Return policy
1. Conditions for return:
1.1 Refund immediately upon receipt: If you find that the package is dented, not intact or has incorrect recipient information, please refuse to receive the goods immediately upon receipt.
1.2 In the case that after receiving the goods and paying the shipping unit, you have the right to request a return when opening the package and discovering one of the following errors:
1.3 In cases where the product is defective from the manufacturing side, the return policy will be applied according to the brand. In the remaining cases, coccinella-ecofarm.com.vn regrets that it cannot support the return policy. The following cases of return:
The product is torn in packaging, broken during transportation.
The product is delivered incorrectly, missing accessories, missing accompanying gifts.
The product is delivered incorrectly, the wrong color compared to the order.
The package is NOT checked upon receipt.
2. Refund method:
For orders returned due to a total error, coccinella-ecofarm.com.vn supports a return policy and refunds via bank accounts.
For orders returned due to a partial error, coccinella-ecofarm.com.vn supports product exchange (if the product is in stock) or refunds via bank accounts.
3. Return method:
Please notify coccinella-ecofarm.com.vn immediately within 24 hours (excluding Saturdays, Sundays and holidays as prescribed) from the time of receipt of the goods. coccinella-ecofarm.com.vn has the right to refuse to support any product complaints in case you notify after this time.
Customers please follow the steps below to make the order return process valid.
3.1 Visit the website coccinella-ecofarm.com.vn or contact the hotline to get instructions from the customer service department to fill out the "Return Request" form. After filling in all the required information in the "Return Request" form, within 72 hours the customer service department will process and respond to whether the return request is valid or not.
3.2 If the return request is valid, within the next 48 hours, customers please choose the return method according to the instructions on the website coccinella-ecofarm.com.vn
3.3 Return content and shipping address:
Customer Service Center coccinella-ecofarm.com.vn:
Solar System Vietnam Co., Ltd.
Address: 81-83 Nguyen Huu Cau Street, Tan Dinh Ward, District 1, City. Ho Chi Minh
Hotline: +84 (0) 28 3535 5671
Content: Return order number xxxxxx
3.4 After 10 days from the date the order is confirmed for return and coccinella-ecofarm.com.vn has not received the returned goods, coccinella-ecofarm.com.vn will refuse to resolve any complaints and consider that the customer no longer needs a return for this order.
3.5 Upon receiving the return order, coccinella-ecofarm.com.vn will conduct an inspection to ensure that the returned order meets the conditions in section 4.1. The customer will receive a notification in the account where the order was placed within the next 7 days.
3.5.1 If the return order is valid, the customer will receive the refund in their bank account within 5-15 working days. In case you do not have a bank account, coccinella-ecofarm.com.vn will convert into membership points with the corresponding value of the returned order.
3.5.2 In case the order is NOT valid, coccinella-ecofarm.com.vn will contact you to propose the next solution.
4. Valid Return Orders:
The necessary exchange/refund arrangements will be determined on a case-by-case basis. Please ensure that all return information is complete and accurate so that coccinella-ecofarm.com.vn can assist in processing the return as quickly as possible.
4.1. Return Order Status:
- The product is as described in the “Return Request” form and is in the same condition as when received.
- The order must be returned with all items in the order, including purchases, accessories and gifts.
- Each order can only request a maximum of 1 return.
4.2. The return order is invalid if:
- Information has not been provided or is incomplete/inaccurate with the information provided in the "Return Request" on the website coccinella-ecofarm.com.vn
- More than 10 days have passed since coccinella-ecofarm.com.vn confirmed the "Return Request" but the return order has not been received.
- The returned product is incorrect/insufficient with the information provided in the "Return Request" form: missing products, missing gifts, ... of the order.
- The products do not meet the return standards in section 4.1, after the review step of coccinella-ecofarm.com.vn immediately upon receiving the return order.
5. Wait for refund:
If the returned product meets the conditions in section 4, within 5-15 days (except Saturday, Sunday and holidays), we will process the refund via bank account or in the form of membership points via the account you used to place the order, from the date the order is confirmed for refund.
If the product does not meet the conditions in section 4, coccinella-ecofarm.com.vn regrets that it cannot refund you. For any feedback on goods other than the above reasons, please contact the customer service department of coccinella-ecofarm.com.vn for further advice.
