RETURN AND REFUND POLICY
1. Scope of application
This policy applies to every purchase made with Brand K Vina, whether online through the website, by telephone order, or in person at the company official stores or authorised dealers.
2. Cases in which exchanges and returns are accepted
You may request an exchange or return in any of the following cases:
- The product has a technical defect attributable to the manufacturer (missing parts, damage, or failure to meet quality standards).
- The product is dented, cracked, broken or scratched in the course of delivery to you.
- The product delivered has an unsatisfactory expiry date (expired or close to expiry).
- The product delivered does not match the order in quantity, model or type.
Please note: exchanges or returns for personal reasons (no longer required, dislike of the colour or model, and so on) are not accepted, except where the product remains sealed and unused and Brand K Vina agrees to assist as a gesture of goodwill. In that case, all costs incurred (delivery, order processing, packaging materials and so on) shall be borne by you.
3. Cases in which exchanges and returns are not accepted
- Gift items, special promotional items, or products expressly marked as “not eligible for exchange or return”.
- Products for which the exchange and return period has expired (7 days from the date of receipt).
- Products that have been used or show signs that the seal or security label has been broken or removed.
- Products with missing or damaged packaging, labels, accessories or accompanying gifts as a result of improper storage or handling on your part.
- Products showing signs of external impact such as scratches, dirt, unusual odours, or damage caused by unsuitable storage conditions.
- Products not purchased through the official Brand K Vina network.
4. Conditions for exchanges and returns
- The product must be intact and complete with all labels, accessories and accompanying gifts.
- Valid proof of purchase must be provided (order number, invoice, delivery note or payment receipt).
- You must provide photographs or an unboxing video of the product (where the defect was caused in transit) as the basis for handling the complaint.
5. Time limits for exchanges and returns
- At the time of delivery: you are entitled to refuse the goods if you identify a defect.
- Deadline for submitting a request: Brand K Vina will only accept exchange, return or refund requests made within 7 days from the date on which you receive the goods (the date of receipt being determined from the courier system records).
6. Exchange and return procedure
- You contact our hotline or email to submit an “Exchange/Return request”, stating the reason clearly.
- Our Customer Service team receives the request, verifies the details and provides instructions for sending the product to our processing centre.
- Once the product has been received and its condition confirmed, Brand K Vina will issue a replacement product or a refund in accordance with this policy.
7. Exchange and return costs
- Where the defect is attributable to the manufacturer or to the delivery process: Brand K Vina bears all exchange, return and redelivery costs.
- Where the exchange or return is for personal reasons or falls outside this policy: you bear the two-way delivery costs and any other costs incurred.
- Where the product is exchanged for one of higher value: you must pay the difference.
- Where the product is exchanged for a different type of product: the replacement product must be of equal or higher value than the product purchased. If the replacement product is of lower value, the difference will not be refunded.
8. Refunds
- Principle: refunds are made using the original payment method (cash, bank transfer or e-wallet).
- Processing time:
3-5 business days for payments made by e-wallet or payment gateway.
5-7 business days for bank transfers.
For international payments (Visa/MasterCard), the process may take longer depending on the rules of the issuing bank.
- Brand K Vina will accept and process one refund request only per valid order, submitted within 7 days from the date on which you receive the goods.
Please note: refund periods may vary according to the rules of the bank or payment partner concerned; should this occur, Brand K Vina will notify you accordingly.
- For orders paid for using a voucher or gift card, Brand K Vina will issue the refund as a voucher or gift card rather than in cash.
9. Contact and support
If you have any questions or require assistance, please contact us using the details below:
Hotline: 0987861697
Email: sales@brandkorea.vn
Address: 3rd Floor, Lot C299, Phu My Thuong Urban Area, My Thuong Ward, Hue City, Vietnam