Refund and Returns Policy
1. Return/Exchange Timeframe
Customers may request to return or exchange damaged items within 7 days of receiving the order. After this period, we regret that we cannot accept returns or exchanges.
2. Conditions for Return/Exchange
a. Items must be damaged due to manufacturer defects, seller error, or shipping issues. Damages caused by improper use or customer mishandling will not be eligible for return or exchange.
b. Customers must provide clear evidence of the damage, such as photos or videos.
3. Return/Exchange Procedure
a. Customers should contact our Customer Service Department to report the issue and provide photo/video proof of the damaged product.
b. Once the damage is verified, we will offer a solution, which may include a refund or replacement, depending on the customer’s preference.
4. Return/Exchange Methods
a. If the item is damaged beyond reuse, we will not request the customer to return it. Instead, we will issue a refund or send a replacement product.
b. If the item is partially damaged but still usable, we may request a return. The customer may ship the item back or bring it directly to our address (as listed on our website). After receiving the returned item, we will process the refund or send a replacement.
5. Return/Exchange Costs
-
If the item is damaged due to production or shipping errors, we will cover all return shipping costs and fully refund the amount paid by the customer.
-
However, if the customer requests a return or exchange for personal reasons (not caused by product defects or shipping issues), the customer will be responsible for all shipping fees and an additional return handling fee of 30,000 VND.
6. Invalid Returns/Exchanges
If the product does not meet the return conditions mentioned above, we reserve the right to decline the return request and will not issue a refund or replacement.
We are committed to protecting customer rights and will strive to resolve any product-related issues fairly and promptly.
B. REFUND POLICY
1. Refund Request Timeframe
a. Customers may request a refund for damaged products within 7 days from the date of receipt. Requests made after this period will not be accepted.
b. Approved refunds will be transferred back to the original payment account used by the customer within 10 business days.
2. Refund Conditions
a. Products must be damaged due to manufacturing defects or shipping errors. Products damaged due to misuse or customer error will not be eligible for refunds.
b. Customers must provide clear photos or videos as proof of the product damage.
3. Refund Process
a. Customers must contact our Customer Service Department to request a refund and provide relevant damage evidence.
b. Once the damage is verified, we will issue a partial or full refund, depending on the extent of the damage.
Refunds will be returned to the original account used for payment.
For replacement requests, we will ship the replacement item within 7 days after confirmation. Delivery time may vary depending on the destination, but we will make every effort to ensure the item reaches the customer as soon as possible.
4. Invalid Refunds
If the product does not meet the refund conditions outlined above, we reserve the right to reject the request and will not issue any refund.
We are committed to ensuring customer satisfaction and will resolve refund-related issues fairly and efficiently.