Refund policy

1. Commitment

Vietmorsel operates on a "100% Authenticity or Full Refund" commitment. This is not merely a customer protection policy but the foundational pillar of our brand. Amidst a regional specialty market fraught with counterfeit and subpar products, Vietmorsel chooses to prove its integrity through concrete actions rather than mere words. Customers are not burdened with providing extensive proof; a simple report is sufficient for Vietmorsel to process a resolution immediately.

2. Return and Refund Eligibility

Unconditional 100% Refund: Vietmorsel shall issue a full refund under the following circumstances without requiring further explanation from the customer:

  • The received product does not match the description of origin, ingredients, or provenance stated on the website.
  • The product is damaged, moldy, damp, or exhibits signs of compromised food safety and hygiene upon receipt.
  • The delivered item is incorrect compared to the placed order.
  • The order is lost and fails to reach the customer within 7 days from the order date (applicable to domestic orders).

Partial Refund: In the event of a change of mind, if the customer requests a return while the product remains securely sealed and the packaging intact, Vietmorsel shall refund 70% of the order value (deducting two-way shipping fees). Such requests must be submitted within 24 hours of receipt.

Non-Returnable and Non-Refundable Cases: Vietmorsel reserves the right to reject return or refund requests under the following circumstances:

  • The product seal has been broken or the product has been partially consumed.
  • The product belongs to the fresh produce category and has passed the harvest date indicated on the label.
  • The return/refund request is submitted after 48 hours of receipt without a valid justification.
  • The product is damaged due to improper storage after being received and opened by the customer.

Return and Refund Procedure

The entire procedure is designed to be as swift and frictionless as possible. Vietmorsel understands that introducing any procedural hurdles for a customer already experiencing an order issue can lead to negative perceptions of our products and service quality.

  • Step 1: The customer submits a request via Vietmorsel's Zalo OA or Email, accompanied by photographs of the received product. The photos must clearly depict the product's condition and be submitted alongside a description of the issue.
  • Step 2: Vietmorsel personnel will acknowledge the request within 2 business hours of receipt. For international orders, the acknowledgment period is 24 hours due to time zone differences.
  • Step 3: Vietmorsel will approve the refund or exchange within 24 hours following acknowledgment. The customer will be explicitly informed of the resolution method and the execution timeframe.
  • Step 4: The refunded amount will be remitted to the original bank account or e-wallet used for payment within 1-3 business days for domestic orders, and 3-5 business days for international orders via PayPal or international bank transfer.
  • Step 5: Vietmorsel will send a confirmation of the successful refund and proactively follow up on customer feedback post-resolution.

3. Special Policy for International Orders

For export orders catering to the Vietnamese diaspora and expatriates, Vietmorsel applies the following additional terms:

  • Should the goods be detained or confiscated by the customs authorities of the importing country due to an error on Vietmorsel's part—specifically, dispatching products that fail to meet export requirements—the customer is entitled to a full 100% refund, inclusive of shipping fees.
  • If the goods are detained due to changes in the importing country's customs regulations that are beyond Vietmorsel's control, the customer shall receive a 100% refund for the product value; however, shipping fees will not be refunded as the logistics services have been fully rendered.
  • Note: Vietmorsel does not accept physical returns of international shipments due to the unfeasibility of two-way logistics costs. All eligible international disputes shall be resolved strictly via refunds.