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EXCHANGE POLICY

The exchange policy applies to customers shopping online on the webiste Hanoia.com 

- For in-store purchases, please contact to the original store for the exchange request to be processed

- For online orders on website Hanoia.com, please send exchange requests to support@hanoia.com or Hotline 19000468 (or 0961 272 486) (Working hours: 9AM – 9PM from Monday to Sunday, except for public holidays.)

EXCHANGE REQUIREMENTS:

1. Merchandise purchased are non-refundable unless found to be defective at the time of purchase.

2. Exchange time
- For in-store orders: Exchange once within 07 days from the date of invoice, applying for full-price product (Does not apply to any discounted items).
- For online orders:

  •  Exchange once within 14 days from the date of customer received products, applying for full-price products & products with discount of ≤ 30%
  •  Exchange once within 05 days from the date of customer received products, applying for products with discount of > 30% (Only applicable for size exchange)

The exchange time limit is from the delivery date shown on the system to the day the customer sends them back to the delivery service. Saturdays, Sundays, and public holidays are included in the exchangeable period.

3. The returned items must be accompanied by the original receipt (or a copy in the case of a partial return).

4. Products must be in the original condition they were purchased in, unused and unwashed. All packaging and the price tags, product labels, stickers or novelties objects (if available) must be intact and attached to the product.

5. Products can only be exchanged for items of equivalent or higher value

  • If the new item price is higher, customer need to pay the different amount.
  • If the new item price is cheaper, we will not refund the different amount.

6. This merchandise exchange policy does not apply to any personalized, specially ordered or made-to-measure items.

Customer can refer to the Exchange Instruction here.

Note : If the return products do not fulfill any of the above-stated requirements, the exchange request would be rejected and sent back to the customers. For your convenience, please make sure to check all the conditions as stated above before proceeding to exchange.

For any questions about the exchange policy, please contact us via

 

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