Return Policy

Tobeney sincerely thanks our valued customers for shopping on our website, tobeney.vn!

To ensure the rights of customers during the shopping process, we would like to inform you of the terms and conditions regarding product exchanges and returns as follows:

1. Conditions for exchanges and returns:

Customers need to check the condition of the goods and may exchange/return them immediately at the time of delivery/receipt in the following cases:

• The item is not of the correct type or model as ordered or as shown on the website at the time of ordering.
• Insufficient quantity or incomplete set as in the order.
• External damage such as torn packaging, peeling, or breakage...
• Customers are responsible for providing relevant documentation to prove the defects in order to complete the exchange/return process.

2. Regulations on notification time and sending products for exchange or return:

• Notification time for exchange or return: within 48 hours from receiving the product in case of missing accessories, gifts, or manufacturing defects.
• Time to send the exchanged or returned product: within 7 days from receiving the product.
• Location for exchanging or returning products: Customers can bring the items directly to our office/store or send them via postal service.

3. Regulations on processing time for exchanges and refunds:

After Tobeney receives the product from the customer, we will call to notify the customer and proceed with the product inspection process for exchange or return as follows:

3.1. Product inspection process for exchange or return:

• The packaging is intact as when it was delivered to the customer.
• The product still has the Tobeney label intact.
• The product shows no signs of alterations or has been washed.
• The manufacturing defect is as described by the customer.

3.2. Exchange or refund process for the product:

Verification of the manufacturing defect in the product inspection process for exchange or return is CORRECT. Proceed with the following cases:

3.2.1. Product exchange:

Tobeney will conduct an inspection of the product in the warehouse to match the model ordered by the customer on the website, proceed to create a new order, and ship it to the customer as per the normal product ordering process on the website. The delivery time will be approximately 5-7 working days. Tobeney will notify the customer via phone and email for order placement.

3.2.2. Product out of stock:

Tobeney will contact the customer to negotiate the handling of cases where the product is out of stock. Specifically, Tobeney will proceed to refund 100% of the order value to the customer.

• Credit card payment (Visa/Mastercard/JCB): Within 7-14 working days.
• Immediate refund: to the electronic wallet balance for payments via Momo, Zalo Pay,...

If customers have any suggestions/complaints regarding the product quality, please contact us for assistance:

• Via email: shop@tobeney.vn
• Hotline: 0961707571