EXCHANGE & RETURN POLICY

3. Exchange-return process:

When you need to exchange/return a product, please send information here. Our Customer Service department will contact to support you as soon as possible.

3.1 Exchange process

After the return request is confirmed validly, Crocs Vietnam will simultaneously recall the goods and deliver the product you want to exchange to you through the shipping unit. For product exchange orders, the process of co-checking the recalled product between you and the shipping unit is one of the mandatory conditions when you receive the exchanged product.

Nhat Tin shipping unit will have the right to check the product and refuse support if the product you return does not meet ONE OF CONDITIONS as following:

• The order number matches the order information on the Crocs Vietnam website.
• The product must still have original labels and tags attached to the product (except in cases where warranty products will no longer have labels).
• The barcode of the returned product must match the information of the previously purchased product.
• The product must not have a strange smell, used smell.
• Reuse the Crocs carton box or another carton box for protective packaging and return the product to the shipping unit.

Kindly note:

a) In case you want to change to a product of higher value, please make up for the difference in the amount of the exchanged product. And vice versa, you will not be refunded the change if the exchanged product has a lower value than the purchased product.

b) In case of changing to another color, please carefully check the price of the color version you want to change. Especially, at the time of the promotion, the discount price WON'T SYNCHRONOUS for all color versions of the same product line (because each color is launched at different times, the product is on the new product list or belongs to the special color version of brand, etc.). This leads to the case that you may have to pay the extra in value when changing to a different color version from the original.

3.2 Return process:

All requests of returns must be accepted in advance by Crocs.com.vn for proper handling. 

Crocs Vietnam will first recall the goods that need to be returned to the warehouse, then the Warehouse department will check the status of your returned product. If the product meets the requirements as prescribed in section 2, Crocs will refund the order value in one of two forms: e-voucher refund for discounted goods or refund for full price goods (See more details in section 4. Time and form of refund).

Eligible product return cases include:

• You buy product at full price.
• The product you want to exchange is no longer the right size and you have not found another product you like, the product will be accepted to be returned to the warehouse, and Crocs Vietnam will refund an e-voucher with a value equivalent to the product value so that you can have can be used in the near future. (E-voucher only applies at website crocs.com.vn, NOT at stores).

3.3 Exchange-return fee:

Customers will have complimentary delivery fees if a result of manufacturer’s error, or when customers make a request to change product size. For the remaining cases, customers are requested to pay all return costs. Customer Care Department will send an email for you to inform about the estimated shipping cost that you will pay. This fee has been partially supported by Crocs compared to the fee of the Carrier. The exchange / return will only be conducted when you confirm your agreement with this cost.

*** Note:

• Customers are required to use the Shipping Partner designated by Crocs Vietnam for goods exchange / return cases, do not arbitrarily use other Shipping Partners to avoid errors that affect the order control process of Crocs Vietnam.