SHOPPER PROTECTION POLICY

WowMelo commits to ensure that assist you should you encounter any problems with your purchases. The aim of this Policy is to make you feel comfortable and safe while shopping at our partnered merchants. Rest assured that all of your personal data are well protected under our Privacy Policy.

WowMelo’s Shopper Protection covers all purchases that you make as a consumer when you use WowMelo.

YOU WILL NOT NEED TO PAY IF YOUR SHOPPER RIGHTS ARE VIOLATED

Specifically, we won’t ask you to pay if:

• You don’t receive the goods you bought
• The goods received are defective or not what you purchased.

In case that the payment due date approaches, please make sure of the followings:

Non-delivery of goods

• Double-check that you haven’t missed a delivery notice
• Contact the merchant to find out where the goods are
• If you still haven’t received your items when the new due date approaches, contact Wowmelo’s Customer Service. We won’t ask you to pay while we are looking into the matter. If our investigations show that the goods have not been delivered, we will postpone the payment date – unless one of the exceptions applies (please see below).

Defective goods or not what you purchased

• Contact Wowmelo’s Customer Service so that we can adjust your payment due date
• Contact the merchant to try and resolve the issue. In the case that the issue is resolved and upon official notification from the merchant, we will update your invoice to reflect the approved return.
• If you haven’t reached an understanding with the merchant before the new due date, contact Wowmelo’s Customer Service. Please have your order information with you during the call, including the merchant name, date of purchase, order number, description of the disputed good, and date when you first contacted the seller about the dispute. We will only ask you to pay if we conclude, based on an extensive investigation, that your claims are invalid.

What should you do if you already paid?

If you already paid for goods that you don’t receive, please do the following:

• Double-check that you haven’t missed a delivery notice
• Contact the merchant to find out where the goods are
• If the problem remains unsolved, contact Wowmelo’s Customer Service. We won’t ask you to pay while we’re looking into the matter. If your investigations show that the goods will not be delivered, we will refund your payment – unless one of the exceptions applies (please see below).

What should you do if you already paid?

If you are already paid for the goods before you notice a defect, please do the following:

• Contact the merchant and try to resolve the issue. The Merchant is responsible to exchange the goods or pay you back in this case.
• If you cannot reach an understanding with the merchant, contact Wowmelo’s Customer Service. If investigations show that your goods are defective, we will refund the respective amount you paid for your purchase.

Exceptions

You must make it possible for the goods to be delivered to you in order to be entitled to a refund or to suspend your due date in situations where your goods have not been delivered. If you don’t make reasonable efforts to pick up or receive the goods after you’ve received a coming delivery / unsuccessful delivery notice, you are generally liable for the cost of returning the goods to the merchant (including the fees that the merchant has to pay to the delivery service).

Please also keep in mind that if you want to use your cancellation right, you have to make sure that it is within what the merchants allows for. In general, you will not be able to cancel an order once it has been dispatched. Any cancellation claim after the dispatch date will be considered as a return, and therefore you will have to adhere to the merchant’s Return Policy. This also means that you will need to make reasonable efforts to try and receive the ordered goods, otherwise you are generally liable for the cost of returning the goods to the merchant (including the fees that the merchant has to pay to the delivery service) and this will be reflected in your invoice. Failure to pay the return cost in this situation will affect your future ability to use Wowmelo service in the future.

DO YOU WANT TO CANCEL YOUR PURCHASE?

If you want to use your cancellation right, you have to make sure that you can do so under the Merchant’s Cancellation Policy.

Order is not yet dispatched

If you have not paid us yet and want to exercise your cancellation right, just inform us via writing at ino@wowmelo.com and also the merchant about such decision. Once the merchant approves such cancellation, we will update the invoice accordingly. Please make sure to include your order information in your email to us (the merchant name, date of purchase, order number, description of the cancelled goods, and date when you first contacted the merchant about the cancellation).

If you have already paid us, then, once the merchant approves such cancellation, then we will return the appropriate amount via the same on the payment method you chose for that transaction.

Via credit/debit or domestic ATM cards	Return directly to your card at no extra fees
Via bank transfer	Return directly to your chosen bank account (please note this information on your cancellation request email) – please note that you will be liable for the bank transfer fees
Via cash	Collect cash return at our representative office at Floor 22, TNR Tower, 180-192 Nguyen Cong Tru, Nguyen Thai Binh Ward, District 1, Ho Chi Minh City Floor 22, TNR Tower, 180-192 Nguyen Cong Tru, Nguyen Thai Binh Ward, District 1, Ho Chi Minh CityOr return directly to your chosen bank account (please note this information on your cancellation request email) – please note that you will be charged for the bank transfer fees.

Order has been dispatched

In general, you will not be able to cancel an order once it has been dispatched. Any cancellation claim after the dispatch date will be considered as a return, and therefore you will have to adhere to the merchant’s Return Policy. This also means that you will need to make reasonable efforts to try and receive the ordered goods before placing a return request, otherwise you are generally liable for the cost of returning the goods to the merchant and this will be reflected in your invoice. Failure to pay the return cost in this situation will affect your future ability to use Wowmelo in the future.

YÊU CẦU/NGHĨA VỤ ĐỐI VỚI KHÁCH HÀNG, CỬA HÀNG HOẶC CÁC TỔ CHỨC TÀI CHÍNH

Với khách hàng

Khách hàng phải cam kết tính trung thực của mọi thông tin do bản thân cung cấp. Nếu WowMelo phát hiện khách hàng có dấu hiệu lừa đảo hoặc vi phạm pháp luật, chúng tôi sẽ tiến hành thu hồi các khoản thanh toán trả chậm ngay lập tức và trình báo với các cơ quan chức năng liên quan.

With your merchant

This Policy outlines WowMelo’s own procedures for undelivered or materially different products as described above. Merchants subject to any dispute or claim under this Policy may still bring a payment claim against you without the involvement of Wowmelo. Should you and the merchant reach an agreement concerning the payment claim, or should your dispute with the merchant be adjudicated in a different forum (for example, through arbitration or a court), and the dispute is found in favor of the merchant, the merchant may reinstate the payment claim through Wowmelo or other means.

With your financial institutions

If you used your credit or debit card or domestic ATM card or bank deposit to purchase the disputed good through Wowmelo, or your credit or debit card or bank account information was used for an unauthorized purchase, you can submit a claim with (i) Wowmelo under this Policy or (ii) dispute the charge through your card issuing bank or depositary institution, but not both. If you submit a claim with us, and then dispute the charge with your issuing bank or depositary institution, and we receive a chargeback or other payment reversal, we will cancel your claim. If your claim with us is cancelled or denied, or you otherwise do not obtain a refund from us, you can still dispute the purchase with your issuing bank or depositary institution according to your issuing bank’s or depositary institution’s policies.

If you have already paid when filing a claim, and we accept your claim, we will refund you back the amount you paid for your purchase, including any taxes and shipping charges paid by you.