Return and Refund Policy

1. Scope of Application

This policy applies to orders purchased at K-GOLD stores and through the K-GOLD website. It sets out the conditions, time limits, and procedures for returns, exchanges, and refunds where issues arise with products or orders.

2. Conditions for Returns and Exchanges

K-GOLD may support returns, exchanges, or refunds after inspection and verification in the following cases:

• The product has a confirmed manufacturing defect or technical fault.
• The wrong item, wrong size, wrong product, or missing accessories were delivered.
• The customer placed the wrong order and the product remains in a condition suitable for review.
• K-GOLD does not accept returns or refunds in the following cases:
• Products that have been used.
• Products damaged due to customer fault or improper use.
• Products missing original seals, labels, or no longer in original condition.
• Products listed as non-returnable under the product page or applicable policy.

3. Return Notification Period

• For defective or incorrectly delivered items, customers must notify K-GOLD within 07 days from the delivery date in order to be considered for return, exchange, or refund.
• For certain product categories with special conditions, the return period may be shorter and will be stated on the relevant product page where applicable.

4. Return and Refund Procedure

• Step 1: Contact support — The customer contacts sales staff or customer service and provides the order code together with a description of the issue.
• Step 2: Provide verification documents — The customer submits the invoice, receipt, or proof of purchase together with photos, videos, or a description of the product condition where necessary.
• Step 3: Inspection and evaluation — K-GOLD reviews the information and inspects the product condition to determine whether return, exchange, repair, or refund support is applicable.
• Step 4: Confirmation of solution — If the request is eligible, K-GOLD will discuss and confirm a suitable solution with the customer, such as an exchange, replacement shipment, repair, or refund.
• Step 5: Final handling — The agreed solution will be carried out according to the actual handling time of the case.

5. Refund Method and Related Costs

• 5.1 Refund method — K-GOLD may issue refunds through the original payment method, bank transfer, or another method agreed between both parties depending on the specific case.
• 5.2 Processing time — Refund processing usually takes 03 to 14 business days, depending on the payment method, banking partners, payment-processing partners, and the verification status of the transaction.
• 5.3 Shipping costs for domestic orders — If the issue is caused by K-GOLD or the supplier, K-GOLD will support the shipping costs related to the approved return or exchange. If the customer requests a return or exchange for personal reasons, the customer is responsible for shipping costs unless otherwise agreed.
• 5.4 Shipping costs for international orders — For international orders, if the customer requests a return or refund, the customer must first bear all costs of returning the parcel, including shipping charges, related procedures, and any associated costs where applicable. After K-GOLD receives the returned parcel and completes inspection of the product condition, K-GOLD will discuss and confirm an appropriate solution with the customer, including a refund via Payoneer or a replacement shipment where suitable. Each case will be handled individually in order to arrange a fair and practical solution for both parties.

6. Cases Not Eligible for Return or Refund

K-GOLD may refuse a return or refund request if:

• The product does not meet the conditions stated in this policy.
• The provided information is incomplete or insufficient for verification.
• The product condition has changed after delivery.
• The request is made outside the announced support period.

7. Complaints and Reservation of Rights

All return, refund, and related complaint requests will be reviewed and handled under K-GOLD’s internal procedures. Where necessary, both parties will communicate in good faith to find a reasonable and practical solution based on the actual condition of the order and the product.

8. Contact

• Email: hotro@tramhuongthienthanh.com
• Phone: 096.7749.781
• Address: No. 61, Street No. 45, Khanh Hoi Ward, Ho Chi Minh City, Vietnam

9. Effective Date

This policy takes effect from the date it is published on the website. K-GOLD may revise or update this policy when necessary and will publish the updated version on the website.