Return & Exchange Policy
Your satisfaction is our priority - easy returns and exchanges
Our Commitment
At Shomi Farm, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we'll make it right with a hassle-free return or exchange within 7 days of delivery.
1. Return & Exchange Window
Standard Return Period
- • 7 days from delivery date for quality issues
- • 2 days from opening for opened products with quality concerns
- • Contact us immediately if you receive damaged or defective products
Extended Return (Special Cases)
- • 30 days for manufacturing defects or packaging issues
- • Immediate replacement for wrong items delivered
- • Refund within the return period if product is unavailable for replacement
2. Eligible Return Reasons
We Accept Returns For:
- Product received is damaged, spoiled, or moldy
- Product has unusual odor, taste, or appearance
- Packaging is defective, torn, or compromised
- Wrong product delivered (different from order)
- Product is past expiration date upon delivery
- Product quality does not match description
- Missing items from your order
- Quantity received is incorrect
We Cannot Accept Returns For:
- Change of mind or personal taste preferences
- Ordered wrong product by mistake
- Products damaged due to improper storage after delivery
- Products opened and stored beyond 7 days
- Natural variations in size, color, or flavor (within acceptable ranges)
- Products without original packaging or proof of purchase
- Special order or customized products (unless defective)
3. Return Conditions
To be eligible for a return or exchange, products must meet these conditions:
Unopened Products
- ✓ Original packaging intact and sealed
- ✓ No signs of tampering
- ✓ All labels and seals present
- ✓ Within 7 days of delivery
Opened Products
- ✓ Quality issue reported within 2 days
- ✓ Photos of issue provided
- ✓ At least 80% of product remaining
- ✓ Clear evidence of defect
4. How to Return or Exchange
Follow these simple steps for a smooth return process:
- Contact Us Within Return Period:
- Call: +84 819 900 889
- Zalo: +84 819 900 889
- Email: contact@shomifarm.com
- Provide Order Information:
- Order number (from confirmation email/SMS)
- Product name and quantity
- Reason for return or exchange
- Submit Photo Evidence:
- Clear photos of the product showing the issue
- Photos of packaging (if damaged)
- Photos of expiration date (if applicable)
- Send via Zalo, email, or WhatsApp
- Review & Approval:
- Our team reviews your request within 24 hours
- You'll receive approval confirmation via phone/SMS
- We may request additional information if needed
- Return Shipping:
- For quality issues: We arrange free pickup
- For other returns: Customer responsible for return shipping
- Keep product in original packaging
- Refund or Exchange:
- Exchange: New product shipped within 1-2 business days
- Refund: Processed within 5-7 business days
- You'll receive confirmation once processed
5. Refund Methods
Bank Transfer (Original Payment)
Refunded to the original payment method. Processing time: 5-7 business days. You'll receive an email confirmation with refund details.
Cash on Delivery (COD)
Refunded via bank transfer to your provided account. Please provide bank details for refund processing.
Store Credit
Instant store credit applied to your account for future purchases. Available immediately after approval (recommended for faster resolution).
6. Exchange Process
Prefer to exchange instead of return? Here's how:
- Contact us with your exchange request (same products or different items)
- We'll verify product availability
- New product shipped immediately after approval
- Return original product via free pickup (for quality issues)
- No additional shipping fees for exchanges due to our error
- Customer pays shipping difference if exchanging for higher-value items
7. Return Shipping Costs
| Return Reason | Who Pays? |
|---|---|
| Product defect or quality issue | Shomi Farm (Free pickup) |
| Wrong item delivered | Shomi Farm (Free pickup) |
| Damaged during shipping | Shomi Farm (Free pickup) |
| Change of mind (if accepted) | Customer |
8. Special Cases
Partial Returns
If you received a multi-item order and only some items have issues, you can return just those items while keeping the rest.
Bulk Orders
For wholesale or bulk orders, special return conditions may apply. Contact our B2B team for assistance.
Gift Returns
Products purchased as gifts can be returned for store credit or exchanged. Original receipt or order number required.
9. Important Notes
- • All returns must be reported within the specified timeframes
- • Photos are required for all return requests to expedite processing
- • Refunds are processed only after we receive and inspect the returned product
- • Store credit is the fastest resolution method (available immediately)
- • Keep all packaging materials until you're satisfied with your purchase
- • Contact us immediately if you suspect quality issues - don't wait
10. Contact for Returns & Exchanges
Our customer service team is here to help with returns and exchanges:
Email: contact@shomifarm.com
Phone: +84 819 900 889
Zalo: +84 819 900 889
Hours: Monday - Saturday, 8:00 AM - 6:00 PM (GMT+7)
💡 Tip: Zalo is the fastest way to submit photos and get quick responses!