TRANSACTION PROCESS
1) Process for customer
Step 1: Log in to your account on Emartmall and choose store. Customer must have default address within the delivery area of the selected store. For delivery areas, please refer to the Shipping - Delivery Policy. In case you have not selected the correct default address, please go to Address Book to change or add a new address.
For detailed instructions on how to register as a member, please see here.
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: Choose order receiving method (Shipping or Pick up).
- For "Shipping" option: Fill in all the delivery information including recipient's address, name, phone number and desired delivery time frame to receive order.
- For "Pick up" option: Fill in all the delivery information including the recipient's name and phone number. (The address will be entered automatically as store's address and Emartmall will contact customer to pick up after packing the order).
Emartmall’s Right to Proactively Cancel Orders in the Following Cases:
- Unable to contact: After 03 unsuccessful contact attempts per day and after sending notification via email.
- System/Payment errors: Technical issues or payment problems (unsuccessful payments, declined transactions).
- Violation of purchasing policies as assessed by Emartmall, including but not limited to:
• Purchasing goods not for personal, household, organizational, or institutional consumption but for commercial purposes, such as buying quantities exceeding reasonable consumption for resale.
• Customers showing signs of fraud, legal violations, or causing adverse impact on Emartmall.
• Circumventing promotional limits or conditions, such as creating multiple accounts to bypass purchase quantity limits.
- Incorrect pricing: Emartmall reserves the right to cancel orders in cases of system, technical, or operational errors that result in incorrect product pricing display.
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,
- For "Shipping" option: Emartmall will deliver to provided address and contact recipient's phone number. In case the recipient cannot be contacted, the delivery time may be later than expected.
- For "Pick up" option: Emartmall will contact customer to pick up after processing the order. Customers please go to the "Pick-up Service" at Emart Store and contact Hotline: (028) 3622 4567 or press intercom to contact Emartmall's staff.
Step 6: Emartmall delivers the goods and hands over the purchase invoice.
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 - Delivery policy
Delivery time starts from the time the Member's order is confirmed successfully.
Emartmall.com.vn free delivery of orders from 300,000 VND within 5 km, with orders 500,000 VND for over 5 km from Emart Store and charging 5,000 VND/km for with orders outside the above range.
Effective from June 10, 2026, Emartmall will apply an order handling fee for the Pickup service based on the final order value (after all applicable discounts, promotions, and coupons have been applied), as follows:
- Orders with a final value of VND 100,000 or above: No handling fee applies.
- Orders with a final value below VND 100,000: A handling fee of VND 5,000 per order will be charged.
More details about delivery area please see in SHIPPING - DELIVERY POLICY.
3) Warranty conditions
- The warranty period (based on stamps/warranty cards/or the time of activating the electronic warranty)
- Stamps/warranty cards left
- Defective goods
- Cases may incur warranty fees:
+ Goods are out of warranty
+ Goods are broken, deformed, burnt, exploded, damp in engines... by users.
When in need of warranty for the goods, please contact the local service center directly (if any). In case you are too far from the warranty center or have other inconveniences and cannot come to the warranty directly, you can send goods to Emartmall, depending on the circumstances, Emartmall will support sending goods for warranty.
4) Return and exchange 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 this 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/Postpaid wallet - MoMo: Refund within 15–20 working days to the customer’s MoMo wallet/Postpaid wallet - MoMo 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) Regulations on subjects to apply gift promotion when buying goods on Emartmall
- All customers who meet the eligibility criteria for the gift promotion event.
- Not applicable to gift giving to wholesale customers, grocery business customers,... according to Emart's Decision.
