Order Service: Regulations on Returning Goods

• Sending wrong goods

Normally, in cases where the seller sends the wrong products, the seller often asks the customer to return the correct product back to their headquarters. Only then will they refund or resend the correct products.

In order to best serve customers, Fado168 will respond and negotiate with the seller. In case it is necessary to return the goods and the error is due to the shipping stage, Fado168 will cover the cost of returning the goods by post from Cambodia to the US for you.

• The sent goods are missing

a. Goods are missing in quantity compared to when ordered

Depending on the customer's request, Fado168 will request the seller to return the missing goods or compensate for the value of the missing goods:

– If the seller refunds 100% of the value of the missing item, Fado168 will refund the full value of the amount along with shipping costs and transaction fees for that missing item.

– If the seller agrees to send more missing products, the customer will receive new products without paying any extra costs.

b. Goods are missing parts/details

If the seller is willing to send additional missing parts/details, the customer will receive the goods without paying additional costs.

Complaints, feedback, and negotiations with the seller/Fado168's customer service department will depend on each specific case and the level of support of the seller/supplier. Compensation will vary. Usually, in cases where the seller cannot send the missing part, the seller often asks the customer to return the exact product to their headquarters. Only then will they refund the money or send back another finished product.

• Goods are broken, deformed defective, damaged, or unusable

a. If the error is on the seller's side

Depending on the customer's request, Fado168 will request the seller to compensate the item value or send back a replacement product:

– If the seller agrees to refund 100% of the item value, Fado168 will refund the full amount of that item along with shipping costs and transaction fees for that exact item.

– If the seller agrees to send back the replacement product without requesting to return the damaged product, the customer will receive a new product without incurring any additional costs.

– Complaints, feedback, and negotiations with the seller/customer care department of Fado168.com will depend on each specific case and the support ability of the seller/supplier. Compensation will vary. Fado168 can only refund the exact amount they compensate the customer.

Note: In case the seller requests to return damaged goods (for compensation), the customer will be responsible for the cost of returning the goods by post from Cambodia to the seller's headquarters (because the error comes from the seller, and Fado168 only provides buying and shipping services, so Fado168 can only support feedback and negotiate with the seller).

b. If the error is due to Fado168's shipping process

Fado168 will refund 100% of the item value to you as soon as possible. We hope that customers are willing to cooperate with Fado168 to resolve each specific case.

• Note when receiving goods

To best ensure your rights, please record a VIDEO of the entire package and the opening process as soon as you receive the goods from Fado168. If a problem arises, please clearly state it and attach a video to Fado168.

If you have any questions, please contact us:

+ Email: [email protected]

+ Tel: 088 599 6168 - 086 356 168