Return Policy
Inspection and Return Policy
1. Inspection Policy
Customers have the right to inspect goods before payment and receipt. Please carefully check the following:
- Product information: product name, color, size, quantity
- External condition: packaging, box not torn, dented or broken
- Product condition: check if product is damaged, scratched or has technical defects
- Accessories and documents: ensure complete as described
Note: If the product is found to be incorrect or has problems, you have the right to refuse receipt and do not have to pay.
2. Return Policy
2.1. Return Period
- Within 7 days: Customers can return defective products, incorrect description or damaged during shipping.
- Within 3 days: For cases of exchange due to wrong size, color or change of mind (unused product).
The deadline is calculated from the date the customer receives the goods.
2.2. Return Conditions
Products accepted for return must meet the following conditions:
- Product is intact, unused, no signs of user damage
- Complete packaging, labels, accessories and accompanying documents
- Have purchase invoice or order confirmation
2.3. Return or Exchange Method
Customers can return via shipping unit:
Return via shipping unit
- Contact customer service via email: [email protected] or hotline
- Provide order information and reason for return
- Carefully pack the product
- Send to address: 215, Street 138, Tang Nhon Phu Ward, Ho Chi Minh City
2.4. Refund Method
After the returned product is confirmed to meet conditions, customers will receive refunds according to the original payment method:
- Bank Transfer: Refund to paid account/wallet/card within 5-10 business days (depending on bank/e-wallet)
- Direct Bank Transfer: Refund to customer's bank account within 3-5 business days
- COD (Paid Cash): Transfer to customer's bank account within 3-5 business days
- COD (Not Yet Paid): No refund needed, just refuse receipt
- Voucher/Discount Code: Receive voucher of equivalent value for next purchase (upon request)
Note: Customers need to provide complete bank account information to receive refunds (except for COD not yet paid).
2.5. Return Costs
Free return in cases:
- Product defect from manufacturer
- Wrong product delivered (incorrect description, color, size ordered)
- Product damaged during shipping
- Product quality not as committed
Customer bears shipping cost in cases:
- Change of mind (return not due to product defect)
- Wrong product ordered
- Want to exchange for another product of equal or higher value
Estimated shipping cost: 20,000 - 50,000 VND depending on area and product weight.
3. Return Processing Procedure
Return Request
Customer contacts customer service to notify return request within specified period
Request Confirmation
Customer service confirms request and guides customer on return method (within 24 hours)
Send Return
Customer packs and sends product to provided address
Product Inspection
Ecombox inspects if returned product meets conditions (2-3 business days)
Refund or Exchange
Process refund or send new exchange product to customer (5-7 business days)
4. Contact Information
If you have any questions about the return policy, please contact:
- Email: [email protected]
- Address: 215, Street 138, Tang Nhon Phu Ward, Ho Chi Minh City
- Business Hours: Mon - Fri: 8:00 - 17:30 | Sat: 8:00 - 12:00
Note: This policy may be updated over time. The latest updated version will be posted on the website.
Update date: January 2026