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Return policy
Dear Valued Customers,
At Yến Sào Hoàng Kim, we are committed to providing the best benefits and shopping experience for our customers.
In case the product you receive is not as expected or is damaged during shipping, we sincerely apologize for the inconvenience. To request a return or exchange, please record an unboxing video as proof and contact our hotline at +84 914 005 335 for assistance, or fill in the form below.
Once we receive your request, our team will contact you to verify the information and provide instructions on packaging and returning the item via post. If the product is defective or damaged due to manufacturing or shipping, Yến Sào Hoàng Kim will cover all return shipping costs.
We accept returns and exchanges within 14 days from the date of receipt, provided that the product remains unused, with intact labels and packaging.
Eligible cases for returns and warranty include:
1. For natural bird’s nest and cleaned dried bird’s nest:
- Products broken or damaged during shipping.
- Products not matching the specifications, color, or type as per the order.
- Delivery time exceeded our commitment, affecting product quality.
- Actual weight is less than the declared weight.
- Customers may exchange for another product (of the same or different type) upon approval from our sales department. The returned product must remain sealed with warranty labels.
2. For ready-to-drink bird’s nest jars:
- Products still within expiry date but damaged during shipping.
- Products not matching the specifications or type as per the order.
- Customers may exchange for another product upon approval from our sales department. The returned product must include full packaging and labels.
3. Returns due to change of mind:
- Customers may return products within 14 days of receipt even if the item is not defective.
- Conditions: products must be unused, with intact labels and full packaging.
- In this case, customers will bear the return shipping costs.
Note: Refunds will be processed within a maximum of 7 business days after confirmation of valid return information.