Operational Regulations

OPERATIONAL REGULATIONS OF EMARTMALL

Emartmall.com.vn is an E-Commerce website designed to support the most demanding customers who want to find online information about a variety of goods or need to purchase goods online.

Emartmall.com.vn aims to become a reliable E-Commerce website in the E-commerce market, is the commercial bridge to response the needs of shopping for customers.

I) General Rules

E-Commerce website Emartmall.com.vn was operated by THISO RETAIL COMPANY LIMITED ("Company"). Target customers are all customers in Vietnam who need to buy goods but do not have time to visit Emart Supermarket.

Products are traded at www.emartmall.com.vn must comply with the law, not selling counterfeit goods, unknown origin, portable goods.

Trading activities at www.emartmall.com.vn must be made publicly and transparently, ensuring the rights of consumers.

II) General Regulations

E-Commerce website www.emartmall.com was developed by THISO RETAIL COMPANY LIMITED with the transaction name is: www.emartmall.com.vn (referred to "Emartmall.com.vn")..

Common Definition:

Emartmall: is an E-Commerce website that have the sales function of the company.

Goods:Goods are traded on the E-Commerce website Emartmall.com.vn.

Intellectual Property: any patent, copyright, design registered or unregistered, design rights, registered or unregistered trademarks, service marks or industrial property rights, or other intellectual property and includes applications for any of the above categories.

Member: is an individual who register for a member account at E-Commerce Website Emartmall.com.vn and need to find information about goods and services posted on Emartmall.com.vn to buy goods. Members are also customers of Emartmall.com.vn.

- When customers register as members of E-Commerce website Emartmall.com.vn, members understand that:

+ Member can create a personal account to use.

+ Members can purchase goods and services at prices and standards according to the commitments announced on Emartmall.com.vn.

- The contents of this Regulation shall comply with the current regulations of Vietnam. Members participating in the E-Commerce website Emartmall.com.vn must find out their liability for the current law of Vietnam and commit to implement the content in the E-Commerce website Emartmall.com.vn.

III) Transaction Process

1) Process for customers

Step 1: Log in to your account on Emartmall.

Step 2: After selecting goods and viewing detailed prices, choose the quantity you want to buy and press the "Add to cart" button. Then check the selected items in the shopping cart again.

Step 3: Fill in the delivery information including the recipient's address, name, phone number and desired delivery time frame.

Step 4: Choose payment method, use membership points, give information for VAT invoice issuance (if any) and choose processing method when the product is out of stock. After checking all information, you press the "Confirm" button to complete the order. Emartmall will send you a message confirming your order has been successfully ordered along with the order number.

Step 5: After receiving the order, Emartmall will process the delivery according to the recipient's address and phone number. In case the recipients cannot be contacted, the delivery time may be later than expected.

Step 6: Emartmall delivers the goods and hands over the purchase invoice with the stamp of Delivered.

Step 7: Check the goods with the delivery staff and sign to confirm receipt of the goods on the delivery invoice. If the product has problems with packaging, expiry date,... hand it over to Shipper staff for exchange/refund.

In case of returning goods after delivery is completed, please check the EXCHANGE/ RETURN/ CANCELLATION AND REFUND POLICY for reference.

Step 8: After successful delivery, Emartmall issues an electronic VAT invoice (if required) via the email provided by the customer.

2) Shipping Policy

When receiving the order from the customers, Emartmall.com.vn will confirm the order as soon as possible.

The delivery time begins when the customer's order is successfully verified.

Emartmall.com.vn delivers free shipping for orders from 300,000 VND within 5km and Free shipping for orders over 500,000 VND for areas over 5km.

More details about delivery area please see in SHIPPING - DELIVERY POLICY.

3) Warranty Conditions

• The warranty period is valid (based on the stamp/warranty card or the time of activation of the electronic warranty)

• Having stamp/Warranty card

• Goods with technical errors

• Cases where warranty fees may incur:

- Goods have expired warranty period.

- Goods are broken, deformed, fired, exploded, humidity in the engine ... by the user

If customers need to guarantee goods, please contact directly with the Center of warranty of this brand in the local (if any). If the customer is too far away from the warranty center or other inconvenience can not come to guarantee directly, customers can send goods to Emartmall.com.vn, depending on the case Emartmall.com.vn will support send goods for warranty.

4) Return Policy

- Return means returning purchased goods and receiving a refund of the amount paid for such goods.

- Exchange means exchanging purchased goods for the same type of goods.

4.1) Exchange/Return Period

- Customers may request an exchange/return within 15 days from the date of receipt for Emartmall orders.

- For electronics, electrical appliances, fashion items, and household electrical products (e.g. pressure washers, drills, power sockets, desk lamps, mosquito killer lamps, etc.), customers may request an exchange/return within 07 days from the date of receipt for Emartmall orders.

- If the last day of the exchange/return period falls on an Emartmall holiday, the period will end on the next working day of Emartmall.

4.2) Conditions for Exchange/Return: Customers must fully meet the following conditions to be eligible for exchange/return:

- The product must be intact, 100% new, not dirty, not damaged, with full labels, packaging, and accessories. For sealed products, the original seal must remain intact (except in cases of technical defects or damage during transportation).

- Provide the original purchase invoice and/or original VAT invoice (if any).

- When returning goods, any accompanying gifts or gift vouchers (if any) must also be returned and meet the following requirements:

• Gifts/gift vouchers must be intact, 100% new, not dirty, not damaged, with full labels, packaging, and accessories. For sealed gifts/gift vouchers, the original seal must remain intact (except in cases of technical defects or damage during transportation).

• In case gifts/gift vouchers are missing or do not meet the above requirements, subject to Emartmall’s decision, customers must either purchase another product at Emart supermarkets with a value equal to or higher than the gift/gift voucher value, or Emartmall will deduct the gift/gift voucher value from the refund amount, or the customer must pay the gift/gift voucher value to Emartmall.

- For electronic and electrical products, additional conditions as stipulated by the manufacturer (if any) must be met.

- For Emartmall orders, goods purchased at a specific Emart supermarket must be brought to the Customer Service counter of that same Emart supermarket for exchange/return.

Emart Supermarket Addresses:

Emart Phan Van Tri: 366 Phan Van Tri, An Nhon Ward, Ho Chi Minh City

Emart Sala: B1 Floor – Thiso Mall Sala, Sala Urban Area, 10 Mai Chi Tho, An Khanh Ward, Ho Chi Minh City

Emart Phan Huy Ich: 1st Floor – Thiso Mall Truong Chinh - Phan Huy Ich, 385 Phan Huy Ich, An Hoi Tay Ward, Ho Chi Minh City

- The product must not fall under the list of non-exchange/return products specified in Section 5 of EXCHANGE / RETURN, ORDER CANCELLATION & REFUND POLICY, except in cases where the product is defective due to manufacturer error or Emartmall’s fault.

4.3) Refund Method and Timeline:

Refunds will be processed according to the customer’s original payment method, with the following timelines:

- Cash on Delivery (COD): Cash refund at the time of return

- Bank transfer: Refund within 7–10 working days to the customer’s bank account used for payment

- MoMo e-wallet: Refund within 15–20 working days to the customer’s MoMo wallet used for payment

- Card payment: Refund within 15–30 working days to the customer’s bank card used for payment

4.4) Specific Regulations for Electronic and Electrical Products

- Exchange/return of electronic and electrical products shall comply with the specific policies of each manufacturer.

- Exchange/return is not applicable to products that do not meet the manufacturer’s exchange/return conditions.

- Customers are required to review the manufacturer’s exchange/return policy before purchasing electronic or electrical products on Emartmall. By purchasing such products on Emartmall, customers confirm that they have read, understood, and agreed to the manufacturer’s exchange/return policy.

4.5) Products Not Eligible for Exchange/Return

- Alcohol, fresh food, pre-processed or cooked food, frozen food, chilled/cold-stored food, products with a remaining shelf life of less than 15 days.

- Cosmetics, accessories, underwear, swimwear, sports underwear.

- Light bulbs, wall clocks, powdered milk, baby bottles, nipples/teats.

- Products damaged due to improper use or storage contrary to the manufacturer’s instructions.

- Promotional giveaway items, clearance products.

- Products beyond the permitted exchange/return period.

4.6) Exchange Method

Exchanged goods must be of the same type as the originally purchased goods. If Emartmall no longer has the same type of goods available, Emartmall will issue a refund in accordance with Section 3 of this EXCHANGE / RETURN, ORDER CANCELLATION & REFUND POLICY.

4.7) Exchange/Return Costs

Customers are responsible for shipping costs for returning/exchanging goods to Emart supermarkets and for shipping exchanged/returned goods back to the customer’s address.

5) Procedures to support complaints

Emartmall.com.vn is responsible for receiving complaints and supporting the customer involved in the transaction at Emartmall.com.vn.

Emartmall Customer Serivce:

Phone: (028) 3622 4567

Email: emartmall@emart.vn

Emartmall.com.vn respects and strictly abides by the provisions of the law on protecting the rights of members (customers). Emartmall.com.vn provides full, accurate, truthful and detailed information related to goods and services.

Emartmall.com.vn is responsible for receiving complaints and supporting the Member involved in transactions at the E-Commerce website Emartmall.com.vn. When the dispute arises, Emartmall.com.vn emphasizes the negotiation and conciliation among the parties to maintain the trust of the members in the quality of E-Commerce website Emartmall.com.vn and follow the following steps:

Step 1: Members complain about the goods of Emartmall.com.vn by email or telephone.

Step 2: The customer care and support department of Emartmall.com.vn will receive the complaints of the Member, depending on the problem and level of the complaint, Emartmall.com.vn will take measures to support customers resolving that dispute. This department actively solved quickly and immediately respond to solve complaints based on the published policies within 2 working days.

Step 3: In the case outside the jurisdiction and authority of Emartmall.com.vn, the Management Department of E-Commerce website Emartmall.com.vn will request customers to bring this case to the State agency for settlement with the law.

The parties including member, Emartmall.com.vn will have a role in actively solving the problem. For member, should have the responsibility for providing information about the facts.

IV) Payment Process

Step 1: Customer find information about goods and services posted

Step 2: Customer confirms the order

Step 3: Customer choose one of the payment method and confirm payment

• Cash on delivery (COD)

• Online payment

Step 4: Emartmall calls to confirm with the Customer;

Emartmall will handle out-of-stock products based on the customer’s selection at checkout:

Case 1. Customer selects “Remove product from cart and no notification needed”

Emartmall will automatically remove the product, refund any price difference (if any), and continue processing the remaining items in the order.

Case 2. Customer selects “Call to notify out-of-stock product”

Emartmall will contact the customer by phone to agree on a handling option:

- Agree to remove the product: Emartmall removes the product and refunds any price difference (if any).

- Agree to exchange for an equivalent product: Staff will consult on a replacement product. Emartmall will refund any price difference (if any) after customer confirmation.

- Wait for restock – Do not agree to remove or exchange:

• Emartmall will hold the order for a maximum of 03 days.

• After 03 days, if the product is still unavailable, Emartmall will contact the customer again to choose one of the following options: remove the out-of-stock product, exchange for another product, or cancel the entire order.

- Cancel the entire order: If the customer chooses to cancel the entire order or does not agree with any proposed handling option, Emartmall will cancel the entire order and refund 100% of the amount paid (if any) in accordance with the current refund policy.

Refunds will be processed according to the customer’s original payment method, with the following timelines:

- Cash on Delivery (COD): Cash refund at the time of return

- Bank transfer: Refund within 7–10 working days to the customer’s bank account used for payment

- MoMo e-wallet: Refund within 15–20 working days to the customer’s MoMo wallet used for payment

- Card payment: Refund within 15–30 working days to the customer’s bank card used for payment

Step 5: Delivery staff process shipping;

Step 6: Customer receive goods, pay by cash in case of choosing the payment method of Cash on delivery;

V) Secure Transaction

The Management Department of E-Commerce website Emartmall.com.vn has used the services to protect information about goods on Emartmall.com.vn. In order to ensure that transactions are successful, minimizing the risk that they may arise, members should not include details of payments made to anyone by email or other form of communication, Emartmall.com.vn shall not be liable for any damages or risks that may incur in exchanging the Member's information via the Internet or by email.

Members absolutely do not use any programs, tools or other forms to interfere with the system or alter the data structure. Strictly forbidden to distribute, disseminate or encourage any activity that interferes with, circumvents or violates the E-Commerce website Emartmall.com.vn. All violations shall be handled according to the Regulation of E-Commerce website Emartmall.com.vn and the law.

All transaction information on Emartmall.com.vn is confidential, except when required to provide when required by law.

VI) Customers Protection

1) Purpose and scope of collection

The data collection on the E-Commerce website Emartmall.com.vn includes: email, phone, username, password, customers address (member). This is the information thatEmartmall.com.vn members need to provide mandatory when registering for the service and contact to confirm when customers register to use the service on the website Emartmall.com.vn to ensure the rights of members.

Members will be solely responsible for the confidentiality and retention of any use of the service under their username, password and email box. In addition, the member is responsible for timely notification to the E-Commerce website Emartmall.com.vn about the use of illegal, abuse, security breach, keep registration name and password for third parties to take appropriate measures.

2) Scope of information use

E-Commerce Website Emartmall.com.vn uses the member information provided to:

- Providing goods and services to members;

- Send notices about activities between members and E-Commerce website Emartmall.com.vn;

- Prevent activities that destroy user accounts of members or activities that tamper with members;

- Contact and resolve with members in special cases.

- Do not use personal information of members other than the purpose of confirmation and contact related transactions at Emartmall.com.vn.

- In case of legal requirements: The E-Commerce website Emartmall.com.vn is responsible for cooperating to provide personal information members when requested from judicial agencies including: Procuracy, The court, public security organs investigate related law violations of customers. Also, no one has the right to infringe on the member's personal information.

3) Time to store information

Member's personal data will be archived until being request to cancel or self-signed to cancel. The rest of personal information will be kept confidential in the server of Emartmall.com.vn.

4) Address of the unit collecting and managing personal information

- THISO RETAIL COMPANY LIMITED

- Head Office: 366 Phan Van Tri, An Nhon Ward, Ho Chi Minh City

5) Means and tools for users to access and edit their personal data.

- Member has the right to check and edit personal data and request Emartmall.com.vn to do this.

- Members have the right to submit complaints about the disclosure of personal information to third parties to the Management Department of E-Commerce Website Emartmall.com.vn. When receiving this feedback, the Management Department of E-Commerce Website Emartmall.com.vn will confirm the information, must be responsible for answering the reasons and instruct the member to restore and confidential information.

6) Commit to confidentiality of customer information

- Emartmall.com.vn members are fully committed to Emartmall.com.vn in accordance with Emartmall.com.vn's privacy policy. The collection and use of information by each member shall be made only with the consent of the customer, except where otherwise provided for by law.

- Do not use, transfer, distribute or disclose to third parties any personal information about a user without the consent of the user.

- In the event that the server hosting the information is being attack resulting in the loss of personal data members, Emartmall.com.vn will be responsible for reporting the case to the investigating authorities to handle in time and notify members know.

- Absolutely confidential all online transaction information of the member including the digital certificate of account information in the data center of Emartmall.com.vn.

- The Management Department of E-Commerce Website Emartmall.com.vn requires individuals to register/purchase is a member, must provide all relevant personal information such as: Full name, contact address, e-mail, ID card, phone number, account number, payment card number, etc., and be responsible for the legality of the above information. The Management Department of E-Commerce Website Emartmall.com.vn is not responsible or resolve any complaints related to the interests of that member if it considers all the information of that member provides. When the original registration is inaccurate.

If hacker attacking the site resulting in loss of member data, Emartmall.com.vn will be responsible for reporting the incident to the investigating authorities for timely processing and notify to members.

VII) Protect The Right of Consumers

Management Department of E-Commerce Website Emartmall.com.vn requires individuals to register as a member, must provide complete personal information such as full name, contact address, email, identification number, telephone number, etc., and is responsible for the legality of such information. The Management Department of E-Commerce Website Emartmall.com.vn is not responsible for or solving any complaints related to the rights of the customers if all the personal information that the customers provided at the beginning is not correct.

VIII) Bad Information Management

Member Policy:

Members will be solely responsible for the confidentiality and retention of any use of the service under their registered name, password. Members are responsible for timely notification to the E-Commerce website Emartmall.com.vn about illegal use, abuse, security breach, retain the name and password of third parties to work out appropriate remedial measures.

Members do not use Emartmall's services for unlawful, unreasonable, fraudulent, threatening, unlawful purposes, destroying, creating or distributing harmful viruses to the system, configure, transmit Emartmall's information, or use its services for speculative purposes, market manipulation to create orders, fake offers, even for market judgment. In case of violation, members shall be responsible for their acts before the law.

Members can not change, modify, assign, copy, distribute, deliver or create similar works of the services provided by Emartmall.com.vn to third party if without the agreement of E-Commerce website Emartmall.com.vn in this regulation.

Members can not act to discredit the E-Commerce website Emartmall.com.vn in any form such as disparaging the members by using the second name registration, through a third party or disseminate information that is not conducive to the prestige of the E-Commerce website Emartmall.com.vn.

IX) Technical Troubleshooting

E-Commerce WebsiteEmartmall.com.vn is committed to efforts to ensure the safety and stability of the entire technical system. However, in the event of a failure of Emartmall.com.vn, Emartmall.com.vn will immediately apply measures to ensure the right of customers.

When making transactions on the E-Commerce website Emartmall.com.vn, members must strictly follow the process of guidance.

Management Department of E-Commerce Website Emartmall.com.vn is committed to providing the best quality services for members of the transaction. In case of any technical error, software error or other objective error resulting in the member being unable to participate in the transaction, the members shall inform the Management Department of the E-Commerce website Emartmall.com.vn at emartmall@emart.vn, the Management Department of the E-Commerce website Emartmall.com.vn will overcome the error in the shortest time, creating conditions for members to participate in E-Commerce website Emartmall.com.vn.

However, the Management Department of the E-Commerce website Emartmall.com.vn will not be responsible for resolving in case the message of the members do not reach the management board, arising from technical errors, software or other errors not caused by the Management Department.

X) The Rights And Obligations Of Management Department of E-Commerce website Emartmall.com.vn

1) The rights of the Management Department of E-Commerce website Emartmall.com.vn

E-Commerce website Emartmall.com.vn will provide services to the participants after the completion of the procedures and conditions required.

In case there are grounds to prove that the information provided to the E-Commerce website Emartmall.com.vn is inaccurate, inaccurate, incomplete or violates the Vietnamese law or customs, the E-Commerce Website Emartmall.com.vn has the right to refuse, suspend or terminate the use of services of members.

E-Commerce Website Emartmall.com.vn may terminate its membership and use of one or all of the member's services and will notify the member for at least three (03) days in In case the member violates the regulations of E-Commerce website Emartmall.com.vn or the behavior affecting business activities on e-commerce website Emartmall.com.vn.

E-Commerce website Emartmall.com.vn can immediately terminate the right to use the service and membership of members if E-Commerce website Emartmall.com.vn found members were dead, sentenced or In the event that the member continues to operate can cause the E-Commerce site Emartmall.com.vn legal liability, fraudulent activities, fraud, market disturbance, causing disunity for other members of E-Commerce website Emartmall.com.vn, in violation of the current law of Vietnam. In case of termination of membership rights and the right to use the service, all certificates and privileges granted by the member will automatically be null and void.

E-Commerce website Emartmall.com.vn holds the right to use the services and content on E-Commerce website Emartmall.com.vn according to the law provisions on protection of intellectual property in Vietnam. All logos, contents in different languages are owned by Emartmall.com.vn. All acts of copying, using and illegally disseminating such ownership rights are strictly forbidden.

E-Commerce Website Emartmall.com.vn reserves the right to change the table, service tariffs and payment methods during the time to provide services to members according to the needs and conditions of the ability of E-Commerce website Emartmall.com.vn and will notify the member for a period of three (03) days.

2) Obligations and responsibilities of Management Department of E-Commerce website Emartmall.com.vn

The company responsible for building E-Commerce website Emartmall.com.vn includes a number of key tasks such as research, design, procurement of hardware and software, Internet connection for E-Commerce website Emartmall.com.vn in conditions and permitted. The company will implement and cooperate with partners in building a system of services, and tools for the transaction of participating members on the E-Commerce website Emartmall.com.vn.

The company is responsible for building and supplementing the system of knowledge and information on foreign trade operations, E-Commerce, domestic and international trade legal documents, foreign markets, and information is related to the operation of E-Commerce website Emartmall.com.vn.

The company will conduct promotional activities, promote the E-Commerce website Emartmall.com.vn to the extent and conditions allow, contribute to expand, looking for partners and develop foreign markets of members participating in E-Commerce website Emartmall.com.vn.

Company will try to the highest level within the scope and conditions are able to maintain the normal operation of E-Commerce website Emartmall.com.vn and overcome problems such as technical problems of machinery, software failure, internet traffic system, personnel, social upheavals, natural disasters, power outages, decisions by government agencies or a third party. However, if such incidents occur beyond the control of the Company, the Company is not liable for any unforeseen circumstances that cause damages to the Company.

The company built and implemented the mechanism to ensure the posting of information on E-Commerce website Emartmall.com.vn is done correctly.

Company does not publish information on the sale of goods on the list of goods and services banned from business in accordance with the law and goods subject to business restrictions in accordance with regulation 47/2014 / TT-BCT.

XI) Rights And Responsibilities Of Members Participating In E-Commerce Website Emartmall.com.vn

1) E-Commerce Website Member's Rights Emartmall.com.vn when registering to become a member of Emartmall.com.vn and being agreed by Emartmall.com.vn, members will be able to buy goods at Emartmall.com.vn

For each member will be given a registered name and password to use in the management of transactions at Emartmall.com.vn and buy goods sold at Emartmall.com.vn.

Members will be instructed by the staff of E-Commerce website Emartmall.com.vn to use the tools, features for purchasing on the E-Commerce website Emartmall.com.vn.

Members will enjoy preferential policies provided by the E-Commerce website Emartmall.com.vn. These preferential policies will be resolved (if any) by E-Commerce website Emartmall.com.vn and will be posted directly on Emartmall.com.vn or directly send to the Emartmall.com.vn’s member.

Members have the right to comment on E-Commerce website Emartmall.com.vn while using. The proposals are sent directly by mail, fax or email to the management board of e-commerce website Emartmall.com.vn.

2) Obligations of member E-commerce Website Emartmall.com.vn

Members will be solely responsible for the security and retention of any and all uses of the service under its registered name, password and email box.

Members are responsible for timely notification to the E-Commerce website Emartmall.com.vn about illegal use, abuse, security breaches, keep the registration name and password for both parties to solving together.

Members commit that the information provided to E-Commerce website Emartmall.com.vn is accurate.

Members are responsible for providing information on transactions and goods supporting E-Commerce website Emartmall.com.vn in resolving disputes arising during the transaction.

Members undertake, agree not to use the services of E-Commerce website Emartmall.com.vn for illegal purposes, unreasonable, fraudulent, threatening, illegal information leakage, breaking Generate and distribute harmful viruses to the system, configuration, transmission of information of E-Commerce website Emartmall.com.vn. In case of violation, members shall be responsible for their acts before the law.

You agree not to modify, reproduce, copy, distribute, distribute, deliver or create derivative works of the services provided by Emartmall.com.vn. If you do not agree with the E-Commerce website Emartmall.com.vn in this regulation.

XII) Terms Of Use

Regulations on operation of E-Commerce website Emartmall.com.vn officially takes effect from the signing date of decision issued with this regulation. Company reserves the right and may change this Policy by posting to the E-Commerce Website Emartmall.com.vn for members. The amendment is effective from the effective date of this regulation. The continued using of the service by the member after the revised regulation is enforced means that the member has accepted this amendment. The operating regulations will be updated continuously by Emartmall.com.vn without prior notice. Members participating in Emartmall.com.vn are responsible for compliance with the current regulations when trading on E-Commerce Website Emartmall.com.vn.

XIII) Terms Of Commitment

Every member using Emartmall.com.vn as an online purchase transaction means that the parties have agreed to comply with this regulation.

For questions of customers please contact Emartmall.com.vn according to the information below for answers:

Customer care and support

Emart Phan Van Tri: 366 Phan Van Tri, An Nhon Ward, Ho Chi Minh City

Emart Sala: B1 Floor – Thiso Mall Sala, Sala Urban Area, 10 Mai Chi Tho, An Khanh Ward, Ho Chi Minh City

Emart Phan Huy Ich: 1st Floor – Thiso Mall Truong Chinh - Phan Huy Ich, 385 Phan Huy Ich, An Hoi Tay Ward, Ho Chi Minh City

Phone: (028) 3622 4567

Email: emartmall@emart.vn