1. Refund & Exchange policy
With the mission to serve customers with the best hair extension items, K-Hair Factory welcomes your refund & exchange offers when the problem arises. And to make sure we all follow a professional manner, below are some notes for you to get before making any offers of refund and exchange:
- Applicable products: Includes ALL products provided by K-Embroidery
- Within 7 days of receiving the packet.
- Garment MUST be unused, unwashed.
- The product MUST still has the tags intact and is in its original state.
- Returned packages MUST include a copy of the original invoice.
- Garment MUST be confirmed defected by the company.
- The packets MUST be returned exactly with information that was provided by the K-Embroidery Company within the allotted time (we do not take credits or refunds if you make any mistake).
- The product MUST be listed as non-customized products (that were not included in our catalogs).
Notification: We will not accept refunds or exchanges for buyer remorse or expired deposit and will not accept your refunds or exchanges which do not follow the requirements. We only issue refunds or exchanges for wrong sent or manufacturing errors only.
2. Return & Exchange Process
Once you matter the notes above and make sure that your case is suitable for offering refund and exchange, here are the 5 simple steps for you to contact us and have the issue solved:
- Contact our Customer Service department to issue a refund or exchange.
- Send pictures or videos of the products, invoice date to prove that it is refundable (exchangeable) according to the company refund requirements.
- When the packet was confirmed refundable, customers can start sending the packet back to the information provided by K-Embroidery company for direct check. Customers will need to pay all the fees, including shipping and customs fee in Vietnam.
- After the packet was received by us, we’ll check for defects and termine who is responsible for the faults. (We’ll stop processing the refund if the packet was not the same as in the pictures or videos that we received earlier)
- After the items match the conditions and requirements for return and exchange, the company will issue an exchange or refund by Vietnamese Bank account.
3. Shipping and Customs Fees for Refund & Exchange
Another important thing to notice when there is a refund & exchange issue is about the fee. The only fees arising here are the customs and the shipping fee:
- K-Embroidery will pay the shipping fees for wrong sent or manufacturing errors only.
- The customers will pay the shipping fees and customs fees, so that K-Embroidery can receive the garment and check if there is any error.
K-Embroidery Factory is open to your opinion about our policy. Please let us know if you have any recommendations for us to improve our work. We appreciate every one of your contributions.