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The products shown are proposed designs built from game artwork, not items in stock. Prices, stock and release dates will be announced later. This website does not take orders or online payments yet.

Policies · 06

SHIPPING, RETURNS AND REFUNDS POLICY

Applies to all orders for physical goods purchased on the website shop.vlplay.vn of Viet Long Game Play Joint Stock Company (VLPlay, Công ty cổ phần Việt Long Game Play).

A. Delivery

Carriers: GHN, GHTK, Viettel Post, J&T or another suitable carrier. Goods are dispatched from the warehouse at the company's head office in Hanoi city and the warehouse in Ho Chi Minh City, giving priority to the warehouse nearest the delivery address.

  • Inner-city Hanoi, Ho Chi Minh City

    Expected delivery time
    1–2 working days
    Expected shipping fee
    30.000 đ

  • Other provinces and cities

    Expected delivery time
    3–5 working days
    Expected shipping fee
    35.000–45.000 đ

  • Island districts, remote and deep-lying areas

    Expected delivery time
    5–7 working days
    Expected shipping fee
    According to the carrier's fee table

  • Orders from 5.000.000 đ, or VIP customers according to their VIP tier benefits

    Expected delivery time
    As above
    Expected shipping fee
    Free

The above shipping fees are indicative and may be adjusted according to the size, weight, distance and fee schedule of each carrier from time to time, in accordance with the law. The exact fee is always shown at the checkout step before the customer confirms the order.

  • Time is counted from when the order is confirmed (COD) or payment succeeds; Sundays and public holidays are not counted.
  • Pre-order goods are delivered according to the schedule stated on the product page.
  • Customers may inspect the external condition of the goods (without trying them out) before accepting and paying. Customers have the right to refuse dented or wrong-model goods free of charge.
  • If delivery fails after 03 attempts, the order is returned to the warehouse; for paid orders, VLPlay refunds after deducting the two-way shipping fee.
  • The risk of loss or damage during transport is borne by VLPlay until the customer signs for receipt.

B. Exchanges and returns

  • Manufacturing defect, damage, wrong model, wrong size, missing items

    Time limit
    07 days from receipt
    Remedy
    New replacement or 100% refund
    Shipping fee
    Borne by VLPlay

  • Gaming device with a technical fault

    Time limit
    First 07 days: new replacement; thereafter warranty according to the warranty card
    Remedy
    New replacement / warranty
    Shipping fee
    Borne by VLPlay

  • Change of size or colour of clothing (tags intact, unwashed)

    Time limit
    07 days from receipt
    Remedy
    One (01) exchange, for an item of the same or higher price
    Shipping fee
    Borne by the customer

  • Change of mind, with the seal intact

    Time limit
    03 days from receipt
    Remedy
    100% refund of the product price
    Shipping fee
    Borne by the customer

Exchanges and returns on request do not apply to the following (exchanges and returns still apply if the fault lies with VLPlay):

  • Booster/random-box collectible cards whose seal has been opened.
  • Products custom-designed on request (printed name, game ID).
  • Headsets and products in contact with the body whose seal has been opened, for hygiene reasons.
  • Free gifts and clearance goods clearly marked “no exchange or return”.

General conditions: the box, accessories, gifts and invoice must be complete; an unboxing video is required for complaints about missing or broken items.

How to submit a request: via hotline 0854845068, email hotro@vlplay.vn or the “My orders” section. VLPlay responds within 24 working hours and sends a carrier to collect the goods.

C. Refunds

  • Refunds are made within 07 working days from when VLPlay receives and inspects the returned goods (or from cancellation of a paid order).
  • Refunds are made to the method used for payment; COD orders are refunded to a bank account in the customer's name.
  • VIP benefits and discount codes used for the order are returned to the account if still valid.
  • The time for the money to reach the account depends on the bank; see Payment Policy section 4.