I. Return/Exchange Policy

This Return/Exchange Policy only applies to online purchases through the godere.vn website.

1. Return/Exchange Timeframe

• Within Dak Nong: Within 1 (one) day from the date the product is successfully delivered (based on postal or shipping confirmation).

• Outside Dak Nong: Within 3 (three) days from the date the product is successfully delivered (based on postal or shipping confirmation).

2. Return/Exchange Conditions

Applicable only for products purchased through godere.vn.

Returns are accepted only when the replacement product is out of stock.

Exchanges are allowed only for the same type of product in the following cases:

• The product has a manufacture defect preventing it from functioning as described.

• The product received is incorrect (wrong name/code, design, or quantity compared to the order).

• The product is damaged or broken during shipping, not caused by the customer.

Godere will process the exchange but will not refund shipping/delivery fees, except in the following cases:

• The product is not the type or model ordered.

• The quantity or set is incomplete compared to the original order.

• Quality issues such as expired product, out of warranty, non-functional, or objectively damaged within the manufacturer’s warranty coverage.

Defective products will only be eligible for exchange after being verified by sales or delivery staff and must meet the following conditions:

• The product must be confirmed as purchased from godere.vn (based on the order history).

• The product must be verified to have a manufacturing defect. 

• The product must remain in its original condition and quantity, as received.

• There must be photo evidence clearly showing the reason for the return/exchange.

• The customer must provide proof of purchase (order confirmation email, payment receipt, and delivery slip).

• The returned product must not have any physical damage (scratches, dents, discoloration, breakage, etc.).

• The product must be returned with all original packaging and protective materials (except plastic films or wraps).

• The returned item must include all accompanying documents (VAT invoice, warranty card, user manual, brochure/catalogue, etc.).

Returns/exchanges are not applicable in the following cases:

• Customer is not satisfied with the product or has changed their mind

• The customer changes the purchase decision after ordering

• The product is damaged due to incorrect usage or not following instructions

• The customer causes damage to the product’s appearance, such as torn packaging, scratches, dents, or breakage

Product exchange policy:

• Customers will be entitled to an exchange for the exact product code, quantity, and specifications as described in the original order

• In the event that the product listed in the original order is no longer available, the refund policy outlined below will be applied

Other regulations

Products purchased during promotional or discount periods will be subject to different return/exchange policies. Please refer to the specific Return/Exchange Policy of each promotion program on the promotional information page.

II. Return/Exchange Procedure

How to proceed with a return/exchange:

• Customers should contact the Customer Service (CS) team directly via the website godere.vn. Once the condition of the product is confirmed to have a technical defect caused by the manufacturer, the exchange will be carried out in accordance with Godere’s policy.
• The processing time for return or exchange procedures will be completed within 07 (seven) days from the date all required information and documents are received from the customer.
• Customers are encouraged to contact the Customer Service department directly for faster assistance.

(Note: Include instructions on how customers should send items back to Godere, and clarify which party is responsible for the shipping fee.)

• Once the returned/exchanged product is received, Godere will proceed with the exchange or refund and notify the customer.
• The customer is responsible for any risks and the condition of the returned/exchanged product until it is successfully delivered to Godere as specified above. Godere will not be responsible for any loss or damage during shipping if proper packaging procedures are not followed by the carrier.