We always appreciate the trust and support of our customers when experiencing our shopping. Therefore, we always try to improve the best service to serve all your shopping needs.
We always commit that all products are 100% quality products with clear origin, legal and safe for consumers. To make your shopping experience a friendly service, we hope you will carefully check the following contents before receiving the goods:
Product information: product name and product quality.
Product quantity.
In the rare case that the product you receive is defective, damaged or not as described, We are committed to protecting customers with a return/refund policy in the spirit of protecting consumer rights to commit to you about the quality of our products and services.
1. Time for exchange/return
- First 7 days:
DEFECTIVE PRODUCTS (by supplier): Exchange or return free of charge
NON-DEFECTIVE PRODUCTS (*): return free of charge
DEFECTIVE PRODUCTS DUE TO USERS: Warranty or repair with a fee according to the supplier's regulations.
- 8 - 30 days:
DEFECTIVE PRODUCTS (by supplier): Warranty
NON-DEFECTIVE PRODUCTS (*): return free of charge
DEFECTIVE PRODUCTS DUE TO USERS: Warranty or repair with a fee according to the supplier's regulations.
- 30 days or more:
DEFECTIVE PRODUCTS (by supplier): Warranty
NON-DEFECTIVE PRODUCTS (*): No exchange/return support
DEFECTIVE PRODUCTS DUE TO USERS: Warranty or repair with fee according to supplier's regulations.
Please notify us immediately when:
+ The delivered package shows signs of damage on the outside, the product inside is scratched, broken, torn, dented, wet, broken... within 2 days from the date of successful receipt.
+ The delivered product is wrong, missing goods within 2 days from the date of successful receipt.
After we confirm the email receiving the request for inspection and processing, we will contact you to confirm the information or ask for additional information (if any). In case we cannot contact you, we regret to refuse to process the request. The maximum time for us to contact you during business hours is 3 times within 7 days after receiving the request information.
We will check the above cases and resolve them for you within 30 working days from the date you receive the goods. After the above deadline, we regret to not resolve the complaint.
2. Cases requiring return
Technical errors of the product - due to the supplier (missing pages, broken spine, duplicate content, electronic products, electronic toys that do not work..)
Wrong delivery/insufficient delivery (missing ordered products, missing accessories, missing accompanying gifts)
Poor quality of goods, damaged during transportation.
The appearance of the product is not the same as the original description.
You ordered the wrong product/no longer need it (*)
(*) For products that are not defective, this only applies when the product meets the following conditions:
You can return products purchased at Fahasa.com within 30 days of receipt for most products when the following conditions are met:
The product shows no signs of use, and still has the manufacturer's stamps, labels or seals intact.
The product still has all accessories or warranty cards and accompanying gifts (if any).
If it is an electrical or electronic product, it has not been activated and no data has been written to the device.
3. Conditions for exchange/return
We will support you to exchange/return the product if:
The product is still in its original packaging.
The product still has all accessories and promotional gifts included.
VAT invoice (if any).
Provide full verification information as requested (Article 4).
4. Return process
Please provide information about the order that needs support for return via Hotline 09088787998 or email to: support@Entrebook.asia with the title "Return Order "Order code".
You need to provide additional evidence for comparison/complaint as follows:
+ Video clip clearly recording all sides of the package before opening to show the condition of the package.
+ Video clip opening the package from the beginning of opening the outer shell to checking the product inside the box.
+ Video is clear, not blurry, not blurred, showing full information about the order code and close-up of the product defect.
+ Photo of the package label showing the order code.
+ Photo of the external condition (adhesive tape, seal, shape of the box, packaging), especially locations suspected of affecting the product (dented, wet, torn ...)
+ Photo of the condition product inside, clearly stating any technical errors.
To ensure customer rights and for us to have a basis to work with related departments, all requests for exchange/return/warranty, you need to provide images/clips of the defective product. If after the time for exchange/returning the product, we have not received enough images/clips from you, we will refuse to support.
5. How to return the product
When the return request is resolved, please pack the product as it was when you first received it (including the product, gifts, accessories, etc., if any).
Value-added tax invoice (if any).
Accessories accompanying the product and promotional gifts (if any).
You need to record a video clip of the product packaging as evidence for comparison/complaints related to the return later (if necessary).
You are responsible for the intact state of the product when sending it back to us.
After receiving the product you sent back, we will respond and update information on each stage of the processing to you via phone/email.
The policy will be applied and effective from August 1, 2022.