Please read the terms below carefully before submitting a return request.
1. Buyer Protection Commitment
Order not received
Order lost or delayed beyond the estimated delivery time without reaching the customer → 100% refund.
Defective / damaged in transit
Product defective from manufacturing, dented, broken, or leaking during shipping → replacement or refund.
Wrong / missing item
Received the wrong product, wrong size, or fewer items than ordered → correct exchange or refund of the missing amount.
Counterfeit / not as described
Product doesn't match its description, or is suspected not genuine → 100% refund after verification.
2. Return Conditions & Timeframes by Product Type
Similar to how major e-commerce platforms classify products, return timeframes and conditions at Phan Phong TV are applied by product group as follows:
| Product Group | Return Window | Conditions |
|---|---|---|
| Herbal Shampoo / Body Wash | 15 days | Seal intact, unopened, unused. If seal is opened, only returnable for manufacturing defects. |
| Natural / Health-support Essential Oils | 15 days | Dropper/spray cap seal intact, unused. If tried, only returnable for manufacturing defects. |
| Room spray / floor cleaner / car-hanging oils | 15 days | Seal intact, unused, no leakage upon receipt. |
| Essential oil diffusers (electronics) | 15 days | Technical fault/won't power on upon first receipt, with full box and accessories, and an unboxing video showing the defect. |
In addition, regardless of product group, every return must meet these general conditions:
| No. | Condition | Details |
|---|---|---|
| 1 | Timeframe | Within 15 days from the date the customer receives the order (based on the carrier's successful delivery time). |
| 2 | Product condition | Product still has its original seal and labels, unused, unopened seal (if any), with full box, packaging, and accessories as received, except in cases of manufacturing defects. |
| 3 | Proof upon receipt | Returns are only accepted with unboxing photos and video recorded at the moment of receiving the package, clearly showing the product's condition/defect. |
| 4 | Valid reason | Falls under one of the 4 Buyer Protection cases in Section 1: not received, defective/damaged, wrong/missing item, or counterfeit/not as described. |
3. Return & Refund Process
Submit a request
Contact us within 15 days of receipt, with your order code and unboxing video/photos.
Request confirmed
Phan Phong TV verifies the information and confirms validity within 24–48 working hours.
Ship the item back
Pack and send the product to the address provided. Return shipping caused by a Phan Phong TV error will be reimbursed.
Replacement / Refund
Once the returned item passes inspection: a new product is sent (2–3 days) or a 100% refund is issued (3–5 days).
4. Information Needed for a Refund
Phan Phong TV issues refunds via bank transfer. To speed up the process, please provide accurately:
- Full name of the bank account holder.
- Bank account number.
- Bank name and branch (if any).
Phan Phong TV is not responsible for delayed or misdirected refunds caused by inaccurate information provided by the customer.
5. Other Notes
- Return shipping costs for returns caused by a Phan Phong TV error (wrong item, defect, shipping damage) will be reimbursed by Phan Phong TV.
- For returns based on personal preference (not a product fault), please contact us directly for specific advice on any applicable costs.
- For any questions about our returns and refunds policy, please contact Phan Phong TV through our official channels on the Payment & Contact page for the fastest support.