Section A. Specialty Products (OCOP, Local Delicacies, Souvenirs)
1. Eligible Cases for Return or Exchange
- Delivered product does not match the confirmed order specifications
- Packaging is damaged, torn, or leaking due to packing or courier handling
- Product is expired or near expiration upon arrival
- Missing items or incorrect quantity compared to the invoice
2. Non-Eligible Cases
- Products that have been used, opened, or have tampered seals (unless an internal defect is found upon first opening)
- Damage caused by improper storage contrary to product instructions
- Claims submitted after the statutory warranty / claim window
- Live seafood claims lacking an unboxing video
3. Claim Timeframes
| Product Type | Claim Window |
|---|---|
| Packaged foods (Honey, dried fish, pickled vegetables, snacks) | 7 days from delivery date |
| Live seafood & crabs | 24 hours from delivery date (unboxing video required) |
| Souvenirs & handicrafts | 7 days from delivery date |
4. Return & Refund Procedure
- Contact our 24/7 hotline or Zalo with order code and clear photos/videos of the defective item.
- Our Customer Care team will review and confirm within 24 business hours.
- Both parties agree on a resolution: replacement shipment, discount credit, or refund.
- Refunds are processed within 5 business days via bank transfer.
Section B. Tourism Services (Tours, Stays, Events)
5. Cancellation & Deposit Refund Schedule
| Cancellation Timing | Refund Rate |
|---|---|
| More than 7 days prior to arrival | 100% deposit refund |
| 3 to 7 days prior to arrival | 50% deposit refund |
| Within 24 hours of arrival / No-show | No deposit refund |
6. Force Majeure Conditions
If services cannot proceed due to severe tropical storms, floods, natural disasters, or government administrative directives, both parties will agree on a free date reschedule or 100% refund without cancellation penalties.
7. Service Cancellation by Ca Mau Eco
In the unlikely event that Ca Mau Eco is unable to provide confirmed services, we will issue a 100% full refund and inform guests at the earliest possible time.