RETURNS, EXCHANGES, CLAIMS & PRODUCT CARE POLICY

1. DOMESTIC RETURNS & EXCHANGES POLICY

Applicable to orders delivered within Vietnam.

1.1. Exchange Policy

In the event of a manufacturing defect or if CHEN ships an incorrect item:

• CHEN will cover the round-trip shipping costs for the exchange once the claim has been reviewed and approved.

If the customer wishes to exchange an item due to personal preference or choice:

• The customer is responsible for all round-trip shipping costs incurred during the exchange process.
• Each item is eligible for one exchange only.
• The item must meet all return and exchange conditions set out in Section 2 of this Policy.

1.2. Return Policy

Customers may request a return through one of the following methods:

Return at a CHEN store

Customers may return eligible items directly to a CHEN store without incurring a return collection fee.

Return via home collection service

• Please contact CHEN Customer Service via Zalo at 0909 057 200 to request a return.
• A home collection service fee of 99,000 VND per request will apply and will be deducted directly from the refund amount.
• The courier will collect the item from the address provided by the customer within approximately 24–48 hours, depending on the location and the courier’s operational availability.

Once CHEN has received the returned item and confirmed that it meets all applicable return conditions, CHEN will process the refund request within 24–48 business hours.

The above 24–48 business hour period refers specifically to CHEN’s internal refund 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 back to the original account or payment method will depend on the processing procedures of the customer’s bank, card issuer, or payment service provider.

Processing times may vary between financial institutions and are outside CHEN’s control.

1.3. Refund Amount

• Refunds are calculated based on the actual amount paid by the customer for the returned item after all applicable discounts, promotions, or offers have been applied.
• Gift-wrapping fees, shipping fees, service charges, and other additional fees already incurred are non-refundable.
• Items from different orders may not be combined into a single return request. A separate return request must be submitted for each order.

2. DOMESTIC RETURN & EXCHANGE CONDITIONS

2.1. Product Conditions

To be eligible for a return or exchange, the item must meet all of the following conditions:

• Remain in its original condition as received.
• Be unworn and unused.
• Be unwashed and not treated in any way that alters its original condition.
• Not have been altered, tailored, cut, or structurally modified.
• Include all original tags, price tags, labels, and accessories.
• Be accompanied by the relevant order information or proof of purchase so that CHEN can verify the transaction.

2.2. Return & Exchange Period

Return or exchange 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 other issues directly related to shipment and delivery, customers must notify CHEN within 24 hours from the time the order is confirmed as successfully delivered.

Requests submitted after the applicable time period may not be supported.

2.3. Items Not Eligible for Return or Exchange

CHEN does not accept returns or exchanges for:

• Special product categories including swimwear, lingerie, and accessories.
• Items that have been worn, used, washed, or are no longer in their original condition.
• Items that have been damaged, deformed, or otherwise altered as a result of improper use, storage, or care.
• Items that have been altered or customized at the customer’s request.
• Made-to-measure or custom-made products that have been produced correctly according to the measurements and requirements confirmed by the customer.
• Items purchased as part of a promotion or at a discounted price are not eligible for returns or exchanges due to personal preference or customer choice.

Exception: If a promotional or discounted item has a manufacturing defect, was damaged before the customer received it, or CHEN shipped an incorrect item compared with the confirmed order, CHEN will still accept and process the claim in accordance with the Claims Handling Policy.

3. INTERNATIONAL RETURNS & EXCHANGES POLICY

Applicable to orders delivered to addresses outside Vietnam.

3.1. General Policy

All international orders are considered Final Sale.

CHEN does not accept returns, exchanges, or refunds for reasons arising from personal preference or customer choice, including but not limited to:

• Change of mind after purchase.
• Style preference.
• Color or material preference.
• Incorrect size selection.
• Personal dissatisfaction with the fit, looseness, tightness, or overall wearing experience of the product.

3.2. Size Recommendations

Customers are encouraged to provide accurate body measurements before placing an order so that CHEN can assist with size selection.

CHEN’s size recommendations are based on:

• Measurements provided by the customer.
• Actual product measurements.
• The applicable size chart.
• The intended fit and design characteristics of each product.

However, all size recommendations are provided for reference only and do not constitute a guarantee or absolute assurance of fit.

Actual fit may vary depending on individual body proportions, fabric characteristics, garment construction, and personal fit preferences.

Where CHEN has delivered the correct product and the size confirmed by the customer, and the item’s actual measurements reasonably correspond with the published product information, dissatisfaction with personal fit will not be considered a product defect and will not qualify for an international return or exchange.

3.3. Exceptions

CHEN will accept claims for international orders where the item:

• Has a manufacturing defect.
• Arrives damaged.
• Is different from the product ordered.
• Is the wrong color.
• Is the wrong size compared with the confirmed order.
• Is missing from the order.
• Has actual measurements that materially differ from the product measurements published by CHEN.

Customers must submit a claim within 15 days of receiving the order.

3.4. Product Conditions for International Claims

The item must:

• Be unworn and unused.
• Be unwashed.
• Not have been altered.
• Include all original tags, labels, and accessories.

Exceptions may be considered where the reported defect was discovered immediately during the unboxing process.

Once the claim has been reviewed and approved, CHEN will provide an appropriate resolution depending on the circumstances, which may include an exchange or another suitable solution.

3.5. What Is Not Considered a Product Defect

The following are not considered manufacturing defects:

• Minor color differences caused by photography lighting, display conditions, or screen settings.
• Measurement differences that fall within CHEN’s disclosed measurement tolerances.
• Personal dissatisfaction with the fit or wearing experience.
• Damage occurring after the product has been worn or used.
• Damage caused by improper washing, cleaning, or care.
• Damage resulting from alteration of the product.
• Damage caused by improper handling, use, or storage.

By completing an international order, the customer acknowledges that they have read, understood, and agreed to CHEN’s International Orders Policy.

4. CLAIMS HANDLING POLICY

Applicable to incorrect shipments, missing items, defective products, or damaged products.

4.1. Eligible Claims

CHEN accepts claims including, but not limited to, the following circumstances:

• CHEN shipped an incorrect product.
• The color or size delivered does not match the confirmed order.
• One or more items are missing from the order.
• The product has a manufacturing defect.
• The product was damaged before or during delivery to the customer.

4.2. Supporting Evidence

To allow CHEN to properly review and verify a claim, customers must provide sufficient information and supporting evidence relating to the reported issue.

CHEN strongly recommends providing one continuous, unedited and uncut unboxing video clearly showing:

• The external condition of the parcel before it is opened.
• The complete unboxing process.
• All products contained inside the parcel.
• The condition of the product immediately upon opening.
• Product labels, product codes, and any other relevant information required for verification.

Customers may also be required to provide additional photographs, videos, or supporting information if the initial evidence is insufficient to verify the issue.

CHEN reserves the right to decline a claim if the evidence provided 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. Claims Processing Time

Once CHEN has received all necessary information and supporting evidence, CHEN will review the claim and provide a response regarding the outcome within 48 business hours.

The processing period begins from the time CHEN confirms that all required information and evidence necessary for verification have been received, rather than from the time the initial claim is first submitted if the claim documentation is incomplete.

If further verification with the courier, payment provider, or another relevant third party is required, the processing time may take longer.

In such cases, CHEN will inform the customer of the status of the claim and provide an estimated additional processing timeframe.

5. PRODUCT CARE GUIDE

Properly caring for your garments helps maintain their quality and extend their lifespan.

Washing at low temperatures and using gentle spin cycles can help preserve the color, shape, and structure of the fabric, while also reducing energy consumption during the garment care process.

5.1. Sorting Before Washing

• Separate garments with sharp or metal decorative details, such as metal zippers, brooch pins, or other metal components, from garments made from delicate, loosely woven, snag-prone, embroidered, or embellished fabrics.
• Separate light-colored and dark-colored garments before washing.
• Dark-colored garments may release some dye during the first few washes. Washing them separately is recommended to reduce the risk of color transfer to other garments.

5.2. Washing

• Machine wash at a maximum temperature of 30°C, using a gentle wash cycle and low spin speed.
• Do not use bleach, whitening agents, or similar products.
• Avoid using highly concentrated or harsh detergents.
• Do not pour concentrated detergent directly onto the surface of the garment.

5.3. Ironing

• The use of a garment steamer is recommended.
• When using a conventional iron, turn the garment inside out before ironing whenever appropriate.
• Iron only at a low temperature suitable for the fabric and construction of the garment.

5.4. Drying

• Do not tumble dry.
• Hang garments in a well-ventilated area.
• Avoid direct sunlight to help minimize color fading and preserve the quality of the garment.

5.5. Dry Cleaning

• Do not dry clean, unless otherwise specifically stated on the individual garment care label.

5.6. Hand Washing

When hand washing:

• Avoid vigorously rubbing, twisting, or wringing the garment, as this may damage the fabric structure or alter its shape.
• Follow the same guidelines regarding color separation, detergent use, drying, and ironing as those applicable to machine washing.

5.7. Individual Product Care Instructions

As each design may use different materials, constructions, and finishing techniques, customers should prioritize and follow the specific care instructions stated on the individual garment label whenever those instructions differ from the general guidance provided in this Policy.