Return & Exchange Policy

1. CONDITIONS FOR RETURN & EXCHANGE

We are committed to providing the best shopping experience for our customers. If you are not satisfied with your purchase, you may request a return or exchange under the following conditions:

• The product must remain in its original condition, with tags and labels intact, and must not have been used or washed.

• The return/exchange request must be made within 7-14 days from the date of receipt (depending on the specific case).

• The product must be accompanied by a valid purchase invoice or proof of purchase.

Note:

• Items in the non-returnable/non-exchangeable category (such as accessories) are not eligible for return/exchange.

• Discounted items or those purchased during promotional campaigns are not eligible for return/exchange.

2. ELIGIBLE RETURN & EXCHANGE CASES

2.1. Return/Exchange Due to Manufacturing Defects

If the product has a defect from the manufacturer, such as:

• Damage, tears, or stitching defects.

• Incorrect size or model compared to the order.

• Material defects or design flaws.

We will provide a 100% free return/exchange service and cover the shipping costs.

2.2. Return/Exchange Due to Shipping Damage

If the product is damaged during shipping, the customer can request a return/exchange by:

• Checking the product immediately upon receipt.

• Taking photos of the product’s condition and sending them to our customer support team within 48 hours of receipt.

We will either send a replacement product or issue a refund depending on the item’s condition.

2.3. Return/Exchange Due to Customer’s Order Mistake

If the customer orders the wrong size, color, or wishes to exchange for a different product:

• The customer must cover both-way shipping costs.

• The product must meet the return/exchange conditions (unused, with tags and labels intact, etc.).

• The exchange is subject to product availability in stock.

3. RETURN & EXCHANGE PROCESS

Step 1: Contact Customer Support

Customers should contact us via:

• Hotline: +84 96 640 13 86

• Email: anaisanoffice@gmail.com

• Fanpage: https://www.facebook.com/AnaisAn.Official

Provide order details and product images for verification.

Step 2: Confirmation & Return Instructions

Once the request is verified, we will guide the customer on how to return the product to our warehouse.

Step 3: Product Inspection

Upon receiving the returned product, our quality control team will assess its condition:

• If the product meets the return/exchange criteria, we will send a replacement product of equal value or process a refund.

• If the product does not meet the conditions, we will inform the customer of the rejection reason.

Step 4: Sending the New Product or Processing the Refund

• For exchanges: The new product will be shipped within 3-7 business days.

• For refunds: The refund will be processed within 7-14 business days via the selected payment method.

4. REFUND METHODS

If customers do not wish to exchange, we offer the following refund options:

• Bank transfer.

• Refund via e-wallet (if applicable).

5. CASES NOT ELIGIBLE FOR RETURN/EXCHANGE

We reserve the right to decline a return/exchange in the following cases:

• The product has been used, washed, or is not in its original condition.

• No purchase invoice or the order information does not match our records.

• The product belongs to the non-returnable/non-exchangeable category, such as accessories or special promotional items.

• The customer sends the product back without prior notification.

6. CUSTOMER SUPPORT CONTACT

If you have any questions regarding our return & exchange policy, please contact us via:

• Hotline: +84 96 640 13 86

• Email: anaisanoffice@gmail.com

• Fanpage: facebook.com/fashionstore

We are committed to providing prompt support and ensuring the best shopping experience for our customers.