In business activities, it is inevitable that there will be errors, mistakes or incidents. With the desire to ensure the interests of customers, KQ TRADING has the following return and exchange policy:

1. Definition

– Exchange: This is an activity in which KQ TRADING will work with the supplier to exchange for replacement goods.

– Return: The activity in which the customer will return the goods to the supplier or return them to KQ TRADING in case of purchasing on behalf of another person.

2. Return policy

Cases for exchange or return:

• Wrong product and specification delivered.
• Goods expired upon receipt.
• Defective goods, not of declared quality.

Cases where goods cannot be exchanged or returned:

• Used, dirty, old or damaged goods.
• No complete invoices or documents.
• Promotional items.

a) In case of fault from the Supplier

In case the product/goods are defective from the supplier, KQ TRADING will collect the delivered product and exchange it for a similar product for you. All shipping costs will be paid by KQ TRADING.

In case the product/goods are no longer available or discontinued, KQ TRADING will refund 100% of the purchase cost that you have paid.

b) In case of error from KQ TRADING

When customers use KQ TRADING’s services such as ordering, counting, and transporting goods and there are incidents of damage, loss, or incorrect goods, we are fully responsible.

Specifically as follows:

• KQ TRADING will refund 100% of damaged or missing goods.
• Clearance of ordered products if wrong model or customer waiting to return to supplier.

c) Return goods according to customer’s request

In this case, the goods are normally not defective from the supplier or KQ TRADING service. However, if the customer wants to exchange for another product, KQ TRADING will still support (depending on each actual case). However, the customer must bear all shipping costs incurred.

3. Return and exchange process

– Time allowed to exchange or return goods:  Within 7 days from the date of delivery.

Step 1 : Customers contact KQ TRADING via hotline 0935.088.098 or information published on the website kqtrading.vn. Customers need to prepare full order information, product video, video of the shipment upon receipt,…

Step 2 : Receive and process complaints and the customer service department will contact you to find a suitable solution for each actual case. If the fault is KQ TRADING, we will compare to compensate the customer.

Step 4: You close the return item and proceed to return the item. The item will be sent to KQ TRADING’s warehouse.

Step 5 : KQ TRADING receives the goods and exchanges or refunds the customer.

Step 6: If the second received goods are correct or the customer has received a refund, KQ TRADING will end the complaint.