RETURN & EXCHANGE POLICY

GENERAL REGULATIONS

• Each product in an order is eligible for only one exchange/return within the applicable period. Products received after exchange are not eligible for further exchange/return, except in cases of manufacturer defects.
• This policy applies only to orders purchased on Crocs Vietnam’s official website (www.crocs.com.vn).
• Exchange/return requests are only applicable through crocs.com.vn and are NOT accepted at Crocs retail stores.
• All exchange and return requests shall comply with the Return & Exchange Policy published on Crocs Vietnam’s website and will be processed based on the product price at the time of purchase or an equivalent-value product.
• Crocs Vietnam reserves the right to inspect and evaluate the condition of exchanged, returned, or defective products before proceeding with any repair or replacement.
• Crocs Vietnam reserves the right to modify website policies and conditions applicable to promotional items and special programs at any time.

GENERAL DEFINITIONS

Full-price product: A product sold at the current listed price on Crocs Vietnam’s website without applying any discount programs, promotional offers, discount codes, vouchers (excluding discount codes/vouchers with a value of VND 200,000 or below), or any other promotional benefits at the time of purchase.

Discounted product: A product with a selling price lower than its original listed price or a product that receives any promotional benefit from Crocs Vietnam, including but not limited to direct discounts, discount codes, vouchers, promotional programs, or other discount offers.

DETAIL INFORMATION

1. Exchange & Return Period:

• Full-price products: Eligible for exchange/return within 30 days.
• Promotional products: Eligible for exchange for the same product code within 15 days.

>> Crocs Universe members are entitled to a 30-day exchange/return period applicable to both full-price and promotional products.

>> The eligible exchange/return period is calculated from the date customers receive the product (based on courier delivery records) until the date customers submit their exchange/return request through Crocs Vietnam’s official support channels, including Crocs Vietnam email, Facebook, or Hotline.

2. Exchange & Return Conditions: Products submitted for exchange/return will not be accepted by Crocs Vietnam if they do not meet any of the following requirements:

• Customers must provide valid order information that can be verified on Crocs Vietnam’s website: https://www.crocs.com.vn.
• The product must be unused.
• The product must remain in its original condition with all tags and labels attached.
• The product must not be damaged due to improper storage, handling, or use by customers.
• Gift items and Jibbitz™ accessories are not eligible for exchange or return.

3. Exchange / Return Process:

When customers require an exchange or return, please submit a request here. Crocs Vietnam’s Customer Service team will contact and assist customers as soon as possible.

3.1 Product Exchange:

Once the exchange request has been approved, Crocs Vietnam will arrange the collection of the original product and delivery of the replacement product simultaneously through the designated courier service. For exchange orders, product inspection between customers and the courier upon receiving the replacement product is a mandatory requirement.

The designated courier, Nhat Tin, reserves the right to inspect the returned product and refuse collection if the returned product does not meet ANY ONE of the following conditions:

• The order number matches the purchase information on Crocs Vietnam’s website.
• The product must remain in its original condition with tags and labels attached (except warranty cases where tags/labels may no longer be available).
• The barcode of the returned product must match the product information from the original purchase.
• The product must be securely packed in a carton box for protection and return to the courier.

Notes:

a) In case the customer wishes to exchange for a different size, Crocs Vietnam will support exchanging for another product. If the replacement product has a higher value than the original product, customers are required to pay the price difference. If the replacement product has a lower value, the remaining balance will not be refunded.

b) In case customers exchange for a different color variant of the same product line, customers are advised to check the product price of the requested color variant at the time of exchange. During promotional periods, discounts and promotional offers may NOT APPLY EQUALLY to all color variants of the same product line (as different colors may be launched at different times based on Crocs’ marketing campaigns). Therefore, customers may be required to pay the price difference when exchanging for a color variant that is not included in the promotional program.

3.2 Product Return:

All return requests must be reviewed and approved by Crocs Vietnam before processing to ensure proper handling.

Crocs Vietnam will first arrange the collection of the returned product to the warehouse. The Warehouse team will then inspect the returned product condition. If the product meets the requirements stated in Section 2, Crocs Vietnam will process the refund through one of the following methods: e-voucher refund for discounted products or monetary refund for full-price products (please refer to Section 4. Refund Methods and Processing Time for details).

Eligible return cases include:

• Customers purchased full-price products.
• Customers cannot find a suitable replacement after a size exchange request. The product will be accepted for return, and Crocs Vietnam will issue an e-voucher equivalent to the product value for future purchases. (The e-voucher is only applicable on crocs.com.vn and is NOT valid at Crocs retail stores.)

3.3 Exchange / Return Shipping Fee:

Crocs Vietnam provides free two-way shipping support for all exchange and return requests, regardless of the reason, including manufacturer defects, size exchanges, or other customer-requested exchanges/returns.

To receive support, customers are required to submit a request to Crocs Vietnam Customer Service. After receiving the request, our team will provide instructions on the next steps to complete the exchange/return process.

*** Important Note: Customers must use the courier service designated by Crocs Vietnam for all product exchanges/returns. Customers should not independently arrange other courier services, as this may cause errors affecting Crocs Vietnam’s order control and processing procedures.

4. Refund Methods and Processing Time:

After the cancellation request or return request has been reviewed and approved by Crocs Vietnam, the payment value and related benefits will be refunded through the applicable methods below.

4.1 Cash Refund

	Click & Collect	Home Delivery
Applicable Conditions	Applicable in the following cases: - Order cancellation or failure to collect the product within the designated period. - Product return – applicable to full-price products.	Applicable in the following cases: - Order cancellation upon customer request or unsuccessful delivery. - Product return – applicable to full-price products.
Refund Method	Refund will be processed through the payment gateway to the original payment account (bank account/e-wallet) used by the customer for the purchase.	If the original payment method was: - Online Payment: Refund will be processed through the payment gateway to the original payment account (bank account/e-wallet) used by the customer for the purchase. - Cash on Delivery (COD): Refund will be transferred to the bank account provided by the customer after the return request has been approved.
Refund Processing Time*	7–14 working days (depending on the processing time of the bank/e-wallet provider).	If the original payment method was: - Online payment via payment gateway (OnePay/ZaloPay): 7–14 working days. - Cash on Delivery (COD): 10–30 working days (depending on the bank processing time).

*The refund processing time is calculated from the date the returned product arrives at the warehouse and completes the quality inspection process before being restocked.

4.2 E-Voucher Refund

	Click & Collect	Home Delivery
Applicable Conditions	Orders must meet all following conditions: 1. The order contains two or more fulfillment methods or products collected from different stores within the same original order. 2. The product is purchased under a promotion with conditions related to order value/product quantity or bundle offers (for example: additional discount from VND ..., buy 1 get 1 free, buy 2 get 1 free, etc.).	Orders meet one of the following conditions: 1. Discounted products. 2. Orders using Gift Voucher or discount codes.
Refund Method	Crocs Vietnam will issue an E-Voucher with a value equivalent to the amount paid for the returned product/order. The E-Voucher will be sent to the customer’s purchase email together with usage conditions and validity period.	After the returned product is confirmed to meet all requirements, Crocs Vietnam will issue an E-Voucher equivalent to the amount paid and send it to the customer’s purchase email together with usage conditions and validity period.
Refund Processing Time	Within 1–2 working days.	Within 1–2 working days.

Notes:

• E-Vouchers are valid for 3 months and can only be used on the Crocs Vietnam website. They are NOT applicable at Crocs retail stores.
• The E-Voucher issuance timeline is calculated from the date the returned product arrives at the warehouse and completes the quality inspection process before being restocked.

4.3 Refund of The 1 Points / Voucher

Applicable to orders using benefits from The 1 program, including both Click & Collect and Home Delivery orders.

	Full Order Return	Partial Order Return
Applicable Conditions	Customers return all products in the order and submit the return request in a single transaction through Customer Support.	Customers do not return all products in the order within the same return request. Example: Customer purchases 2 products and returns 1 product.
Refund Method for The 1 Points / Voucher	The 1 Points: Points will be credited back to the customer's account. The 1 Voucher: Voucher will be credited back to the customer's account.	The 1 Points: Points will be credited back to the customer's account. The 1 Voucher: The voucher will be reissued as a Crocs Vietnam E-Voucher, which can only be used on crocs.com.vn and is not applicable to other brands under the Central Retail network.
Refund Processing Time	1–2 working days from the date the returned product arrives at the warehouse and completes the product quality inspection process.	1–2 working days from the date the returned product arrives at the warehouse and completes the product quality inspection process.

Notes:

1/ In cases where the Voucher is refunded back to the customer's account, the original Voucher validity period will remain unchanged and will not be extended or reissued with a new validity period.

2/ An order will still be classified as a Partial Order Return in the following special cases:

1. Customers return all products in the order but complete the return process through multiple separate shipments or requests at different times.
2. Customers submit a request to return all products in the order at the same time, but the order includes shipping fees.

3/ In case of order adjustments, system errors, or invalid transactions, Crocs Vietnam reserves the right to review, adjust, or recover any refunded points, vouchers, or benefits that have been issued or applied to ensure the accuracy and transparency of The 1 Program.

Customer Support Channels:

Customers may contact Crocs Vietnam Customer Service through the following channels for assistance:

• Hotline: 1900 63 64 01 (09:00 AM – 06:00 PM daily).
• Email: CrocsVietnam@crocs.com.vn