- Conditions for Exchanges and Returns
Customers are eligible for exchanges or returns when the received product falls under one of the following conditions:
– Customer has paid but not received the product within 3 days from the company’s confirmed shipping date.
– Product is damaged due to external defects (visible to the naked eye):
+ Product delivered is broken, cracked, dented or deformed
+ Product delivered is burnt or scorched
+ Packaging box is dented or deformed
+ Product is damaged due to technical defects
– Product is damaged during shipping
– Wrong product delivered to customer (e.g. wrong item code, size, color, etc.); broken seal
+ Wrong product delivered compared to order
+ Product inside does not match packaging
– Counterfeit or fake product delivered
– Product delivered shows signs of prior use
– Missing parts or missing free gifts
Note:
– Exchanges/returns are not allowed for cases other than those listed above
– Policy may be updated if new situations arise during implementation
- Conditions Not Eligible for Exchange/Return
– If there is a joint inspection report between the shipping company and customer, no exchanges/returns allowed under any conditions
– Buyer changes their mind about the purchase
– Product is delivered to buyer more than 48 hours after order is marked as “Successfully Delivered”
- Unacceptable Conditions for Returned Products
Products returned by customers will not be accepted for exchange/refund if:
– Product is returned without complete box, packaging, accessories, warranty card or free gifts (if applicable). Except for returns due to “missing accessories/free gifts”
+ Not returned with complete box/packaging
+ Not returned with accessories (part of product set)
– Product shows signs of use. Except for returns due to “product showing signs of prior use”
– Product no longer has original tags, labels or manufacturer’s seal
- Exchange/Return Fees
[Table omitted for brevity – shows fee structure for returns/exchanges in Ho Chi Minh City vs other areas]
- Processing Time for Exchanges/Returns
[Table omitted – shows 5-step process taking 12-15 days total]
- Refund Methods
Applies when eligible for exchange/return but customer does not want an exchange. Refunds only processed after product is received back.
Refund time is 5-7 days (for both cash and online payments)
For cash on delivery orders:
– Refund via bank transfer (customer provides bank account details)
– Refund amount will deduct any applicable fees mentioned above
For online payments (bank transfer/Momo wallet):
– Refund to the account used for payment
– Refund amount will deduct any applicable fees mentioned above