Refund and Returns Policy: 7 Simple Steps for TongHuy Customers

Understanding Our Refund and Returns Policy

Welcome to TongHuy.com’s refund and returns policy page. We understand that sometimes products may not meet your expectations or may arrive damaged. Our refund and returns policy is designed to make your shopping experience worry-free. This comprehensive guide explains how our return process works and what you can expect when requesting a refund from us.

At TongHuy, customer satisfaction is our top priority. That’s why we’ve created a straightforward refund and returns policy that protects both our customers and our business. Whether you’re shopping for the first time or you’re a returning customer, understanding our refund terms will help ensure a smooth shopping experience.

Eligibility for Returns and Refunds

Not all products qualify for returns under our refund and returns policy. To be eligible for a return, your item must meet these criteria:

• The product must be unused and in the same condition that you received it
• The product must be in the original packaging
• The product must not be custom-made or personalized items
• The product must not be perishable goods (like food or flowers)
• The product must not be downloadable software products
• The product must not be intimate or sanitary goods

Check out our product catalog to see which items are eligible for returns according to our policy.

How to Initiate a Return

If you want to return a product under our refund and returns policy, here’s what you need to do:

1. Contact our customer service team: Email us at [email protected] or call us at 093.6959.503 within 14 days of receiving your product
2. Fill out the return form: Include your order number, the product you wish to return, and the reason for your return
3. Receive a Return Authorization Number (RAN): This confirms we’ve approved your return request
4. Package your return: Include the RAN and the original receipt
5. Ship your return: Send it to our address at 280 Thành Công, Tân Sơn Nhì, Tân Phú, HCM

Learn more about how to properly package your returns to ensure they arrive safely.

Refund Timeline and Process

Once we receive your return, our team will inspect it to ensure it meets our refund and returns policy guidelines. Here’s what happens next:

Inspection Process

Our quality control team will:

• Verify the product is unused and undamaged
• Check that all components and accessories are included
• Confirm the product matches your order details

Refund Processing

After approving your return:

• Credit/Debit Card Payments: Refunds typically process within 5-7 business days
• Digital Wallet Payments: Refunds typically process within 3-5 business days
• Bank Transfer Payments: Refunds typically process within 7-10 business days

You’ll receive an email confirmation when your refund has been processed according to our refund and returns policy.

Visit our payment methods page to learn more about our secure payment options.

Special Circumstances in Our Returns Policy

Damaged or Defective Items

If you receive a damaged or defective product:

• Take clear photos of the damage
• Contact us within 48 hours of receiving the product
• You may be eligible for an immediate replacement or refund under our refund and returns policy

Sale Items

Items purchased during sales or promotions:

• May have modified return policies
• Are typically eligible for store credit rather than full refunds
• Must still meet all other return criteria

Our sales and promotions page provides more details about special offers.

Shipping Costs for Returns

Our refund and returns policy regarding shipping costs is as follows:

• If the return is due to our error (wrong item shipped, defective product, etc.): We’ll cover the return shipping costs and issue a full refund
• If the return is due to customer preference: The customer is responsible for return shipping costs

For international orders, additional customs fees may apply and are not refundable under our policy.

Exchange Options

Sometimes you may prefer an exchange rather than a refund. Under our refund and returns policy, you can:

1. Request an exchange for the same product (different size/color)
2. Request an exchange for a different product of equal value
3. Request an exchange for a different product and pay the difference (if more expensive)

Check out our full product catalog to explore exchange options.

Contact Our Customer Service Team

If you have any questions about our refund and returns policy, our dedicated customer service team is here to help:

• Email: [email protected]
• Phone: 093.6959.503
• Address: 280 Thành Công, Tân Sơn Nhì, Tân Phú, HCM
• Business Hours: Monday-Friday, 8:30 AM – 5:30 PM (Vietnam time)

You can also learn more about our company through our comprehensive FAQ section or read about customer experiences with our return process.

Legal Compliance and Consumer Rights

Our refund and returns policy complies with Vietnamese consumer protection laws. In addition to our policy, you may have other rights depending on your location. For information about consumer protection in Vietnam, visit the Vietnam Competition and Consumer Authority.

Updates to Our Policy

We may occasionally update our refund and returns policy. Any changes will be posted on this page with a new “Last Updated” date. Check back periodically to stay informed about our latest policies.

Last Updated: April 23, 2025