Refund Policy

Sulwhasoo values the trust of customers when purchasing products at Sulwhasoo.vn. Sulwhasoo commits that the products delivered to customers are new, ensuring quality and 100% genuine. At the same time, the products will be packaged and ensured to be intact when delivered to customers.
Orders are accepted for return under specific conditions:

1. Return and refund conditions:
1.1 Direct payment COD: If you notice that the package shows signs of being wet, torn, dented, not intact, or has incorrect recipient information, incorrect product/promotion. Please refuse to accept the package at the time of delivery.
1.2 Already paid in advance (ATM/Visa card, or by other means): You have the right to request a return when opening the package and discovering one of the errors below:
- The product is damaged, torn packaging, or broken during transportation.
- The product was delivered incorrectly, missing accessories, and missing accompanying gifts.
- The product was delivered incorrectly, with the wrong item or color compared to the order.
- Promotion does not match the information.

2. Return and Refund Instructions:

Step 1: Within 24 hours after receiving the goods, customers are kindly requested to file a complaint via Live Chat or contact the hotline 0865 000 770 to reach the Customer Care (CSKH) department. Within 72 hours, the CSKH department will process and respond regarding the validity of the return request.

Step 2: If the return request is valid, within 72 hours the delivery department will contact to collect the exchanged/returned product from you.

Step 3: From the time the product recovery department receives the product. Within the next 3-5 working days, you will receive your goods back. In the case of a refund, it will be processed within 7-15 days depending on whether you paid by ATM/Visa card or other payment methods.

3. Note:

* Products purchased through this website can only be returned via the website and not through any other Sulwhasoo store.

* Returned products/promotions must be in their original packaging and unused.

* If you have difficulty registering for a return, please contact customer service via the Live Chat tool or call the hotline at 0865 000 770.