Terms & Conditions
This page (together with the documents referred to on it) tells you the terms and conditions (Terms & Conditions) on which we supply any of the products (Product(s)) listed on our website www.watsons.vn or Vietnam mobile app (the Site) to you. The Products listed on the Site may be supplied directly by Central Watson Company Limited. Please read these Terms & Conditions carefully before ordering any Products from the Site. You should understand that by ordering any of our Products, you agree to be bound by these Terms & Conditions including any amendments/supplements from time to time. You can print a copy of these Terms & Conditions. Please also note that the use of the Site is subject to the terms contained in the Website and Mobile Terms of Use, which apply whether or not you order any Products from the Site.
We take privacy seriously. The categories of personal data that we process depend on how you use our services. We use your personal data to align our online and in store services with your preferences, to provide you with purchases and services, to deal with your requests, to contact you regarding tailored products and services which may be of interest to you, to provide prize draws or competitions, or to carry out relevant administrative services. All personal data is processed in accordance with applicable data protection laws. For a full version of our Privacy Policy, please see Privacy Policy.
By opening a Watsons membership account, or by using services or other benefits connected with that account, you also agree to our Membership Terms and Conditions.
2. How the contract is formed between you and us?
6. Our Cancellation, Returns and Refund Policy
The Site is operated by Watsons (Vietnam) Limited, whose Enterprise Registration No. 0314911564 initial issuance on 09 March 2018 by the Business Registration of the Department of Investment and Planning of Ho Chi Minh City, having registered address at Unit 14.01, 14th Floor, Tower B, Viettel Building, No. 285 Cach Mang Thang Tam Street, Ward 12, District 10, Ho Chi Minh City, Vietnam and/or our affiliates (“we” / “us”).
2. How the contract is formed between you and us?
2.1 You may place an order to purchase a Product advertised for sale on the Site by following the onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the "Proceed to Payment" button on the "Payment details" page. No changes or amendments can be made by you to your order after this point.
2.2 After placing an order, you will receive an e-mail from us acknowledging that we have received your order and giving you an order number and a summary of your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched (the Dispatch Confirmation). In this Dispatch Confirmation, we will give you an order number and a summary of your order which includes list of Products (name, number, price and total payment), estimated delivery time, our information for your contacting if necessary. The contract between us for the sale of a Product will only be formed when we send you the Dispatch Confirmation for the relevant Product. If you order several Products from us which are being delivered at different times or separately from a third party supplier, each contract is formed when we provide the Dispatch Confirmation for each Product.
2.3 Each Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.
2.4 We may, in our sole discretion, refuse or cancel any order and limit order quantity. We may choose not to accept your order, in whole or in part, for any reason and we will not be liable to you or to anyone else in those circumstances. Following such cancellation, in whole or in part, we will provide you with a refund for the amount paid to us corresponding to the cancelled order.
2.5 We may be unable to process your order if:
• the Product you ordered is out of stock or discontinued; or
• there is a problem with authorization of your method of payment.
2.6 Certain Products made available on the Site may be subject to age or other restrictions imposed by law. We are not permitted by law to supply these Products to individuals who do not satisfy the relevant requirements and, if you are underage or do not satisfy such requirements, you must not attempt to order these Products. Nothing contained in these terms and conditions or any communications provided to you as a result of your use of this service should be construed as medical, commercial, legal or other professional advice. Always seek the advice of a physician or other qualified healthcare provider concerning questions you have regarding a medical condition, and before starting, stopping or modifying any treatment or medication.
2.7 The Site is intended for adults, but there could be instances where some customers under the age of eighteen (18) years view or purchase products on the Site. The use of our Site and/or our services by persons below the age of eighteen (18) years is subject to the consent of their parent or guardian. From time to time, we may restrict access to some features or parts of the Site, or the entire Site, to users who have registered with us. To register, you must be over eighteen (18) years of age. By registering on the Site, using the Site and/or making a purchase, you confirm and certify that the information you provide, including but not limited to your date of birth, is complete accurate and up-to-date, and that you are at least eighteen (18) years of age or otherwise have consent from a parent or guardian. You agree to update your registration information promptly if it changes. All personal information you provide will be kept secure and processed in accordance with our Privacy Policy.
ONLINE ORDER
3.1 Once you have selected a Product that you wish to order via www.watsons.vn, you will then be shown (on the website) the charges you must pay including taxes, if applicable, and any applicable delivery charges.
3.2 Payment can be made via credit card, debit card, ATM card, Cash On Delivery, member points, e-wallet, or e-Voucher.
3.2.1 For payment via credit or debit card or ATM card or e-wallet, you shall pay for the order in full at the time of ordering by supplying us with your credit card, debit card, ATM card details, which we require in order to process your order.
3.2.2 For payment with ATM card, your ATM card must be registered internet banking service with issuing bank in advance. You can be required to process e-banking by log-in to the bank website that your ATM card was issued from or using QR code to complete your payment.
3.2.3 For payment by Cash On Delivery, after you place order, we will verify and ship to your delivery address, the payment will be collected upon receipt of order.
Alternatively, you may pay by any method that we have said is acceptable to us, but in any event, we shall not be bound to supply before we have received cleared funds in full. The credit card account or member account must have sufficient funds or member points to cover the proposed payment to us. Depending on the results of a credit check, we reserve the right not to offer certain forms of payment and to refer you to our other forms of payment.
3.3 When you submit an order to the Site, you agree that you do so, subject to the current Terms and Conditions at the date you submit your order. You are responsible for reviewing the latest Terms and Conditions each time you submit your order.
COLLECTION (AT STORE)
3.4 Ordered Products will be available for collection within 7 working days from the day of confirmation of order is issued. A SMS Collect Notice and a CTO number will be sent to you via email and local SMS gateway to confirm the date of collection. You may retrieve your CTO number under Order History.
3.5 If you are not personally available to collect at store, an authorized representative may collect on your behalf provided you had called customer service to update the representative information and the representative must be over 18 years of age. You or your representative may be required to produce proof of identity (SMS / EMAIL) and the CTO number on collection of products and you or your representative shall acknowledge receipt of the delivery.
3.6 Order will be cancelled if you do not collect the product within 14 days from the day of the SMS Collect Notice being sent. Refund will be granted in such event at our discretion, and subject to deduction of administration costs.
3.7 We will not entertain any request for change of store for collection after order confirmation is issued.
3.8 We reserve the right to withhold delivery of the Products to you if we have any doubts whatsoever as to your credit worthiness or insufficient identification.
3.9 No delivery charges apply for orders collected in selected store.
HOME DELIVERY
3.10 We will deliver the Products to you in accordance with the delivery option specified by you when you placed your order.
3.11 We may on some occasions dispatch the Products comprised in your order which are supplied by us in multiple packages. Delivery will be made to the delivery address specified in your order. Please see below for details of where we deliver and the available delivery options. We cannot deliver items within the same order to multiple addresses. We are not responsible for any additional carrying or positioning of Products ordered.
3.12 There may be a delivery charge, which will be added when you checkout. Please make sure that you are satisfied with the delivery charge before confirming your order for Products at checkout.
3.13 We shall deliver the Products to the delivery address specified and keyed in by you on the order form. Your order will be delivered to you via the service of a courier service company appointed by us. We advise that either you or a chosen representative is able to receive the order and place it in a safe place.
3.14 We aim to deliver the Products within the estimated timeframes indicated below, from the day on which the Dispatch Confirmation is issued. However, we are not able to guarantee any firm delivery dates upon order and to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
Location | Estimated Delivery |
Ho Chi Minh City | 1-3 working days |
Outside of Ho Chi Minh City | 3-7 working days |
3.15 On delivery of the Products, you are required to sign for delivery.. All risk in the Products shall pass to you upon delivery.
3.16 Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provide to us when you make your order and arrange for cancellation of the order or delivery to an alternative delivery address.
3.17 Delivery Charges will be calculated based on the weight of the order received as below:
Delivery Location | Delivery Charges |
For home delivery | Ho Chi Minh City: 19.000 VND Outside of Ho Chi Minh City: 49.000 VND Free delivery when you spend 249.000 or more |
For Click & Collect | No charge |
3.18 We reserve the right to reject orders that are deemed trading in nature. For such cases, we will investigate and reserve the right to cancel such orders.
3.19 We shall not be held responsible for any damage or missing items for customers who request to place their purchases outside their home, and after the delivery has been made.
3.20 If you believe that a parcel has been tampered with, please refuse to sign for the Products and notify Watsons Customer Service.
3.21 All Products must be received by an adult aged 20 years or over. If the carrier has doubt over the age of the person receiving the Products, he is entitled to ask such person to show an identity card to prove his/her age. If the person is shown not to be over 20 and no other person can receive the Products, we shall not hand over the Products.
3.22 If you are not available to take delivery or collection in first time, within 72 hours, we will have 2nd attempt and 3rd attempt to deliver the order to you.
3.23 If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not accept delivery or collect the Products from the carrier, then we may (without affecting any other right or remedy available to us) do either or both of the following:
no longer make the Products available for delivery or collection and notify you that we are immediately cancelling the order, in which case we will refund to you or your credit card company as applicable any money already paid to us under the order, less our reasonable administration charges (including for attempting to deliver and then returning the Products, and any storage fees as provided).
3.24 If you request for redelivery, we are entitled to charge for providing the service.
3.25 It is your responsibility to notify us immediately of any change to the delivery address.
3.26 We reserve the right to decline delivery of Products to any customer at our sole discretion absolutely.
3.27 Shipping fee is excluded from earning Member Points.
4.1 Once delivered, the Products ordered will become your responsibility and, except in relation to Products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.
4.2 Ownership of Products will pass to you on: delivery of the Products; or us receiving full payment of all sums due in respect of the Products, whichever is the later.
5.1 The price of any Products will be as quoted on the Site from time to time, except in cases of obvious error. Images of the Products are for illustration purposes only.
5.2 All Products prices listed are in Vietnam Dong (VND) and inclusive of Value added Tax (VAT) and other applicable charges, but exclude delivery costs. Delivery costs will be added to the total amount due once you have selected a delivery service from the available options.
5.3 We cannot complete your order until you have paid for it in full. Payment can be made by most debit or credit cards and other payment methods acceptable to us, by completing the relevant details on the “Payment” page. You can make payment via Point Redemption (only applicable for Watsons Card member). We shall not be liable for any credit card or other payment fraud. You are liable for any and all bank transfer or bill payment charges.
5.4 Bill payment via bank transfer must be received within 2 days of placing the order, using the correct pay-in slip and reference numbers. If we do not receive payment within the above time frame, the order will be automatically cancelled and you will be informed.
5.5 For payment via credit or debit card, you shall pay for the order in full at the time of ordering by supplying us with your credit card, debit card details, which we require in order to process your order.
Alternatively, you may pay by any method that we have said is acceptable to us, but in any event, we shall not be bound to supply before we have received cleared funds in full. The credit card account or member account must have sufficient funds or member points to cover the proposed payment to us. Depending on the results of a credit check, we reserve the right not to offer certain forms of payment and to refer you to our other forms of payment.
5.6 To provide secure online commerce transactions, we employ Internet's Secure Sockets Layer (SSL) technology. It encrypts your personal information, including credit card number, name and address, so that it would not be read as the information travels over the Internet. To check SSL Certificate information, you can right click the mouse and choose "Properties" & "Certificates".
5.7 We may from time to time set credit limits for individual customers and we reserve the right to limit sales including the right to decline sales to any customers.
5.8 Full payment in respect of an order must be made upon the placing of the order. If your payment cannot be processed, the order will be not be accepted and you are advised to contact your card issuer to resolve any problem concerning the use of your credit card in order to continue with the order.
5.9 We reserve the right to change the payment terms for any order without prior notice. You are required to read and understand the payment terms before placing any order on the Site.
5.10 We reserve the right to change the payment mode for Products offered online at any time by announcement via website, email and any other means of public communications.
5.11 If payment for any order has already been made but the order is not accepted by us, you will be entitled to a refund, depending on the period of time your financial institution needs to arrange the refund. We shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
5.12 Watsons eVoucher and eCoupon are redeemable for online purchases made on www.watsons.vn, subject to terms and conditions of the respective eVoucher and eCoupon. Other types of vouchers and coupons are not redeemable online. Watsons eVoucher and eCoupon are nontransferable and cannot be exchanged or redeemed for cash.
5.13 The Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them. If a Product's correct price is different from the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Products, or reject your order and notify you of such rejection.
5.14 Prices on the Site may be different from those in our stores. For example, the Site may offer 'Web Exclusive Prices' on selected Products which will be cheaper than prices in our stores.
5.15 Multiple eVouchers can be used in one order.
5.16 eCoupons are limited to one per order.
6. Our Cancellation, Returns and Refund Policy
CANCELLATION
6.1 We may cancel an order if the Product is not available for any reason or any other reasons which caused an order not able to be fulfilled. We will notify you if this is the case.
6.2 All cancellation of orders made by us will be refunded in the same form that the payment was made, except in the case of payment via cash on delivery, a refund will be provided via bank transfer.
6.3 You cannot cancel an order once a Dispatch Confirmation is issued. If you wish to seek further information or assistance, kindly contact our Customer Service at hot line: 1900 989877 or email to contactUs@watsons.vn.
RETURN AND REFUND
6.4 For Products collected from store which is found to be defective and/or is damaged inside the packaging after collection, you may request to Customer Service to return within 14 days. You must present a valid receipt of the purchase for the return.
6.5 For home delivery, you may hand any faulty or damaged Products, or incorrect items back to Watson’s warehouse. You are required to fill in the “Return form” which was attached in the parcel, and we will process the refund within 30 days.
6.6 We will inspect the returned Products upon return by you. If the conditions is fulfilled, a refund to be made to you in the same form that the payment was made, except in the case of payment via bank transfer, a refund will be provided in the form of a bank transfer.
6.7 We reserve the rights to reject any refund for opened or used Products. We shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.
6.8 We will not allow refund cases of orders paid for with member points redemption or eVoucher.
6.9 For returns, only the completed returns form is required. Please note that refunds will not be processed at store, we will only begin the return process once the item is received at Watsons Warehouse.
6.10 Products returned for a refund shall be refunded at the price which you had paid at the point of ordering. For the avoidance of doubt, the refund shall not include the delivery costs (if any)
6.11 We will refund which the same method with customers payment.
• Payment method: Credit card / Debit card | Refund method: Credit card / Debit card | Refund period: Within 30 days
• Payment method: Bank transfer / ATM | Refund method: Bank transfer | Refund period: Within 30 days
• Payment method: Cash on delivery | Refund method: Bank transfer | Refund period: Within 30 days
• Payment method: QR Payment | Refund method: Bank transfer | Refund period: Within 30 days
• Payment method: e-Wallet | Refund method: e-wallet | Refund period: Within 14 days
The refund period is subjected to be changed due to the specific arrangement of customer’s bank regulations.
6.12 For Watsons Card member, in the event of a refund, all member points received for the purchase of the refunded Products will be removed from the Watsons Card member account.
7.1 We are not responsible for, and cannot guarantee the performance of, goods and services provided by third parties. While we will use reasonable endeavours to provide accurate information, Products packaging and material may contain more and/or different information. Always read labels, warnings, directions, and other information provided with the Products before using any Products. For additional information about a Product, please contact the manufacturer. If you find a Product is not as described, your sole remedy is to return it in unused condition (excluding Products that are not eligible for return), in accordance with our return policy. It is your responsibility to ascertain and obey all applicable local laws and regulations (including minimum age requirements) regarding the purchase, possession, and use of any Products.
7.2 You must follow any advice we give you to keep Products we supply to you safe (including any instructions or Product manuals provided with the Products). We cannot accept liability for damage to Products we have supplied which is caused by your failure to follow this advice.
7.3 Our total liability in connection with these terms and conditions and any resulting sale, arising from any cause, is limited to the price paid for the Product(s) giving rise to the claim. We accept no liability for special, indirect, incidental, punitive, and consequential damages of any nature, any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).
7.4 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under law, be excluded.
7.5 Nothing in this section 7 or elsewhere in our Terms & Conditions affects your statutory legal rights.
Any formal legal notices should be sent to us at our Customer Service address set out in the Contact Us section.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.
10.1 Watsons (Vietnam) Limited is a company registered under the laws of Vietnam whose Enterprise Registration No. 0314911564 initial issuance on 09 March 2018 by the Business Registration of the Department of Investment and Planning of Ho Chi Minh City, having registered address at Unit 14.01, 14th Floor, Tower B, Viettel Building, No. 285 Cach Mang Thang Tam Street, Ward 12, District 10, Ho Chi Minh City, Vietnam
10.2 If any of these Terms & Conditions are declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Terms & Conditions and the remaining provisions shall remain in full force and effect.
10.3 We have the right to revise and amend these Terms & Conditions from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.
10.4 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.
10.5 You and we agree that the laws of Vietnam apply to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the courts of Vietnam.
11. Contact Us
If you experience problems with ordering from the Site or have any questions with regard to an order, please feel free to Contact Us.
12. Updates
These Terms & Conditions were last updated in April 2024.