We are committed to fully protecting our customers' rights for any product that does not meet quality standards or has an error on the manufacturer's/distributor's side.
1.1. Conditions for a valid return
Products requested for return must meet all of the following strict conditions at the same time:
- Time limit: The return request must reach Customer Care within a maximum of 7 days (including Saturdays and Sundays) from the moment the carrier's system updates the status to "Delivered".
- Product condition: The product must be 100% intact as originally received: anti-counterfeit labels and sealing film (seal) intact, and the box not dented, scratched, torn, broken or damp, with no sign whatsoever of having been used or opened.
- Supporting evidence: Customers must provide the phone number used to order, the order code and, above all, a video recording of the entire parcel opening (Unbox Video).
- Valid Unbox Video standard: The video must be clear, uncut and unedited. It must clearly show all 6 sides of the parcel, the waybill code on the parcel before it is cut open with a knife/scissors, and the condition of each product inside.
1.2. Cases eligible for free replacement (100% of costs covered)
- The product has a technical defect, packing error, torn seal or damaged packaging determined to be caused directly at the manufacturer's quality check.
- The product is seriously deformed, broken or dented during transport by the delivery partner.
- Warehouse staff packed the wrong model or variant, mixed up products, or sent fewer items than the order confirmed with you.
- The product was delivered expired or near its expiry date (less than 3 months before the expiry date).
1.3. Cases where returns are refused (Exclusions)
- The customer has broken the seal, removed the protective film, or used the product in any form.
- The product is damaged or deformed due to improper storage by the customer (high temperature, contact with chemicals, moisture, dropped after delivery).
- The return request is made after the 7-day period.
- The customer changes their mind, is not satisfied, does not like the product or no longer needs it after receiving the correct order.
- The customer cannot provide a valid Unbox Video as defined in section 1.1.
1.4. Detailed return and refund process
- Step 1 - Request: Contact us via the Hotline or Customer Care Zalo, provide your order code, describe the issue in detail and attach supporting video/photos.
- Step 2 - Review: Mayqueen's Complaints team will receive the request, check it against the warehouse packing camera and reply with the result within 24 - 48 working hours at the latest.
- Step 3 - Pickup: If the request is valid, a pickup order is created and a courier will come to your address to collect the faulty item. Please pack it carefully as originally received to avoid further damage.
- Step 4 - Replacement / Refund: As soon as the returned item reaches our warehouse and its condition matches your report, Mayqueen will immediately pack and send a new product (Mayqueen covers 100% of two-way shipping). If the product is out of stock or you request a refund, our accounting team will transfer the exact amount actually paid for the order within 3-5 working days.
