(Applicable to loofah products)
We always want to bring our customers the best quality products and services. To ensure the interests of both parties and maintain transparency in buying and selling, our return and refund policy is stipulated as follows:
Conditions for return and exchange
We only accept returns in the following cases:
Products are defective due to the manufacturer, for example: moldy, rotten, have an unusual smell when opening the package.
Products are damaged during transportation (you need to provide pictures immediately upon receipt).
Wrong product delivered (different model, different quantity, different type than ordered).
Conditions for non-return
We do not accept returns in the following cases:
Products that have been used or damaged due to improper storage by the customer (wet, not kept in a dry place…).
Products that are no longer in their original condition (cut, torn, worn…).
Exceeding the return request period (see section 4).
Wanting to exchange for personal reasons (don’t like it anymore, bought the wrong product…).
Return process
You need to contact us within 24h-48h from receiving the goods via the purchased channel (Facebook, Zalo, Shopee, etc.).
Provide a video or photo of the defective/damaged product with the order number.
After confirming the error from us, you will:
Resend the product (if requested).
Receive a replacement product or get a refund (depending on the agreement).
Time to request return
Maximum 3 days (72 hours) from receipt of goods.
After this time, we will refuse to accept any return requests.
Refund method
Refund via bank account, e-wallet, or according to the form you originally paid.
No refund if the product is not subject to the above error/damage
Shipping fee
In case of error/damage from the shop: The shop will bear all return shipping costs.
In case of error from the customer: The customer will bear the shipping cost (if supported for exchange).
Important Note:
Loofahs are natural products, each one has a slightly different shape and color. Minor differences are not considered product defects. Please understand and accept this before ordering.
COMPLAINT HANDLING POLICY
Maximum 3 days from receipt of goods.
Call hotline: 098.567.1177
Receive information – Verify status – Respond within 24 hours – Process within 3-5 working days.
