1. Cases eligible for replacement, supplementary delivery or refund
- The product or pack size is incorrect, or the quantity is short compared with the confirmed order.
- Packaging is damaged, leaking or unsealed, or the product has melted abnormally during preparation or delivery.
- The product is expired, the label is non-compliant, or Baby Boss verifies a quality or safety defect.
- The product is materially different from mandatory information or the order confirmation.
- Payment was collected for an order that cannot be fulfilled, or a duplicate, excess or otherwise refundable transaction is identified after reconciliation.
2. Cases that may not be eligible for return
Because Gelato is perishable frozen food, Baby Boss may not accept a return made only because the customer changed their mind or ordered incorrectly where the correct product was delivered, remains within its use-by date, has intact packaging and arrived in appropriate condition. A request may be refused where the product has been substantially used, necessary evidence is unavailable, it was stored incorrectly, receipt was delayed, or damage arose after risk transferred. Mandatory consumer rights remain reserved.
3. Request period and process
- A defect visible on delivery should be reported immediately and preferably within 24 hours through 1900 99 88 80 or bod@babyboss.com.vn.
- A hidden quality or safety defect should be reported as soon as it is discovered within the product’s use-by period, and the product should be retained as directed for verification.
- Keep the order code, packaging, product, photos or video and documents, and store the product at the correct temperature until guidance is provided.
- Provide the order code, buyer information, a description of the issue, evidence and the requested outcome.
- Baby Boss acknowledges receipt within 1 working day and verifies the matter with the preparation point, carrier, payment provider or quality team as applicable.
- Baby Boss communicates the proposed outcome: supplementary delivery, replacement, collection or disposal, support, a partial or full refund, or a reasoned refusal.
- The parties agree how a replacement is delivered or goods are collected. Returned food is not put back on sale to consumers.
4. Resolution and refund periods
A routine matter is expected to be completed within 7 working days after sufficient information is received. A matter requiring testing or reconciliation with multiple parties is expected to take no more than 15 working days, with progress updates provided.
After a refund is approved, Baby Boss initiates it within 3 working days, preferably to the original payment method. Funds normally arrive within 3 to 15 working days after initiation, depending on the relevant bank or actual payment provider. The refunded amount and costs depend on the cause. Where Baby Boss or a provider selected by Baby Boss is responsible, the customer bears no reasonable cost of remedy.
5. Contact
Hotline 1900 99 88 80 · Email bod@babyboss.com.vn · Complaints process: https://babyboss.vn/en/policies/giai-quyet-khieu-nai.
Effect, changes and dispute resolution
These terms are governed by Vietnamese law. Baby Boss may update them when its functions or the law changes; a new version must be dated, made easy to access and must not remove rights already arising from an earlier transaction. Disputes are first addressed through negotiation and may then be resolved through mediation, arbitration, the courts or another competent authority.