Order, Payment, Shipping, Returns & Refunds Terms
Effective 18 August 2026 · Policy version 2026-08-18.v1
1. Application and acceptance
These Terms apply to orders placed with MAEL on or after the effective date above. At checkout, customers are asked to review and actively accept the version that applies to their order.
The accepted version remains applicable to that order even if MAEL later updates these Terms. Any product-specific restriction applies only where it was clearly disclosed before checkout and is permitted by applicable law.
Nothing in these Terms excludes, limits or replaces any consumer right or remedy that cannot lawfully be excluded or limited.
2. Orders
Before placing an order, please check the product, size, quantity, delivery country, contact details and delivery address.
MAEL may contact the customer if information is incomplete or if payment, stock, delivery, fraud-prevention or legal checks require clarification. If MAEL cannot fulfil an order for a legitimate reason, MAEL will notify the customer and refund any amount collected for the unfulfilled item or order.
3. Payment
The order total shown at checkout is the amount payable to MAEL for the products, shipping and other charges expressly identified in that total.
References to “paid” or “full payment” mean payment of the amount due to MAEL. For deliveries outside Vietnam, destination import duties, VAT/GST, customs, brokerage, disbursement, storage or carrier fees may be collected separately by the relevant authority or carrier unless the checkout expressly identifies them as included in the order total.
Payment is subject to confirmation by the payment provider and MAEL’s order system. Customers should contact MAEL if the payment provider shows a successful payment but the order is not confirmed.
4. Shipping and delivery
Delivery dates are estimates unless MAEL expressly confirms a guaranteed delivery date in writing. MAEL will use reasonable efforts to dispatch and deliver orders within the stated estimate and will provide tracking information where available.
International orders may be delayed by customs clearance, inspections, local authorities, carriers, inaccurate delivery information or events outside the parties’ reasonable control. This does not exclude any responsibility MAEL may have where a delay is attributable to MAEL or where applicable law provides a remedy.
Customers should contact MAEL promptly if tracking shows an unexpected delay, refused delivery or delivery that the customer cannot locate, so MAEL can investigate with the carrier.
For further information, see International Orders: Import Duties, Taxes and Refused Delivery.
5. Returns and exchanges
Please contact MAEL within 3 calendar days after receiving the order where reasonably possible. A delayed notification will be assessed according to the circumstances and does not reduce any longer period or remedy required by applicable law.
If an item is incorrect, damaged on arrival, defective or materially different from its description, please retain the item, packaging and labels and provide reasonable supporting information such as photographs. Depending on the circumstances, product availability and applicable law, MAEL may offer repair, replacement, exchange, refund or another appropriate remedy.
Where the return is caused by an error or non-conformity attributable to MAEL, or where applicable law requires it, MAEL will provide return instructions and bear or reimburse reasonable, documented standard return-shipping costs.
A return or exchange requested because of size selection, preference or change of mind may be accepted only where the product is eligible and MAEL approves the request. The item must normally be unused, unworn, unwashed, unaltered and returned with its original tags, packaging and proof of purchase.
For an approved preference or size-related return that is not caused by MAEL, the customer is responsible for return shipping and any associated destination or re-export charges, except where applicable law provides otherwise.
Custom-made, personalised, hygiene-sensitive or final-sale items are restricted only where that restriction was clearly disclosed before purchase and is permitted by applicable law.
A missed estimated delivery date does not automatically determine the remedy. If MAEL expressly guaranteed a delivery date or the delay may be attributable to MAEL, please contact MAEL for review under these Terms and applicable law.
6. Refused or uncollected international delivery
Refusing delivery, failing to pay destination charges or failing to collect an order does not by itself create an automatic right to cancellation or a full refund.
Any refund or reshipment will be assessed under these Terms, the International Orders Policy and applicable law. MAEL will deduct only actual, reasonable, documented and non-recoverable costs where such a deduction is legally permitted.
7. Refunds
Once a refund is approved, MAEL will process it to the original payment method unless another method is agreed or required by law. The payment provider or card issuer may require additional processing time after MAEL submits the refund.
Where the issue is attributable to MAEL, the refund will include the amounts required by applicable law and any other amount MAEL confirms as appropriate.
For an approved preference or size-related return that is not caused by MAEL, original shipping charges and third-party destination charges may be non-refundable, except where applicable law requires otherwise.
8. Complaints
Customers may submit a complaint through MAEL’s published contact channels. MAEL’s Complaints & Dispute Resolution procedure explains the information required, acknowledgement time and review process.
9. Applicable rights and interpretation
These Terms must be read together with the product information and any mandatory law applicable to the transaction. If any provision is invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.
Where generic wording elsewhere on the website conflicts with these Terms, this accepted version governs the order, subject always to product-specific commitments clearly disclosed before checkout and mandatory applicable law.
