Inspection, exchange and refund policy

1. Inspection policy

  • Customers have the right to inspect the external condition of the product immediately upon receipt (please film the unboxing as evidence for any complaint should there be an issue with the order).
  • Customers may refuse delivery if:
    • the product does not match the order placed;
    • the product is no longer intact after shipping (packaging is damp/wet, torn, crushed, etc.).
    • In such cases, please call hotline 0888 666 331 for timely assistance.

2. Exchange, return & refund policy

a. Exchange/return due to a fault of the manufacturer or carrier

Cases eligible for exchange/return:

  • The product has wrong specifications due to a manufacturer fault (missing quantity, damaged, moldy, etc.).
  • The product delivered differs from the order information.
  • The product’s external condition is affected — dented, deformed, torn or scratched packaging, wet, etc. — due to shipping.
  • The product expired before or on the date it was delivered to the customer.

Conditions for exchange/return:

  • The customer has a video of the unboxing process.
  • The product is returned within 07 days of successful delivery.
  • The returned product matches the product purchased on the order.

b. Exchange/return due to the customer’s personal needs

Conditions for exchange/return:

  • The product is intact (the protective plastic film is unbroken) and unused.
  • The product is returned within 07 days of successful delivery.
  • The returned product matches the product purchased on the order.

c. Exchange/return costs

  • For products exchanged/returned due to a fault of Việt Hương or the carrier: Việt Hương bears all exchange/return costs or provides a corresponding refund.
  • For products exchanged/returned due to personal needs: the customer bears the two-way exchange/return shipping cost.