Ordering, Payment, Delivery, and Returns Policy
1. ORDERING
Visit our website or app: https://shop.gaea-global.com
Use your email address to register an account with complete and accurate information.
Once registration is successful, please log in before starting to shop.
Select the product(s) you wish to purchase and carefully review all product specifications, prices, and descriptions.
Click ADD TO CART to continue shopping, or select CHECKOUT & PAYMENT to proceed with your purchase.
2. PAYMENT
You may choose one of the following payment methods for your order:
A. Bank Transfer (Prepayment before delivery)
After you place an order successfully, our Customer Service Team will verify and contact you for confirmation.
We will provide detailed payment instructions and official bank account information for GAEA Global.
Our team typically contacts you via Zalo or WhatsApp from the official number +84 96 2544 004, +84 91 6045 738.
B. Cash on Delivery (COD)
You may pay in cash or via bank transfer directly to our authorized GAEA Global delivery staff upon receipt of your order.
Important Notes on Bank Transfers:
- Only make payments to the official bank account of GAEA Global.
Do not transfer money to any personal or third-party account under any circumstances. - Transfer Description: Include the Customer’s name and Order Number in the payment reference.
- After completing the transfer, please send a screenshot of the payment to our Customer Service Team or delivery staff for verification.
- If you do not receive confirmation within:
30 minutes (same bank transfers), or - 24 hours (interbank transfers), please contact our hotline: +84 96 2544 004 for immediate assistance.
VAT Invoices
If you require a VAT invoice, please provide your Tax Code and Email for e-invoice delivery in the “Private Message” section at checkout.
Invoices are issued within 1 business day of purchase.
3. DELIVERY
For Ho Chi Minh City – Urban Areas
Standard Delivery (GAEA Global Delivery Service)
- Delivery fees range between 60,000 VND and 100,000 VND, depending on the delivery location.
- Orders may be grouped for efficient delivery; therefore, delivery times may vary based on route planning and volume.
Self-Pickup at GAEA Global Warehouse
- Customers who require specific delivery times may choose self-pickup or arrange a pickup service at our warehouse.
- Pickup service fees are payable by the customer.
- Orders for self-pickup must be fully prepaid via bank transfer prior to collection.
- Our Customer Service Team will notify you when your order is ready for pickup.
For Ho Chi Minh City – Suburban Areas
For areas not listed in the delivery table, please contact our Customer Service Team for details on delivery availability and rates.
4. RETURNS & EXCHANGES
Product returns or exchanges must comply with the following conditions:
Upon Delivery
Please inspect your order carefully upon receipt. Verify that:
- The correct items, quantities, and specifications were delivered.
- The packaging is intact and undamaged (no dents, tears, leaks, scratches, or breakage).
If you detect any issues, do not accept the delivery.
Return the affected items immediately to the delivery staff and contact our Customer Service Team within 72 hours of delivery.
(For temperature-sensitive or perishable products, complaints must be made immediately upon receipt.)
After 72 hours, we regret that we cannot process any claims or exchanges.
If an order has been prepared and is ready for delivery but you cancel without valid reason, your GAEA Global account may be temporarily suspended for 1–2 weeks.
Conditions for Return or Exchange
A return or exchange may be accepted if:
- The product is defective or damaged due to manufacturing or handling.
- The product differs from its description at the time of purchase.
- The product retains its original packaging, manufacturer’s label, or supplier seal.
- The product is not dirty, broken, scratched, wet, or altered in any way.
Non-returnable Items
- Gift cards and promotional vouchers
- Complimentary or promotional items
- Temperature-sensitive products (requiring refrigeration or freezing)
- Used, opened, or incomplete items
- Products damaged due to customer mishandling or improper storage
- Products missing original packaging, seals, or labels
- Items damaged during return transit due to improper packaging
Return / Exchange Process
Depending on the reason for return and after product inspection, GAEA Global will provide one of the following solutions:
- Exchange for a new product of the same type
- Issue a voucher of equivalent value
- Process a refund within 14 business days
Return / Exchange Costs
- GAEA Global does not charge a service fee for valid returns or exchanges.
- However, unless otherwise required by law, customers are responsible for incidental costs (e.g., transport or communication expenses).
- Shipping or packaging fees are non-refundable unless the return is due to a verified GAEA Global error or product defect.
5. CONTACT US
For any questions or assistance, please contact:
+84 96 2544 004
+84 91 6045 738
Email: customerservice@gaea-global.com
Disclaimer
GAEA Global reserves the right to modify, suspend, or discontinue online offers, delivery policies, or return procedures without prior notice.
By placing an order on our platform, you confirm that you have read, understood, and agreed to these terms and conditions.