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Return and Refund Policy
Learn in detail about the return and refund policy at Saigon One Textile. We are committed to protecting customer rights with a transparent and fast process.
In this article
Learn in detail about the return policy and refunds at Saigon One Textile. We are committed to protecting customer rights with a transparent and fast process, giving you absolute peace of mind when shopping for textile products.
Conditions for Product Returns and Exchanges
The return and exchange policy at Saigon One Textile is only effective when the product fully meets the criteria regarding time and actual condition, and is not listed in the restricted categories. Compliance with these regulations helps us process your request accurately.
Allowed Return and Exchange Timeframe
Customers have the right to request a product exchange or return within 7 days from the successful delivery time according to the shipping provider's system. After this deadline, the system will automatically reject all complaints related to returns and exchanges.
Product Condition Meeting Requirements
Products sent back to the warehouse must retain 100% of their original state, unused, unwashed, and unaltered. The purchase invoice, tags, price labels, and original packaging must be intact, without being torn or having blurred information.
Products Excluded from Free Returns
Items purchased during deep discount programs, clearance items, or products custom-woven upon request will not be eligible for the standard return policy, unless there is a prior written agreement between both parties.
Cases Eligible for Return Support
We take full responsibility and support free returns and exchanges for incidents arising from the manufacturer or the shipping service delivery process. Below are the specific approved situations:
Manufacturer Technical Defects
Defects include severe thread breakage, fabric tearing due to weaving techniques, structural design deviations, or printing errors on the fabric surface that do not match the initial description.
Incorrect Model, Size, or Quantity Delivered
If the actual order does not match the order information regarding color, size specifications, or product quantity, we will proceed with supplementing or replacing the correct product.
Products Damaged During Transit
In cases where the outer box is heavily dented, leading to torn or soiled products inside caused by the shipping unit, customers need to make a record upon receipt as a basis for replacement.
Refund Process and Methods
Refunds will be transferred to an account or sent directly to the customer after the warehouse inspects and confirms the valid product condition. The timeframe and payment method comply with current financial regulations.
Refund Methods via Bank Transfer or Cash
Customers can receive refunds via bank transfer provided by the buyer or receive cash directly at the company office. Bank transfer fees (if any) will be covered by the accounting department.
Refund Transaction Processing Time
The time to complete the transaction ranges from 3 to 5 working days (excluding Saturdays, Sundays, and holidays) from when the product is received by the warehouse and passes the quality inspection step.
Step-by-Step Guide for Returns and Exchanges
The return and exchange process is simplified with clear steps to save time for customers. Please follow the correct sequence below:
Contact Customer Service
Call directly to phone number 0949 999 796 or send an email to kinhdoanh.saigon1@gmail.com to notify the order status and receive a return confirmation code from the staff in charge.
Package and Send the Product Back to the Warehouse
Wrap the product securely with the purchase invoice and included accessories in a sturdy carton box. Send the parcel to the company warehouse address at 206A Le Sat, Phu Tho Hoa Ward, Ho Chi Minh City, Vietnam.
Shipping Costs for Returns and Exchanges
Shipping freight during returns and exchanges will be clearly defined based on the cause of the defect to ensure fairness for both parties.
Cases Due to Company Fault
If the product has technical defects, wrong models delivered, or damage during transit, SAIGON ONE TEXTILE CO., LTD. will cover 100% of the two-way shipping costs for sending and returning.
Cases of Returns Based on Personal Needs
If customers want to change the size, color, or model due to personal preference changes (not product defects), all shipping costs arising during the return and exchange process will be paid by the customer.
For any detailed questions regarding the policy, please contact SAIGON ONE TEXTILE CO., LTD. via phone number 0949 999 796 or email kinhdoanh.saigon1@gmail.com for prompt assistance.
