CHÍNH SÁCH ĐỔI TRẢ VÀ HOÀN TIỀN

1. Return and exchange conditions

Terms and conditions apply:

• Returns accepted within 7 days, provided the product is in its original packaging with tags intact and has not been used.
• The goods are not of the correct type or model as ordered or as shown on the website at the time of ordering.
• The quantity is insufficient, and the set is incomplete as per the order.
• External damage such as torn packaging, peeling, breakage, etc.
• Customers who purchased products online through the website and whose products were shipped to them experienced errors identified by Selia or the shipping company.

 Customers are responsible for submitting photographic documentation proving the defect in order to complete the return/exchange process.

Thời gian xử lý:

• • Đổi hàng mới: 5–7 ngày làm việc kể từ khi Selia nhận được hàng hoàn trả từ khách hàng.
  • Hoàn tiền: 3–5 ngày làm việc kể từ khi hoàn tất xác minh đơn hàng (không tính thứ 7, Chủ nhật, lễ, Tết theo quy định pháp luật và quy chế nội bộ Selia).

Refund cases:

• Orders with prepayment/deposits that are cancelled by Selia: Refunds will be processed after the cancellation process is complete.
• Returned orders to Selia: Refunds will be processed once the Warehouse department verifies receipt of the returned order.
• Unsuccessful delivery: Refunds will be processed once Selia receives the package from Selia's delivery partner.
• If a customer transfers an excess amount or to the wrong account number: Refunds will be processed once Selia verifies the customer's order status with internal departments and verifies the customer's account with the bank.

Note: 

• • Selia only handles product exchanges and returns within 7 days; after this period, no complaints will be processed.
  • The refund transaction fee is borne by the customer.
  • Packaging and shipping costs will be covered by Selia (if the fault is determined to be Selia's).

2. How to request a refund (for customers):

Step 1: Send a return/refund request via phone number: 0921 085 858

Step 2: The Customer Service department will contact the customer to verify the information and forward this information to the internal processing department.

Step 3: Receive notification of return acceptance

Selia's customer service department will contact the customer to discuss the matter:

• Refund agreed: Customers will receive a refund according to Selia's refund policy.
• No refunds accepted: Customers will receive the returned item in accordance with Selia's quality guarantee.

Step 4: Pack and return the goods to Selia via Selia's shipping partner.

Step 5: Completion of the procedure: Customers will receive their refund or order as agreed with Selia.

3. Refund period

Selia will process your refund immediately after the order status check process is complete. This process may take approximately 3-5 business days (excluding Saturdays, Sundays, public holidays as stipulated by law, and days off according to Selia's internal regulations).

Information regarding the specific refund timeframe for each exchange/return case will be updated to you via email, SMS, or Zalo.

Customers can choose one of the following refund methods:

Payment methods	Refund method	The time it takes TGSF to process refund information for customers.	Time it takes for the money to be refunded to your account.
Đơn hàng thanh toán online	Banking transfer	3 – 5 ngày làm việc	3 – 5 ngày làm việc
Orders paid using domestic ATM cards.	Banking transfer	3 – 5 ngày làm việc	3 – 5 ngày làm việc
Orders paid with international ATM cards/credit cards.	Banking transfer	3 – 5 ngày làm việc	3 – 5 ngày làm việc

Note:

Trong trường hợp Quý Khách hàng có ý kiến đóng góp/khiếu nại liên quan đến chất lượng sản phẩm, Quý Khách hàng vui lòng liên hệ đường dây chăm sóc khách hàng của chúng tôi hoặc email: support@seliabrushes.com