Applies to the e-commerce platform https://xmart.pet – Effective from October 27, 2026

Platform operator: VISION TECH VIETNAM COMPANY LIMITED
Business Registration Number / Tax Identification Number: 0319676191
Head Office: 5th Floor, 65 Nguyễn Minh Hoàng, Bảy Hiền Ward, Ho Chi Minh City, Vietnam
Ho Chi Minh City Hotline: 0903 898 478
Hanoi Office: LK 23-TT1, Khu Nhà ở 96-96B Nguyễn Huy Tưởng, Thanh Xuân Trung Ward, Thanh Xuân District, Hanoi – Hotline: 0704 471 438
Email: support@xmart.pet – Website: https://xmart.pet

This policy applies to goods purchased at https://xmart.pet and is consistent with the Warranty Policy published at https://xmart.pet/pages/warranty-policy.

PART A – DELIVERY POLICY

1. Delivery coverage and carriers

Xmart delivers nationwide through [actual carrier: GHN / GHTK / Viettel Post / Ahamove / Grab…] or Xmart delivery staff (in inner-city Ho Chi Minh City and Hanoi). Customers may also collect their orders in person at the Xmart office [if applicable].

2. Estimated delivery time

The timeframes above exclude Sundays and public holidays, including Lunar New Year, and may be extended due to natural disasters, epidemics, or force majeure events; Xmart will proactively notify customers if an order is delayed.

3. Shipping fees

• Shipping fees are calculated based on the area, weight, and dimensions of the package and are displayed at checkout before the customer confirms the order;
• [Free shipping on orders from … VND];
• If delivery fails due to the customer's fault (incorrect address, or refusal to accept the delivery without a valid reason), Xmart may charge the additional shipping fee for redelivery.

4. Inspecting and receiving goods

• Customers may inspect the goods together with the carrier before accepting and paying: check the condition of the box, security seal, correct model, quantity, and accessories;
• If the package is dented, torn, wet, contains the wrong product, or is missing items, customers have the right to refuse delivery and contact the Xmart hotline immediately;
• We recommend that customers record a video while unboxing as evidence in case any issues arise;
• Responsibility for the goods transfers to the customer when they sign for the delivery. Xmart is responsible for any risk of loss or damage during shipping.

5. Order tracking

After handing the order over to the carrier, Xmart will send the tracking number via [email/text message/Zalo] so customers can track their order.

PART B – RETURN AND EXCHANGE POLICY

6. Returns and exchanges

7. Cases Not Eligible for Returns or Exchanges

• The product's seal has been removed or opened (for returns without a reason);
• Damage caused by the user: drops, water damage, use of an incorrect power supply, failure to follow instructions, damage caused by pets, unauthorized disassembly or repair;
• Used consumable materials (filter cartridges, trash bags, liners, filter cotton, etc.) for hygiene reasons, except in cases of manufacturer defects;
• The product is missing accessories or free gifts, or the box is severely damaged by the customer;
• The return or exchange period specified above has expired.

8. Return and Exchange Process

1. Contact Xmart via hotline/email/Zalo and provide the order number, reason, and photos/videos;
2. Xmart will confirm the request within [24] business hours and provide shipping instructions (Xmart will arrange a return shipment for cases where Xmart covers the cost);
3. Xmart will inspect the product within [01 – 03] business days after receiving the returned item;
4. Notify the customer of the outcome and proceed with a replacement, repair, or refund.

PART C – REFUND POLICY

9. Refund Eligibility

• Customer cancels the order before Xmart hands it over to the carrier: refund 100% of the amount paid;
• Order canceled by Xmart (out of stock, incorrect price, or unable to deliver for reasons not attributable to the customer): 100% refund;
• Eligible returns under Section 6: refund 100% of the product value (and the original shipping fee if the issue is Xmart's fault);
• Duplicate payments, overpayments, failed transactions.

10. Refund Timeframe and Method

• Xmart will issue the refund within [03 – 07] business days after confirming eligibility for a refund (for returns: from the date the returned item is received and inspected);
• Method: refund to the original payment method (card, e-wallet) or transfer to a bank account in the buyer's name; COD orders will be refunded by bank transfer;
• The time it takes for funds to reach your account also depends on the bank/payment provider; Xmart will provide proof of refund upon customer request;
• The value of used discount codes and reward points is not refundable in cash; [codes/points will be returned to the account if still valid].

Implementation Terms

This policy takes effect from [dd/mm/2026] and is published at https://xmart.pet. Xmart may amend or supplement the policy to comply with legal regulations and actual business operations. Any changes will be published on the website before taking effect and will not apply retroactively to orders confirmed before the changes.

For any questions about this policy, please contact us: Hotline 0903 898 478 (Ho Chi Minh City) / 0704 471 438 (Hanoi) – Email: support@xmart.pet.