To ensure the rights of our valued customers purchasing bird’s nest products at YEN NGOC BIRD’S NEST, our return and exchange policy outlines the accepted cases, requirements for product returns, and processing time as follows:

I. CASES ACCEPTED FOR RETURN & EXCHANGE

1. Change of purchase decision:

• If customers change their mind or are not satisfied with the product, they may return or exchange it within 10 days from the date of receipt. The product must remain unopened, unused, and in its original packaging.

2. Defective or expired products:

• If a product is defective or expired due to manufacturing errors (design flaws, content issues, internal defects, or deviations from the manufacturer’s quality standards) or damage during transportation (deformation, scratches, contamination, breakage, etc.), customers may request a return or exchange.
• We recommend that customers check the product before making payment. If the product is found damaged upon delivery, please refuse to accept it and notify us via our Fanpage or Zalo for a return.

3. Incorrect order fulfillment:

• If you receive an incorrect item that does not match your order, please contact YEN NGOC BIRD’S NEST as soon as possible. Our customer service team will verify the order, and if a mistake is confirmed, we will promptly send the correct item

4. Other cases for return:

• The product is unsealed upon delivery.
• The product received has incorrect quantity, information, or packaging compared to the order.
• The product is expired before or on the delivery date.

II. RETURN & EXCHANGE CONDITIONS

1. Requirements for return & exchange:

• The product is not on YEN NGOC‘s non-returnable item list.
• The product remains intact with original labels, packaging, and seals (except for defective or damaged items).
• All accompanying accessories and promotional gifts (if any) must be returned.
• The product must be clean, free from strange odors, and show no signs of use.
• Customers must submit a return request via our Fanpage or Zalo and follow the provided instructions.

2. Return period:

• Within 3 days from the date of receipt.

3. Return methods:

• Customers can bring the product directly to the store.
• Customers can send the product via postal service or other shipping carriers.

4. Return shipping costs:

• If the return is due to YEN NGOC’s error, customers will receive a free return and free redelivery to the address specified in the return request form.
• If the return is due to a change of mind, a return or shipping fee may apply, depending on the carrier’s policy.

III. REFUND POLICY

1. Refund principles:

• The refund will be issued based on the original payment method (excluding promotional discounts).

2. Refund methods:

• Bank transfer refund.
• Refund via the card-issuing bank.
• Cash refund at YEN NGOC BIRD’S NEST store.

3. Processing time:

• Refunds will be processed within 5-7 business days.