To bring the best product and service experience to customers, KVK Group has a return policy when customers have problems with products when making transactions and purchases at KVK Group and want to return the product. To be able to return the product, customers need to comply with the following conditions:
1. Return conditions
Products can only be returned or exchanged when they are in one of the following cases:
- The product received does not match/is not correct with the product the customer ordered.
- The product the customer received is defective due to the manufacturer: there are any problems with the shape, taste or color change; Love Leaf Cosmetic products have changes in color, scent, product structure, etc.
- The returned product must be new, unused, with intact stamps, labels, and tags, and must have all accompanying gifts (if any) when returned.
- The returned product must be within the allowed return period and must present evidence and purchase invoices from KVK Group upon request.
2. Return period
The maximum product exchange period is 7 days for customers who buy online and 3 days for customers who buy directly at the store from the date the customer receives the product. KVK Group only begins to process and resolve complaints, returns, etc. within the time frame from 12:00 to 17:30 every day.
Note: If the above time limit is exceeded, KVK Group will not accept product exchanges/returns for any reason.
3. Return Policy
When you have problems with our ordered products, please follow these steps:
– Step 1: Check the integrity of the product, take a photo of the product with the error.
– Step 2: Please contact the hotline 083.888.2020 for advice and support from our customer service department.
– Step 3: The customer service department receives information, verifies and processes the order
* For customers shopping online
After receiving the information and verifying the order, KVK Group will contact the customer to proceed with the exchange/return and send the product back to the customer within the next 3 to 5 working days (excluding holidays, Tet and Saturdays and Sundays).
* For customers buying directly at the store
Customers please bring the product directly to the store between 12:00 and 17:30 to resolve complaints and returns. After receiving the information and product, the staff will check the product status and provide a solution right at the store. The staff at the store will provide specific advice so that customers can choose the best option, ensuring their rights and satisfaction.
– Step 4: Refund
Depending on the reason for returning the product and the results of the quality assessment at the warehouse, we will collect the old product and have the following refund methods:
– Refund by voucher code used to buy a new product
– Exchange for a new product of the same type
– Bank transfer according to the information provided by the customer
– For orders paid by international credit card, we will apply the refund to the cardholder’s payment account.
– Refund in cash directly at the showroom
Return Policy – KVK Group
* Note:
Each product can only be returned once.
The return conditions apply to products purchased online (website, facebook) and directly at KVK Group’s showroom.
For customers who purchase online and have their orders confirmed for exchange/return or refund, we will support 100% of the shipping costs incurred during the product recall and replacement process (if any).
As soon as you receive the new product, please record a video when opening the package to ensure your rights and have objective evidence if a problem with the defective product occurs again.
To be able to resolve and complain about any problems when making transactions, buying or using services at KVK Group, please contact the customer care support department according to the information below. Thank you!