Delivery, Return and Refund Policy

1. Purpose

This Policy sets out the rules on delivery, return and refund for products sold on the Cambox.vn Website owned by EVOS Vietnam Technology Joint Stock Company, in order to protect customer rights and comply with Vietnamese law.

I. DELIVERY POLICY

2. Delivery scope

The Website provides delivery service throughout the territory of Vietnam through shipping partners or the Company's own delivery staff (if any).

For remote areas, islands, or locations with special transport conditions, delivery time and shipping cost may vary depending on the shipping partner's serviceability.

3. Order processing time

After an order is validly confirmed, the Company will process it within 01 to 02 business days, except where otherwise agreed or in the event of force majeure.

For products that require ordering, configuration, installation, technical inspection, or assembly on request, the processing time may be longer. The Company will notify the customer of the specific timeframe.

4. Delivery time

Estimated delivery time:

  • Inner city: 01 to 03 business days.
  • Other provinces and cities: 02 to 07 business days.
  • Special areas or islands: according to the shipping partner's timeframe.

Delivery time is estimated only and may change due to weather conditions, traffic, force majeure events, or other objective causes.

5. Inspecting goods upon receipt

Customers are encouraged to inspect the external condition of the package before accepting it.

If any of the following is found:

  • The packaging is torn, dented, or shows signs of having been opened.
  • The product is damaged.
  • Accessories are missing.
  • The wrong product or wrong quantity was delivered.

The customer should make a record with the shipping partner (if possible), refuse to accept the goods, or contact the Company immediately for support.

External inspection does not include trying out the product or altering its original condition, unless otherwise agreed.

6. Shipping costs

Shipping cost is notified at the time of ordering or in accordance with the shipping partner's fee schedule.

The Website may apply a free-shipping policy to certain orders or promotional programmes from time to time.

II. RETURN POLICY

7. Return conditions

Customers may request an exchange or return if all of the following conditions are satisfied:

  • The product was purchased from the Website.
  • A valid invoice, delivery note, or purchase document is available.
  • The product remains intact and has not been affected by any fault of the customer.
  • The box, accessories, seals, and warranty card (if any) are complete.
  • The exchange or return request is made within the prescribed time limit.

8. Cases eligible for return

The Company will consider an exchange or return in the following cases:

  • The wrong product, wrong model, or wrong quantity was delivered compared with the order.
  • The product has a technical defect attributable to the manufacturer and confirmed through the inspection process.
  • The product was damaged during shipping.
  • Accessories announced by the manufacturer are missing.
  • Other cases as provided by law or under the Company's own policy.

9. Cases not eligible for return

No exchange or return applies in the following cases:

  • The customer's needs change after the product has been delivered and the case does not fall under the Company's exchange/return programme.
  • The product is damaged due to use contrary to instructions, dropping, impact, exposure to water, fire, explosion, or other external impact.
  • The product has been disassembled, repaired, or interfered with by an unauthorised party.
  • The warranty seal, serial number, or identifying mark is missing (where such loss or alteration affects the ability to verify the product's origin).
  • Accessories, packaging, or accompanying documents are missing because the customer lost them.

10. Return request time limit

Customers should submit an exchange/return request within 07 days from the date of receiving the goods, unless the product has its own policy or the law provides otherwise.

For technical defects arising during the warranty period, handling will follow the Company's or the manufacturer's Warranty Policy.

III. REFUND POLICY

11. Cases eligible for refund

The Company will consider a refund in the following cases:

  • The product cannot be supplied after the order has been confirmed and payment has been received.
  • The product falls under a case eligible for return under this Policy.
  • The order is cancelled by agreement between the two parties.
  • A payment is recorded twice or for an incorrect amount.
  • Other cases as provided by law.

12. Refund methods

Refunds are made through one of the following methods:

  • Bank transfer to the customer's bank account.
  • Refund to the original payment method (if feasible).
  • Or another method as agreed between the Company and the customer.

The customer is responsible for providing complete and accurate information for receiving the refund.

13. Refund processing time

After a refund request is approved, the Company will process the refund within 03 to 15 business days, depending on the payment method, the reconciliation process, and the processing time of the bank or payment service provider.

IV. RETURN REQUEST PROCESS

Customers follow these steps:

  • Step 1: Contact the Customer Care department via Hotline, Email, or the Website and provide the order information.
  • Step 2: Provide images, video, or other related documents (if needed) to support verification.
  • Step 3: The Company checks, verifies, and responds with the result within a reasonable time.
  • Step 4: If the request is approved, the Company will guide the customer on sending the product to the receiving location or arrange collection as agreed.
  • Step 5: After inspecting the product, the Company will carry out the exchange, return, or refund as agreed.

V. GENERAL PROVISIONS

This Policy applies together with the Warranty Policy, the Payment Policy, and other transaction terms published on the Website.

In case of any discrepancy between this Policy and a mandatory provision of law, the provision of law will prevail.

The Company reserves the right to amend or supplement this Policy to suit its business operations and the law. Any change will be published on the Website before it takes effect.

VI. CONTACT INFORMATION

  • EVOS VIETNAM TECHNOLOGY JOINT STOCK COMPANY
  • Address: No. 9 LK13, Hanh Hoa Street, Xa La Urban Area, Ha Dong Ward, Hanoi City
  • Hotline: 0918018183
  • Email: evos.com.vn@gmail.com
  • Website: cambox.vn