Return and Refund Policy

Micafi is committed to providing customers with a transparent, secure, and reliable international shopping and auction experience. In order to protect customers’ legitimate rights and to clearly define Micafi’s scope of responsibility in the provision of international purchasing and auction services, this Return and Refund Policy is established as the basis for handling issues arising in connection with goods, transportation, and refunds.

1. Purpose and scope of application

a. Scope of application

This policy sets out the rights and responsibilities of: customers using Micafi’s international purchasing and auction services via the Micafi website; the Micafi platform; and related service partners (including e-commerce marketplaces, international sellers, logistics providers, warehouses, and other relevant parties).

b. Policy objectives

The objectives of this policy are:

• To protect customers’ legitimate interests to the fullest reasonable extent;
• To clearly define Micafi’s responsibilities as an intermediary purchasing service provider, not the manufacturer or the final seller of goods.

This policy forms an inseparable part of the Terms of Use and the service agreement/contract between Micafi and the customer.

2. Explanation of the service model

a. International purchasing (proxy buying) service

Customers provide product links, order details, or place orders through the Micafi system. Micafi places orders on the customer’s behalf with international sellers or international e-commerce marketplaces, processes payment, and arranges transportation of the goods to Vietnam.

b. International auction service

Customers authorize Micafi to participate in auctions on international platforms (e.g., Yahoo Auction, eBay, etc.). Most auction items are used goods, “as-is” goods, or goods that do not carry a return policy from the seller or marketplace. Customers understand and accept the risks relating to the actual condition of the goods as described by the seller.

c. Micafi’s legal role

Micafi acts as an intermediary:

(i) Micafi does not directly manufacture, provide warranty for, or fully control the quality of goods;

(ii) Micafi is responsible for placing orders based on the information provided by the customer, organizing transportation and delivery, and supporting the customer in filing complaints to the seller or marketplace within permitted limits;

(iii) Unless otherwise agreed, Micafi is not the final seller of the goods.

3. Order classification and scope of return support

3.1. New-item orders from international e-commerce marketplaces

These are goods purchased from international e-commerce marketplaces (Amazon, Rakuten, eBay, etc.) or international retail websites with clear product descriptions. Micafi will prioritize applying the return policy of the marketplace or seller (if any) and will support the customer in working with the seller within permitted limits.

3.2. Auction orders / used goods / “as-is” goods

Including:

(i) Goods purchased via international auctions;

(ii) Used goods or goods described as “as-is,” “refurbished,” “no return,” or “final sale”;

(iii) Goods with minor defects that are clearly described in the auction listing.

General principle: Micafi does not guarantee returns for this category, except in the following cases:

(i) The goods are severely broken or seriously damaged due to transportation to Vietnam;

(ii) Micafi delivers the wrong product compared to the customer-confirmed information (wrong model, wrong auction ID, etc.).

3.3. Items generally not eligible for return

Except where mandatory law provides otherwise, the following types of goods are generally not eligible for return:

(i) Goods that are prohibited or restricted from import under Vietnamese law;

(ii) Food, beverages, and perishable products;

(iii) Medicines, supplements, and cosmetics that have been unsealed or used;

(iv) Underwear, swimwear, and sensitive/personal items;

(v) Custom-made, made-to-order, engraved, or personalized items;

(vi) Goods explicitly stated by the seller as “no return,” “final sale,” or “refurbished.”

4. Cases eligible for return / refund consideration

Micafi will consider supporting returns or refunds in the following cases, depending on the order type and the marketplace/seller policy:

(i) Wrong item delivered;

(ii) Wrong model, version, size, or color compared to the confirmed order;

(iii) Missing quantity or missing essential parts of the product;

(iv) Missing items in the order or missing key accessories that prevent use (e.g., missing adapter, missing controller, etc.);

(v) Goods are severely broken, dented, or deformed due to transportation;

(vi) Goods are clearly cracked, bent, dented, or deformed compared to the original condition, seriously affecting usability;

(vii) Goods clearly do not match the description;

(viii) The fault is determined to be attributable to Micafi or a logistics partner designated by Micafi.

For new-item orders from sellers on international e-commerce marketplaces, Micafi may consider supporting returns/refunds where goods materially differ from the seller’s description (e.g., ordering a phone but receiving a completely different product, or the actual configuration is significantly lower than described). Any evaluation must be supported by clear evidence, including photos, unboxing video, and the product description on the website/marketplace at the time of ordering.

5. Cases not eligible for return / refund

Micafi may refuse to support returns or refunds in the following cases:

(i) The customer changes their mind or no longer needs the product;

(ii) The goods match the description, style, size, and color ordered, but no longer suit the customer’s personal needs;

(iii) Minor differences in color, size, or packaging;

(iv) Minor variations due to lighting, display devices, or differences between production batches/series;

(v) Packaging differs from Vietnamese market versions but does not affect quality or functionality;

(vi) The product has been used beyond the initial inspection level;

(vii) Used goods, scratched goods, missing labels/tags, or missing accessories due to the customer’s fault;

(viii) Damage caused by misuse, incorrect power supply, or unsuitable usage conditions;

(ix) The customer submits a return request after the specified deadline;

(x) The customer does not submit the request within the timeframe stated in Section 6 of this policy;

(xi) Goods in the “no return,” “as-is,” auction, used, or refurbished categories where the issue falls within the seller’s original description;

(xii) Issues arising from incorrect information provided by the customer;

(xiii) Incorrect delivery address, incorrect phone number, or incomplete/inaccurate recipient information;

(xiv) The customer orders the wrong size, color, or model but Micafi has correctly fulfilled the confirmed request.

6. Conditions and timeline for return/refund requests

6.1. General conditions

For return or refund requests, the customer must fully meet the following conditions for Micafi to consider support:

(i) Notify Micafi immediately upon discovering any issue related to the order or goods;

(ii) Provide a complete unboxing video (showing all sides) and/or clear photos showing the condition of the product;

(iii) The outer packaging remains intact, including seals, labels, and tags (if any);

(iv) Clearly show the defect, damage, or incorrect delivery;

(v) If return shipping is required, the product must be kept in a condition as close as possible to the time of receipt, except for the defective/damaged portion.

6.2. Request submission deadline

The maximum deadline for submitting a return/refund request is 03 (three) business days from the time the customer successfully receives the goods (based on the logistics provider’s delivery data).

For cases involving severe breakage or major deformation, Micafi recommends notifying within 24 hours from the time of receipt to ensure timely support.

After the above deadlines, Micafi may refuse to process return/refund requests, unless otherwise agreed in writing or required by mandatory law.

6.3. Important notes upon delivery

To protect customer rights and serve as a basis for handling return/refund requests, Micafi recommends the following upon receipt:

a. Record an unboxing video

To protect your rights, please record the entire unboxing process immediately upon receiving the package from Micafi. The video is critical evidence enabling Micafi to work with international sellers or logistics providers in case of complaints.

🎥 Unboxing video/photo requirements:

• Record all 6 sides of the package.
• Clearly show the shipping label on the outside and the order code matching the order placed with Micafi.
• Record the condition, quantity, and any defects/damage (if any).
• Video/photos must be clear, not blurry, and not edited/cut.
• If the file is too large, you may upload it to Google Drive or YouTube (set as public) and send the link to Micafi via the support email.

b. Notes for electronic products

• For electronic products purchased internationally, the typical operating voltage is 110V–120V.
• Please carefully check the user manual and the included power supply/adapter.
• Damage caused by using the wrong voltage is not covered by return support or warranty.

c. If an issue occurs

If you发现 defects, missing parts, damage, or goods not matching the description, please:

• Clearly describe the issue;
• Attach the unboxing video;
• Send your request to Micafi via the official support channels.

7. Return request intake and handling process

To ensure return/refund requests are handled quickly and transparently, Micafi applies the following process:

Process step	Details
Step 1: Submit a request	Customers submit a return/refund request via email or Micafi customer support channels: Email: [email protected] Fanpage: Fb.com/micafi.official Required information: Order code; issue description; photos, unboxing video, and supporting evidence.
Step 2: Information verification	Micafi reviews the order information and the customer-provided photos/videos. If necessary, Micafi may request additional evidence (e.g., clearer video, photos of serial numbers, product labels, etc.).
Step 3: Return shipping instructions	If the product must be returned to Micafi for inspection or return processing, Micafi will provide the return address, a suitable shipping method, and clarify which party bears the shipping cost, depending on each case and the cause of the issue.
Step 4: Assessment & decision	After receiving sufficient information and/or the returned item, Micafi will: Determine the cause of the issue (seller, international shipping, domestic shipping, or customer-related); Work with the marketplace or international seller (if within the support scope); Notify the customer of the outcome and proposed resolution.
Step 5: Processing time	The estimated processing time depends on complexity and coordination with international marketplaces/sellers, and is typically 7–30 business days. Micafi will update the customer when new information becomes available.

8. Return/refund fees and refund methods

8.1. Responsibility determination and refund approach

a. Issues attributable to Micafi or Micafi-designated partners

Examples: incorrect item ordered; wrong variant compared to customer request; damage occurring during domestic delivery arranged by Micafi.

Micafi will bear reasonable return-related costs, including domestic return shipping and related handling fees (if any).

b. Issues attributable to the international seller or marketplace

Micafi will support the customer in filing a claim according to the seller/marketplace policy.

• If the seller/marketplace approves a refund or exchange, Micafi will refund the customer the actual amount returned by the seller/marketplace, after deducting any incurred costs (if any, and if disclosed in advance).
• If the seller/marketplace refuses a refund or exchange, Micafi is not obligated to compensate, unless the issue is caused by Micafi.

c. Issues attributable to the customer

The customer bears shipping and related handling costs if they still request a return, and only if the seller/marketplace agrees to support.

8.2. Refund timing and methods

Refunds (if any) may be processed via one of the following methods: refund to the customer’s Micafi account/wallet; or refund to the bank account provided by the customer, in accordance with Micafi’s refund procedures and policies applicable from time to time. The actual refund time may also depend on processing procedures and the systems of the bank or payment service provider.

9. Taxes, fees, and customs risks

a. Import taxes and fees

Customers agree to bear taxes and fees imposed by competent authorities on imported goods (if any), unless Micafi publicly announces a different policy.

b. Specialized inspection, seizure, re-export, or destruction of goods

If goods are inspected, temporarily held, seized, required to be re-exported, or destroyed by authorities due to violations of Vietnamese law (including but not limited to prohibited goods, counterfeit goods, non-compliant goods, or failure to meet inspection/specialized control requirements), Micafi is not obligated to refund the customer. An exception applies only if the loss arises from Micafi’s intentional misdeclaration contrary to the information provided by the customer.

c. Customer’s obligation to provide truthful information

Customers are responsible for:

(i) Not requesting Micafi to purchase prohibited/restricted goods or goods that violate the law;

(ii) Providing truthful, complete, and accurate information when describing goods, especially where customers input product details themselves;

(iii) If a customer intentionally requests prohibited or restricted goods, all risks and losses are borne by the customer.

10. Liability cap and disclaimers

a. Maximum liability cap

In all cases, Micafi’s total maximum liability (if any) will not exceed the value of the order amount paid by the customer to Micafi for the complained order.

b. Indirect damages

Micafi is not liable for indirect damages, including but not limited to:

(i) Loss of revenue, loss of profit, or loss of business opportunity;

(ii) Damages arising from using or being unable to use the goods.

c. Disclaimer of responsibility

Micafi is not responsible in the following cases:

(i) Issues arising from incorrect information provided by the customer or improper use contrary to instructions;

(ii) Issues attributable to the seller or international marketplace that refuses support, even though Micafi has provided claim support within its capability;

(iii) Force majeure events as set out in Section 11 of this policy.

11. Force majeure

Force majeure events are objective events that are unforeseeable and unavoidable, including but not limited to:

• Natural disasters, fires, floods, earthquakes, epidemics/pandemics;
• War, riots, large-scale strikes;
• Changes in laws/policies or decisions by competent authorities that directly affect purchasing, transportation, customs clearance, or delivery;
• Large-scale technical disruptions to international logistics or transportation systems beyond Micafi’s control.

In the event of force majeure, Micafi is exempt from liability for damages directly arising from such events. However, Micafi will make best efforts to:

• Notify customers in a timely manner;
• Coordinate with relevant parties to find feasible solutions within permitted limits.

12. Governing law and dispute resolution

a. Governing law

This policy is primarily governed and interpreted under the laws of the United States, together with applicable U.S. federal laws and regulations.

b. Application to customers outside the United States

For transactions with customers outside the United States, where local laws include mandatory consumer protection requirements, Micafi will respect and comply with such requirements to the extent required by law.

c. Dispute resolution

The parties prioritize resolving disputes through good-faith negotiation and cooperation. If no agreement is reached, disputes may be submitted for resolution to: a competent court in the United States; or an arbitration institution mutually agreed by the parties (which may be seated in the United States or another country/territory), under the procedural rules of the chosen dispute-resolution body.

Micafi continually strives to develop and apply transparent policies to protect customers’ legitimate interests when using international purchasing and auction services. Full compliance with this policy helps ensure that order handling, returns, and refunds are processed quickly, clearly, and effectively. For any questions, complaints, or support requests, please contact Micafi via the official support channels for timely assistance.