Return policy

Ganic Product Return and Exchange Policy

Ganic outlines the acceptable reasons, requirements for eligible products, and processing time for customer product returns and exchanges.

I. Accepted Reasons for Returns/Exchanges

• The product is unsealed or differs in quantity, information, or model from the order.

• The product is damaged due to manufacturing defects (e.g., design, content, hidden/internal defects, differences from announced quality standards) or during transportation (e.g., deformation, scratches, dirt, cracks, etc.).

• Product/voucher/certificate has expired on or before the delivery date.

• The voucher/certificate does not match the customer's order, or the scratch-off layer has been tampered with.

• The supplier is bankrupt or has ceased operations, making the voucher/certificate unusable within the validity period.

• The service quality of the voucher/certificate is not as promised: incorrect application of conditions, disrespectful service, or inability to schedule the service on the customer's desired dates (at least 3 documented attempts).

• The customer changes their usage needs.

II. Return/Exchange Conditions

1. Requirements for Return/Exchange

• The product is not in the restricted return list (see appendix).

• The product/voucher/certificate remains intact with original labels, packaging, and seal (except in cases of shipping damage or defects).

• All accessories and accompanying gifts are included (if any).

• The product is clean, odor-free, and unused.

• Customers must submit a Return Request including:

  • (i) a completed Ganic Return Request Form,

  • (ii) proof of purchase (order number, receipt, delivery note, bank statement, etc.),

  • (iii) the product/service to be returned and any accompanying gifts (if applicable).

2. Return/Exchange Timeframe

• Immediate return at the time of delivery/receipt.

• Customers can bring the Return Request directly to Ganic's Return Center, where staff will process the request.

3. Return/Exchange Costs

• For returns due to Ganic's or supplier's fault, customers will not be charged and will receive free delivery of replacement items to the address on the Return Request Form.

• For returns due to a change in customer’s needs (unless otherwise stated in the product/voucher description), return is free, but customers must pay shipping fees according to the delivery policy if they want a new item delivered.

III. Refund Policy

1. Refund Principles

• The refund method depends on the customer’s original payment method.

• Refunds for purchases made with Giftcodes: In special cases where Ganic accepts refunds involving Giftcodes, only the actual amount paid by the customer will be refunded (not the Giftcode value used).

2. Refund Methods

• Refund to Ganic account balance.

• Refund via Banknet system.

• Refund via bank transfer.

• Refund via credit/debit card processor.

• Cash refund at Ganic's Return Center.

3. Processing Time

Ganic will respond to the Return Request via email and/or SMS within 2 business days of receipt.

If the request meets all conditions in Section II.1, the refund will be processed as follows:

• Non-bank payment methods: Refund will be received within 5–7 business days.

• Bank payment methods: Ganic will process the refund request to the bank within 5–7 business days. The bank will then complete the transaction within 7–15 business days after receiving the request.

IV. Return Methods

1. Bring products directly to Ganic's Return Center

Customers can bring products directly to:

In Ho Chi Minh City:
Customer Service Center – 344 Huynh Tan Phat, Binh Thuan Ward, District 7, HCMC

In Hanoi, Da Nang, and other provinces/cities:
(To be announced)

2. Return at the nearest Ganic store or the store of purchase.

3. Customer Service Contact

Customer Service Center – 344 Huynh Tan Phat, Binh Thuan Ward, District 7, HCMC
Phone: 19009477
Email: admin@demo037130.web30s.vn