Return & Refund Policy

Expired Products, Incorrect Items, or Damaged Products:

In the event that a customer receives a product that is expired, does not match the description, has technical faults, or is damaged, they are eligible to request a return or exchange. However, the returned product must be in its original condition, including labels, tags, boxes, and packaging as it was when the product was delivered. This ensures the integrity of the product and allows for a smooth and efficient return process.

Return Policy within 14 Days:

Customers have the right to request a return or exchange within 14 days from the date of delivery. To protect their interests, it is strongly recommended that customers carefully inspect the product upon receipt. For return requests made after this period, the company will evaluate each case individually and may not accept the return. If there are any concerns or questions regarding the return process, customers are encouraged to contact customer service for further assistance.

Return and Exchange Hours at the Warehouse:

Customers can return products to our warehouse from Monday to Saturday, between 08:00 and 16:00. To ensure efficient and accurate processing, customers are kindly requested to adhere to the specified return hours.

• Recipient: Kallos (Vietnam) Co., Ltd.
• Address: Waseco Building, No. 5 Pho Quang Street, Ward 02, Tan Binh District, Ho Chi Minh City, Vietnam
• Contact Number: (+84) 98 168 3788

Important Notes:

To ensure a smooth return process, customers are required to pack the product in its original box and ensure the product is not damaged during transit. Additionally, please fill in all the required information, including order number, reason for return, and any other relevant details to help us process the return request quickly and efficiently. Should there be any questions or if further assistance is needed, customers are encouraged to contact us directly through the provided contact number.

Refund Process:

The refund will be processed using the same method as the original payment. If the payment method at the time of purchase was Cash on Delivery (COD), customers are kindly requested to provide their bank account information so that Kallos’ Customer Care Department can process the refund accurately and promptly. The required account details include the account holder's name, account number, and bank name to ensure a smooth and efficient refund process.

Refund Timeline:

The refund process will be completed within 30 working days from the time the return is received at the warehouse and the product meets the return conditions. The refund timeline may vary due to unforeseen circumstances in the order processing. However, Kallos is committed to notifying customers and providing updates on both the order status and the refund process as soon as possible. If customers have any questions regarding the return status or the refund timeline, they are encouraged to contact our Customer Care Department for timely assistance.

Customers are encouraged to return the product along with the original invoice to Kallos, as per the details outlined in the previous section. To ensure the return process goes smoothly, the product must be carefully packaged and maintained in its original condition.

In the event that the return request is made after the 14-day period from the date of receipt, customers are kindly requested to provide their contact information so that the request can be reviewed and processed promptly.

Kallos is committed to providing a response and working directly with the manufacturer to resolve any product-related issues. If customers require further assistance or have any questions about the return process, they are encouraged to contact our Customer Care Department at the following phone number: (+84) 98 168 3788. We are always ready to assist and address any inquiries as quickly as possible.

For each product, customers have the right to request a return or exchange up to 2 times within 30 days from the date of receipt. Each return request must comply with the terms and conditions of Kallos' Return & Exchange Policy, including that the product must be in its original condition, with all labels, tags, boxes, and packaging intact, just as when it was delivered.

In the event that the price of the product changes from when it was originally purchased, Kallos will not be able to process a refund for that product. However, Kallos is happy to assist customers in exchanging the product for a different model or version of equal value, depending on the customer's preference and the availability of the product at the time of the exchange request.

Kallos is dedicated to ensuring customer satisfaction, so if customers encounter any issues during the return or exchange process, they are encouraged to contact our Customer Care Department for prompt assistance and a quick resolution.

Depending on the payment method chosen by the customer, the refund will be processed in the following ways:

Cash on Delivery (COD):

For customers who paid via cash on delivery, the refund will be issued in VND to the bank account provided by the customer. To ensure the refund process is accurate and timely, customers are requested to provide complete bank account details, including the account holder's name, account number, and bank name when requesting the refund.

Credit Card/ATM Card Payment:

If the payment was made using a credit card or ATM card, the refund will be credited directly to the original card used for the purchase. The refund will be processed through the bank's secure system and will be reflected in the customer’s card account.

Once the returned product and all necessary information are received, Kallos will conduct a quality check on the product before proceeding with the refund. The refund process will be completed within 30 working days from the successful return of the product to the warehouse and the completion of the quality check. Throughout this process, Kallos will keep customers informed about the status of their refund and provide assistance if there are any questions or concerns.