Return & Refund Policy
Overview
At Fiveribbons, we strive to provide you with a satisfying shopping experience. We understand that circumstances may arise where you may need to return a product. Therefore, we have established the following guidelines to ensure a smooth and efficient return and refund process.
Damaged Products
a. Condition:
We understand that sometimes unforeseen situations may arise, such as damaged products. In such cases, please contact us at [email protected] within 30 days from the date of order delivery and follow the return process below.
b. Process for returning product:
- Capture Documentation: We kindly request that customers document the unboxing process through videos or photos.
- Contact Support: Customers should send the recorded video or photo to our dedicated support team via email at [email protected].
- Review Process: Our sales team will carefully review the submitted documentation to assess the eligibility of the return request. We will respond to the customer within 24 hours.
- Tracking Label: Upon acceptance of the return request, we will provide the customer with a tracking label that must be included with the returned item.
- Return Initiation: Customers are required to send the item within 60 days from the date of receiving the tracking label. Failure to send the goods within this specified timeframe will result in the cancellation of the return process.
- Evaluation Period: Our dedicated team will thoroughly inspect the returned goods within 24 working hours.
- Refund or Replacement: Once receive the returned item, we will proceed with either issuing a refund to the customer or sending a replacement item. It may take 1-3 business days for customers to receive the refunded amount.
Receiving Faulty Items
If you receive faulty items, we offer an easy return and refund process. Please contact our customer service within 30 days of receiving your order.
Provide your order details of the defective item. We will review and guide you through the Process for returning product in the Damaged Products section. You can choose between a refund or a replacement. We will cover the shipping costs for the return.
Wrong Items Received
If you receive the wrong items, we provide a simple return and refund process. Please contact our customer service within 30 days of receiving your order.
Provide your order details of the incorrect items. We will verify the issue and guide you through the Process for returning product in the Damaged Products section. You can choose between a refund or receiving the correct items. We will cover the shipping costs for the return.
Change of Mind
We understand that sometimes customers may have a change of mind regarding their purchase. In such cases, we offer a return or replacement option.
a. Condition:
To initiate a return, the customer must send a request to our sales team within 3 days from the delivery date. The item must be in its original, unused packaging.
b. Process:
- Customers are responsible for returning the items to us.
- Once we receive the returned goods, we will process the refund or replacement within 2 working days.
- Refunds usually take 1-3 days for the customer to receive the money, while replacements may take 5-10 days for the customer to receive the package.
- The shipping fee to return the package will be borne by the customer.
Cancellation
Cancellation can occur in two main cases: order processing or order shipped. In the case of order processing (package has not been shipped), we will refund the customer within 24 hours of the request. In the case of order shipped (with tracking number), we will work with the carrier within 3 days. If the carrier can cancel the order, we will refund the customer within 24 hours of the carrier’s cancellation. If the carrier is unable to cancel the order, the customer must wait to receive the package and then return it to us. Once we receive the returned package, we will refund the customer within 2 days. Customers can expect to receive the funds in the next 1-3 days. The shipping fee for returning the package will be borne by the customer.
Order Never Arrived
If your order has not arrived within the estimated delivery time, please contact our support team at [email protected]. Please allow our sales team 24 hours from receiving your request to process and refund the order.
Refund Method
When we receive the item returned by the customer, we aim to process the refund to your original payment method as quickly as possible.
a. Refund Processing:
Upon receiving the returned item, we will initiate the refund process within 48 hours.
b. Refunded Amount:
The refunded amount will be equal to the purchase price paid by the customer for the returned item. Any applicable taxes or fees associated with the original purchase will also be included in the refund.
c. Payment Account Update:
After the refund has been processed, it may take an additional 1-3 days for the refunded amount to appear in your payment account. This timeframe depends on the policies and processing times of your financial institution.
d. Please note the following:
The refund will be issued to your original payment method, such as the credit card used for the purchase or the PayPal account linked to the transaction. We are unable to issue refunds to alternative payment methods or accounts other than the one used for the original purchase.
Customer Support
If you have any further questions or concerns regarding our Return & Refund policy, please do not hesitate to contact our dedicated customer support team via the contact information below. We are here to assist you and provide any necessary assistance throughout your shopping experience.
Email: [email protected].
Phone: +84 387503090
Address: 9 D2 T/T Cuc Van Tai, Lieu Giai, Ba Dinh, Ha Noi, 100000, Viet Nam.