1. 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

  1. 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”

  1. 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

  1. Exchange/Return Fees

[Table omitted for brevity – shows fee structure for returns/exchanges in Ho Chi Minh City vs other areas]

  1. Processing Time for Exchanges/Returns

[Table omitted – shows 5-step process taking 12-15 days total]

  1. 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