Customers are allowed to inspect goods before accepting delivery. Ecocare will support returns or exchanges in accordance with the “Return Policy” if the product does not meet requirements.

Return/Exchange Conditions Overview

1. For In-Stock Products

We commit to accepting returns or exchanges within 7 working days from the date of receipt if the product is incorrect or does not meet quality standards.

For printed and designed products, we only produce based on customer-approved designs. If the actual color differs slightly (within the agreed tolerance) from the digital design, we will support partial refunds for printing upon request.

We will respond to all feedback or complaints within 24 hours and provide a resolution within 3 working days from the time of receiving the complaint.

2. For Non-Stock Products

For made-to-order or imported items, return/exchange conditions will follow the specific agreement or contract between the customer and supplier.

3. Eligibility for Returns/Exchanges

– Manufacturing defects (damage, breakage, technical faults).

– Damage or scratches caused during shipping.

– Products that are expired or near expiry.

– Incorrect items delivered (wrong product, color, or type).

– Products must be unused, with original packaging and intact labels.

4. Cases Not Eligible for Returns/Exchanges

– Promotional or gifted products.

– Products beyond the 7-day return period.

– Products with broken seals or removed labels.

– Products that have been used (even once).

– Damaged packaging due to customer handling.

– Products not purchased from Ecocare.

5. Return Process

– Returns are accepted within 7 working days from the purchase or delivery date.

– Ecocare will proactively contact customers to arrange exchange or return options.

Note:

For customers/partners outside Ho Chi Minh City, please ensure careful transportation (avoid placing goods near heat sources like vehicle roofs to prevent deformation). Such cases are considered external factors and not the manufacturer’s responsibility. If damage is caused by customer usage, we will still provide support where possible.

6. Refund Methods & Processing Fees

Return at Ecocare Warehouse

– Address: Hamlet 1B, Ben Luc Commune, Tay Ninh Province, Vietnam

– Cash payments: refunded in cash

– Bank card payments: refunded via bank transfer within 3–5 working days after return

Home Pickup Returns

– For delivered and paid orders: refund via bank transfer after receiving returned goods.

– For online payments: refund to the original payment account.

Before accessing and using this website, please carefully read the terms and policies. By accessing and using the website, you agree to all terms without exception. If you do not agree with any terms, please stop using the website. Ecocare Vietnam Co., Ltd. (“Ecocare”) reserves the right to update, modify, or remove any part of these Terms and Conditions at any time without prior notice. Continued use of the website means you accept those changes. This website may link to other Ecocare-managed or affiliated sites (“Ecocare Net”). When accessing those sites, you must comply with their respective terms. In case of conflict, the terms of the respective Ecocare Net site will prevail.