RETURN / REFUND POLICY 

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1. Reasons for Accepting Returns  

   • Products are damaged due to manufacturing defects (technical malfunctions, design flaws, content issues, cracks, deformities, unusable, deviating from the manufacturer's published quality standards).  

   • Products are damaged during the shipping process to customers (breakage, fractures, deformities, leaks). 

   • Products are missing seals or security labels (if applicable). d. Products are delivered with incorrect quantities, types, information, and models compared to the order. e. Products are not consistent or complete as a set (if sold as a set). 

2. Return Conditions  
   2.1 Requirements for product returns: 

   • The product is confirmed by Southwall to fall under the category of "Accepted Return Reasons" listed above. 

   • The product is in its original condition (except for cases where the product is defective or damaged during transportation), with intact labels, original packaging, and sealed according to the initial specifications, showing no signs of prior usage. 

   • The product includes all accessories and accompanying items (if any). 

   • All necessary accompanying documents are provided, such as receipts, invoices, delivery notes.  

   • Complete the "Return Request" form provided by the Customer Service department. 

     2.2 Return period 

   • Unless stated otherwise in the product introduction on the Southwall website, customer Return Requests must be submitted to Southwall within 03 days from the date of receiving the product. 

   • The timing of the Return Request will be determined as follows: 

   • If the customer sends the Return Request via postal mail or courier: based on the receipt stamp from the postal service or courier. 

   • If the customer brings the Return Request directly to Southwall's company: when the staff receives the Return Request from the customer. 

     2.3 Return costs  
     For products returned due to Southwall's or the supplier's fault, customers will enjoy free return services and free delivery to the location specified on the return request form. 

3. Refund Regulations  
   In cases where the same type of product is no longer available in stock for replacement, or the customer no longer wishes to receive a replacement product, Southwall commits to refunding 100% of the payment made by the customer through the following methods: 

   • Refund to the customer's account. 

   •  

     Cash refund at Southwall's address (Customer Service Department). 
     
     Southwall will send the response to the Return Request to the customer via email within a maximum of 03 working days from the date of receiving the Return Request. If the customer's refund request meets the specified conditions, Southwall will process the refund within the following time frames: For cash refunds at the Company: Southwall will notify the customer to collect the cash refund within 5-7 working days. For bank payment methods: Southwall will complete the refund process to transfer funds to the customer within 5-7 working days. 

4. Return Methods  
   Customers can directly bring the items for return to Southwall's company at the following address: Southwall Vietnam Co., Ltd. Customer Care Department 194A Ly Thanh Tong Street, Hiep Tan Ward, Tan Phu District, Ho Chi Minh City, Vietnam. 
   
   Customers can also ship the items for return via postal mail or courier service. Please contact the Customer Care Department through email: info@southwall.vn or phone number 0937 32 68 66 for detailed instructions.