NoiLamDep

NoiLamDep is a platform connecting customers with partners providing beauty products. Depending on the operating model at each time, NoiLamDep may perform one or more of the following roles:

• Display products and partner information on the platform.
• Support customers to place orders and make payments.
• Record, manage and update order status.
• Coordinate with partners and shipping partners during delivery.
• Receive and support processing of return, refund or complaint requests related to orders.
• Deduct, reconcile or pay partners according to commercial policies and platform operating regulations.

Partner

The partner is the product provider, responsible for:

• Accuracy of product information, selling price, inventory, images and product descriptions.
• Quality, origin, expiration date, labels and legality of products.
• Proper packaging of products and handover to the shipping unit on time.
• Coordination in handling complaints, returns, refunds in case of wrong, missing, defective, damaged, expired, not as described or with quality issues.

Customer

Customers have the responsibility to:

• Provide accurate delivery information, including full name, phone number, delivery address and delivery notes if any.
• Pay for orders according to the selected payment method.
• Check the external condition of the package upon receipt.
• Submit support, return or refund requests within the specified time limit if issues arise.
• Provide images, videos or related evidence when verification is needed.

Shipping Partner

The shipping partner is the party that receives, transports and delivers goods to customers according to the provided order information. Depending on each order, the shipping partner may include GHN, GHTK or other shipping units integrated into the NoiLamDep system.

Paid (action needed)

Order has been paid or successfully recorded and needs partner processing. The partner confirms and prepares goods.

Processing

Order is being prepared by the partner. Actions may include:

• Check inventory.
• Verify product information.
• Package products.
• Prepare invoices, delivery notes or shipping information if any.
• Hand over order to shipping partner.

Shipped

Order has been handed over to the shipping unit. Customers can track the order journey if the system has a tracking number or tracking link.

Delivered

Order has been successfully delivered to the customer's address. From this time, customers can submit support, return or refund requests within the specified time limit if the product has issues.

Cancelled

Order has been cancelled. Cancellation may come from customer, partner, NoiLamDep or due to payment/operation errors.

Order Confirmation

After the customer completes the order, the NoiLamDep system will record the order and send order information to the relevant partner. An order is only considered eligible for processing when:

• Product information is valid.
• Delivery information is complete.
• Payment method is recorded as valid.
• Partner is still capable of providing the product.
• The order does not violate operating conditions or platform policies.

Payment Methods

NoiLamDep may support the following payment methods, depending on configuration at each time:

• Cash on delivery (COD).
• Payment via electronic payment gateway.
• Other payment methods (if available) displayed at the payment step.

Product Preparation

The partner is responsible for preparing goods correctly with the information posted on NoiLamDep. Products need to be checked before handover to the shipping unit, including:

• Correct product, correct classification, correct quantity.
• Appropriate packaging.
• Seals or tamper-evident seals intact if the product has sealing.
• Clear expiration date and product information if applicable.
• Goods are not leaking, broken, deformed or showing signs of damage before delivery.

Delivery Time

Estimated delivery time will be displayed at the payment step or in order information if the system supports it. Typically, delivery time may depend on:

• Delivery address.
• Warehouse/partner address.
• Shipping unit.
• Order time.
• Weather conditions, holidays, peak shipping periods or force majeure.
• Ability to contact customers during delivery.

Shipping Fee

Shipping fee is calculated based on delivery address, package weight/dimensions, shipping partner policy and shipping fee support programs if any. Shipping fee may be paid by:

• Customer.
• Partner.
• NoiLamDep.
• Partially by multiple parties depending on promotions, freeship vouchers or operating policies.

Checking Goods Upon Receipt

Customers should check the external condition of the package upon receipt, including:

• Number of packages.
• Packaging condition.
• Signs of deformation, leakage, breakage or having been opened before.
• Seals, tamper-evident seals or outer protective layer if any.

Failed Delivery

An order may be updated as failed delivery in cases such as:

• Unable to contact customer.
• Customer refuses to receive goods.
• Incorrect or incomplete address.
• Customer requests redelivery multiple times but does not receive.
• Delivery area has restrictions beyond control.
• Shipping unit cannot complete delivery according to procedures.

General Principles

NoiLamDep supports receiving return and refund requests to protect the legitimate rights of customers while ensuring the legitimate interests of partners. Return or refund requests will be considered based on:

• Reason for request.
• Product condition.
• Time of request submission.
• Evidence provided by customer.
• Verification results from partner, NoiLamDep or shipping partner.
• Individual partner policy if any.

Request Time Limit

Customers should submit return or refund requests within 3 days from the time the order is updated to Delivered status. For cases of broken, leaking, missing, wrong products or packaging with unusual signs upon receipt, customers should submit requests as soon as possible, preferably within 24-48 hours from the time of receipt, for smooth verification.

Cases Eligible for Return or Refund Support

Customers may be considered for return or refund support in the following cases:

• Wrong product delivered compared to order.
• Missing product delivered.
• Product is damaged, broken, leaking or deformed before customer use.
• Product has expired or no longer has reasonable conditions for use.
• Product does not match key description on platform.
• Product shows signs of opened seal, missing tamper-evident seal or no longer intact before customer receipt.
• Product suspected of not being genuine or having origin issues, needing further verification.
• Order has been paid but partner cannot provide product.
• Other cases accepted by NoiLamDep, partner or law.

Cases That May Not Be Eligible for Return or Refund Support

Return or refund requests may not be approved in the following cases:

• Customer changes needs after receiving the correct product and the product has no defects.
• Product has been opened, used or is no longer in original condition, except when the verified defect originated from partner, product or shipping.
• Product is damaged due to improper storage, use or handling by customer.
• Customer does not provide sufficient evidence for verification.
• Request is submitted after the support period.
• Product belongs to group not supported for return due to hygiene, safety or separately announced policy.
• Cases with signs of fraud, policy abuse or violation of NoiLamDep terms of use.

Return Product Condition

Returned products need to meet the following conditions, except for products that are defective, damaged, wrong or have verified quality issues:

• Original packaging, seals, tamper-evident seals intact if any.
• Unused.
• Full accessories, gifts, user manual, invoice or related documents if any.
• Not damaged due to storage or use error by customer.
• Properly packaged when sending return to avoid damage during shipping.

Evidence to Provide

When submitting a return or refund request, customers may need to provide one or more of the following evidence:

• Images or video of unboxing process.
• Images of product, packaging, seals, order code.
• Images of defects, damage, leakage or unusual condition.
• Images of expiration date, batch code or product information if any.
• Detailed description of the problem encountered.
• Additional information as requested by NoiLamDep during verification.

Refund Method

Refund method may depend on the original payment method and system support capability at the time of processing.

• For online payment orders, refund may be returned to the original payment method if the payment gateway supports it.
• For cash on delivery orders, refund may be processed through bank transfer, NoiLamDep internal wallet/credit if available, or other method announced by NoiLamDep.

Return Shipping Fee

Return shipping fee is handled according to the following principles:

• If the defect originates from partner, product or delivery process, partner or related responsible party may bear the return shipping fee.
• If customer changes mind or requests return not originating from partner defect, customer may bear the return shipping fee.
• If the defect originates from NoiLamDep's program, process or separate commitment, NoiLamDep may consider support on a case-by-case basis.
• In cases not clearly specified, NoiLamDep will consider based on evidence, partner policy and legitimate rights of parties.

Refund Time

Refund time may vary depending on payment method, bank, payment gateway, reconciliation process and request verification status.

Partial Refund

In some cases, NoiLamDep may support partial refund instead of full order refund, for example:

• Order has multiple products but only one product has issues.
• Partner delivered part of the order.
• Product has minor defect but customer agrees to keep it with appropriate compensation.
• Shipping fee or incurred fee needs adjustment.
• Part of order is cancelled due to out of stock.

Partial refund needs to clearly record the refund amount, refund reason, party bearing the cost and processing status.

Payment Status

• Pending payment
• Paid
• Payment failed
• Payment expired
• COD pending
• COD collected
• Refunded
• Partially refunded

Order Processing Status

• Order placed
• Paid/action needed
• Processing
• Cancelled
• Completed

Shipping Status

• Ready to ship
• Partially shipped
• Shipped
• Out for delivery
• Delivered
• Delivery failed
• Returning to seller
• Returned to seller

Return/Refund Status

• Refund requested
• Under review
• Approved
• Rejected
• Waiting for customer return
• Return shipping
• Return received
• Refund processing
• Refunded
• Closed