PAYMENT – SHIPPING – EXCHANGE – CANCELLATION POLICY

PAYMENT – SHIPPING – EXCHANGE – CANCELLATION POLICY

1. SHIPPING POLICY - SHIPPING POLICY

We will deliver goods/products to the address provided by the customer when placing the order.

We will deliver goods/products to the address provided by the customer when placing the order.

1.1 For Domestic Customers:

 Transportation method Shipping methods:

We deliver via inter-provincial shipping services to optimize cost, or express delivery services within the city (Grab, Be, etc. upon request).

We deliver via inter-provincial shipping services to optimize cost, or express delivery services within the city (Grab, Be, etc. upon request).

Delivery time:

Hanoi area (Ba Dinh, Hoan Kiem, Dong Da, Hai Ba Trung, Cau Giay, Tay Ho ...span style="background-color: transparent;">Hanoi area (Ba Dinh, Hoan Kiem, Dong Da, Hai Ba Trung, Cau Giay, Tay Ho, etc. upon request).

Hanoi (Ba Dinh, Hoan Kiem, Dong Da, Hai Ba Trung, Cau Giay, Tay Ho, Hoang Mai, Thanh Xuan): Same-day or within 24 hours.

City. Ho Chi Minh City: Within 120 hours.

Ho Chi Minh City: Within 120 hours.

Other provinces: From 72 to 120 hours.

(Note: Add 24 hours for orders placed between 6:00 PM Saturday and 12:00 PM Sunday.)

Other provinces: Within 72–120 hours.

(Note: Add 24 hours for orders placed between 6:00 PM Saturday and 12:00 PM Sunday.)

Shipping fee:

Via flat-rate shipping unit: 30,000 VND/order; free when buying 2 or more full-priced products.

Flat-rate shipping: 30,000 VND/order; free shipping for orders of 2 or more full-priced items.

For urgent, scheduled delivery within Hanoi: shipping fees will follow the delivery app rates.

Note: If after the committed delivery time you still have not received the ordered product, please notify our customer service department at 08.656.444.68 or email address hagoomarketing@gmail.com or HAGOO's online platforms  for support.

Note: If the delivery exceeds the committed timeline and the product has not been received, please contact our Customer Service via hotline 08.656.444.68, email hagoomarketing@gmail.com, or HAGOO’s official online platforms for assistance.

1.2  For international customers - For International Customers:

We ship internationally via reputable couriers such as DHL, UPS, FedEx, or other logistics partners agreed upon with the customer to optimize costs.

Estimated delivery time: 7–14 business days (excluding includes customs processing time).

Estimated delivery time: 7–14 working days (excluding customs clearance time).

Customers are responsible for taxes, import fees and related fees if any.

Customers are responsible for any taxes, import duties, and related fees incurred.

HAGOO is not responsible for any delays caused by customs procedures.

HAGOO is not responsible for delays caused by customs procedures.

Shipping fee:

HAGOO will inform the customer of the shipping cost after working with the shipping partner, or the customer can arrange for their shipping partner to collect the package from HAGOO’s warehouse.

Note: If the delivery exceeds the committed timeline and the product has not been received, please contact our Customer Service via Vietnam hotline 08.656.444.68 or email address hagoomarketing@gmail.com or HAGOO’s online platforms for support.

Note: If the delivery exceeds the committed timeline and the product has not been received, please contact our Customer Service via Vietnam hotline 08.656.444.68, email hagoomarketing@gmail.com, or HAGOO’s official online platforms for support.

2. EXCHANGE POLICY

2.1. For Domestic Customers:

For defective products: You will be able to exchange the product within 7 days from the date of receipt (for customers in the province, the date of delivery will be based on the postmark) in the following cases: We delivered the wrong color, wrong size, wrong product, or the goods were damaged during delivery.

For defective products: You may exchange your item within 7 days from the delivery date (based on postmark for customers in other provinces) in cases such as incorrect color, size, item, or damage during delivery

The exchanged item must have equal or higher value than the item previously selected by the customer. If the customer chooses a product of lower value, we will reserve the difference amount for deduction for the next order.

Exchanged items must be of equal or greater value than the original item. If the new item is of lesser value, the difference will be retained as a credit for future orders.

Exchange not accepted in the following cases:

You want to change the model or type without prior notice.

Change of mind without prior notice.

You do not operate the product according to the instructions, causing damage to the product.

Improper usage leading to product damage.

You have inspected and signed for the product, but later claimed to have visible defects (scratches, tears, loose threads...)

Product inspected and signed for, but later claimed to have visible defects (scratches, tears, loose threads...).

Returns are not accepted - Returns for refund are not accepted.  

The product must be unused, unwashed, odor-free, and retain original tags and labels.

Have a complete invoice or purchase history through online or offline platforms of HAGOO

Proof of purchase (receipt or purchase history from HAGOO online/offline platforms) is required.

Record video when opening goods.

Unboxing video is mandatory.

Exchange only once, the exchanged product has a value equal to or higher than the purchased value.

One-time exchange only. Replacement must be of equal or higher value.

Exchange process (4 steps):

Step 1: Confirm product condition

Within 7 days from the date of receiving the product, if the product is eligible for exchange, the customer takes a photo of the current condition of the product: Clearly see the product code, our stamp, damaged product,.... Then contact our Customer Care department directly I will notify you via hotline or HAGOO's online/offline platforms and send you photos for confirmation.

Within 7 days of receiving the item, take clear photos showing the product code, tags, and defects. Contact HAGOO's Customer Service via hotline or online/offline platforms to send images and request an exchange.

Step 2: We confirm - Step 2: HAGOO confirmation

After receiving the information, we will confirm the status of the goods and confirm to the customer whether or not the exchange is possible. After confirming that the item is accepted for exchange, please keep the item in its original condition with our original tags and product codes, along with the relevant documents:

We will verify the condition and confirm if the item is eligible for exchange. If approved, please retain the product in original condition and include the following:

+ Retail invoice, delivery note.

+ Receipt and delivery note

+ Fill out all information in the exchange form.

+ Completed Exchange Request Form

Step 3: Customer sends product - Step 3: Send the product

You send the product in its original packaging along with the documents listed in Step 2 to Us at the address: No. 57, Lane 232, Tran Dien, Dinh Cong Ward, Hoang Mai District, Hanoi from 8:30 am to 5:30 pm (Monday to Saturday). If the customer comes directly to the store, please call 08.656.444.68 to notify in advance.

Ship the item with all documents to:

57, Alley 232 Tran Dien, Dinh Cong Ward, Hoang Mai District, Hanoi

(Working hours: Mon–Sat, 8:30 AM – 5:30 PM).

If visiting in person, please call 08.656.444.68 in advance. advance.

Step 4: We confirm and send the item to the customer - Step 4: HAGOO verifies and sends replacement

After receiving, checking and accepting the product you want to exchange, the customer service department will contact you to exchange and send the item back to you

Once the returned item is received and approved, our team will proceed with sending the replacement.

NOTE: If the goods returned to Us do not meet the exchange conditions stated above or are not eligible for resale, the customer will be responsible for paying the damage to Us or will be added to the amount you have to pay for the exchanged product.

Note: If the item does not meet the exchange criteria or is no longer sellable, the customer will be responsible for covering the loss or the amount will be added to the total of the new product.

Shipping costs due to the exchange will be borne by You pay, unless the error is due to our side delivering the wrong color, wrong size, wrong model compared to the product the customer ordered.

Shipping costs for exchanges are the customer’s responsibility, except for cases where HAGOO shipped the wrong item, size, or color.