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1. Number of exchanges/returns

• Each product can only be exchanged or returned once.
• Applicable to products: shoes, backpacks, handbags.

2. Conditions for exchange/return

• Only applies to full priced products.
• Product has not been used, has original purchase invoice and original label.
• The product is not dirty or damaged by external factors after purchase.

3. Return/exchange policy by product type

Full price product

• Customers can exchange products within 90 days from the date of purchase.
• For online orders, time is calculated from the date the customer receives the product.
• Full exchange within 14 days if the product is defective due to manufacturer's fault.

Promotional products

• Exchange for other products within 24 hours of purchase.
• For online orders, time is calculated from the date the customer receives the product.
• No returns/exchanges are applicable for Outlet products.
• Exchange/return is not applicable for promotional products of 11% or more or gifts worth 30,000 VND or more.

4. Important Note

For full price products :

• If the new product is worth more than the old product, the customer needs to pay the difference.
• If the new product is of lower value, the store will refund the difference.

For promotional products :

• Can only be exchanged for other products in the program's promotional category.
• If the new product is more expensive, the customer needs to pay the difference.
• No refund if new product is priced lower.

5. Exchange/return instructions

• In-store purchase: Please go to the same store where you purchased it to make an exchange/return.
• Buy Online (Website, Social Network): Can be exchanged at the store or sent back via FB/Zalo message.
• For more details, please contact store staff or call 1900.0270 for advice.

1. Warranty priority

• Products with manufacturer defects can be completely exchanged within the first 14 days.

2. Product warranty

• Shoes: Warranty for manufacturer defects such as loose glue, loose straps, broken threads, peeling off printed parts on the strap surface or sole, torn plastic labels, defective glue, broken shoelaces.
• Backpack: Warranty for sewing errors, zippers, clasps, broken plastic seals if the error is due to the manufacturer.

3. Products are not covered by warranty

• Cases of natural wear and tear over time.
• Errors due to external influences such as:

**Chemical cleaners cause fading and discoloration.

**Physical damage such as: strap stretching, strap breaking, sole wear, surface scratches, animal bites.

• Repair or change the product structure yourself such as: changing the sole, changing the strap, changing the shoe material.

4. Warranty period

• Within 90 days of purchase.

5. Out-of-warranty repair policy

• Applicable to products that are out of warranty or have defects not caused by the manufacturer.
• Broken thread, loose thread, replace or tear off: 29,000 VND/piece
• Loose glue, loose rubber, loose strap: 39,000 VND/piece
• Replace rings and locks: 49,000 VND/piece
• Torn or broken strap: 50% of retail price/piece
• Torn, worn sole: 50% of retail price/piece

6. Notes when repairing

• Repair service is only valid within 365 days from date of purchase.
• Products must be cleaned before sending for warranty.
• No warranty if shoes have major damage such as loose logo, broken toe, broken sole.
• In case the shoe is torn, the strap is broken, the sole is broken and cannot be repaired, the warranty will be refused.

7. Warranty waiting time

• From 7 - 14 days depending on product condition.
• If the customer does not receive the product within 30 days of notification, the product will be cancelled.

1. Terms & Conditions

Member

• Conditions: From 0 to 999,999 VND
• Offer: Accumulate when purchasing
• Birthday offer: 15% off (maximum 2 products/1 bill/1 time during birthday month)
• General Offers:

1. Return policy is applied as full price purchase
2. Get special promotions & events at Shondo

VIP Class

• Condition: Accumulate from 1,000,000 VND to 2,499,999 VND
• Offer: 5% discount (reset card level if no orders are made within 365 days)
• Birthday offer: 15% off (maximum 2 products/1 bill/1 time during birthday month)
• General benefits: Same as Membership level

S-VIP Class

• Condition: Accumulate from 2,500,000 VND or more
• Offer: 10% off (reset card level if no orders are made within 365 days)
• Birthday offer: 20% off (maximum 2 products/1 bill/1 time during birthday month)
• General benefits: Same as Membership level

2. Note

1. Customers need to provide full personal information (full name, date of birth, address, phone number) from the first purchase.
2. Promotional policy applies at HTCH Shondo and website.