I. Shipping Policy
1. Shipping Methods
Customers may purchase products directly at our store.
Products can also be shipped through third-party shipping and delivery providers.

2. Estimated Delivery Time
Ho Chi Minh City: 1–2 days after placing the order (excluding Sundays and public holidays).
Other areas: 3–4 days after placing the order (excluding Sundays and public holidays).

However, delivery may take longer in certain unavoidable circumstances, including:
Our staff are unable to contact the customer by phone and therefore cannot complete the delivery.
The delivery address provided by the customer is incorrect or difficult to locate.
A sudden increase in the number of orders results in delays in order processing.
Our suppliers deliver products later than expected, resulting in delivery delays, or the shipping provider experiences delays.

3. Geographical Limitations on Delivery
 For customers outside the province who wish to purchase products in large quantities, or for wholesale customers, we will arrange delivery through professional shipping and logistics companies. Shipping fees will be charged according to the rates of the selected shipping provider or based on the contractual agreement between the two parties.

4. Responsibilities of the Merchant and Logistics Service Providers Regarding Product Documentation During Delivery
The delivery provider is responsible for providing relevant product documents during the delivery process.
The shipping provider has the right and responsibility to provide invoices and relevant documents to competent state authorities upon request.
The shipping provider is responsible for transporting goods under the principle of "original packaging and intact package."

All orders will include the following information on the packaging:
Recipient information, including the recipient's name, phone number, and delivery address.
The order's tracking number.
To ensure the safety and transparency of the transaction, www.kidora.webcake.me will include the invoice with the shipment.

5. Responsibility for Goods Damaged During Transportation
Regarding the provision of product documentation during the delivery process:
If goods are damaged during transportation, whether the order is delivered by our store or by a third-party shipping provider, we will be responsible for handling and resolving the issue with the customer.
Customers have the right to refuse delivery and request a return or exchange in accordance with our Return and Refund Policy. Any related issues will be handled with the shipping provider to seek compensation for the order in accordance with the cooperation agreement between our company and the third-party shipping provider.

Note: In the event of a delivery delay, we will promptly notify the customer. The customer may choose either to cancel the order or continue waiting for delivery.

II. Return and Refund Policy
1. Conditions for Returning Products
1.1 Immediate Return Upon Delivery
 If the customer discovers that the package shows signs of damage, is no longer intact, or contains incorrect recipient information, the customer should refuse to accept the package immediately upon delivery.

1.2 Returns After Receiving and Paying for the Order
After receiving the order and making payment to the shipping provider, customers may request a return after opening the package if they discover any of the issues specified below.

1.3 Eligible Return Cases
For products with manufacturing defects, the applicable return or exchange policy of the respective brand will apply.
In other cases, we regret that we may not be able to provide return or exchange support.
Eligible cases include:
The product packaging is torn or the product is damaged during transportation.
The wrong product is delivered, or accessories or promotional gifts are missing.
The wrong product or color is delivered compared with the customer's order.

2. Refund Methods
For orders returned due to defects affecting the entire order, we will support the return and refund the payment to the customer's bank account.
For orders returned due to partial defects, we will support product exchange, subject to product availability, or provide a refund to the customer's bank account.

3. Return Procedures
Customers must notify us within 24 hours of receiving the order, excluding Saturdays, Sundays, and public holidays as prescribed by law. We reserve the right to refuse complaints or return requests submitted after this period.
Customers are required to follow the steps below for the return request to be considered valid.

3.1 Submit a Return Request
Visit www.kidora.webcake.me or contact our hotline to receive instructions from our Customer Service Department on how to complete the "Return Request Form."
After the form has been completed with all required information, our Customer Service Department will process the request within 72 hours and notify the customer whether the return request is valid.

3.2 Return Method
If the return request is approved, within the following 48 hours, the customer must select a return method according to the instructions provided on www.kidora.webcake.me

3.3 Return Address and Information
PANCAKE COMPANY LIMITED
Address: Trung Van, Nam Tu Liem, Ha Noi.
Phone: 0909 999 999
Return Description: Return Order No. xxxxxx

3.4 Return Deadline
If, after 10 days from the date the return request is confirmed, www.kidora.webcake.me has not received the returned goods, we reserve the right to refuse to process any further complaints and consider the customer to have withdrawn the return request for that order.

3.5 Inspection of Returned Goods
Upon receiving the returned order, www.kidora.webcake.me will inspect the products to ensure that the return meets the conditions specified in Section 4.1. The customer will receive a notification through the account used to place the order within the following 7 days.

3.5.1 Valid Return
If the returned order meets all applicable requirements, the customer will receive the refund to their bank account within 5–15 working days.
If the customer does not have a bank account, www.kidora.webcake.me will convert the refund amount into membership points of equivalent value.

3.5.2 Invalid Return
If the returned order does not meet the applicable requirements, www.kidora.webcake.me will contact the customer to discuss and propose an appropriate solution.

4. Valid Returned Orders
The arrangements for exchanges or returns will be determined on a case-by-case basis. Customers are required to ensure that all information provided in the return request is complete and accurate so that www.kidora.webcake.me can process the return as quickly as possible.

4.1 Conditions for a Valid Returned Order
The returned product must match the description provided in the "Return Request Form" and remain in its original condition as received.
The entire order must be returned, including purchased products, accessories, and promotional gifts.
Each order may only be subject to a return request once.

4.2 Conditions for an Invalid Returned Order
A return will be considered invalid if:
The customer has not provided the required information or has provided incomplete or inaccurate information compared with the information submitted in the "Return Request Form" on www.kidora.webcake.me.
More than 10 days have passed since www.kidora.webcake.me confirmed the return request and the returned order has still not been received.
The returned products do not match the information provided in the "Return Request Form", including missing products, missing promotional gifts, or other missing items from the original order.
The returned products fail to meet the return conditions specified in Section 4.1 following inspection by www.broadcast.webcake.me

5. Refund Processing Time
If the returned products meet the conditions specified in Section 4, www.kidora.webcake.me will process the refund within 5–15 working days, excluding Saturdays, Sundays, and public holidays. The refund will be made to the customer's bank account or converted into membership points through the account used to place the order, starting from the date the refund is confirmed.
If the returned products do not meet the conditions specified in Section 4, we regret that we will be unable to issue a refund.
For any other product-related concerns not covered above, please contact the Customer Service Department of www.kidora.webcake.me for further assistance.

III. Obligations of the Seller and Customer in Each Transaction
1. Seller's Obligations
Provide goods of the correct quality and quantity: The seller must ensure that the goods or services provided correspond to the description, quality, and quantity agreed upon in the contract.
Deliver goods on time: The seller must deliver the goods on time, to the agreed location, and in accordance with the terms and conditions agreed upon in the contract.
Provide relevant documents: The seller must provide all necessary documents, such as invoices, warranty documents, shipping documents, and documents relating to ownership of the goods.
Protect the customer's legitimate rights and interests: The seller must ensure that the goods do not infringe upon the legitimate rights and interests of any third party, including copyright or intellectual property rights.
Remedy defects and provide warranty support: If the goods are defective or do not conform to the agreed terms, the seller is responsible for remedying the defect, providing warranty support, or accepting returns or exchanges in accordance with the customer's rights.

2. Customer's Obligations
Make payment on time: The customer must make full payment within the agreed time and in accordance with the terms of the transaction.
Receive the goods on time: The customer must receive the goods within the agreed timeframe and in accordance with the agreed conditions, including inspecting the goods upon delivery.
Notify the seller of product-related issues: If the customer discovers that the goods are defective or have other issues, the customer should promptly notify the seller so that the matter can be handled in accordance with the applicable policy.
Provide accurate information: The customer is responsible for providing accurate information regarding the order, delivery address, and payment method to facilitate the seller's proper fulfillment of the transaction.