Return and Refund Policy
Scope of Application
This policy applies to all orders purchased at K GOLD stores and on the K GOLD website. It sets out the conditions, timeframes, and procedures for returns, exchanges, and refunds.
Conditions for Returns and Exchanges
K GOLD accepts returns, exchanges, or refunds in the following cases after inspection and verification:
- Manufacturing defects or technical faults: Items with confirmed production or technical defects.
- Wrong item delivered, incorrect size, or missing accessories: Items that differ from the order received.
- Customer order errors: Exchanges may be supported depending on the item’s condition and the store’s discretion.
Items not eligible for return or exchange include products that have been used, damaged by the customer, or are missing warranty seals/labels or are no longer in their original condition.
Return Timeframe
- Defective or wrong items: Customers must report the issue within 7 days from the delivery date to be eligible for return, exchange, or refund.
- Special-category products (e.g., incense, food, consumables): Return windows may be shorter; specific terms will be listed on the product page.
Return and Refund Procedure
- Contact: Customer contacts the sales staff or customer service to report the request and provide order information.
- Provide documentation: Customer submits the invoice or proof of purchase along with a description of the issue and photos if available.
- Inspection: K GOLD inspects the product to verify eligibility for return or exchange.
- Confirmation: If eligible, K GOLD notifies the customer of the resolution (exchange, repair, or refund).
- Execution: The agreed action (exchange, repair, or refund) is carried out according to the agreed method.
Refund Method and Related Costs
- Refund method: Refunds are issued via the original payment method or by bank transfer to the account details provided by the customer.
- Processing time: Refund processing typically takes 3–14 business days, depending on the payment method and banking partners.
- Shipping costs:
- If the return is due to K GOLD’s or the supplier’s fault, K GOLD will cover return shipping costs.
- If the return is for personal reasons (e.g., customer changed mind or ordered incorrectly), the customer is responsible for return shipping, unless otherwise agreed.
Non‑returnable Cases
- Products that have been used, damaged through misuse, or altered after delivery.
- Products missing original seals, labels, or not in their original condition.
- Products explicitly marked as non‑returnable on the product page.
Right to Refuse and Complaints
- K GOLD reserves the right to refuse return requests if the product does not meet the stated conditions.
- All complaints related to returns and refunds will be handled according to K GOLD’s internal procedures; if necessary, both parties may negotiate or pursue an appropriate dispute resolution mechanism.
Contact
For return or refund requests and inquiries, please contact:
- Email: hotro@tramhuongthienthanh.com
- Phone: 096.7749.781
- Address: No.61, street no.45, Khanh Hoi ward, Ho Chi Minh City, Vietnam
Effective date: This policy is effective from the date it is posted on the website. K GOLD may update this policy as needed and will publish any changes on the website.
