Terms & conditions

1. Customer information and accounts

Please provide accurate contact, billing, delivery and customs information, and keep your account details secure. Contact us promptly if you notice an error. We may restrict accounts used for fraud or abuse, but this does not remove your rights regarding orders already paid for.

2. Orders and product information

Please check the product, options, quantity and delivery address before ordering. An order acknowledgement confirms that we have received your order; we accept the order when we dispatch the goods. If a product is unavailable or a material description or pricing error affects your order, we will contact you with the available options. We will not substitute an item or charge a higher price without your agreement. If we cannot fulfil your order, we will cancel it and refund the amounts paid for the cancelled goods and any applicable delivery charges.

We aim to describe products accurately. Minor colour differences may result from screen settings, and handmade items may have variations described in their listings. This does not excuse faulty goods or a material difference from the agreed description. If we change a key specification after your purchase, you may decline the change and request cancellation or a return for a full refund.

3. Prices, payments and import charges

Check the currency, product prices, shipping charges and taxes shown at checkout before paying. Future price changes do not change an accepted order. Import duties, taxes or clearance charges not collected at checkout may be payable to the destination authorities or carrier by the recipient. We do not charge those amounts a second time when they have already been collected by us. Contact us if you are unsure what is included.

4. Cancellation and changes

You may cancel your order for any reason within 24 hours of placing it by emailing info@saigonmade.com with your order number and cancellation request. We will refund the full amount paid to Saigonmade, including the original shipping charge, through the original payment transaction.

The deadline is based on when you send the request, not when we read or reply to it. Processing or dispatch does not remove this 24-hour cancellation right. Please request changes promptly; we will confirm whether they can be made.

After 24 hours, we do not offer voluntary cancellation, returns or exchanges solely because you changed your mind. Any mandatory cancellation or withdrawal rights remain available, including applicable EU or UK distance-selling rights described in our Return & Refund Policy.

5. Shipping and delivery

See our Shipping Instruction for destination-specific delivery estimates, expressed in calendar days unless expressly stated otherwise. Estimates are not guaranteed delivery dates. Customs checks, public holidays, including Tet, and transport disruptions may cause delays. If we become aware of a significant delay affecting your order, we will explain the available options.

Delivery to a PO Box depends on the selected carrier and service; services requiring a signature may need a physical address. Please contact us before ordering if unsure.

If a parcel is delayed, missing or returned, contact us so we can investigate with the carrier. Where the problem is caused by us or the carrier we arranged, we will work with you on an appropriate remedy, including replacement or refund where required. Where an incorrect address, failure to collect, or refusal of applicable import charges causes a return, we will explain any actual additional costs and available options before arranging another shipment. Deductions will only be made where permitted by law.

Please report non-receipt as soon as the expected delivery period has passed, preferably within three months of dispatch to assist carrier investigations. This request does not shorten any mandatory legal claim period. Customs restrictions may affect delivery; responsibility and any remedy will depend on the circumstances and applicable law, rather than an automatic exclusion of all claims.

6. Returns, refunds and faulty goods

If an item arrives faulty or damaged, we send the wrong item, or an item does not match the description agreed at purchase, we will refund 100% of the amount actually paid to Saigonmade for the affected item or items, plus their corresponding original shipping charges and any associated taxes collected by us. You do not need to return the affected goods.

In a multi-item order, only the affected items and their corresponding original shipping charges are refunded under this promise; unaffected items are not included. If all items are affected, the refund covers the full amount paid to Saigonmade for the order. Where shipping was charged jointly, we refund the portion attributable to the affected items and explain the allocation in your refund confirmation. Amounts already refunded count toward the applicable total. Contact us with your order number and a description of the issue; photos, where available, help us assess it. The 24-hour cancellation window does not limit claims for faulty or misdescribed goods.

For goods that are not faulty and match the agreed description, we do not offer voluntary change-of-mind returns or exchanges after 24 hours. We honour returns and remedies required by applicable law. Our Return & Refund Policy explains the request process, PayPal refunds and statutory withdrawal procedures.

These rules also apply to custom and personalised orders. Any legal exception for genuinely personalised goods does not remove remedies for faults or misdescription, or our refund promise for the affected items and their corresponding original shipping charges.

7. Consumer rights and resolving problems

Nothing in these terms excludes or restricts rights or remedies that cannot lawfully be excluded, including rights concerning faulty goods, delivery and cancellation. Where mandatory consumer law provides greater protection, that protection applies. Contact us with your order number and a description of the problem so we can help resolve it.

8. Updates and contact

This version takes effect when published on September 18, 2026 and applies to orders placed after publication. The terms and return policy applicable when you placed your order govern that purchase. Later updates do not retrospectively reduce your rights.

For returns and refunds, the Return & Refund Policy provides the detailed procedure, subject to mandatory law.

Email: info@saigonmade.com
Contact page: Contact us