Exchange and Return/Refund for Online order
To bring convenience to customers in the shopping process, LOTTE Mart would like to apply the policy of exchange, return, and supplement of products as follows:
1. Conditions to apply for exchange, return, and supplement
LOTTE Mart only accepts requests for returning products in case there are no products of the same type and code to exchange, and for the following cases:
- The product has no seal, wrong quantity, wrong description, and model compared to the ordered product.
- The product is damaged due to a manufacturer's fault that differs from the manufacturer's published quality standards or errors during transportation (deformed, scratched, cracking, etc).
- The product has the wrong size
- In cases of missing items, gifts, or damaged goods due to LOTTE Mart's fault, customers must notify the Customer Care department within 24 working hours from the successful delivery time.
- The product expires before or on the date the product is delivered to the customer.
- For product exchanges/returns by weight, LOTTE MART requests to retrieve the full quantity the customer is exchanging/returning. The exchange/return will be processed using the same weight as the order placed on the LOTTE Mart Online app. We kindly ask the customer to retain the full product and any accompanying gifts.
- Customers may submit one exchange or return request per order via the website/app. For any subsequent cases (that still meet the conditions for exchange, return, or additional delivery as per Article 1), customers contact the LOTTE Mart Customer Service department.
LOTTE Mart does not accept the request to exchange or refund for cases not included in the above list.
2. Time frame to exchange, return, supplement request, and process
LOTTE Mart only accepts exchanges with the same product code, the exchange/ return product must be in original, unused condition. The maximum time frame to process exchange/ return/ supplement is three working days from your response time.
Please notify and provide product images to LOTTE Mart as soon as you have a problem and within the following times:
- Fresh products (meat, fish, vegetables, tubers, fruits...), frozen food, dairy/ ham, and flowers: can only be exchanged/ returned within 02 hours from the time of receipt.
- Dry food and Nonfood: due to LOTTE Mart or the supplier can only be exchanged/ returned within 07 days from the date of receipt, the exchange/ returned product must be in its original packaging.
- Incomplete deliveries, missing gifts, or damaged goods cases due to LOTTE Mart's error: Customers need to notify the Customer Service department within 24 working hours of successful delivery.
Note: For fresh/ frozen products, please store them at a suitable temperature after receiving them.
|
NO. |
CATEGORY |
FRAME OF TIME TO REQUEST |
PRODUCT DEFECT |
PRODUCT DEFECT |
|
1 |
Fresh food products: Vegetables, Rice Beans, Fruits, Fish, Meat, Eggs, Seafood, Fresh Noodles, Other fresh foods, and Fresh Cakes from LOTTE Mart's Bakery counter |
Within 02 hours after successful delivery confirmation |
- Exchange products of the same product code. - In case there are no products to exchange, LOTTE Mart will refund |
No exchange, return, or refund |
|
2 |
Frozen food: Ice cream, Frozen fresh (meat, fish, vegetable), Pickled vegetables |
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3 |
Flower |
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4 |
Butter/ Ham: Butter, Cheese, Milk, Sausage, Ham, Yogurt, Flan |
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5 |
Dried Noodles (except Fresh Noodles) |
Within 07 days |
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|
6 |
Can food: Can fish, Can meat, Can fruits and vegetables, Dried meat, Dried seafood |
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7 |
Cooking Oils & Seasonings: Sugar/ Salt & Spices, Cooking Oils, Flour, Powder Mixes, Sauces, Dipping Sauces |
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8 |
Snack & Confectionery: Cakes (except fresh cakes from LOTTE Mart's Bakery), Jelly, Snack and Cereals, candy |
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9 |
Beverages: Soft drinks, Fruit juices, Alcoholic beverages, Nutrition drinks |
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10 |
Tea, Coffee |
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11 |
Diapers, Baby care: Diapers, Laundry supplies, Body care supplies, Weaning food |
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12 |
Beauty, Personal care: Hair care, Body care, Men's care, Oral care, Facial care, Beauty tools, Adult diapers, Tampons |
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13 |
Chemicals, Cleaning: Paper towels, Wet tissue, Detergents, Deodorants, Insecticides |
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14 |
Stationery, Toys, Pet Supplies |
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15 |
Life: Electrical appliances, Furniture, Sports equipment, Kitchenware, Sanitary equipment, Household appliances |
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16 |
Fashion: Women's fashion, men's fashion, children's fashion |
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17 |
Pet food |
3. Method of exchange, return, supplement
Step 1:
- When there is a need for an exchange/ return supplement, you need to contact LOTTE Mart via Hotline/ Kakaotalk/ Email for further support (refer to 5.2. The time frame to exchange, return, and supplement request)
- The contact time for LOTTE Mart is specified in the Time to apply for exchange/return.
- LOTTE Mart reserves the right to refuse exchanges, additional deliveries, and refunds for orders that are not processed by customers according to the methods outlined in this step 1.
Step 2:
LOTTE Mart will respond within 48 hours (or within the time agreed with you) from the date of your request.
In case of exchange/ return due to product defect:
- Please keep the original packaging of the defective product and do not use them. LOTTE Mart will check when receiving a defective product and process an exchange for you.
- In case the product is broken or broken during delivery: LOTTE Mart will exchange the same product with the same product code, you just need to keep the product's packaging and condition and not use it.
- Notes on keeping the product's condition in detail: product packaging, box, accompanying accessories, accompanying gift, accompanying user manual and has no signs of interference, use or repair.
* For online orders under inter-provincial delivery service:
LOTTE Mart will collect all products from the relevant order that you request to return. Please note that LOTTE Mart currently does not support the exchange/ return of individual products. Additionally, to return goods through LOTTE Mart's shipping partner for online orders under the inter-provincial delivery service, please follow these steps:
Step 1: Ensure that the product quality and packaging are in its original condition as when you received it from LOTTE Mart's delivery partner.
Step 2: Pack the items in a carton box, leaving no empty space between the items. Note: For fragile items/ food wrapped with shockproof foam by LOTTE Mart, please re-wrap the items or food with shockproof foam and secure them with tape.
Step 3: Seal the box with tape and secure the corners to prevent any openings.
Step 4: Write the Online Order Code on the carton, along with its dimensions and weight. Step 5: Hand over the carton box to LOTTE Mart's delivery partner.
4. The refund time frame for the returned product
In cases stated in the Return/ Exchange Conditions, LOTTE Mart will refund as following time frame:
| Payment Method | Refund Method | The time for LOTTE Mart to process return and refund request | Bank processing time | Total expected refund time |
| Cash (COD) |
Cash (COD) |
When LOTTE Mart staff comes to recover the product | ||
| ATM Card (NAPAS) | ATM Card (NAPAS) | 2-3 working days | 3-4 working days | 5-7 working days |
| Domestic Credit Card - Vietnam (Visa/ Master/ JCB) |
Domestic Credit Card - Vietnam (Visa/ Master/ JCB) |
3-5 working days | 5-7 working days | 7-14 working days |
| International Credit Card (Visa/ Master/ JCB) |
International Credit Card (Visa/ Master/ JCB) |
3-5 working days | 30-40 working days | 30-45 working days |
| VNPay QR | The account used for payment | Within 24-48 working hours | ||
| MoMo | The account used for payment | Within 24-48 working hours | ||
| ShopeePay | The account used for payment | Within 24-48 working hours | ||
| ZaloPay | The account used for payment | Within 24-48 working hours |
*Note:
1. For inter-provincial delivery and return orders, LOTTE Mart will refund after:
- Your packages have been collected by the delivery staff and transferred to LOTTE Mart store. The estimated delivery time for returned package is from 1 to 4 days depending on your region and objective conditions of the delivery situation.
- The items inside the packages have been checked to ensure that they meet our store return conditions when the packages are transported to LOTTE Mart.
2. Refund time depends on the bank card type used in MoMo/ZaloPay/VNPay QR.
3. Refund excludes shipping, discounts, coupons, and cashback from LOTTE Mart or any other third-party partners.
4. For credit card refunds, check credit card statements or end-of-period balance changes.
5. LOTTE Mart can retrieve any bundled promotional items with the returned product. If unavailable, the return may not be supported.
6. Reward points, including promotions, will be deducted after a refund.
7. Contact us via Hotline/ KakaoTalk/ Email for assistance if the expected refund time elapses without credit.
Policy effective date: from November 20, 2018