Return policy

1. Return Conditions

Customers need to inspect the condition of their goods, and record a video or take photos of the product before and during the unboxing process. After that, Customers can return products in the following regulated circumstances:

The product has not been used.
The product differs in specifications, type, color, or material from the product ordered on the Website.
The product quantity is incorrect or incomplete.
The product is damaged or aesthetically flawed.

2. Regulations on Notification Time and Product Return Shipping

Return Notification Time: Customers must immediately notify VNmushrooms farm of any product-related issues, along with corresponding images or videos.
Return Period: Within 1 week.
Product Return Location: Customers can send returned products to VNmushrooms via shipping carriers. We will cover all incurred costs for the Customer.

3. Regulations on Shipping Costs for Product Exchange/Return

If the Customer returns a product due to an error on VNmushrooms farm’s part, we will cover all shipping costs.
If the exchange or return is based on the Customer’s personal request, preference, or desire, the Customer will cover the two-way shipping costs.

4. Cancellation policy

Customers may cancel an order within 24 hours from the time of successful payment. Customers can send an email to: vnmushrooms.info@gmail.com to request a cancellation or call directly via WhatsApp at: +84.836.133.171 for the quickest information and best support regarding their request.
VNmushrooms Farm will refund 100% of the product cost if the customer’s cancellation request is received before we hand over the product to the shipping carrier.
If a customer cancels an order after the goods have been shipped, VNmushrooms Farm will process the refund after deducting any incurred order costs such as: shipping fees, payment processing fees, gift wrapping fees, etc.

5. Rights and Obligations of VNmushrooms Farm and Customers

5.1. VNmushrooms Farm has the following rights and obligations:

To request information from Customers when they register to use the service.
To establish mechanisms for checking and monitoring to ensure that Customer information is provided accurately and completely.
To store Customer registration information and regularly update any changes or additions.
To establish a mechanism that allows Customers to complete the online contract process (if the website has an online ordering function).
To implement necessary measures to ensure the security of information related to Customer business secrets and consumer personal information.
To take prompt action when discovering or receiving complaints about illegal business activities on the e-commerce platform.
When a conflict arises between customers on the e-commerce platform or their legitimate interests are harmed, VNmushrooms Farm must provide customer information and actively support customers in protecting their legitimate rights and interests.
To prevent and remove from the website any information selling goods or services that are on the list of prohibited business items according to legal regulations, and restricted business goods.
To remove from the website any information selling counterfeit goods, fake goods, smuggled goods, intellectual property infringing goods, and other legally non-compliant goods or services when detected or upon receiving verified complaints about such information.

5.2. Customers have the following rights and obligations:

5.2.1. Customer Rights:

Customers will be provided with an account on VNmushrooms.com’s e-commerce platform.
Customers manage their accounts and provide their personal information when updating their accounts.
To have the opportunity for online transactions through the online ordering channel.
To receive detailed and dedicated guidance from the technical department.

5.2.2. Customer Obligations:

To fully pay fees to VNmushrooms Farm.
To provide complete and accurate information to VNmushrooms Farm, which owns the website providing e-commerce platform services, when registering to use the service:
1. Name and address of the merchant or organization’s headquarters, or name and permanent address of the individual.
2. Phone number or other online contact method.
To comply with legal regulations when applying the online ordering function on the e-commerce platform.
To adhere strictly to commitments regarding the quality of promoted goods and services as per the information provided.