Returns and Refunds policy

RETURN POLICY

We appreciate the trust, love, and support of our valued customers who have chosen to purchase KOCHI VIỆT NAM products. In order to reciprocate our customers’ trust and provide them with peace of mind when buying KOCHI VIỆT NAM products, we are committed to product quality and protecting consumer rights. Customers have the option to exchange or return items. Below are some regulations related to the exchange and return of products:

1. Conditions for exchanging or returning items:

• The item must be unused.
• The new product must have a value equal to or higher than the value of the item being exchanged.
• The goods must be verified to have been purchased from the kochi.vn website (based on the purchase invoice).
• The goods must still be in their original packaging from the manufacturer.
• The returned goods must not have any physical damage (scratches, dents, bends, fractures, breakages).
• The returned goods must include all accompanying gifts.
• The returned goods must have all the original packaging, paper boxes, and cartons (if applicable).
• The returned goods must come with all the accompanying documents (VAT invoice, brochure/catalogue, etc.).
• The return must be initiated within 7 days from the date of receipt (excluding Saturdays, Sundays, and public holidays).

2. Applicable cases:

2.1. Cases eligible for exchange or return:

• Category 1: Customers who wish to change the type or specifications of the product.
• Category 2: Products with defects arising from the manufacturer, distributor, or transportation, such as:
  • Not the same type or model as ordered.
  • Insufficient quantity as ordered.
  • Quality issues, such as expired, out of warranty, malfunctioning, objectively damaged, technical faults…

2.2. Cases not eligible for exchange or return:

• The customer has used the product, and the product packaging is no longer intact.
• The customer wishes to change the type or model without prior notification.
• The customer improperly transports the goods, causing damage to the product.
• The customer causes external damage such as torn packaging, peeling, breakage, scratches, dents, bends, fractures, or breakages.
• The customer fails to comply with the required regulations to be eligible for exchange or return.

3. Procedures for handling the product exchange or return process:

Step 1: The customer contacts the kochi.vn website (0246 291 8086 – 097.446.9072) by phone to receive guidance on eligible cases for exchange or return and other relevant information.

Step 2: The customer sends the goods to the headquarters of kochi.vn (No. 102, Nguyen Van Troi Street, Mo Lao Ward, Ha Dong District, Hanoi) or follows other instructions provided by KOCHI VIỆT NAM.

Step 3: The customer service center of kochi.vn will inspect the goods, assess the conditions for exchange or return, and inform the customer of the inspection results and any associated costs (if applicable) within 7 business days from receiving the goods from the customer.

Step 4: The customer pays any additional costs (if applicable) and provides the information to kochi.vn via email, phone, etc., within 7 days.

Step 5: Kochi.vn will arrange for the delivery of the exchanged goods or provide a refund to the customer within 15 days from the date of receiving the payment for any additional costs (if applicable) from the customer or from the date of receiving the customer’s return request, which is accepted by Kochi.vn.