Takashimaya

Return policy

Before receiving the goods and paying for the order, the Customer can ask the delivery staff to open the package to check the visual condition of the product (excluding product testing).

In case you are not satisfied with any product in your order, right at the time of delivery, please refuse to receive the entire package or pay the entire order value and return it to the delivery postman.

If you have any questions, please contact customer service Hotline 1900 252 656 for quick support.

B. Return policy

1. In case of returning products

The product is not delivered according to the order requirements (incorrect specifications, wrong size, color, quantity, etc.);

The product has a manufacturer error (Damaged, broken, technical error, etc.);

Products damaged or broken due to transportation;

The product has expired;

The product is fake/imitation and does not guarantee quality as promised;

The product the customer receives is significantly different from the information provided in the product description; or customers have irritation or allergies but the product used is no more than 20% of the original capacity/volume.

2. Conditions for accepting product returns

2.1. General conditions

Customers are required to return goods ordered at Takashimaya when the following conditions are met:

The product still has all stamps, labels, original seals, original packaging, no signs of use, return all accessories and gifts (if any).

Documents attached to the receipt, invoice, delivery note, warranty card, catalog (if any)... to prove the product was purchased at Takashimaya.

For products that are fake/counterfeit goods, Customers need to provide additional evidence to prove that the product is counterfeit/counterfeit goods.

2.2. Specific conditions

Depending on each case below, customers need to ensure they meet the following requirements:

(i) For returns upon delivery:

There is a record of the status of the goods, with the confirmation signature of the customer and delivery staff.

Video proves that the product is defective or damaged immediately upon receipt.

(ii) For returns during use:

Images before and after using the product in case of irritation or allergies;

Conclusion paper from the Doctor or medical staff stating that the customer is allergic/reactive to one of the ingredients in Takashimaya products.

3. Cases where products cannot be returned:

The product is overdue for return by 15 (fifteen) working days.

There is no video proving the product is defective upon receipt.

The product was not purchased from Takashimaya.

Product packaging and boxes are damaged, scratched, or dented due to the Customer's fault.

Cannot prove that the product is fake, the error or damage is caused by the manufacturer.

Gift products, products in special discount programs.

The product has had its labels and seals removed (if any), is no longer intact, or has been used or used more than 20% of its original capacity/volume.

4. Products can be returned and refunded:

4.1. Returned goods:

Customers are allowed to choose to exchange for the same product as the product to be returned or choose another product. Please note that you can only exchange once for the same price as the product you purchased. Gmarket will not accept exchanges for promotional products.  

4.2. Refund:

For orders that have been received and paid, Takashimaya will transfer money to the customer after receiving the returned goods.

For customer orders that have been paid by bank card, Takashimaya transfers the money back to the account the customer used when paying the customer within 15 (fifteen) working days (excluding Saturdays, Sundays, and holidays).

For cases where Gmarket has confirmed a refund according to regulations, Takashimaya commits to transfer 100% of the value of the product that the Customer has previously paid.

Note:

– For Visa/Master cards and e-wallets, it will take 1-3 working weeks for money to be transferred by the bank to the customer's account (depending on each bank's policy).

– After the above deadline, if customers have not received money according to Takashimaya's refund policy, customers can contact the card-issuing bank or customer care department at Hotline 1900 252 656.

5. Procedures for returning products

Step 1. The customer requests to return the product with documents proving that it falls under the product return cases as prescribed above.

Step 2: Contact Customer Care to receive requests and support product returns via Hotline: 1900 252 656 or email: [email protected]

Customers need to inform us of the reason for return and the exact address and contact phone number so that Takashimaya can carry out the product return process as quickly as possible according to your request.

Step 3: Send the returned product immediately to the postman upon direct delivery or by post within 15 days from the time of confirmation of return.

Step 4: Based on Takashimaya's return cases and based on the evidence provided by the customer, we will notify the customer and proceed with the return within 07 (seven) working days from the date Gmarket receives the returned goods by post or post office (step 3).

Note: The time it takes to send and return products does not include the shipping time of the post office and shipping units.

6. Other costs:

In case the product that needs to be returned is out of stock or the Customer wishes to exchange it for another product of equal or higher value than the returned product, the Customer please pay the difference for the product of higher value.

Takashimaya bears the shipping costs related to returns if the product is eligible for return according to regulations