POLICIES AT ABC-MART

REFUND AND RETURN POLICY

    Customers are kindly requested to carefully inspect the goods and compare the products with the invoice before accepting delivery. If you authorize another person to receive the package on your behalf, the products must still be thoroughly checked before acceptance.

    When receiving and opening the package, please record a video as supporting evidence in case the goods are damaged during transportation or delivered incorrectly compared to your order. Insufficient information or lack of valid evidence may affect our decision in handling your request, and we shall not be responsible without adequate proof.

    After successful delivery, our Company shall only be responsible for manufacturer defects (in accordance with the Return/Exchange Policy). All other cases shall not fall under our responsibility.


    GENERAL EXCHANGE POLICY

    ABC-MART only accepts product exchanges when the following conditions are met:

    • The product must be exchanged within 7 days from the date of receipt.
    • The product must be unused, unwashed, unaltered, free of unusual odors, undamaged, and in its original condition with all original packaging, tags, labels, and accessories (if any).
    • Footwear must be returned in the original shoe box with intact original labels. Stickers must not be removed. Do not tape directly onto the shoe box or alter the original condition of the product in any form.
    • Customers are encouraged to reuse the original ABC-MART Vietnam shipping box or use an intact carton box for return packaging. We do not accept exchanges if the product or its packaging/box is damaged.
    • Shipping fees are non-refundable in all exchange cases. Customers will receive free return pickup, but must pay the shipping fee for the new exchanged item.
    • The total value of replacement items must be equal to or higher than the original purchase:
      • If exchanging for a lower-priced item, no refund of the price difference will be provided.
      • If exchanging for an item of equal value, no additional charge applies.
      • If exchanging for a higher-priced item, customers must pay the price difference.
    • Customers may exchange for a different size only (model exchange is not supported). If the requested size is out of stock, customers may choose to exchange for another model or receive a refund in the form of a payment point/voucher of equivalent value. The voucher is valid for 30 days from the date of issuance.
    • Each product is eligible for exchange only once.

    ELIGIBLE EXCHANGE CRITERIA

    • Incorrect size.
    • Product received does not match the customer’s order (e.g., ordered size 30 but received size 32).
    • Size discrepancy between the physical product and packaging/box.
    • Mismatched sizes between left and right items (e.g., shoes/sandals).
    • Both items received are for the same side (e.g., both left or both right shoes).
    • Incorrect product color compared to the product description (e.g., ordered blue but received pink).
    • Material defects: peeling leather, torn fabric, loose stitching, stains, deformation, rips, or holes.
    • Component defects: loose buttons, broken zippers, missing parts, damaged handles.

    NON-EXCHANGEABLE PRODUCTS

    • Sports bras, tights (including leggings/compression pants/cycling shorts), socks, and all sports accessories (including hats).
    • Shoe care products.

    Note: We do not support exchanges due to color differences between the physical product received and product images caused by lighting effects or monitor display settings.


    EXCHANGE PROCESS FOR PURCHASES MADE ON THE ABC-MART VIETNAM WEBSITE

    If you wish to exchange a product, please follow these steps:

    1. Send a message via Website Inbox providing product information and condition (including unboxing photos and videos), and the size you wish to exchange for.
    2. Repack the product, including tags and gifts (if any), into the original ABC-MART box (or another carton box). Unpackaged products will be refused for pickup by the carrier.
    3. Receive the return shipping label via email at info@abc-mart-vietnam.com (within 24 working hours) and attach it to the parcel.
    4. ABC-MART will arrange product pickup via Giao Hang Nhanh (GHN).
    5. ABC-MART will inspect the returned product at our warehouse.
    6. If the returned product meets all requirements, ABC-MART will process the exchange and ship the requested product to you.

    If the returned product does not meet the required conditions, ABC-MART will notify you and return the product at your expense.

    (*) Delivery time: 8:00 AM – 5:00 PM daily (excluding Saturdays, Sundays, and Public Holidays).


    WARRANTY POLICY

    • Within 14 days from receipt of the product, if you discover any defect, please contact our Customer Service Department via Zalo or Website Inbox for assistance (working hours: Monday to Friday, during office hours).
    • ABC-MART Vietnam reserves the right to determine the defect after receiving the product/information from the customer.
    • If confirmed as a manufacturer defect, customers will receive a replacement product or an equivalent product if the same item is out of stock or unavailable in the requested size.
    • Defects caused by improper storage, misuse, or customer handling will not be covered.

    ORDER CANCELLATION POLICY

    • Customers wishing to cancel an order after placing it must contact Customer Service via Website Inbox for assistance (working hours: Monday to Friday, during office hours).
    • Orders that have been confirmed, packed, handed over to the carrier, or successfully delivered cannot be canceled. Customers may only request a size exchange within 7 days of receipt or according to our Exchange Policy, except in cases of manufacturer defects confirmed by ABC-MART Vietnam.
    • For prepaid orders, customers may request a new order or not. ABC-MART Vietnam will refund via payment points/voucher of equivalent value. The voucher is valid for 30 days from the date of issuance.
    • We reserve the right to cancel any order if customers violate our terms and conditions, even after order confirmation. Paid amounts (if any) will be refunded accordingly.
    • If a customer intentionally refuses to receive the order after placing it, ABC-MART reserves the right to restrict or limit future purchasing privileges on our website.

    Note: ABC-MART Vietnam reserves the final decision regarding all return/exchange cases and may amend this Policy at any time without prior notice.