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RETURN AND REFUND POLICY
With the aim of prioritizing the benefits and ensuring that our customers have the best experience with the items redeemed in campaigns at MyFarm from the first time, and to provide a reason to return for future purchases, MyFarm offers flexible handling options based on the specific nature of each campaign, in addition to the general return policy.
I. Regulations and Conditions for Item Returns and Exchanges
1. General Return Policy:
- Items with defects from the Supplier: Free replacement.
- Items with defects caused by the user: No support for returns or exchanges.
- Items without defects: No support for returns or exchanges.
2. Cases Eligible for Returns and Exchanges:
- Items within the return period (detailed time in section 4 of Conditions for Return, item I. Regulations and Conditions for Item Returns and Exchanges).
- Attached purchase invoice or phone number that can be used to retrieve purchase history.
- Items stored under appropriate conditions as recommended by the manufacturer or information on the website.
- Customers return items to MyFarm when performing a return or exchange.
- Each item can only be returned or exchanged once.
- Items with defects from the manufacturer/supplier (damage, breakage, technical errors, etc.).
- Items damaged or scratched during shipping by delivery personnel.
- Items expired or near expiry (except for items in promotional programs).
- Items delivered incorrectly by MyFarm.
- Items with intact packaging, boxes, labels, and unused.
3. Cases Not Eligible for Returns and Exchanges:
- Gift items, items in special discount programs.
- Items past the return period (detailed time in section 4 of Conditions for Return, item I. Regulations and Conditions for Item Returns and Exchanges).
- Packaged items with broken seals or labels.
- Items customers have tested or used.
- Items with damaged packaging or boxes due to customer fault.
- Items not purchased from MyFarm.
4. Conditions for Returns and Exchanges:
- Customers can check the external appearance (outside condition), quantity of items in the order, and should NOT tamper with the items, including NOT removing anti-counterfeit seals, item-specific seals, and NOT using/testing the items.
- MyFarm is not responsible for resolving complaints about missing items or incorrect deliveries after customers have signed and paid (successful delivery by MyFarm).
- For packaged consumer goods (dry foods and/or non-food dry items): Customers can file a complaint about goods within 72 hours after receipt for quality defects from the manufacturer (based on postmark or delivery history of the carrier).
- For fresh food items (fresh fruits, frozen fruits, frozen seafood, fresh seafood, frozen meat/fish, fresh meat/fish, fresh vegetables/fruits, frozen vegetables/fruits, fresh mushrooms), fresh eggs, dairy products (ice cream, fresh milk, milk powder, cheese): Complaints about goods are handled according to seasonal policies, depending on the damage and quality defects from the manufacturer but not exceeding 24 hours from successful delivery (based on the carrier's delivery history).
- For ripening fruit items (e.g., Durian, various Avocado types, etc.): Customers can file a complaint within 72 hours after receipt for quality defects from the supplier (based on the carrier's delivery history).
5. MyFarm's Commitment to Handling Returns and Refunds:
- MyFarm commits to promptly replacing the item immediately for the customer. If the item is out of stock, MyFarm will refund the money or send a shopping voucher according to the customer's choice.
- MyFarm handles items in promotional programs and commercial promotion campaigns flexibly.
- In case of incorrect item information due to MyFarm that can be proven to be a system error or third-party fault (incorrect item price, origin, etc.), MyFarm will compensate the customer with a discount code for future purchases, the value of which will depend on the specific case, and the customer has the right not to proceed with the faulty transaction.
II. Item Return and Exchange Process
To optimize support and protect customer rights under this return policy, the return and exchange process will be carried out as follows:
- Step 1: Customers file complaints, and request returns/exchanges through MyFarm contact channels: Hotline, Fanpage, Email. MyFarm will guide customers on how to return/exchange items if the request meets the conditions outlined in this Return and Refund Policy.
*Information required for return/exchange requests includes order number, item name, quantity, item condition description, reason for return/exchange, along with videos/photos of the item.*
- Step 2: MyFarm responds to the return/exchange request and proposes a solution for the customer.
- Step 3: Customers receive replacement items or refunds (if payment has been confirmed).
- Step 4 (if applicable): Customers return the items to the carrier as instructed in Step 2 if MyFarm requires item retrieval.
*For best support, please contact MyFarm at:*
- Hotline: 0865.654.165
- Fanpage: [https://www.facebook.com/myfarm.trongcaynuoicon](https://www.facebook.com/myfarm.trongcaynuoicon)
- Email: myfarm@foodmap.asia
III. Refund Policy
*Orders purchased and paid through the listed Payment Methods: Bank Transfer, Domestic Card, International Card, E-wallet, Payment Gateway Partners of MyFarm will be fully or partially refunded in the following cases:*
- Items are out of stock and cannot be delivered.
- Items are damaged when used and cannot be replaced according to the Return and Refund Policy.
- One or more items in the order cannot be delivered (partial refund equivalent to the value of the undelivered items).
*MyFarm does not refund the surplus amount in cases where customers request a change, exchanging for a new item with a lower value than the original item ordered.*
*Refund time: 5 (five) to 7 (seven) working days via bank transfer or e-wallet, payment gateway after the solution in Section 2 (Step 2) is agreed upon.*
With the aim of prioritizing the benefits and ensuring that our customers have the best experience with the items redeemed in campaigns at MyFarm from the first time, and to provide a reason to return for future purchases, MyFarm offers flexible handling options based on the specific nature of each campaign, in addition to the general return policy.
I. Regulations and Conditions for Item Returns and Exchanges
1. General Return Policy:
- Items with defects from the Supplier: Free replacement.
- Items with defects caused by the user: No support for returns or exchanges.
- Items without defects: No support for returns or exchanges.
2. Cases Eligible for Returns and Exchanges:
- Items within the return period (detailed time in section 4 of Conditions for Return, item I. Regulations and Conditions for Item Returns and Exchanges).
- Attached purchase invoice or phone number that can be used to retrieve purchase history.
- Items stored under appropriate conditions as recommended by the manufacturer or information on the website.
- Customers return items to MyFarm when performing a return or exchange.
- Each item can only be returned or exchanged once.
- Items with defects from the manufacturer/supplier (damage, breakage, technical errors, etc.).
- Items damaged or scratched during shipping by delivery personnel.
- Items expired or near expiry (except for items in promotional programs).
- Items delivered incorrectly by MyFarm.
- Items with intact packaging, boxes, labels, and unused.
3. Cases Not Eligible for Returns and Exchanges:
- Gift items, items in special discount programs.
- Items past the return period (detailed time in section 4 of Conditions for Return, item I. Regulations and Conditions for Item Returns and Exchanges).
- Packaged items with broken seals or labels.
- Items customers have tested or used.
- Items with damaged packaging or boxes due to customer fault.
- Items not purchased from MyFarm.
4. Conditions for Returns and Exchanges:
- Customers can check the external appearance (outside condition), quantity of items in the order, and should NOT tamper with the items, including NOT removing anti-counterfeit seals, item-specific seals, and NOT using/testing the items.
- MyFarm is not responsible for resolving complaints about missing items or incorrect deliveries after customers have signed and paid (successful delivery by MyFarm).
- For packaged consumer goods (dry foods and/or non-food dry items): Customers can file a complaint about goods within 72 hours after receipt for quality defects from the manufacturer (based on postmark or delivery history of the carrier).
- For fresh food items (fresh fruits, frozen fruits, frozen seafood, fresh seafood, frozen meat/fish, fresh meat/fish, fresh vegetables/fruits, frozen vegetables/fruits, fresh mushrooms), fresh eggs, dairy products (ice cream, fresh milk, milk powder, cheese): Complaints about goods are handled according to seasonal policies, depending on the damage and quality defects from the manufacturer but not exceeding 24 hours from successful delivery (based on the carrier's delivery history).
- For ripening fruit items (e.g., Durian, various Avocado types, etc.): Customers can file a complaint within 72 hours after receipt for quality defects from the supplier (based on the carrier's delivery history).
5. MyFarm's Commitment to Handling Returns and Refunds:
- MyFarm commits to promptly replacing the item immediately for the customer. If the item is out of stock, MyFarm will refund the money or send a shopping voucher according to the customer's choice.
- MyFarm handles items in promotional programs and commercial promotion campaigns flexibly.
- In case of incorrect item information due to MyFarm that can be proven to be a system error or third-party fault (incorrect item price, origin, etc.), MyFarm will compensate the customer with a discount code for future purchases, the value of which will depend on the specific case, and the customer has the right not to proceed with the faulty transaction.
II. Item Return and Exchange Process
To optimize support and protect customer rights under this return policy, the return and exchange process will be carried out as follows:
- Step 1: Customers file complaints, and request returns/exchanges through MyFarm contact channels: Hotline, Fanpage, Email. MyFarm will guide customers on how to return/exchange items if the request meets the conditions outlined in this Return and Refund Policy.
*Information required for return/exchange requests includes order number, item name, quantity, item condition description, reason for return/exchange, along with videos/photos of the item.*
- Step 2: MyFarm responds to the return/exchange request and proposes a solution for the customer.
- Step 3: Customers receive replacement items or refunds (if payment has been confirmed).
- Step 4 (if applicable): Customers return the items to the carrier as instructed in Step 2 if MyFarm requires item retrieval.
*For best support, please contact MyFarm at:*
- Hotline: 0865.654.165
- Fanpage: [https://www.facebook.com/myfarm.trongcaynuoicon](https://www.facebook.com/myfarm.trongcaynuoicon)
- Email: myfarm@foodmap.asia
III. Refund Policy
*Orders purchased and paid through the listed Payment Methods: Bank Transfer, Domestic Card, International Card, E-wallet, Payment Gateway Partners of MyFarm will be fully or partially refunded in the following cases:*
- Items are out of stock and cannot be delivered.
- Items are damaged when used and cannot be replaced according to the Return and Refund Policy.
- One or more items in the order cannot be delivered (partial refund equivalent to the value of the undelivered items).
*MyFarm does not refund the surplus amount in cases where customers request a change, exchanging for a new item with a lower value than the original item ordered.*
*Refund time: 5 (five) to 7 (seven) working days via bank transfer or e-wallet, payment gateway after the solution in Section 2 (Step 2) is agreed upon.*
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