Return & refund policy

1. Scope

This policy applies to orders placed directly on tranhungthinhphat.com and paid by COD, bank transfer, or VNPAY. Orders placed via Zalo/phone with a separate written agreement follow those agreed terms, which take priority over this general policy.

2. Free exchange/refund when the fault is ours (within 7 days)

Within 7 days of receiving the order, the customer is entitled to a free replacement or a full refund, with the company covering shipping both ways, in any of the following cases:

• Wrong item, wrong colour, or wrong size delivered compared to the confirmed order
• Manufacturing defect: wood-boring insect damage, cracking, surface peeling, frame misalignment — not caused by use
• Damage or impact occurring during shipping

3. Change-of-mind returns — conditional

For in-stock items (not applicable to pieces custom-made to a customer's own size, colour, or material), the customer may return the item within 3 days of receiving it, provided that:

• The product is unused and uninstalled, in its original condition, with all packaging, labels, and accessories intact
• The customer covers shipping both ways
• If packaging or accessories are missing or damaged, the company may deduct part of the refund to cover the cost of restoring them

4. Exclusions

Outside the cases in section 2, this return policy does not apply to:

• Products already installed or used
• Damage from improper care or use (moisture, impact, direct sun/rain exposure, or pest damage arising from use outside the company's care instructions)
• Pieces custom-made to a customer's own size, colour, or material

5. How to request an exchange or refund

1. Contact us within the deadlines above via hotline 0979 205 644, email, or the Contact form, with the order code and photos/video of the product's condition.

2. We acknowledge and confirm your request within 24 working hours.

3. Once confirmed: we arrange free pickup (company-fault cases) or the customer ships the item back per our instructions (change-of-mind cases).

4. We inspect the returned item and complete the replacement or refund within 5–7 working days of receiving it back.

6. Refund method

Refunds are made to the same account/method used for payment (bank transfer, VNPAY) or another method agreed by both parties. For COD orders, we refund by bank transfer to the account details the customer provides.