1. ORDERING AND ORDER CONFIRMATION POLICY
Ordering Method: Customers may place orders directly through the checkout interface on chocli.com.vn or via our official support channels, including Zalo and Hotline.
Order Confirmation: After completing the ordering process, the system will automatically send an order confirmation via email or SMS, including the order number, product details, and total payment amount.The sales contract shall be deemed established when the customer receives the order confirmation notification.
Order Modification: If customers wish to change the quantity, delivery address, or cancel an order, they are requested to contact our customer support team within 02 hours after completing the order.
2. PAYMENT POLICY
Bank Transfer: Customers may make a direct bank transfer to the company’s business bank account according to the payment instructions provided at checkout.
Cash on Delivery (COD): Customers may pay in cash to the delivery personnel upon receipt of the order.
Electronic Payment: We accept payments via MoMo, ZaloPay, as well as domestic and international payment cards, including Visa and Mastercard.
3. SHIPPING, DELIVERY AND DOCUMENTATION POLICY
Delivery Coverage: We provide nationwide delivery through our authorized shipping partners.
Delivery Time:
- Ho Chi Minh City: 1–2 business days.Express delivery: 2–4 hours.
- Other provinces/cities: 2–5 business days, depending on the delivery location.
Shipping Fees: Shipping fees are automatically calculated based on the package weight and delivery location at checkout.
Responsibility for Delivery Documentation: The shipping partner is responsible for providing the customer with the relevant invoice and/or delivery note upon delivery.
The company is responsible for the legality and origin of the products throughout the delivery process until the products reach the customer.
4. INSPECTION, RETURNS AND REFUNDS POLICY
Product Inspection: Customers are entitled to open the package and inspect its external condition, including the quantity, packaging, and security seals, before accepting the delivery.Customers are not permitted to open the product seal for testing or use at the time of delivery.
Return Conditions: Customers may request a return within 07 days from the date of receipt in the following cases:
- The product has a manufacturing defect.
- The product is deformed, dented, broken, or damaged during transportation.
- The wrong product type or quantity was delivered compared with the confirmed order.
- The product remains in its original packaging, with its security seal and accompanying invoice/purchase documents intact.
Return Shipping Costs
- 100% of return shipping costs will be covered if the issue is caused by the company or the shipping partner.
- Customers are responsible for return shipping costs if they request an exchange for another product for personal reasons.
Refund Method and Processing Time: Refunds will be transferred to the customer’s bank account within 3–5 business days after we receive and verify the returned product as eligible for return.
5. DATA PROTECTION AND PERSONAL INFORMATION PRIVACY
Purpose of Data Collection: Customers’ full name, phone number, address, email address, and transaction history are collected solely for the purposes of processing orders, delivery, and providing customer support.
Information Sharing: The company is committed to protecting customers’ personal information and will not provide such information to third parties, except for shipping partners and payment service providers when necessary to complete the transaction.
Data Retention:Personal information is securely stored on our internal systems until the purpose of collection has been fulfilled or until the customer requests its deletion.
Customer Rights: Customers have the right to request access to, update, correct, or delete their personal information by contacting our Customer Service Department via Hotline or Email.
6. DISPUTE AND COMPLAINT RESOLUTION PROCESS
When a dispute or complaint arises, we prioritize negotiation and mediation in order to maintain customer trust and satisfaction.
Resolution Process
Customers submit their complaint via Hotline/Zalo/Email, together with relevant photos and/or videos as evidence.
Our Customer Service Department will receive the complaint and provide a proposed solution within 24 business hours.
If the matter cannot be resolved through negotiation, the dispute will be referred to the competent state authority for resolution in accordance with the laws of Vietnam.
