Refund and Returns Policy

At Nguyen Thi Thuy Anh, each item is made specifically for you. We are committed to quality, transparency, and a smooth customer experience. This policy outlines the conditions under which returns, exchanges, and refunds may be accepted.

1. RETURN ELIGIBILITY WINDOW

Orders may be returned within 14 days from the date the package is delivered.

• Return tracking must be emailed to us within this 14-day period.
• Returns requested or submitted after 14 days are not eligible for refund or exchange.

2. CONDITIONS FOR AN ACCEPTED RETURN

To qualify for a return, the following conditions must be met:

✔ The product meets one of the following criteria:

• The product received is incorrect (wrong type, wrong variant, or incorrect quantity).
• The product contains a manufacturer defect.
• The product was damaged in transit prior to arriving at your address.
• Nguyen Thi Thuy Anh has explicitly agreed to accept the return.

✔ The item must also meet these physical conditions:

• The product must be unused, unworn, unwashed, and undamaged.
• The product must include all original packaging.
• Any missing or damaged packaging may result in denied refund.

✔ Required Proof

All claims must include clear photos or videos showing the issue (defect, wrong item, damage in transit).

Claims without proof cannot be processed.

3. NON-RETURNABLE & NON-REFUNDABLE ITEMS

The following items cannot be returned, exchanged, or refunded:

• Sale items / discounted items
• Customized or personalized products
• Items returned without authorization
• Items returned after 14 days
• Items not in their original condition (worn, washed, damaged, stained, or altered)

These conditions are mandatory to protect the integrity of our made to order production process.

4. HOW TO START A RETURN

To initiate a return:

1. Email us at [email protected] within the 14 day return window.
2. Provide your order number and the reason for the return.
3. If applicable, attach photos or video evidence showing the issue.
4. Once approved, we will provide the correct return address.

Important: Returns sent without approval will not be accepted, and no refund will be issued.

5. RETURN SHIPPING COSTS

Nguyen Thi Thuy Anh covers return shipping only if the return is due to:

• Manufacturing defects
• Wrong item shipped
• Damage during transit

For all other reasons, including (but not limited to):

• Wrong size chosen by customer
• Wrong color chosen by customer
• Change of mind
• Non quality related concerns

The customer is responsible for all return shipping costs.

Shipping fees are non refundable under all circumstances.

Return shipping for international packages can be expensive. Please select your size, color, and product options carefully before placing an order.

6. REFUND POLICY

Refunds will be processed only after:

• The returned product arrives at our facility,
• Our team inspects the item, and
• The item fully meets return conditions.

If approved, the refund will be issued to your original payment method within 5–10 business days.

If the item does not meet return requirements, it will not qualify for a refund, and the product will not be shipped back unless the customer pays for reshipment.

7. EXCHANGE POLICY

Exchanges are allowed only for size or color changes.

To exchange an item:

1. You must first return the original item (customer pays return shipping unless it is our error).
2. Once the return is received and approved, you may place a new order for the desired item.

Nguyen Thi Thuy Anh does not cover the cost of shipping for exchange orders.

8. PROCESSING TIME FOR RETURNS & EXCHANGES

Please allow 15–30 days for the full return or exchange process:

• Time for the package to arrive at our facility
• Time for inspection
• Time for refund processing or sending the replacement

We will notify you by email once your return or exchange has been completed.

9. OUR QUALITY GUARANTEE

We stand behind the quality of our products.
If your item is damaged due to a material or manufacturing error, we will:

• Replace the item free of charge, or
• Offer an alternative solution if a replacement is not available.

All replacements are at the discretion of our quality support team and require valid photo or video proof.

10. CONTACT US

If you have questions or need help with your return:

📩 [email protected]

We are here to assist you and ensure your experience with Nguyen Thi Thuy Anh is positive, transparent, and secure.