Exchange And Return Policy

To ensure transparency, fairness, and optimize our operational processes, especially for international orders and Made-to-Order products, we implement a strict exchange, return, and shipping policy. By purchasing from us, customers acknowledge that they have read, understood, and agreed to ALL the terms and conditions below. We strongly recommend customers carefully review these terms before completing any transaction.

All Made-to-Order, customized, personalized, or tailor-made products produced according to specific customer measurements/requirements are final sale and are NOT ELIGIBLE FOR EXCHANGE OR REFUND under any circumstances.

This policy is in place because Made-to-Order products are produced exclusively according to each customer's specific requests and cannot be reused or resold. The production process for these items requires significant time, materials, and effort from the moment the order is confirmed. Therefore, any changes or cancellations after an order has entered the production process will not be accepted.

Customers are responsible for thoroughly checking all product details, including size, color, material, and other customization requirements, before confirming a Made-to-Order. By confirming the order, customers agree that the product will be manufactured according to the specifications provided and cannot be changed, canceled, exchanged, or refunded once the order has entered the production process. We will not be responsible for any errors arising from information provided by the customer.

We support a one-time exchange only for each order of non-Made-to-Order products, subject to the following strict conditions: The exchange request must be submitted to us within 03 days from the date the customer receives the product (based on shipping tracking information). The product must be intact, unused, unwashed, and free from any unusual odors (e.g., perfume, body odor, smoke, chemicals, etc.). All original tags, labels, packaging, and accessories (if any) must be intact and attached to the product. The product must be in perfect, original condition as received by the customer. We will not accept products with any signs of damage, dirt, deformation, or those that have been used/tested. Specifically, customers MUST provide a continuous, unedited, and clear unboxing video from when the package is still sealed (unopened) until the product is fully removed and inspected in detail. This video is the ONLY accepted proof to demonstrate the product's condition upon receipt and serves as the basis for us to consider any claims regarding product defects or order errors. Without a valid unboxing video, all claims will be rejected.

In addition to Made-to-Order products, the following items are also not eligible for exchange: Products that have been used, washed, altered, or show any signs of damage due to customer fault; products belonging to special categories for hygiene reasons (e.g., underwear, swimwear, hair accessories, cosmetics, jewelry, etc.); products purchased during promotional programs or special discounts (final sale), unless there is a confirmed serious manufacturing defect; and products without a valid unboxing video or clear proof of the product's condition upon receipt.

To request an exchange, customers must send an email to support@namphuongy.com within 03 days from the date of product receipt. The email must include the order number, product name and code to be exchanged, the reason for exchange (specific and objective), the unboxing video and detailed photos of the product's current condition, along with complete contact information (name, address, phone number). We will review the request within 1-2 business days. If the request is approved, we will provide detailed instructions and the return address. Customers are responsible for returning the product within 07 days from the date of receiving our instructions, using a shipping service with a tracking number, and providing the tracking number to us within 24 hours after shipping. Customers are solely responsible for all return shipping costs and any customs duties or fees incurred. We are not responsible for lost packages during return shipping if there is no valid tracking proof.

Upon receiving the returned product, our quality control team will inspect it within 1-2 business days to ensure it meets the exchange conditions. If the product is approved, we will proceed with sending the replacement product. Customers can only exchange for a product of equal or higher value than the original product. In cases where the replacement product has a higher value, the customer will receive a payment link for the difference. If the customer chooses a product of lower value, the difference will NOT BE REFUNDED under any circumstances. We will confirm the customer's preferred shipping method before sending the replacement product, and the customer is responsible for all replacement product shipping costs and any customs duties or fees incurred. If the product does not meet the exchange conditions, we will notify the customer, who will have 03 days to request us to return the product (at the customer's expense). If no response is received within this period, the exchange request will be closed, and the product will be handled according to internal regulations.

Refunds are typically issued as store credit. Refunds to the original payment method are only applicable in the following exceptional cases:

This is only applicable when: The customer receives a completely wrong product compared to the order placed; or the product has a serious manufacturing defect or significant damage upon receipt, affecting its basic function or aesthetic (e.g., large fabric tear, broken zipper, missing critical detail). Minor flaws such as loose threads, small stains (under 0.5cm), slight color variations due to screen display, or other minor imperfections that do not affect the product's function, structure, and overall aesthetic will NOT be considered serious manufacturing defects for a full refund or exchange. Customers must understand that handmade or custom-made products may have slight variations from sample images or between similar products.

In these cases, customers must notify us within 03 days of receipt and provide: A clear, unedited unboxing video from when the package is still sealed until the product is inspected, focusing on the product defect; detailed photos of the product defect; and the order number. After our confirmation of the defect, customers may choose a full refund or product exchange. We will cover the return shipping costs and send a new product in this scenario.

For other refund cases (e.g., the product does not have a serious defect but the customer does not wish to exchange, or other approved cases), we will issue store credit after the product has been inspected and approved.

Conditions for store credit eligibility: The product must be returned within 14 days of receipt, unused, unwashed, and in its original condition. Original packaging and all accompanying accessories must be intact, and the product must not be damaged due to misuse or customer fault.

Cases not eligible for any refund (including store credit): Original shipping fees are non-refundable. Product categories non-refundable due to hygiene standards (e.g., underwear, swimwear, hair accessories, cosmetics, jewelry). Products purchased during promotional programs or special discounts (final sale), unless there is a confirmed serious manufacturing defect.

Refunds and store credit will be processed within 14 business days after we receive and inspect the returned product. Store credit will be activated immediately upon processing. Refunds to the original payment method may take 5-15 days depending on the customer's bank.

Orders will be processed and shipped from Monday to Friday during business hours. Estimated order processing time and delivery timeframe will be clearly displayed on the product page and at checkout. Customers are advised to carefully check this information. For international orders, delivery typically takes 3-10 business days, depending on the destination and customs clearance process. If there are any unexpected delays, we will proactively contact and inform the customer.

After the order is shipped, customers will receive a confirmation email with a tracking number. Please note that tracking status may take 3-7 business days to fully update on the shipping carrier's system. For some specific countries or regions, tracking services may not be available or may provide limited information. In such cases, we will provide proof of shipment (e.g., postal/shipping receipt), and customers accept the risk of limited detailed tracking information when ordering to these locations.

Customers may request to change the shipping address or cancel an order within 12 hours of placing the order. After this period, changes or cancellations are not possible. To avoid delays, please ensure the updated address is complete and accurate (house number, street name, postal code, etc.). If an incorrect or incomplete address leads to redelivery or loss, we will not be responsible for any additional costs incurred.

Depending on the country and region of receipt, customers may be subject to import duties, Value Added Tax (VAT), or other customs fees imposed by local customs authorities. Whether these duties and fees are incurred, and their specific amount, depends entirely on the customs regulations of each country and the shipping method applied at that time. These fees are NOT INCLUDED in our product price or shipping fees. Customers are solely responsible for paying these duties and fees. We have no control over or ability to predict these charges; customers should contact their local customs authority for detailed information before placing an order. If a customer refuses to accept delivery for any reason (including non-payment of customs duties and fees), the customer will be responsible for all incurred duties, fees, and the cost of returning the item to us. This amount will be deducted from any product refund (if applicable). Please ensure your contact information (email, phone number) is always accessible to avoid delays in customs clearance.

If the shipping carrier is unable to contact the customer or delivery is refused/unpaid, the package may be returned or canceled depending on local regulations. If the package is returned to us, we may reship it (customer bears additional shipping costs). No refunds will be issued in these cases. If an unsuccessful delivery notification is received, customers should immediately contact the shipping carrier using their tracking number.

Items purchased during promotional programs or special discounts (final sale) are final sale and not eligible for exchange or return, unless there is a confirmed serious manufacturing defect. Discounts apply only to the product price, excluding taxes and surcharges. We do not adjust prices for items that are later discounted. By purchasing discounted items, customers agree to this policy.

For any questions or support, please contact us via email support@namphuongy.com