Delivery policy at THOLux E-commerce Platform - Delivery method - Delivery process - Payment method

I. DELIVERY POLICY

Delivery time within Binh Duong city: 2-4 days

Delivery time outside Binh Duong city: 3-4 days

Delivery time in other provinces: 5-6 days. The above delivery time is an estimate. Delivery time may be faster or slower depending on favorable traffic conditions, social distancing, peak or off-peak times.

Other conditions:

• We will not deliver more than 2 times when the customer arbitrarily changes the delivery location or cannot contact the customer when arriving at the delivery location previously confirmed with the customer.

• If the delivery address is unclear, located in an alley or dangerous place, or where transportation is difficult, we have the right to refuse to transport or deliver goods directly.

• We reserve the right to refuse delivery service to customers when we feel that home delivery may pose a danger to the delivery staff.

• In case of force majeure due to natural disasters, floods, epidemics... We are not responsible for compensating for damages arising from late delivery or failure to deliver to the agreed location with the customer.

II. PAYMENT METHODS

1. Cash on Delivery (COD)

2. Payment by ATM card, credit card, Visa/Master debit card: Payment fee depends on each card type and card issuing bank. Please contact the card issuing bank for payment fee details.

3. Payment via MoMo application: You need to download the MoMo application to your phone, link it with your bank and deposit money into your MoMo wallet, then place an order on and select the payment method using MoMo Wallet.

4. Payment via VnPay: You need to download the VnPay application to your phone, link it with your bank to place an order on THOLUX and select the payment method using VnPay.

Buyers from the website must comply with THOLUX's payment policy.

III. CANCEL ORDER

We will try to process all orders within 24 hours of placing your order. Orders can only be canceled when they are in “Pending” & “Processing” status. Once the order changes to “Delivered to the shipping unit” status, we cannot cancel the order.

To cancel an order, please notify THOLUX via:

Email: [email protected]

Hotline: 0868 580055 (8:00 – 18:00)

IV. ORDER CONFIRMATION

• Phone Confirmation: Only applies to orders that do not have the necessary shipping information or that the customer has noted this request.

• SMS and Email Confirmation: Applies to all orders that have complete shipping information.

Note: The order confirmation email may be in the spam mail box. Please search for “Tholux” in the search bar of the mailbox if you do not receive the confirmation email.

The order will be automatically canceled if:

THOLUX staff cannot contact the customer to confirm the order information.

The delivery staff or THOLUX staff cannot contact the customer at the time of delivery (maximum 3 calls, each time 10 minutes apart).

V. DELIVERY PROCESS

THOLUX ships goods through shipping units and guarantees 100% new products. However, during the shipping process, unexpected risks and breakages may arise. Therefore, when receiving the goods, customers need to pay attention to performing 3 steps when receiving the order:

Open the package and compare the order with the invoice.

Check whether the actual product is the same as the product that the customer ordered.

Check whether the packaging and product are damaged during the shipping process.

If you are not satisfied with one of the above 3 things, you can ask the delivery staff to confirm and return the goods.

THOLUX is not responsible for resolving complaints about missing goods or wrong delivery after the customer has signed and paid.

If the customer chooses the "COD" payment method, they will pay directly to the delivery staff immediately after receiving the goods.

With other forms of online payment such as by card (ATM, Visa/Master card...), payment via MoMo e-wallet, VnPay transfer, customers only receive the goods and sign for receipt with the delivery staff.

For orders paid online, if there is a delivery fee, the customer will pay this fee directly to the delivery staff.

For any questions, please contact Hotline 0868 580 055 or visit the website directly: https://tholux.vn to receive feedback.