1. DOMESTIC EXCHANGE & RETURN POLICY
Applicable to orders delivered within Vietnam.
1.1. Exchange Policy
In the event of a manufacturing defect or if CHEN sends the incorrect product:
CHEN will cover the two-way shipping costs for the exchange after the claim has been verified and approved.
In the event that the customer wishes to exchange a product due to personal preference or choice:
The customer is responsible for all two-way shipping costs incurred during the exchange process.
Each product is eligible for one exchange only.
The product to be exchanged must fully meet the exchange and return conditions specified in Section 2 of this policy.
1.2. Return Policy
Customers may request a product return through one of the following methods:
Return at Store
Customers may bring the product directly to a CHEN store for return without incurring a pickup fee.
Return via Home Pickup Service
Please contact our Customer Care Center via Zalo 0909 057 200 to request a return.
The home return pickup service fee is VND 99,000 per pickup and will be deducted directly from the refund amount.
The shipping carrier will collect the product from the address provided by the customer within approximately 7 days, depending on the area and the carrier’s operational capacity.
After CHEN receives the returned product and confirms that it fully meets the return conditions, CHEN will process the refund request within 24–48 business hours.
The above 24–48-hour period refers to CHEN’s processing time and does not represent the time required for the refunded amount to appear in the customer’s account.
Once CHEN has completed the refund transaction, the time required for the funds to be credited to the customer’s account or original payment method will depend on the processing procedures of the bank, card issuer, or payment service provider used by the customer.
Processing times may vary between providers and are beyond CHEN’s control.
1.3. Refund Amount
The refund amount will be based on the actual amount paid by the customer for the product after any promotions, offers, or discounts have been applied.
Gift-wrapping fees, shipping fees, and any other service charges or surcharges already incurred are non-refundable.
Products from different orders cannot be combined into a single return request. A separate return request must be created and submitted for each order.
2. DOMESTIC EXCHANGE & RETURN CONDITIONS
2.1. Product Conditions
To be eligible for consideration for an exchange or return, the product must meet all of the following conditions:
Remain in the same condition as when received.
Be unused.
Not have been washed, bleached, or otherwise treated in a way that alters its original condition.
Not have been altered, tailored, cut, or structurally modified.
Retain all original tags, price tags, and accompanying accessories.
Include order information or proof of purchase so that CHEN can verify the transaction.
2.2. Exchange & Return Period
Exchange or return requests are accepted within 05 days from the date the order is confirmed as successfully delivered.
For claims specifically related to incorrect items, missing items, products damaged during delivery, or issues directly related to the delivery process, customers must notify CHEN within 24 hours from the time the order is confirmed as successfully delivered.
Requests submitted after the above periods may not be eligible for support.
2.3. Items Not Eligible for Exchange or Return
CHEN does not accept exchanges or returns for:
Special product categories such as swimwear, underwear, and accessories.
Products that have been used, washed, or are no longer in their original condition.
Products that have been damaged, deformed, or altered due to improper use, storage, or care.
Products that have been altered at the customer’s request.
Made-to-order or custom-made products produced according to the customer’s measurements or specific requirements, provided they were made in accordance with the information confirmed by the customer.
Products purchased as part of a promotion or sale are not eligible for exchange or return due to the customer’s personal preference or choice.
Exception: If a promotional or discounted product has a manufacturing defect, was damaged before the customer received it, or CHEN delivered an item different from the confirmed order, CHEN will still accept and process the claim in accordance with the Complaint Handling Policy.
3. INTERNATIONAL ORDER EXCHANGE & RETURN POLICY
Applicable to orders delivered to addresses outside Vietnam.
3.1. General Policy
All international orders are considered Final Sale.
CHEN does not accept exchanges, returns, or refunds for reasons arising from the customer’s personal preference or choice, including but not limited to:
Changing their mind after purchase.
The style not matching personal preferences.
The color or material not meeting personal expectations.
Selecting the wrong size.
The product not meeting personal expectations regarding fit, looseness, tightness, or overall wearing experience.
3.2. Size Consultation
Customers are encouraged to provide accurate body measurements before placing an order so that CHEN can assist in selecting the most suitable size.
CHEN’s size recommendations are based on:
Measurements provided by the customer.
Actual product measurements.
The size chart.
The fit and intended design of each product.
However, all size recommendations are provided for reference only and do not constitute an absolute guarantee or assurance of fit.
Actual fit may vary depending on body proportions, fabric characteristics, garment construction, and individual wearing preferences.
If CHEN has delivered the correct product and the size confirmed by the customer, and the actual product measurements reasonably correspond to the published product information, the customer’s dissatisfaction with the fit will not be considered a product defect and will not be eligible for an international exchange or return.
3.3. Exceptions
CHEN accepts claims for international orders if the product:
Has a manufacturing defect.
Is damaged when received by the customer.
Is not the product ordered.
Is not the color ordered.
Is not the size confirmed in the order.
Is missing from the order.
Has actual measurements that differ significantly from the product information published by CHEN.
Customers must submit a claim within 15 days from the date the order is received.
3.4. Product Conditions for International Claims
The product must:
Be unused.
Be unwashed.
Not have been altered.
Retain all original tags and accessories.
An exception may be considered if the product defect is discovered immediately during the unboxing process.
Once the claim has been verified and approved, CHEN will determine an appropriate resolution based on the specific circumstances, which may include a product exchange or another suitable remedy.
3.5. Cases Not Considered Product Defects
The following circumstances are not considered manufacturing defects:
Minor color variations caused by photography lighting, display conditions, or screen settings.
Measurement differences that fall within CHEN’s stated tolerance range.
The product not meeting the customer’s personal preference or expectations regarding fit.
Damage occurring after use.
Damage caused by improper washing, bleaching, or care.
Damage caused by alterations to the product.
Damage caused by improper use, handling, or storage.
By completing an international order, the customer confirms that they have read, understood, and agreed to CHEN’s International Order Policy.
4. COMPLAINT HANDLING POLICY
Applicable to cases involving incorrect items, missing items, defective products, or damaged products.
4.1. Eligible Claims
CHEN accepts claims in circumstances including but not limited to:
CHEN delivers the incorrect product.
The color or size delivered differs from the confirmed order.
Items are missing from the order.
The product has a manufacturing defect.
The product is damaged before or during delivery to the customer.
4.2. Supporting Evidence
To provide CHEN with sufficient grounds to review and verify a claim, customers must provide complete information and supporting evidence relating to the reported issue.
CHEN recommends providing a continuous, unedited unboxing video clearly showing:
The external condition of the parcel before opening.
The entire unboxing process.
All products contained inside the parcel.
The actual condition of the product at the time of unboxing.
Product labels, product codes, and any other relevant information necessary for verification.
Customers may be asked to provide additional photos, videos, or other relevant information if the initial evidence is insufficient to verify the reported issue.
CHEN reserves the right to reject a claim if the evidence provided by the customer is insufficient to reasonably verify the reported issue or does not provide sufficient grounds to establish that the issue existed at the time the customer received the order.
4.3. Complaint Processing Time
Once CHEN has received all required information and supporting evidence, CHEN will review the claim and provide a response regarding the resolution within 48 business hours.
The processing period begins from the time CHEN confirms that all necessary information and supporting evidence required for verification have been received, rather than from the time the customer initially submits the claim if the documentation is incomplete.
If additional verification is required from the shipping carrier, payment provider, or other relevant parties, the processing time may be extended.
In such cases, CHEN will inform the customer of the status of the claim and the additional estimated processing time required.
