– Information provided is incomplete or inconsistent with the “Return Request Form.”

– Goods are received more than 10 days after the request was confirmed.

– Returned items are incorrect or missing (missing gifts, accessories, etc.).

– Products fail the quality inspection based on the standards in Section 4.1.

5. Refund processing

– Approved: Refunds are processed within 5–15 business days (excluding weekends and holidays) via bank transfer or member points.

– Rejected: If conditions in 4.1 are not met, Chay Garden cannot issue a refund. For further assistance, please contact our Hotline: 0898 855 667.

6. Obligations of the seller and the customer

6.1. Obligations of the seller:

– Quality & quantity: Provide goods/services exactly as described and agreed upon in the contract.

– Timely delivery: Deliver goods on time at the specified location and conditions.

– Documentation: Provide all necessary documents (invoices, warranty cards, shipping papers).

– Legal compliance: Guarantee that goods do not infringe on third-party intellectual property or copyrights.

– Rectification: Take responsibility for repairs, warranties, or exchanges if goods are defective or non-compliant.

6.2. Obligations of the customer:

– Timely payment: Pay in full and on time as agreed.

– Receipt of goods: Accept delivery on time and perform a standard inspection upon receipt.

– Prompt notification: Inform the seller immediately of any defects to ensure a timely resolution.

– Accurate information: Provide correct delivery addresses, contact details, and payment information to facilitate the transaction.