Order, Payment, Shipping, Returns & Refunds Terms
Version 2026-09-06.v1 · Effective 6 September 2026
1. Application and acceptance
These Terms apply to orders placed with MAEL on or after the effective date below. The version accepted at checkout remains attached to that order even if MAEL later updates these Terms.
Nothing in these Terms excludes, limits or replaces any consumer right or remedy that cannot lawfully be excluded or limited.
2. FINAL SALE and made-for-customer items
SALE or FINAL SALE items, accessories, made-to-order items, made-to-measure items, personalised items, and pre-order items that are produced or ordered specifically for the customer are FINAL SALE.
For a voluntary request caused by change of mind, preference, incorrect size selection or another customer ordering error, FINAL SALE items are not eligible for cancellation, exchange, return, store credit or refund.
This restriction does not affect mandatory rights or remedies where MAEL supplies an incorrect, damaged, defective or materially misdescribed item.
If MAEL nevertheless approves an exchange and the issue is not attributable to MAEL, the customer is responsible for return shipping, reshipping, applicable taxes and related charges, except where applicable law requires otherwise.
3. International destination charges
For delivery outside Vietnam, import duties, VAT/GST, customs charges, brokerage, storage and carrier charges at the destination are not included in the order total unless checkout expressly states that they are included. The recipient is responsible for those charges.
Refusal to pay destination charges or refusal to accept delivery does not by itself create a right to a full refund. MAEL may deduct only actual, reasonable, documented costs and only where applicable law permits the deduction.
4. International shipping-price estimate
The international shipping price displayed at checkout is an estimate based on the carrier rate then available and the expected parcel dimensions.
The actual price may change after payment because of packed weight or dimensions, remote-area charges, war or conflict, fuel or security surcharges, service disruption or carrier conditions.
MAEL will notify the customer before dispatch and will not automatically collect an additional amount. The order will be dispatched only after the customer agrees to and pays any difference.
The customer may select another available service or arrange their own carrier. If the customer does not agree to the revised price, cancellation or refund remains subject to the applicable FINAL SALE restriction and mandatory law.
5. Production time and shipping time
Production time and shipping time are separate. Where production is required, the product or selected variation states the applicable production estimate before the item is added to the cart.
Business days are Monday–Friday, excluding Saturdays, Sundays and public holidays.
Shipping time starts after the order is dispatched. Customs-clearance time is not included in the shipping estimate.
The current checkout estimates remain: International shipping — 15 business days; International Fast shipping — 6–8 business days.
6. Incorrect, damaged, defective or misdescribed items
Please contact MAEL promptly, retain the item, packaging and labels, and provide reasonable supporting information such as photographs.
Where the issue is attributable to MAEL, or where applicable law requires it, MAEL will provide an appropriate remedy and bear or reimburse reasonable, documented standard return-shipping costs.
7. Complaints and interpretation
Customers may submit a complaint through MAEL’s published contact channels. The Complaints & Dispute Resolution procedure explains the required information and review process.
These Terms must be read with the product information and mandatory law. If generic wording elsewhere conflicts with these Terms, this accepted version governs the order, subject to product-specific commitments disclosed before checkout and mandatory law.
