GENERAL POLICY

  • Each product can only be exchanged or returned once.
  • Applies only to orders made on the website: aquashopvn.com – aquashopvietnam.com.
  • The return and exchange of goods will depend on the final decision of AQUASHOPVN and will be based on the price at the time of purchase or an equivalent value product.
  • AQUASHOPVN has the right to assess the condition of exchanged/returned/defective products before carrying out any repairs or exchanges.
  • AQUASHOPVN has the right to adjust the policies and terms of the website for promotional items and special programs at any time.

 

PRODUCT EXCHANGE AND RETURN POLICY

1 Exchange and Return Period

  • Full-priced products: Exchange or return is not allowed after 3 days from the date the customer receives the product, based on the postal mark.
  • Promotional products: No return or refund.

2 Conditions for Product Exchange/Return

  • The returned product will not be accepted by AQUASHOPVN unless it meets one of the following conditions:
  • The product has not been used, has not been submerged in water, has not been washed, and does not have any unusual odor.
  • The product retains its original tags, packaging, and any included accessories.
  • The customer has the full purchase receipt or proof of purchase.
  • The product is not damaged due to storage or handling by the customer.

3 Refund Method and Time

Refund via personal bank account: If the customer paid by cash, AQUASHOPVN will refund the customer via the bank account provided. The refund will take 3-5 business days.

4 Exchange/Return Process

     Note: Promotional products are not eligible for return or refund.

  • Customers must contact the customer service department or submit an online request through the purchase history in their customer account to get an appropriate response for the exchange/return request.
  • Customers must return the exchanged product, or AQUASHOPVN will collect the product from the customer before sending the new product.
  • Returns are free if the product is faulty due to the manufacturer’s error.
  • In other cases, the customer must pay the return shipping costs. The customer service department will send an email with the estimated return shipping cost (based on the shipping fee system). The exchange/return process will only be carried out once the customer confirms agreement to this fee. The actual shipping fee may differ slightly from the estimated fee.
  • All product return requests must be authorized by AQUASHOPVN to ensure proper processing. For online orders, exchanges and returns can only be processed via the website aquashopvn.com – aquashopvietnam.com, and in-store exchanges or returns are not accepted.

In case the size of the exchanged product is no longer available, AQUASHOPVN will assist the customer in exchanging it for another product of equal or higher value. (AQUASHOPVN will NOT refund the price difference if the customer chooses a lower-priced product).

If the exchanged product is out of stock and the customer cannot find another suitable product, AQUASHOPVN will issue a coupon of equivalent value to the product price. (The coupon is valid only on the website aquashopvietnam.com and not in-store).

Customers are required to use the shipping company designated by AQUASHOPVN for all exchanges/returns. Using another shipping service without approval may result in mistakes affecting the order process.

For more information about exchanges, returns, and refunds, please contact:

  • (+84) 989 250 406 – Ms. Quynh Anh
  • (+84) 909 235 682 – Mr. Tuan
  • Email: monicadanh@live.com
  • Address: 411/81 Lê Duc Tho Street, Ward Go Vap, HCM City, Viet Nam