Genki Fami is committed to safeguarding the privacy of our customers’ information. Please read the “Privacy Policy” below to better understand the commitments we make to respect and protect the rights of our users:

1. Collection of Personal Information

The information collected through the Genki Fami Website and Mobile Application will help us:

• Assist customers in using Genki Fami’s services.
• Address customer inquiries.
• Provide you with the latest information about our promotional programs.
• Review and enhance the content and interface of the Website and Mobile Application.
• Conduct promotional activities related to Genki Fami’s products and services.

To access and use certain services of Genki Fami, you may be required to provide us with personal information (Email, Full Name, Contact Phone Number, GPS Coordinates, etc.). All information provided must be accurate and lawful. Genki Fami is not responsible for any legal issues related to the information provided.

We may also collect information about your visit frequency, including the number of pages you view, the number of links you click, and other information related to your connection to Genki Fami. We also collect information that your web browser provides each time you access the Genki Fami Website or Mobile Application, including: IP address, browser type, language used, time, and the addresses accessed by the browser.

2. Use of Personal Information

Genki Fami collects and uses your personal information for appropriate purposes and fully complies with the content of this “Privacy Policy.”

When necessary, we may use this information to contact you directly in forms such as: sending newsletters, order confirmations, thank-you letters, technical and security information. You may receive periodic emails providing information about new products, services, upcoming events, or recruitment information if you have subscribed to receive notification emails.

3. Sharing Personal Information

Except for the cases regarding the Use of Personal Information as stated in this policy, we are committed to not disclosing your personal information to outside parties.

In some cases, we may hire an independent entity to conduct market research projects, and in such instances, your information will be provided to this entity to carry out the project. This third party will be bound by a confidentiality agreement under which they are only permitted to use the information provided for the purpose of completing the project.

We may disclose or provide your personal information in truly necessary cases as follows:

• When required by law enforcement agencies;
• In situations where we believe it will help us protect our legitimate rights under the law;
• In emergency situations that are necessary to protect the personal safety of other Genki Fami members.

1. Introduction

Welcome to our website.

By accessing our website, you agree to these terms. The website reserves the right to change, modify, add, or remove any part of these Terms of Sale at any time. Changes take effect immediately upon posting on the website without prior notice. By continuing to use the website after changes to these Terms are posted, you accept those changes.

Please check regularly for updates on our changes.

2. Website Usage Guidelines

When accessing our website, customers must ensure they are at least 18 years old, or accessing under the supervision of a parent or legal guardian. Customers guarantee that they have full civil capacity to conduct transactions for the purchase and sale of goods in accordance with current laws of Vietnam.

Throughout the registration process, you agree to receive promotional emails from the website. If you no longer wish to receive these emails, you can opt out by clicking the link at the bottom of any promotional email.

3. Safe and Convenient Payment

Customers can refer to the following payment methods and choose the one that suits them best:

• Method 1: Direct payment (the buyer receives the goods at the seller’s address)
• Method 2: Payment upon delivery (COD – delivery and cash collection at the location)
• Method 3: Online payment via credit card, bank transfer, Momo Wallet, Ngân Lượng…

To provide our valued customers with the best shopping experience on the Genki Fami website, genkifami.vn, we have integrated several of the most popular payment methods for your convenience:

• Cash on Delivery (COD)
• Bank Transfer
• Payment via Momo e-wallet
• Payment via Ngan Luong e-wallet
• VNPay – Payment using ATM/Visa/Master/JCB/QRCode
• Payment via Zalopay

A. Payment by Cash on Delivery (COD)

COD stands for Cash On Delivery, which means payment upon receipt of goods. With this payment method, customers pay in cash to the delivery staff as soon as they receive their order. We accept the Cash on Delivery (COD) payment method for all orders nationwide.

B. Prepayment via bank transfer

Customers can make a prepayment by transferring the full value of the order to the Genki Fami account provided in the payment section at the time of purchase.

C. Payment via Momo e-wallet

Momo is currently the most popular online payment application in Vietnam, offering many incentives when used to pay for services. Customers purchasing items on the website genkifami.vn can choose to pay using the Momo e-wallet. The system will automatically connect to the Momo application on your phone to confirm the amount and complete the payment quickly and easily.

D. Payment via Ngân Lượng e-wallet

Ngân Lượng is an e-wallet that allows users to make payments and conduct online transactions quickly. It is a digital wallet platform similar to Momo. When paying for an order on the Genki Fami website, customers can choose to pay via Ngân Lượng wallet. The system will automatically link to the Ngân Lượng app on your phone to complete the payment.

E. VNPay – Payment by ATM/Visa/Master/JCB/QRCode

By choosing the VNPay payment gateway, you can select one (1) of the four (4) payment methods below:

1. Domestic payment cards and bank accounts

Make online payments using domestic payment cards (ATM) or bank accounts (domestic accounts) issued by local banks.

Please note that your card must be registered for online payment services with the bank.

2. International Payment Cards

Online payments using international payment cards issued by international card organizations bearing the Visa, MasterCard, and JCB brands.

3. VNPAYQR Code Payment

Online payments by using the QR Pay feature from the Mobile Banking applications of banks or electronic wallets (collectively referred to as VNPAYQR supporting applications) to scan the QR code and complete the payment.

4. VNPAY E-Wallet

Online payments using the VNPAY e-wallet application to scan the QR code and complete the payment.

If you have any questions or issues during the payment process, please contact our HOTLINE: 0703 336 633 for prompt and attentive support!

We wish you a wonderful shopping experience on the Genki Fami website!

Orders placed on the website genkifami.vn will be delivered nationwide to the address specified by the customer within the territory of Vietnam. We will notify you in case the delivery cannot be carried out for any reason.

Our current shipping partners are Nhất Tín Logistics, Viettel Post, and Grab. Genki Fami offers free shipping for regular delivery orders. Delivery times on working days (Monday – Friday) will be confirmed by a phone call from Genki Fami before dispatch.

• For orders within Hanoi: Average delivery time is 4 to 24 hours.
• For orders in other provinces and cities: Average delivery time is 3 to 5 days.

Some notes:

• We will attempt to deliver the package to the recipient three (3) times before notifying that the delivery has failed, and the customer will be responsible for paying the shipping fee for the next delivery attempt.
• Deliveries will not be made on Sundays and public holidays.
• The delivery address cannot be changed after the order has been “Confirmed.”
• If you have any questions or issues during your shopping experience, please contact our HOTLINE: 0703 336 633 for prompt and attentive support!

We wish you a wonderful shopping experience on the Genki Fami website!

Genki Fami will carry out exchanges/returns and refunds for customers in the following cases:

1. The product we delivered does not match the order (product name, model, color).

2. In the case of products damaged during shipping or due to manufacturing defects, customers may refuse to accept the delivery and request the delivery department to contact us directly.

3. Conditions for exchanges and returns (only applicable for online purchases)

Timeframe: Within 07 days from the date of receiving the goods.

Product conditions:

• The goods must be complete: The product must be in its original packaging and not damaged.
• The goods must show no signs of having been used.

4. Costs for exchanges and returns

• In the case of an error on the part of Genki Fami: We will bear all shipping costs for exchanges and returns.
• In the case of personal preference, if the customer wishes to exchange for a different product: The customer will bear all costs for returning the item and shipping the new product.

5. Refund Conditions

Genki Fami will refund customers in three cases:

• Refund when the order is successfully placed but the product has not yet been received
• This situation occurs when we run out of the product the customer wants to order but have not updated the website in time, or if the customer mistakenly placed the order.
• Refund when the customer receives the product but it is defective on our part.
• Refund when the customer no longer wishes to receive the product due to a change in personal circumstances. We will deduct the shipping cost directly from the customer’s refund amount.

WE ONLY REFUND CUSTOMERS WHEN WE RECEIVE THE RETURNED ITEM THAT MEETS ALL OF THE ABOVE CONDITIONS.

The refund process takes up to 5 working days (Monday to Friday).

RETURN PROCESS

• Call the hotline at 0703 336633 to notify us of your request for a return.
• Pack the goods (the product must be intact).
• Return it directly to the address of the store where the online purchase was made: Clearly write the customer’s name, address, phone number, and the content *REQUEST FOR RETURN* on the package.