Return policy TOT ASIA’s Product Return Policy stipulates the reasons for acceptance, requirements for returned products and return processing time for customers.
I. Reasons for accepting returns
The product lost its seal, was delivered in wrong quantity, information and design compared to the order. The product is damaged due to manufacturer errors (errors in design, content, hidden/internal defects, differences compared to the manufacturer’s announced quality standards) or errors during transportation. (deformed, scratched, dirty, cracked, etc.). Customers change their needs.
II. Return conditions
1. Request for product return
The product is intact, fully labeled, in original packaging, and sealed according to original specifications (except in cases where the product is defective or damaged during transportation).
The product is not dirty, has no strange smell, and shows no signs of use. Customers must send TOT ASIA a return request (“Return Request”) including: (i) A return request form according to TOT ASIA’s return request form; (ii) Documents proving that the customer has purchased products/services from TOT ASIA (order number, purchase invoice, delivery receipt, bank statement…); and (iii) Products/services that need to be returned and accompanying gifts, if any.
2. Return time
- Return the goods immediately at the time of delivery/receipt
- Customers bring their own Return Request to TOT ASIA Headquarters or TOT ASIA’s distribution store system, TOT ASIA staff will receive the Return Request from the customer.
3. Return costs
- For products due to errors of TOT ASIA or distribution stores, customers will receive free returns and free delivery to the location indicated on the return request form.
- For products returned due to customer changes in usage, unless the product introduction stipulates a return fee, the customer will be free to return and will have to pay the shipping fee according to TOT ASIA’s shipping policy if you want to have new products sent to the requested address.
III. Refund regulations
1. Refund principles
Refund method is based on the actual value of the product and the Customer’s payment method when purchasing.
2. Refund method
Refund via bank transfer or cash.
3. Processing time
- TOT ASIA will send the Return Request response results to the Customer via email or/and SMS within a maximum of 05 working days from the date TOT ASIA receives the Return Request.
If the customer’s refund request meets the conditions specified in Clause 1, Section II of this Policy, TOT ASIA will carry out refund procedures for the customer since the return request is made within the time limit as follows:
- With non-bank payment methods: customers will receive a refund within 5-7 working days.
- With payment method via bank: TOT ASIA will complete the refund procedure to transfer the request to the bank within 7-10 working days.
IV. Return method
1. Bring the goods that need to be returned directly to the TOT ASIA Customer Service Center
2. Bring the goods that need to be returned to the nearest TOT ASIA store or the store where the customer purchased.
3. Customer Service Center contact information Customer Service Center – 59/12 Nguyen Van Lung, KP. Cau Hang, Hoa An Ward, City. Bien Hoa, Dong Nai province. Phone: 02513686064 tvkh@totachau.com