General information:
This policy provides you with the details about when you are eligible to cancel your order, request to return and/or refund or to exchange an item, and when you may be offered a replacement or credit.
- The policy applies to online orders made through our website only.
- For products purchased through another retailer/online store, contact that retailer/online store directly to find out their relevant policies and procedures.
- For information about the warranty of our products, please refer to our Product Warranty Policy.
Order cancellation:
- If you wish to cancel your order, you can do so within 24 hours of placing it.
- To cancel an order, contact us as soon as possible using one of our contact channels listed below. We will contact you back within 24 hours confirming your request.
- If sending/emailing us a written request, please write “Order Cancellation” in the subject or first line and provide all of the relevant order details.
- Where you have already paid for your cancelled product, we will issue a refund within 7 working days of you contacting us.
Returns and refunds:
- Where an item has been damaged during shipping/delivery or is missing, you should contact us within 3 working days of product delivery. Our Shipping and Delivery Policy (link) includes relevant information.
- With the exception of the above, requests for returns and refunds will be accepted up to 21 days after an item has been delivered. Reasons for wanting to return a product can include (but is not limited to) you received the wrong product, the item looks, feels or performs differently from website images or descriptions, the item is defective, or the item arrives later than was indicated in our Shipping and Delivery Policy.
- Shipping costs for returns are the responsibility of the customer.
- Where we agree to issue a refund, we do this within 7 working days of an item being successfully returned to us.
- Please see details below about how to initiate a return/refund or exchange.
Items that are non-refundable:
- Sale items.
- Custom orders.
- Any item that is not in its original condition, is stained, altered or shows obvious signs of use.
- Any item where you did not initiate a return/refund/exchange discussion with us within 21 days after it was delivered.
- No evidence has been submitted by you or is available to us of your online purchase.
Items that were not delivered:
- Where the item was not delivered within the expected delivery time as set out in our Shipping and Delivery Policy, you should contact us within 7 working days of the expected delivery date and advise us this has happened.
- Where the item ordered was already paid for and was sent by a local delivery service within Ho Chi Minh City, we will initiate a refund or exchange after you have contacted us via one of the communication channels listed below.
- Where the item was sent by post within Vietnam, we do not provide refunds or replacements for any lost items until after at least 4 weeks.
- For any claims against items not delivered, please refer to the Refund and exchange process (if applicable), including warranty claims section below for information about the claims process.
Replacements, exchanges and credit (if applicable):
- We may at our discretion offer you a replacement, exchange or credit on sale items or items returned after the 21-day window to request a refund has passed. This will be decided on a case-by-case basis. You may wish to check our Product Warranty Policy for further information.
Refund and exchange process (if applicable), including warranty claims:
- To initiate a return/refund or exchange, contact us via one of the communication channels listed below.
- We will acknowledge your request/claim within 7 working days of receiving contact from you.
- We may ask you to provide evidence of your purchase online with our website.
- Within 14 working days of receiving contact, we will advise if we agree in principle or not to provide you with a refund, exchange (where possible) or credit.
- If we agree in principle to provide you with a refund, we may decide to reimburse you for any reasonable costs of returning the item/s to us. You should keep evidence of the cost of returning the item to us. Any reimbursements will be made by bank transfer only.
- If we agree in principle to provide you with an exchange or credit, the cost of returning the item/s will be borne by you.
- With the exception of warranty claims (see our Product Warranty Policy, when we have agreed that an item should be returned to us, items must be sent/delivered in their original condition and in the original packaging. You will be responsible for that item until it is received by us.
- Once your return is received and inspected by us, we will send you an email to notify you about our decision to refund, exchange or provide credit within 7 working days.
- Where we approve to issue a refund, it will be initiated within 7 working days of our decision/notification.
- If we do not approve a refund, we may choose to replace the item with the same product, exchange the item for something else or provide you with credit. We will notify you about this. Items that we agree to replace, exchange or provide credit for will, at most, be to the same value of the original item purchased and returned to us. A credit will be held by us for up to a maximum of 12 months of our notification to you. We are not responsible to send any follow up emails about the expiry date of your credit.
- If you are exchanging an item and the replacement product is of greater value, we will send you an invoice for the difference. The replacement item will not be sent to you until we have received the difference.
- Depending on where you live, the time it may take for your exchanged product to reach you may vary. Please refer to our Shipping and Delivery Policy for further information.
- In case you wish to comment or make a complaint to us, please contact us via one of the contact details channels below.
Contact details:
- Phone/Zalo: +84 (0) 938 036 920 (English) or +84 (0) 903 770 291 (Vietnamese).
- WhatsApp: +84 (0) 938 036 920
- Facebook: www.facebook.com/VeryNgonHomewares
- Email: hello@veryngonhomewares.com
Please address any return items to:
Ms Nguyen Thi Minh Hieu (phone: +84 (0) 903 770 291)
Very Ngon Homewares (Workshop)
17 Ky Con, Cau Kieu (formerly Ward 7, Phu Nhuan District)
Ho Chi Minh City, VIET NAM
