PRODUCT EXCHANGE AND RETURN POLICY
To ensure convenience and the best possible experience for our customers, VitaOne implements a transparent and flexible exchange and return policy. We are committed to providing genuine healthcare products and the highest level of attentive service.
Product exchanges and returns are subject to specific conditions; please refer to the details below:
1. Conditions for Exchange and Return
The delivered product does not match the type, model, or packaging specifications of the order.
The product has a manufacturer defect (e.g., damaged seal, faulty cap or spray nozzle, blurred or defective labels).
The product to be exchanged must be 100% new and unused, with seals and security stamps intact, and the outer box free from dents, tears, or breakage.
The product must include all Vietnamese supplementary labels, tags, accompanying accessories (if any), and the purchase invoice or delivery note from VitaOne.
The product must be within the permitted exchange/return period.
This policy applies to products ordered online via the vitaone.vn website. We do not support exchanges or returns for orders purchased through channels or distributors outside of our system.
The exchange and return policy does not apply to products sold during major clearance sales, special promotional gifts, or liquidation items.
Customers may only request a product return and refund if VitaOne is out of stock of the same item for a replacement exchange.
2. Exchange Period
Exchange period: Within 07 days of receipt (based on the carrier’s successful delivery timestamp).
If this timeframe is exceeded, VitaOne reserves the right to refuse any exchange or return requests, regardless of the reason.
3. Inspection and Exchange/Return Timeline
For online orders: Upon receiving the returned package, VitaOne’s Customer Service team will assess the product’s actual condition and notify the customer of the resolution plan within 3 to 5 business days.
For in-person visits: Please bring the product and the purchase invoice directly to the VitaOne office; our staff will inspect the product’s condition and facilitate an immediate exchange on-site.
4. Exchange Process and Methods
Step 1: Call the Hotline at 077.397.2868 or email Info@VitaOne.vn to state the reason for the exchange and the product’s condition.
Step 2: Upon receiving confirmation from VitaOne, carefully pack the product—including the invoice and any accompanying gifts (if applicable)—and send it to the following address:
VitaOne International Joint Stock Company
Address: 42 Street 12, Quarter 37, Hiep Binh Ward, Ho Chi Minh City
Phone number: 077.397.2868
Note: Each product is eligible for a maximum of one exchange.
5. Price Difference and Shipping Fee Policies
Value Difference:
If you wish to exchange for a product of higher value, please pay the price difference.
If exchanging for a product of lower value, VitaOne will not refund the excess difference.
Exchange Shipping Costs:
VitaOne covers 100% of round-trip shipping costs if the exchange is due to an error on VitaOne’s part (e.g., incorrect item delivered or a manufacturer’s technical defect).
The customer is responsible for shipping costs if the exchange request arises from the customer’s own needs (e.g., ordering the wrong product or a change in personal preference). New delivery timeframe: No later than 07 days from the date VitaOne receives the returned product and completes the exchange/return confirmation process.
Recommendation: VitaOne encourages you to record a video while unboxing the package and take detailed photos of the product’s condition before sending it back. This serves as important evidence to fully protect your interests should any issues arise during the return shipment by the courier.