I. Eligibility Period

Customers are entitled to request a return or exchange within 07 days of successful delivery (based on J&T Express delivery records).

II. Return Conditions

Returns or exchanges are accepted under the following circumstances:

• Provider Errors: Expired products, damaged inner packaging, illegible/incorrect labels, or incorrect models/quantities delivered.
• Shipping Damages: Broken, leaked, or severely dented products caused during transit.
• Product Condition: The product must be unopened (original seal intact), unused, with all original packaging, included gifts, and purchase invoices (if applicable).

III. Non-Returnable Cases

• Products with broken seals, used products, or items damaged due to improper customer storage.
• Change of mind after the product has been inspected and signed for with the courier.

IV. Return Process

Refund/Exchange: Upon receiving the returned item, Kolmar will send a replacement or issue a refund (via VNPAY or bank transfer) within 3-5 business days.

Notification: Contact our hotline or email us with photos/videos of the defective product.

Verification: Kolmar will verify and respond with a solution within 24 business hours.

Product Return: Pack and send the item back to us. Shipping fees will be waived if the error lies with Kolmar or our logistics partner.