Warranty & Refunds
Warranty and Return Policy of Thanh An Hair
“THANHAN IMPORT EXPORT CO.LTD’S products are non-returnable and non-refundable. If something arrives damaged, it will be repaired subject to the terms and conditions set forth herein. any item, not picked up by the buyer within one (1) year of the date notice that the item is ready for pickup, will be forfeited and will become the property of THANHAN IMPORT EXPORT CO.LTD’S no refund will be offered.”
I. COMPENSATION & RETURN/REFUND POLICY
We accept seriously damaged orders caused by our company to be compensated or refunded/returned after 3 days of receiving. However, all cases should be reviewed and agreed upon by both parties.
During the process of using goods, when encountering any problem, buyer must notify and cooperate with seller by sending all clear and persuasive proof (videos, pictures, etc) showing the product’s problem if they wish to have a solution. We have the right to refuse to solve cases with no clear proof.
We do not accept “return and refund” if buyer themselves do use and take care of products in wrong way.
We only issue a refund when we have received the product sent by customers.
All returned orders must remain untouched, worn, tampered. Therefore, customers can’t send back products that have been used, worn, or tampered.
Customers will directly send the package back if they want to return the hair. All transactions fees, shipping fees, and customs fees are responsible by customers in all cases.
We will not be responsible for packages damaged by customers or lost packages on return.
We don’t allow customized orders (product inquiries that are NOT in our catalog provided by our sales representative or based on the pictures or videos sent by customers) to be refunded/returned or compensated.
In case any problem occurs, we have tried to assist but the buyer does not cooperate to resolve the problem, after 72 hours, the buyer will be responsible for any problem.
All orders can’t be returned or refunded after 7 days after receiving (tracked by DHL/UPS/Fedex tracking code).
If a customer cancels the order in the middle of the production process or after the order is finished without our approval, we have a right to take the customer’s deposit money to compensate for damages caused by customers.
II. RETURN POLICY
Step 1: We provide customers shipping details (location, phone number, shipping method, package notes)
Step 2: Customers give us videos and pictures showing clearly the product status and quantities and inform us about the product quantities through WhatsApp/email/ other Social network.
Step 3: Customers give us the shipment bill, tracking number provided by the shipping company they used.
Step 4: We inform customers when we have received the packages.
Step 5: We only issue refunds when we have inspected and confirmed that the product is intact
Buyer must pay all shipping cost (shipping fee, tax, custom fee) to our address.
Please DO NOT automatically return the package without confirmation from Seller because unfortunately, we cannot be responsible for lost returns.
III. COLOR/STYLE/QUALITY
We ensure 80-90% textures (styles, colors), accurateness for all products due to the fact that the hair in pictures, videos, and in real-life looks different.
Buyer understands that every item is a special item made to order, with specification to size, texture, quality, style and color which is a labor of love and time intensive. Buyer understands that Thanh An Hair uses only the highest quality natural human hair which is subject to the nuances of the medium. While Thanh An Hair shall endeavor to make each wig to the buyer’s exact and precise specifications, including but not limited to color, style and length, because Thanh An Hair uses only natural human hair, there can be slight variations in the color just as there would be if the hair were to be buyer’s own natural hair. The color can oxidize with time, just as human hair and should be understood in that context. The style can change slightly due to weather conditions, changes of season and all variables that affect human hair. As such Thanh An Hair reserves the right to charge buyer for any changes to color or length of an ordered item beyond three months post-delivery, subject to the Product Warranty.
In case the buyer suspects that our product is synthetic, the buyer must cooperate with us and provide testing video recording of the entire wig testing process according to our instructions.
IV. POPULAR INCIDENTS WITH SHIPMENT/PACKAGE
1. Losing the package
In case the package is missing, the seller needs from 3 – 30 days (depending on the transportation process) to check and investigate with the transportation company. During this time, the seller don’t accept refunds until problem are solved.
Case 1: The seller won’t accept a refund when a package is determined as successfully delivered by the transportation company with full proof.
The seller will not be responsible for compensation or other complaints if the buyer report the package as lost when the package is reported successfully delivered by the transportation company or third party.
Case 2: When a package is determined as a mistake of the transportation company:
- The package is still in Vietnamese territory: The seller will accept re-make order and resend it to the customers (same as the previous order and no extra fee).
- The package is no longer in Vietnam territory: We will not be responsible if the package has been shipped out of Vietnam. The customer will have to work with the shipping carrier on the package themselves. The buyer will still give their best support to find the package.
2. Receiving wrong product (size, styles, quality)/ damaged product/ lack of order
When you receive the items PLEASE TAKE VIDEO before and while opening the parcel/ package. Following our note below:
2.1. Video must be provided while unboxing/ unpackaging the items.
2.2. Pictures are not acceptable as proof.
We will not accept to return or refund if you don’t provide a full video during opening unbox your parcel.
V. SWITCH ORDER
By the time an order is placed, buyer will be asked to confirm all of the details regarding the hair length, texture, quality, quantity, etc. Consequently, we do not accept returns or exchanges for your selection of incorrect items, sizes, designs, addresses, etc.
Nevertheless, you can cancel your order immediately (within 24 hours since the order is placed), then place a new one of your choice.
If you have any questions about placing an order, please contact us so we can make sure you are satisfied with your purchase.
VI. CANCEL AN ORDER
When buyers place an order in advance, you can change the type and quantity of the goods or cancel the order within 24 hours from the time of successful payment.
We will refund 100% if you notify us within 24 hours from the time of successful payment.
After 24 hours to 72 hours, since the order is successfully paid, the order cannot be changed and if you cancel the order before receiving the goods, 20% of the total purchase value will be charged.
After 72 hours, since the order is successfully paid, the order cannot be canceled and buyer must accept the order.
(*) NOTICE:
We are NOT RESPONSIBLE if a package is undeliverable because of missing, incomplete, or incorrect destination information.
Please enter the correct shipping details when checking out. If you realize you have made an error, please contact Hotline/Whatsapp:+84 973 522 855 as soon as possible. However there is a 72-hour waitlist for call or message, therefore, if your order has left our warehouse within 72 hours, it is out of our control.
Thanh An Hair is NOT RESPONSIBLE for destination country tax and/or any duty charge that may incur. Customers will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country.
Thanh An Hair is NOT RESPONSIBLE for any Duties, Taxes, or Customs fees under any circumstances.
If the order arrives in your country and…
- The customer refuses to accept the package.
- The number of attempts are made in the country of destination to deliver the package.
Thanh An Hair reserves the right to abandon the package(s) and will NOT BE RESPONSIBLE for any refund.
Thanh An Hair respectfully thanks you!!!
