Returns & Refunds Policy

This policy is written to meet Google Merchant Center review standards and mirrors our published shipping/tax details. It explains who pays for return shipping, the return window, how refunds are issued, processing timelines, and any exclusions—clearly and without ambiguity.

Applies to: Vietnam and the continental United States
Return window: 30 calendar days from the delivery date (per carrier tracking)
Return shipping cost: Free for all eligible returns in Vietnam and the continental United States
Original shipping fee: Non-refundable (except when the return is due to our error or a defective/damaged item)

1) Eligibility & Conditions

To qualify for a return or exchange:

  • A request must be submitted within 30 days of the recorded delivery date.

  • Items must be unused, in original condition, with original packaging, manuals, accessories, and any free gifts included.

  • A receipt or order number is required.

  • We may refuse or apply a partial refund if items show wear, missing parts, or damage not caused by our error.

Non-returnable items:

  • Gift cards

  • “Final sale” items clearly marked as such at checkout

Note for personalized/handmade items:
If an item was custom-made to your specification, it remains eligible for return only if it arrives damaged/defective or we sent the wrong item.

2) Who Pays What

Return shipping:
Free (we provide a prepaid label or arranged pickup, depending on location).

Original shipping fee:

  • Vietnam: Shipping to you is free; nothing is deducted on approved returns.

  • United States (continental): The US$5 standard shipping fee is non-refundable, unless the return is due to our error or the item is defective/damaged.

Taxes:

  • Vietnam: No additional tax is collected by us, so nothing is refunded.

  • United States: We currently do not charge U.S. sales tax. Therefore, no tax is deducted or refunded.

3) How to Start a Return or Exchange

For customers in Vietnam

  • Contact us at [email protected] or (+84) 915 954 388 within 30 days of delivery.

  • We’ll email a return authorization and the domestic VN return address (or arrange a carrier pickup via GHTK, GHN, or Viettel Post).

  • Pack the item securely. Use the prepaid label or follow the pickup instructions.

  • After inspection, your refund or exchange will be processed (see Section 4).

For customers in the United States (continental)

  • Contact us at [email protected] or (+84) 915 954 388 within 30 days of delivery.

  • We’ll email a prepaid return label and the U.S. return address (UPS/USPS/FedEx, as specified).

  • Pack the item securely and hand it to the indicated carrier.

  • After inspection, your refund or exchange will be processed (see Section 4).

Returns sent without prior authorization or to an incorrect address may be delayed.

4) Refunds: Method & Timeline

  • Method: Refunds are issued in USD to your original PayPal payment method. If that method cannot accept a refund, we will contact you to arrange an alternative (e.g., store credit).

  • Processing time: We process refunds within 7 business days after the returned item is received and inspected. Your bank or card issuer may take additional time to post the credit.

  • What’s refunded: Item price (no tax applied). Original shipping fees are not refunded unless the return is due to our error or a defective/damaged item.

  • Partial refunds: If returned items are used, missing parts, or not in original condition (and the issue isn’t our fault), a reasonable deduction may apply.

5) Exchanges

  • Stock dependent: Exchanges depend on availability at the time we process your return.

  • Fastest option: For speed, place a new order for the desired item and return the original for a refund.

  • If you prefer a direct exchange, follow the return steps; we’ll ship the replacement once the original is received and approved.

6) Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged, or incorrect, contact us within 30 days of delivery with photos and your order number.
We will provide a free return label or pickup and arrange either a replacement or a full refund (including the US$5 US shipping fee, if paid).

7) Cancellations, Refused, or Undeliverable Packages

  • Cancellations: Allowed before a tracking number is issued. Once shipped, please use the return process above.

  • Refused/undeliverable packages: When returned to us, we’ll process a refund of the item price (no tax collected). Original shipping fees (US: US$5) are not refunded unless due to our error.

8) How to Reach Us

Email: [email protected]
Phone/WhatsApp: (+84) 915 954 388
Support available for customers in Vietnam and the continental United States (Mon–Fri, excluding public holidays).

Last updated: October 24, 2025 (GMT+7)
This policy may be revised to reflect operational or carrier changes. Updates apply to orders placed after the effective date.