Terms of Use

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Please read carefully the “Terms of Use” and other terms and conditions posted on the application. By using the cabinet rental service (Service) performed on the SantaPocket mobile application (Application), Customer acknowledges that he has read, understood, acknowledged, accepted and agreed to be bound by these Terms of Use each time he uses the service.

These terms constitute an agreement between the Buyer and Santa Joint Stock Company, a company established and operating under the laws of Vietnam and with Business Registration Code No.: 0318029353 issued by the Department of Planning and Investment on: September 7, 2023 (hereinafter referred to as “SantaPocket”).

SantaPocket reserves the right to adjust, replace, amend and supplement these Terms of Use at any time for reasons related to law, or to ensure the Application operates properly and smoothly or within the scope that SantaPocket considers reasonable. Modifications, replacements, modifications and/or additions to the Terms of Use for Buyers will take effect immediately upon being updated on the SantaPocket application. The Buyer is responsible for regularly updating the Terms of Use. If the Buyer continues to use the Service after the effective date, the Buyer is considered to have agreed to the modifications in the Terms of Use.

Service provider information

SANTA JOINT STOCK COMPANY
🎯 Address: 161 Truong Van Bang, Thanh My Loi Ward, Thu Duc City, Ho Chi Minh City
☎ Hotline 0974 549 066
📧 Email: info.santapocket@santapocket.com

Information about Buyer and account:

By establishing an account on the Application, the Buyer has established a contractual relationship with Santa and automatically agrees to the commitments, conditions and terms of these Terms of Use.

• • The Buyer commits to be 18 years old or older and have full civil capacity according to the provisions of law. In case of under 18 years of age, the Buyer has the knowledge and consent of the Buyer's direct guardian and participates in the transaction.

• • The Buyer commits to comply with account registration by providing a phone number and receiving an OTP code sent to register an account. The provided account is used to use the features on the Application.

• • Buyers are responsible before the law for all information they declare on the SantaPocket Application. If the Buyer provides information of any third party  to Santa, Santa understands that, the Buyer has taken the necessary actions to obtain the consent of that third party to do so. This clause does not limit Santa's right to verify the information provided by the Buyer. 

• • SantaPocket will be exempted from all liability for complaints, lawsuits, and compensation related to the Buyer's incorrect declaration of information and or the Buyer's unauthorized use of other third parties' information. In case the Buyer commits a violation or SantaPocket finds that the Buyer shows signs of violating any commitments or obligations in the Terms of Use, SantaPocket has the right to immediately terminate the Buyer's Account without having to seek the opinion or consent of the Buyer or a third party. any other father. At the same time, SantaPocket has the right to decide whether or not to allow Buyers to register a new Account after violating the above regulations.

• • Santa reserves the right to manage the account of any user without any obligation to reimburse or compensate users who violate any terms and conditions of the regulations/regulations published on the SantaPocket Application. 

Information about services

• • SantaPocket cabinet is a 4.0 smart cabinet using IoT technology that allows users to rent cabinets to make delivery and receipt of goods. To use, users are required to install the SantaPocket application, connecting the user's device to the locker via the QR code integrated on the locker.
  • The SantaPocket application is an application installed on smartphones, synchronized with the SantaPocket Cabinet for users to use the features of the Cabinet.

I. ABOUT SANTAPOCKET CABINETS

1. Information about general trading conditions at SantaPocket Cabinet

1.1. Conditions or restrictions on the provision of services 

• • There is no time limit for using the SantaPocket cabinet.

• • SantaPocket cabinets are located in locations that meet the following requirements: Near the road so vehicles can easily access them, near a power source, and covered.

1.2. Return policy, including return deadlines, methods to return or exchange purchased items, how to get a refund, and costs for this return

• • Payments made for using the service are non-refundable.

• • Only in the event of a technical problem arising from the cabinet during the cabinet rental transaction, money will be refunded to the Buyer's account on the SantaPocket application within 7 working days from the date of the problem.

1.3. Service standards, service delivery process, payment system, loyalty points policy and other terms related to service provision, including conditions and restrictions if any

1.3.1. Procedure for Downloading and Installing the SantaPocket application

• • Step 1: Download and install the SantaPocket application distributed on CH Play (Android) or App Store (iOS) to your phone.

• • Step 2: Access the SantaPocket App.

• • Step 3: Enter your phone number, the system will send OTP login code via SMS.

• • Step 4: Enter the OTP code to log in to the system.

• • B5: Provide personal information, full name, address, email, gender, etc. as requested.

1.3.2. Detailed process of using SantaPocket cabinets

➤ For shippers

• • Step 1: Scan the QR code printed and mounted directly on the SantaPocket cabinets.

• • Step 2: Enter recipient information: phone number, notes (if any).

• • Step 3: Choose the appropriate cabinet size for the package.

• • Step 4: Put the package into the cabinet and close the cabinet to finish the process.

➤ For consignees

• • Step 1: When seeing the notification message sent by the system, the recipient scans the QR code of the cabinet and begins receiving the goods.

• • Step 2: Get goods and check.

• • Step 3: Close the cabinet and finish receiving goods.

1.3.3. Conditions for participating in transactions for Buyers

• • The Buyer undertakes to be the Owner or the Owner's legal representative of the Goods and has the authority to make and accept these Terms and Conditions as representative and on behalf of the Owner of the Goods.

• • Buyers need to register an account by providing a phone number and receive an OTP code sent to register an account. After completing the information, SantaPocket will provide the Buyer with a personal account so that the Buyer can access and manage his/her transaction process (Account).

• • Buyers are responsible before the law for all information they declare to create accounts on the SantaPocket Application. In all cases, SantaPocket reserves the right to verify the information provided by the Buyer. SantaPocket will not resolve the Buyer's complaint in case the Buyer incorrectly declares the information required by SantaPocket when registering.

1.3.4. Regulations on goods and use of services

• • For SantaPocket service cabinets: Depending on the size of the sender's goods, the Buyer chooses the appropriate cabinet size for his or her goods.

• • SantaPocket allows users to send food items (to distinguish “food order”, the sender must select “food classification” when creating a delivery order).

• • For food goods, SantaPocket only accepts storage for a maximum of 24 hours. Santa will combine notifications via the application and/or call directly to remind customers to pick up goods continuously every 3/6/12/24 hours. After 24 hours, if the recipient cannot be contacted or the food order has not been received, Santa will take the order out of the cupboard to ensure hygiene for the user later (This provision only applies to fresh/ready-to-eat items that need to be used on the same day. For dry foods with a long shelf life, Santa staff will send the goods back according to the information on the package back to the cupboard for you).

• • If there is any incident related to the loss of the user's package, after checking the camera, SantaPocket will report the results to the person requesting the check within 72 hours at the latest. If the loss of the package comes from SantaPocket, the company will be responsible for the package.

Note: SantaPocket is only responsible for packages worth less than 2 million VND and can verify the loss of packages originating from SantaPocket.

• • SantaPocket Cabinets is not responsible for the contents inside each package.

• • Regulations on prohibited goods from being sent/transported.

By accepting these Terms and Conditions of Shipping, Buyer understands that they will not transport or store in SantaPocket's cabinets goods including but not limited to the following goods:

1. 1. Military weapons, technical equipment, weapons, military and police vehicles; Military equipment (including badges, insignia, military and police insignia) used for the armed forces; components, parts, spare parts, consulting and specialized equipment, specialized technology to create them.

1. 1. Hunting guns, sporting weapons, support tools.

1. 1. Narcotics and psychoactive substances.

1. 1. Prohibited chemicals and precursors.

1. 1. Cultural products that are depraved, reactionary, superstitious or harmful to aesthetic and personality education; sabotage publications and documents Tools against the State of the Socialist Republic of Vietnam.

1. 1. Fireworks of all kinds.

1. 1. Dangerous toys, toys harmful to children's personality education and health or to security, automation, and social security (including all electronic game programs).

1. 1. Veterinary drugs, prohibited from carrying out drug protection or not allowed to be used in Vietnam according to the provisions of the Ordinance, Ordinance on Protection and Inspection of Plants.

1. 1. Wild plants and animals (including living organisms and their processed parts) are on the list of international treaties to which Vietnam is a member and regulate rare plants and animals for exploitation and use.

1. 1. Exploited aquatic products, aquatic products with toxic residues that are not allowed, aquatic products with toxins that endanger human life.

1. 1. Analysis is not included in the list of products allowed to be produced, traded and used in Vietnam.

1. 1. Plant varieties not included in the list of permitted production and trading; Plant varieties cause harm to production, human health, the environment, and the ecological system.

1. 1. Special, toxic minerals.

1. 1. Importing Scrap for polluted environment.

1. 1. Human medicines, vaccines, biological products, cosmetics, chemicals and preparations, insecticides, and disinfectants in the household and medical fields are not allowed to be used in Vietnam.

1. 1. Types of medical equipment are not allowed to be used in Vietnam.

1. 1. Food additives, dietary supplements, micronutrients, functional foods, high-risk foods, foods preserved by irradiation, foods with altered genes have not been evaluated by competent state agencies.

1. 1. Products and materials containing asbestos-group amfibole.

1. 1. Objects or substances that are explosive, flammable, and chemicals that are toxic or unsanitary, causing environmental pollution.

1. 1. Vietnamese money, foreign money and valuable papers such as currency.

1. 1. Precious metals (gold, silver, platinum...), stones or other products made from precious metals and gems.

1. 1. Cigarettes, cigars and other finished tobacco products are smuggled.

1. 1. Goods containing radioactive substances, radiation equipment or radioactive sources.

1. 1. Wine of all kinds.

1. 1. Types of chemicals that the government prohibits/restricts from circulation, trading, export, and import.

1. 1. Other goods that are prohibited or restricted from business or circulation by law.

1.3.5. Service Fees and Payments

• • When the Buyer uses the Service, the Buyer will pay the costs (Fees) provided by SantaPocket and publicly announced on the SantaPocket Application. In addition, the Buyer will be updated by SantaPocket with the relevant Fees table before completing the Request. Fees may change from time to time.

• • The Buyer accepts the provisions of SantaPocket's payment system:

• • All transactions involving fees between Santa and Buyers in the SantaPocket application will use Coins for payment (except in the case of using free turns when receiving goods).

• • The Buyer owns the Coins in one of the following forms: The Buyer buys the Coins through the methods proposed in the Application: momo wallet, Payoo, VNPay, bank transfer. The price of 1 Coin is 10 VND. During the conversion process from VND to Coins, if the number of Coins is a number with a decimal part, SantaPocket will round according to the rule: If the decimal part is equal to or greater than 0.5, the Coins will be rounded up. If the decimal part is less than 0.5, the Cent is rounded down.; Buyers are given coins by Santa according to Santa's announced programs from time to time.

• • Purchased coins cannot be converted back into VND, even if the account is terminated. Buyers can use Coins for other services on the SantaPocket application, if any.

• • FEE LIST FOR USING SANTAPOCKET CABINETS (see here)

1.4. SantaPocket's obligations and Buyer's obligations in each transaction

1.4.1. SantaPocket's Responsibilities and Obligations

➤ Confidentiality of Buyer information

Buyers' personal information on SantaPocket's Application is committed to absolute confidentiality according to SantaPocket's personal information protection policy. We ensure to only use the Buyer's information with the Buyer's consent, unless otherwise required by law. SantaPocket commits not to use, transfer, provide or disclose to third parties the Buyer's personal information without the Buyer's consent. At the same time, SantaPocket is not responsible nor will it resolve any complaints related to the Buyer's rights if it considers that the personal information initially provided by that Buyer is inaccurate.

➤ Responsibility for notification

In case the information server is attacked by hackers into the database, SantaPocket will be responsible for reporting the incident to the investigating authorities for timely handling and notifying the Buyer.

1.4.2. Buyer's Responsibilities and Obligations

In addition to the transaction conditions for Buyers stated in the above section, Buyers need to ensure the following obligations:

➤ Responsibilities and obligations regarding information used on the SantaPocket application

• • The Buyer will provide complete and accurate personal information as requested by SantaPocket upon registration and throughout the use of SantaPocket's Services via the Application.

• • The Buyer agrees to allow SantaPocket to use his personal data (including phone number) and transfer these data to SantaPocket servers for the purpose of providing services. At the same time, the Buyer also allows SantaPocket to freely prepare, collect, store and update personal data within the scope and time requirements during the process of SantaPocket providing the Services.

• • Buyer shall be solely responsible for the use of its Account on the SantaPocket Application and shall not authorize, assign or otherwise transfer its Account in any manner to any third party.

• • The Buyer shall not use an Account other than his/her own to request services.

• • The Buyer will correctly perform the necessary operations to accurately fill in information about the name, address, contact phone number of the sender and recipient as well as order information in the correct corresponding fields. Warrant that the description and details of the Goods are true, complete, and accurate in any and all media. For any reason giving rise to doubt as to the accuracy of the Description of the Goods, SantaPocket reserves the right to unwrap the Goods and inspect to confirm the Description of the Goods. For the avoidance of doubt, SantaPocket shall under no circumstances be obliged to inspect the Goods. Before delivery is commenced, the Buyer must advise the consignee of any specific considerations that must be taken into account when handing over the Goods based on the nature of the Goods. SantaPocket is exempted from liability for damages caused by operations performed incorrectly on the Application.

➤ Regarding goods stored at SantaPocket cabinet

• • The Buyer will be responsible before the law for all goods for which he requests SantaPocket to perform services and is obligated to provide full legal invoices and documents when requested by SantaPocket or competent authorities.

• • The Buyer undertakes not to use the Service for illegal purposes and will not require the transportation or storage of any goods prohibited by law as stated in section 3 of the Terms and Conditions for Buyers.

• • Buyer will not use the Service or Application to cause inconvenience or inconvenience to consignees or SantaPocket's business operations; Do not intentionally defame, slander, or fabricate things that damage the honor and reputation of SantaPocket.

• • The Buyer will not engage a third party in any way that causes damage to the Application or the quality of SantaPocket's Services.

• • The Buyer assumes all liability and responsibility for loss, enforcement of the Goods by competent authorities or damages suffered by the sender or any third party as a result of breach of these Terms and Conditions of Participation for Buyer.

• • In case the Buyer commits a violation or SantaPocket finds that the Buyer shows signs of violation, SantaPocket has the right to immediately close the Buyer's Account without having to seek the opinion or consent of the Buyer or any other third party. At the same time, SantaPocket has the right to decide whether or not to allow Buyers to register a new Account after violating the above regulations.

• • In case the Buyer uses SantaPocket's Services and causes damage to SantaPocket, other SantaPocket Buyers or any other third party, he/she must be responsible for compensation corresponding to the damage caused according to the provisions of current law.

➤ Responsibilities and payment obligations

• • Buyer will pay Freight in accordance with SantaPocket's Freight table and agreement.

• • Comply with payment methods, make payments according to the agreed order and procedures and according to the provisions of law.

➤ Responsibility for notification

• • In case the Buyer loses the phone or changes the phone number to register for the Account, the Buyer is obliged to notify SantaPocket at the hotline number 0974 549 066 or email info.santapocket@santapocket.com so that SantaPocket can make changes or temporarily block relevant transactions to help the Buyer manage their use of the Service.

• • SantaPocket will not be responsible or settle claims in case the Buyer does not notify SantaPocket, resulting in a third party using that Buyer's Account to make a request to use the cabinet.

2. Information about payment methods

➤ Buyers will pay SantaPocket directly through a number of methods suggested on the Application such as:

• • MoMo Wallet

• • Payoo Wallet

• • VNPay wallet

• • Domestic ATM card

• • International payment card

• • Bank transfer

➤ Payment via bank transfer, the amount will be converted to Coins and automatically updated to the balance on the SantaPocket application (According to article 2.3.5)

• • Account name:PHAN SANTA CO., LTD

• • Account number: 482584

• • Bank: OCB (Oriental Bank)

• • Branch: City. Ho Chi Minh

• • Transfer content: (Please copy the correct automatic deposit syntax in the Deposit section in the SantaPocket application)

• • Deposit face value: 20,000 VND | 50,000 VND | 100,000 VND | 150,000 VND | 200,000 VND | 500,000 VND

3. Loyal Buyer Policy

3.1. Accumulate Loyalty Points

Loyalty membership points accumulation system for Buyers who regularly use services at the SantaPocket application.

The unit for calculating Loyalty Points is the Pine Cone and will be calculated as follows:

• • Completed applications with a duration of 1 hour and 30 minutes will receive 01 Pine Cone

• • A completed locker rental application with a duration of 1 hour and 30 minutes will receive 01 Pine Cone

3.2. Privileges for loyal Buyers

The point accumulation policy is designed to bring special incentives to loyal users of SantaPocket. SantaPocket will notify you in detail in the near future.

4. Other regulations

• • Regulations on recall and cancellation of orders:

Payments made for using the service are non-refundable. Only in the event of a technical problem arising from the cabinet during the cabinet rental transaction, money/coins will be refunded to the Buyer's account on the SantaPocket application within 7 working days from the date of the problem.

• • SantaPocket's order recall and cancellation process is as follows:

Step 1: After 72 hours, the Buyer receives a text message notifying them that they are about to withdraw the order. Buyers have 24 hours to respond to Santa's message or pick up the goods directly. After 24 hours, if no response is received from the Buyer, Santa will have staff record the order information and return it to Santa's office. 

Step 2: Within the next 30 days, Santa's customer service department will contact the customer at least once (Call directly and/or text via phone number/Zalo).

• • In case the recipient still cannot be contacted: Leave an SMS message informing them that the goods will be canceled within the next 24 hours if they do not receive a response from the package owner on the 30th day. 

• • In case the customer is contacted, but the customer does not want to receive the goods and agrees to cancel: request the customer to confirm "Agree to cancel the package" via SMS to Santa. 

• • In case you want to receive the order back, the Buyer is required to pay the cabinet rental fee within 72 hours according to Santa's prescribed fee schedule and pay the fee to return the package to the customer's desired address. (If the Buyer has more than 1 package, the cabinet rental fee and shipping fee will only be charged once to support customers)

• • Note: For food goods, SantaPocket only accepts storage for a maximum of 24 hours. Santa will incorporate notifications through the app to remind customers to pick up goods continuously every 3/6/12/24 hours. After 24 hours, if the recipient cannot be contacted or the food order has not been received, SantaPocket will remove the order from the cabinet to ensure hygiene for other users. This provision only applies to fresh/ready-to-eat items that need to be used on the same day. For dry foods, SantaPocket staff will send the goods back according to the information on the package to the customer.

 II. ABOUT SANTAMARKET SERVICES

1.Explanation of words

• • SantaMarket:A distribution model in which Santa acts as a product distributor for store and grocery partners. Products are displayed and traded through the SantaPocket App in the SantaMarket feature.

• • Buyer:Individuals or organizations wishing to purchase products posted on the SantaPocket Application.

• • Stores/Grocery:As a cooperative partner with Santa through a product distribution contract, in which Santa has the right to distribute goods on the SantaPocket application for Stores/Grocery.

• • SantaWallet:Is a payment balance system in the SantaPocket application, helping Buyers make transactions on the platform. Balances in SantaWallet may only be used in accordance with SantaPocket's terms and regulations.

• • When using services on SantaMarket/SantaPocket, Buyers agree toSantaPocket terms and conditions, including but not limited toshipping, exchange/return policies and information security. Santa reserves all rights to adjust and update these terms to comply with legal regulations and operational practices, and notify Buyers in an appropriate manner.

2. Buying and selling process

a. Order

• • When in need, Buyers will select goods and place orders on the SantaPocket App at any time of the day.

• • After the Buyer completes the information and accepts the transaction conditions, the order will be effective for the Buyer to carry out payment procedures.

b. Pay

• •  Buyers deposit money into SantaWallet through payment methods such as bank transfer, e-wallet (MoMo, VnPay, etc.) to make payment for purchases  on the SantaPocket application.

• • Buyer pays 100% of order value (including product and shipping fee)

• • For other incidental fees (SantaPocket locker shipping fee), Buyers please pay separately.

• • Santa has the right to refuse or cancel orders if it detects signs of payment fraud.

c.Delivery

• • After the order is completed and paid for, Santa staff prepares, packs and delivers the goods.

• • Orders will be delivered within two fixed time frames per day, delivery time ranges from 3-4 hours:

• • Morning - noon time:9:00 - 12:00

• • Afternoon - early evening frame:13:30 - 17:30

Note:Orders placed after 10:30 a.m. and 3:30 p.m. will be counted in the next time frame.

• • All orders will be delivered by Santa, or through a shipping partner designated by Santa, to SantaPocket according to the Buyer's specified information.

3. Rights and obligations of the parties

a.Santa's rights and obligations

• • Make sure the product has a clear origin and correct description on the SantaPocket App.

• • Manage and update product catalogs and ensure information accuracy.

• • Support Buyers during the transaction process, including ordering, payment and delivery.

• • Have the right to refuse or cancel orders if fraud or violation of regulations is detected.

b. Rights and obligations of the Buyer

• • Provide accurate information when placing an order to ensure the transaction process goes smoothly.

• • Pay the full order value (including product fees and shipping fees) according to the payment method specified on the SantaPocket Application.

• • Inspect goods immediately upon receipt and respond within the specified time if any problems arise.

• • Have the right to make a complaint or request an exchange/return if the product is defective, damaged or not as described

• • Responsible for the integrity of the product when sent to SantaMarket if there is a request to exchange/return goods. 

4. Complaint handling process

a. Inspection process 

- When receiving goods from the shipping unit, the Buyer can open the seal on SantaMarket's box to check the goods by recording a video of opening the package.

Note: The inspection will not include opening the product's own seal (affecting the seal, product packaging...) or in-depth inspection (plugging in, testing, recording data,...).

- Buyers please directly check the goods to ensure the accuracy of type, quantity as well as other visual factors of the goods such as packaging, color, etc. If - Buyer does not have a video of opening the package, Santa will be exempted from responsibility for the accuracy of quantity, type, and appearance of goods, assuming that the Buyer has agreed to receive the goods in full and as requested.

- Important points when receiving goods:

• • Buyers should only receive goods if: Order number, Supplier name, Product, Recipient information, Bill of lading code completely match the order information. 

• • Check the packaging and product for damage during transportation.

• • Buyers should note that they record video of the unpacking process and take photos to show evidence of damaged goods upon receipt.

b. Procedures for receiving and handling complaints

- In case of a complaint (information error, defective goods packaging), the Buyer contacts SantaPocket and provides order information, product images and detailed description of the error/damage. via the following channels:

➤ Hotline: 0974 549 066

➤ Zalo OA: SantaPocket

- Time to receive complaints: Santa will receive complaints within 5 days from the time the shipper sends the goods to the locker.

- Complaint processing time: Santa will process complaints within the next 7 days (excluding Saturdays, Sundays, and Holidays).

- If the request is valid, the Buyer can choose:

• • Exchange/return products according to SantaMarket's policy.

• • Refunds according to SantaMarket policy.

5. Return and refund policy

a. Return policy

-Return period

	Since SantaMarket delivered successfully	Defective/damaged product (Due to Seller or shipping)	Product is not defective
Non-product products cannot be exchanged/returned	First 3 days	- Renew - Pay without fee	Exchange/return is not supported
Day 4 onwards	- No exchange/return support - Warranty according to regulations of the Company/Manufacturer

-Return conditions

REASON FOR RETURN	CONDITION
Pay due to need (change your mind)	- The product is in the same condition as when received, the box and packaging are complete and intact, the product has not been used, the manufacturer's stamps, labels or seals are still intact (if any). - All accessories, warranty card and accompanying gifts (if any) are still intact and have not been used. - The product has not been activated with electronic warranty. - The product cannot be paid by installments. - The product is not on the list of restricted returns (in section 3)
Technical error	- The product has a manufacturing defect, not a user error and has not been repaired. - The product still has full boxes, accessories, and warranty card (if any)Note: For products that do not meet the above conditions or (and) products used for business/commercial purposes, SantaMarket will provide warranty or repair support according to the company's regulations.
Missing delivery/ Wrong delivery/ Broken, scratched, dented/ Expired/ Showing signs of use	- The product is in the same condition as when received, complete with box, packaging, accessories, promotional gifts (if any) and unused. - The Buyer has not signed the joint inspection record when receiving the goods from the shipping unit.
Counterfeit/counterfeit goods	Buyers need to provide the following information: - Authentic evidence / reliable proof that the product at SantaMarket is not genuine (for example, checking the serial number on the genuine website shows that it is not genuine) - Signs or sources of information relied on to doubt the quality of the product. - Actual product image confirming purchase on SantaMarket, showing batch number (Lot Number/ Batch Number/ Lot No./ Batch No.), barcode/ QR Code...(if any) - Confirmed information about the brand/product owner (if any)

-The catalog does not support returns

Due to regulations from the manufacturer/seller, the product types in the list below,SantaMarketUnfortunately, we cannot support returns for Buyers

No	Categories of industries	Product type
1	ICT industry	- All sim and scratch card products - Digital equipment products, digital accessories, IT equipment with warranty activated, seal removed, used, data backed up... - Copyrighted software sent electronically
2	Mother and baby	- Underwear, baby swimwear - Products purchased at offline events - Non-returnable products, detailed on each Seller
3	Beauty - Health	- Cosmetics, perfumes - Food supplements (Beauty foods, health care, weight control, sports nutrition) - Functional foods, nutritional products of ginseng, lingzhi, red ginseng - Sexual aids - Products purchased at offline events
4	Home and life	- Non-returnable products are detailed on each Seller
5	Consumer goods - food	- All fresh food and dry food goods
6	Sport	- Golf clothes - Swimwear, fitness clothes, fitness and yoga clothes - Bulky products - Products purchased at offline events
7	Fashion	- Underwear, swimwear, pajamas, bodysuits, leggings and socks - Products purchased at offline events - Some brands do not accept returns according to the Seller's regulations. (Non-returnable products are detailed on each Seller)
8	Other products	- Promotional products, free gifts - Goods purchased at Offline events - Liquidation products - Products purchased with installment payments - Products in the non-returnable list or stated as  non-returnable products in the detailed product description on SantaMarket. - Products on display or part of the inventory clearance program, sample removal. - Products are consumables or electronic products sent via Email or SMS. - Products manufactured by Apple Inc. production and supply.- Products are ordered upon request.- Products are in the non-returnable list or are listed as non-returnable products in the detailed product description on SantaMarket.

-Essential information when requesting a return

To protect the interests of Buyers and allow SantaMarket to work with relevant departments when a dispute occurs, SantaMarket encourages Buyers to prepare the following evidence to provide upon request:

• • Video of opening the package from the beginning of opening the package to checking the product inside the box.

• • Photo of package label showing order code.

• • Images show defective products or product condition upon receipt.

• • Appearance condition (tape, seal, container shape) especially locations suspected of having an impact on the product

- Steps to make a return:

Step 1: Contact the Customer Service Team 

➤ Buyers contact support via Customer Service Hotline 0974549066 or email: info.santapocket@suga.vn and provide detailed information about the defective product including:

• • Order number

• • Product name

• • Product defects (detailed description and photos/clips if available)

• • Support needs: exchange/return/warranty

- After receiving the exchange/return/warranty request, the Customer Service Team will assist and guide the Buyer on how to send the goods back to Santa within 48 working hours.

Step 2: Pack the product 

• • Buyers should use boxes or cartons larger than the product for packaging.

• • In case of exchanging/returning products belonging to 2 different orders, Buyers please package the packages separately to avoid confusion during SantaMarket processing.

• • For used products, Buyers need to clean the product before packaging.

Step 3: Pack the accompanying accessories

• • Product accessories/components need to be individually wrapped or wrapped with tape to avoid loss.

• • Buyers please enclose an invoice or promotional gift (if any).

Step 4: Insert lining and cover the product.

• • High-value electronic products need to be carefully packaged to avoid breakage during transportation

• • For fragile products or liquids that may leak or be damaged during handling, to pack these products, Buyers please follow the following instructions:

+ Step 1: Secure the product lid with clear tape

+ Step 2: Wrap the product with 3-4 layers of bubble wrap. Securely tape the edge of the bag

+ Step 3: Place the product in the box and secure it around with foam

+ Step 4: Cover the box and seal the box with tape

• • For sharp products that need to be repackaged with sharp edges, to pack these products, Buyers please repackage sharp edges with outer boxes or with air bags.

• • Combo goods need to be wrapped together

Step 5: Complete packaging

• • Buyers should be careful not to stick tape directly onto the product box.

• • Note the information on the outside of the packaging box: order code, return request code, recall code.

Note:

• • The shipping unit may refuse to accept returned products that have not been packaged according to the above instructions.

• • Buyers need to record a video clip of product packaging for future reference/complaint evidence if a dispute occurs.

• • Buyers please send the correct product and registered quantity. SantaMarket is not responsible for products other than the content noted in the return request.

Step 5: Hand over the package to the SantaPocket smart cabinet for the recovery staff

• • The Buyer sends the package to the Santa locker with the recipient's phone number as the Santa Recovery Officer and notifies Customer Service that the package has been sent to the locker.

• • Santa is not responsible if the Buyer enters the recipient's phone number incorrectly and does not notify Santa that the package has been returned to the SantaPocket smart locker.

 b. Refund policy

-Refund cases

• • The Buyer agrees that Santa will only refund the product to the Buyer in one of the following cases:

• • SantaMarket or the Seller confirms successful receipt of the returned product to proceed with the refund.

• • The Buyer is entitled to an immediate refund by SantaMarket without the Buyer having to return the product;

• • SantaMarket decides to refund the Buyer as soon as the Buyer has returned the product to the shipping unit and the shipping unit confirms receipt of the returned product.

• • Some special force majeure cases lead to the Buyer requesting a replacement or refund beyond the return period or not meeting the return conditions specified in:

• • Product return policy

• • And the product is not in the Restricted Returns category

• • The product must be within the warranty period mentioned

-Goods are not eligible for return or refund

• • Goods are missing parts and are no longer new;

• • Goods damaged during use by the Buyer; and

• • Product color may vary due to lighting or image quality.

-Refund method

• • Santa supports Buyers in returning products and does not charge any additional costs.

• • Buyers please package the product so SantaMarket can collect it for free.

• • Refund method:

• • For orders that have been paid online: Santa will issue a refund to the bank account chosen by the Buyer.

• • Depending on the processing time of each bank, it can usually take 7 - 10 working days for the money to reach the Buyer's account. If the Buyer does not receive money into their account after 10 working days, please contact the Santa Customer Service Team again. Santa will immediately contact the bank to ask for faster checking and processing for the Buyer.

Note:Santa will notify you when the product has been received from the Buyer. Santa will refund the product value that the Buyer has paid. Shipping fees, installation fees, surcharges and additional promotions are non-refundable.

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