1.Methods of Payment and Refunds

1.1 Methods of Payment

• COD (Cash on delivery): Direct payment in cash upon receipt.
• Visa/ Master/ JCB credit card (except American Express and Union Pay): The card is valid in terms of available balance and expiration date on the card; Customers can receive OTP from the sending bank when required to verify payment transactions.
• ATM: ATM card with Internet Banking service registration from the Bank. If you do not have an Internet Banking function, you need to contact the card issuing Bank to register for this service; Card is valid in terms of the available balance and expiration date on the card; Customers can receive OTP from the sending bank when required to verify payment transactions.
• MoMo: make the payment via MoMo E-Wallet.
• VNPay QR: make the payment via the VNPay QR payment portal.
• ZaloPay: make the payment via ZaloPay E-Wallet.
• Or other methods of payment as updated from time to time.

1.2 Time of Refund when an order has an out-of-stock product, items shortage, or has been canceled entirely

• Visa / Master / JCB credit card: When your order has an out-of-stock product, items shortage, or has been canceled entirely, Vietnam Select  will make the refund to the account you used for paying. The refund time is from 07 to 14 working days for domestic cards, and the refund time is from 30 to 45 working days for cards from international financial institutions (detailed refund time depending on the card issuing Bank). If after the time mentioned, you still have not received the refund amount, please contact us via Hotline/ KakaoTalk/ Email channels for further support.
• ATM card: When your order has an out-of-stock product, items shortage, or has been canceled entirely, Vietnam Select  will make the refund to the account you used for paying. The refund time is from 03 to 07 working days (depending on the card issuing Bank). If after 07 working days you still have not received the refund amount, please contact us via Hotline/ Kakaotalk/ Email channels for further support.
• Momo E-Wallet: When your order has an out-of-stock product, items shortage, or has been canceled entirely, Vietnam Select  will make the refund to the purchased account, the refund time frame is within 24 hours from the time you receive a refund confirmation from Vietnam Select . If within 24 hours you have not received your refund amount in your E-Wallet payment history, please contact us via Hotline/ KakaoTalk/ Email channels for further support.
• VNPay QR: When your order has an out-of-stock product, items shortage, or has been canceled entirely, after receiving the refund confirmation from Vietnam Select , Vietnam Select  will make the refund to the purchased account, the refund time frame depends on the type of Bank Account integrated to the VNPay QR portal (refer to the above-mentioned refund time of Visa/Master/JCB Credit Card, or ATM Card). If the refund time is over, and you have not received your refund amount in your payment history, please contact us via Hotline/ KakaoTalk/ Email channels for further support.
• ZaloPay E-Wallet: When your order has an out-of-stock product, items shortage, or has been canceled entirely, Vietnam Select  will make the refund to the purchased account, the refund time frame is within 24 hours from the time you receive a refund confirmation from Vietnam Select . If within 24 hours you have not received your refund amount in your E-Wallet payment history, please contact us via Hotline/ KakaoTalk/ Email channels for further support.

2. Order Management Policy

When you register for a Vietnam Select  account, you will be able to track your order information details:

Here are the order statuses for you to track:

1. Order Placed Successfully: The order has been successfully placed.
2. Preparing Order: The staff is preparing your ordered items.
3. Consulting (if any): In case the Customer enabled the button to receive “notification as missing items” when placing an order, as preparing the order, if the products are found lacking in items or out of stock, the staff will call the Customer to make an adjustment in the number of products.
4. Order Confirmation: The order has been adjusted to the actual quantity after preparing the products and informing the customer (if any).
5. Ready For Delivery: The products have been packed and are ready to deliver.
6. Delivering: The products are on the way to the customer.
7. Successfully Delivery: The order has been successfully delivered to the customer.

“Payment Failed” or “Payment Pending”: the status of your order payment (prepaid by credit card / ATM or Momo) has not been successful. The store will not process the order. Therefore, please re-pay the order or order a new order with the appropriate payment method. In case your money has been deducted, please contact the hotline at 0945.855.355 or send an email to [email protected] for further support.

2.1. Order Cancellation:

• Vietnam Select  can support order cancellation if the order has not been changed to “Preparing Order” status. You can actively cancel the order on the Website/App or via channels: Hotline/ KakaoTalk/ Email of Vietnam Select .
• Vietnam Select  will automatically cancel the order if we have tried to contact you 02 times/day but failed, and after sending a message via the Vietnam Select  App.
• Vietnam Select  reserves the right to refuse or cancel your order for any reason related to system / technical error, and payment error (failed/pending payment/payment refusal) at any time.
• In addition, to ensure fairness for you also as a customer of Vietnam Select , Vietnam Select  will also refuse orders that are not for personal use, or bulk purchases for resale purposes.
• Vietnam Select  is committed to providing the most accurate price information to consumers. However, when there is a case that the product price is not displayed or is incorrect compared to the listed price at the supermarket, Vietnam Select  will contact you for guidance or notify you to cancel the order.

2.2. Editing or adjusting products, and methods of payment.

• In case the Customer enabled the button to receive “notification as missing items” when placing an order, as preparing the order, if the products are found lacking in items or out of stock, Vietnam Select  will contact the Customer to adjust the quantity of the products or remove the ordered products.
• After successfully placing the order, the Customer is not able to change the chosen payment method.

2.3. Product Value:

• By confirming your order, you agree to the price listed on each product at the time of order.
• For fresh products (*), product value is updated based on the weight and quantity at the time of delivery. Thus, the actual product value (received) may differ from the value that appears on the order, but not by more than 5%.
• (*) Fresh products include Vegetables, Beans, Fruits, Fish, Meat, Eggs, Fresh Seafood, Fresh Rice Vermicelli, Fresh Egg Noodles, Fresh cakes belonging to Vietnam Select ‘s Bakery, and other fresh foods.

3.Delivery Policy

• For orders with prepaid payment methods: Through payments via Visa/Master/JCB credit card (excluding American Express and UnionPay), ATM, Momo, VNPay, VNPay QR, ZaloPay, or other prepayment methods updated periodically:
• Vietnam Select  delivery staff (including internal Vietnam Select ‘s staff and delivery partners, referred to as “Delivery Staff”) will provide a delivery slip for the recipient to sign. Delivery staff will take photos of the delivered packages at your delivery address and also photograph you/ the receiver at the delivery location (the photos will clearly show the recipient’s face along with the delivery address).
• If you request goods to be left at the reception/security gate, delivery staff will provide a delivery slip for the receiver to sign and will take a photo of them in the same manner as when delivering directly to you.
• If the recipient refuses to have their photo taken upon delivery or to sign for the slip, Vietnam Select  will consider that the recipient has acknowledged receiving all packages.
• Vietnam Select  will retain images of the recipient in our system and will comply with the Personal Data Privacy Policy for Customers, which is publicly available on the website at Chính sách mua hàng – Vietnam Select or at Vietnam Select  Vietnam’s office.
• Currently, Vietnam Select  only supports delivery services within a maximum radius of 15 km (depending on the area and store). The distance is determined by Google Maps from the store you have selected to the delivery address.
• In order to ensure prompt delivery time, Vietnam Select  may not support order matching in case you place multiple orders in a day. You can cancel your order and place a new one, or accept the delivery fee shown on the order.
• Vietnam Select  does not provide door-to-door service, so please pick up the products in the recipient area, gate, or lobby of the building/apartment.
• For orders that have been paid by bank card or e-wallet, if you need to send Vietnam Select  products at the Reception / Security Gate, please notify your Reception / Security, and Vietnam Select  at least 30 minutes before delivery time.
• The delivery fee is displayed on the Vietnam Select  Application/Website, please check the delivery fee before completing the order. After a successful order, Vietnam Select  will not accept complaints about the delivery fee.
• Vietnam Select  applies delivery on all days, including weekends and holidays. There is no extra charge. In case of other changes, Vietnam Select  will inform customers through the Website/Application.
• In case there is a problem that causes the delivery time or delivery fee to change, Vietnam Select  will inform you about the more suitable change time frame or the exact delivery fee through the following communication channels: text message on the Vietnam Select  Website/Application or phone messenger. You can check the status of your order in the “My Page” section anytime.
• In case you enter the wrong delivery address: Vietnam Select  staff will notify you and ask for permission to cancel the order. You will then need to re-order with the correct address for the system to update the correct delivery fee in your new order

Details of Delivery Time and Fee are listed below:

Order Value	Delivery Fee	Distance	Delivery Time/Schedule
From 150.000 VND and above	Free	Below 10 km	Delivery Time: Depending on the delivery area, might range from 8:00 to 21:00 every day. In case the order is placed after 18:00, Vietnam Select  will deliver your order the next day. Your order will not be able to adjust the delivery address. In case you have entered the wrong delivery address, please contact Vietnam Select  to cancel the order and place a new order with the correct address.
	5.000 VND for every 1 km	Above 10 km and below 15km
Below 150.000 VND	5.000 VND for every 1 km	Within a radius of 15 km
Vietnam Select  currently does not support delivery outside of provinces.

Note: Your delivery time will be proactively adjusted by Vietnam Select  in the following cases:

• You do not provide an accurate and complete delivery address, missing contact information or were contacted many times but failed.
• Force majeure cases: natural disaster, rainstorm, fire, explosion, epidemic,…
• Other cases: interrupted operation, technical errors, transportation problems or due to the characteristics of some orders with large products that need to be transported by car with restricted routes /hours of travel in accordance with the law.

4.Recommendation for Co-Checking Delivery

• Vietnam Select  will deliver the products in full, and in their original packaging.
• Vietnam Select  encourages you to inspect the external appearance of the products, such as the state of packaging, sealing, color, size, and shape with the delivery staff at the time of receiving the products.
• The inspection will not include opening the individual seal of each product (affecting the sealing and packaging of the product) or deep inspection (plugging the product into a power outlet, a trial use, or data recording).
• When you receive the products, you can sign the delivery note delivered by the staff and/or check the details of the products right on the Vietnam Select  Application/Website (including products that are out of stock or lack in items).
• In cases where signs of dent marks, stamping, damage, signs of being used or incorrect information (recipient, product code/name, number, quantity, size) are discovered after inspection with delivery staff, you have the right to decline the product upon delivery and inform Vietnam Select  to exchange to another one.

5.Exclusion of liability regarding VAT Invoice issue

• Vietnam Select shall not take responsibility for the entanglements in terms of tax preparation on the invoice valued from 20,000,000 VND and above, which is paid by cash or any individual payment method.
• Vietnam Select  is unable to issue a VAT invoice to customers after the successful delivery date has passed, even if customers forget to request an invoice.