RETURN POLICY

1. Terms and conditions

The product does not match properties, color, design and size according to the order.

Technical faults originated from manufacturer.

The products must be new, genuine, not torn or cracked, and have no signs of use.

The product must have all stamps, labels and invoices.

The product is under return period.

Applicable to products purchased online (webshop and other e-commerce channels) and directly at Hamakyu Co., Ltd., we do not support orders purchased at other locations.

Not applicable to products in promotions and liquidation.

Customers can only return the product on the condition that Hamakyu EPP does not have another product of the same type (nature, color, design, size) to replace.

2. Time for exchange/ return request 

Product exchange period: 10 days for online orders and 7 days for direct orders at the company from the date of goods receipt.

Product return period: 07 days for online orders and 3 days for direct orders from the date of goods receipt.

If the above time limit is exceeded, we will not accept product exchange/return for any reason.

3. Period for return to customers

• 3.1 For online orders

Right after receiving your exchange/return product, we will evaluate the product and notify the customer of the results and solution for exchange/return within 3 to 5 days..

• 3.2 For direct order

Customers bring products that need to be exchanged/returned directly to the company on the invoice. Company staff will check the product status and provide solution right at the company. Staff at the company will give specific advice for customers to choose the best option.

4. Exchange/ return method

The product can be exchanged/returned one time only.

Please come directly to Hamakyu Co., Ltd. address as shown on the invoice (for customers in Hanoi).

For customers in other locations, please contact our hotline (+84) 243 862 6801 / Toll-free: 1800 64 67 90 or send your request to email webshop@hamakyu.com. After receiving confirmation from Hamakyu, customers pack the product with fully accessories (if any) and invoice then send to our office address at No. 33, Lot 2, Den Lu 1, Hoang Van Thu Ward, Hoang Mai District, Hanoi, Vietnam.

5. Refund method

    5.1 For exchanged products

If customer wants to exchange for another product whose price is higher than the old one, customer shall compensate the additional amount and if it is lower, the difference amount will not be refunded.

    - In case of online orders:

Hamakyu shall bear 100% of shipping fee if the exchanged product fully meets the conditions stated in Article 1.

In case the customer has already paid online, the different amount will be paid for the exchanged product (if any) by bank transfer or OnePay invoice link supplied by Hamakyu. 

The latest time to receive new goods is 7 days from the date that Hamakyu receives the exchanged product.

    - In case of direct orders:

In case the product is not defective but the customer still requests to exchange it, customer will be charged a fee of 10% of the total invoice.

In case the customer has already paid online, the different amount will be paid for the exchanged product (if any) in cash, by bank transfer or OnePay invoice link supplied by Hamakyu.

    5.2 For returned products

100% refund will be given if Hamakyu does not have another product to replace and the product must meet the conditions stated in Article 1.

Hamakyu will bear all shipping costs during return process.

In case customers have already paid online, they will receive refund no later than 30 days from the date Hamakyu receives the returned product.

Note: Hamakyu encourages customers to take photos of the product before exchanging/returning. Keeping the product will help customers as evidence if problems arise during the return process.