Return and Refund Policy (Chính sách đổi trả, hoàn tiền)

We strive to ensure your satisfaction. However, due to the specific nature of Agarwood products, please review our policy below carefully.
 

1. Mandatory Unboxing Video

To protect your rights in case of missing items or shipping damage, you must record an unboxing video when opening the package.

• - The video must clearly show the unopened package and the entire unpacking process.
• - We reserve the right to refuse support if you cannot provide this video or clear images of the issue.
   

2. Return Window & Reporting

• - You must contact us within 15 days of receiving your order.
• - Please reach out via our Hotline, Email, Facebook Messenger, WhatsApp, WeChat, or Zalo with your order number, photos, and the unboxing video. 
• Contact Ms.Thao: (+84)908668001 - tramhuongtinhlong@gmail.com
   

3. Eligible Returns (Seller's Fault)

We accept returns and offer refunds (or replacements) if:

• - The product is defective, damaged during transit, or missing parts.
• - We sent the wrong item.
• - Cost: We will cover shipping costs for these errors.
   

4. Non-Returnable Items

For health, hygiene, and quality reasons, we cannot accept returns for:

• - Essential Oils: For essential oils, which are products related to health and hygiene, we cannot accept returns. If returned, these products must be destroyed to ensure the safety and hygiene of other customers.
• - Used Jewelry: Agarwood is porous and absorbs scents (sweat, perfume, smoke, etc…). Once worn or used, we cannot accept returns.

- Change of Mind (Scent Preference): Scent is subjective. We highly recommend purchasing our Sample/Combo Packs first to personally experience the fragrance before placing a larger order. We do not offer warranties or returns based on personal scent preference.

5. Voluntary Returns (Customer's Choice)

If you wish to return an item that is not defective (subject to approval):

• - The item must be unused and in its original packaging (including the box or container).
• - You are responsible for all shipping costs, customs duties, and related fees.
• - Refunds will be processed only after we receive and inspect the item.
   

6. Refund Process

• - Refunds are issued for valid claims within the 15-day window.
• - The refund method will be mutually agreed upon to ensure the best convenience for both parties.