EXCHANGE, RETURN REFUND POLICY

Dropfoods guarantees that all products sold on Dropfoods app are of high-quality, safe, and have reliable origins from our chosen suppliers.

We greatly embrace your buying experiences. Thus, we hope you could check your order, once received:

  • Quantity
  • Item name quality
  • Item info, recipient’s info (comparing with the receipt form attached with the order package), before you make a payment to the shipper.

Dropfoods will do our best to make our customers at ease when ordering on Dropfoods app. Our exchange, return and refund policy has been built based on customers’ benefits and the guarantee of our best service.

In case you are not entirely satisfied with your ordered items on Dropfoods app and you need to return them, kindly follow the instructions below to get support:

  • In case you find any issues upon receiving and checking your items, please inform the Dropfoods’ shipper immediately to get prompt support. (The shippers are Dropfoods’ internal staff and wear Dropfoods uniforms.)
  • In case you are not satisfied with your order after delivery and already have made the payment, please contact our hotline +84-96 246 4242 or email contact@dropfoods.com to report the issue.

1. Processing time for exchange/return request

 

Successfully-delivered orders

On-the-way orders

Processing time

Max 3 working days

Once request from customer is received

Processing context

Based on the item status that needs to be exchanged / returned. (More details at 2. Exchange/ Return conditions)

We only support to cancel customer’s order. (*)

(*)If you cancel your paid order and do not want to re-order, Dropfoods will refund you within 5 working days into your Dropfoods account’s balance, once we have received and processed your request.

This policy applies for all orders placed on Dropfoods app.

2. Exchange / Return conditions

To be eligible for exchange / return, we require:

  • Your item must be unused and in the same condition that you received it
  • Your item must be in the original, unopened packaging
  • Your item still has the attached promo item (if any)
  • You need to have the receipt or proof of purchase

3. Exchange / Return Policy

All exchange/return items need to be taken photos of and sent to contact@dropfoods.com with title “Exchange/Return Order #Rxxxxxxxxx”

  • Take photos of the item status and note the faults if any
  • Take photos of the package status, please note:
    • If the package is torn or distorted
    • If the package paper gets wet
    • …

 

Exchange / Return context

Process

1

Damaged item due to supplier: expired or rotten food, etc.

- If the item is still available, Dropfoods will exchange with a new one for customer.

- If the item is out of stock, Dropfoods will refund to customer. (*)

2

Damaged item due to customer

Not supported for exchange / return

3

Reason for exchange / return: order placed wrongly or no more demand

The item must be unused and in the same original condition, with the promo item attached, if any.

We support to return and refund 100% of item value for customer.

** Note: Shipping costs are non-refundable.

4

Incorrect item / incorrect quantity delivered / without promo item

- For incorrect item, Dropfoods will change to the correct one.

- For incorrect quantity, Dropfoods will ship to you the right number of items ordered

5

Damaged item due to shipping

Once you receive a wet or distorted package, please check the ordered items inside. In case the item quality is damaged due to shipping, please inform our Dropfoods shipper for immediate support or call our Hotline.

(*) Refund method: Dropfoods will refund to your Dropfoods app’s account balance within 2-5 working days (after we receive the returned item)

Dropfoods will inspect and proceed all your requests within 3 working days since your delivery is completed. After this timeframe, we will not take any responsibility to handle your issues regarding exchange, return and refund.

4. Send returned item to Dropfoods

  • When your return is approved, please pack the item with the receipt form or the promo item if any.
  • Kindly send the returned package to Dropfoods office. Once we receive your item, we will inspect it and notify you on the status of your request via email or phone.

Please call our Dropfoods Hotline +84-96 246 4242 to receive fast and efficient support.