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CODE: CQ0259
In case customers need to exchange purchased products, please read carefully the exchange policies for each brand below. ASH Vietnam Company Limited only supports exchange for products traded online on the website www.Ash.vn.
- Exchange period
Within 15 days from the date the customer receives the product (excluding Saturday and Sunday) until ASH Vietnam Company receives the product back (based on the postmark).
Return/Exchange Location
For specific instructions on return address, customers please contact with us :
Switchboard: (+84) 988 423 453 (from 08:30 to 17:30 every day except Saturday and Sunday)
E-mail: hello@ash.vn
Fanpage: https://www.facebook.com/www.ash.vn
Zalo OA: https://zalo.me/ashvietnam
Return/exchange policy content
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Conditions on the status of returned goods/products:
- Product has not been used, has not been washed/ironed, and has no strange odor.
- Product must have intact labels, box/product packaging (if any).
- Customers must provide full documents/invoices for purchases on the website. www.Ash.vn.
- Goods are not damaged during storage or transportation by the user.
- Returns are not applicable for products purchased during the discount program.
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Return Policy
- Products with manufacturer defects such as peeling, fading, or not fitting the right size will be supported to be exchanged for a similar product, only applicable when the customer has not used the product and discovers a defect upon receipt.
- VExchanges can only be made in the form of size and color changes within the same product code. In case the product the customer wants to exchange is out of size/color, the Customer Service Center is responsible for consulting other products so that the total exchange value is equal to or greater than the value that the customer has transacted. The excess money of the product if the customer exchanges for a product with a lower value than the original product paid will not be refunded.
- Each full priced product can only be exchanged 01 time only. In case the customer has exchanged the product and continues to encounter objective problems with product defects, manufacturer errors, wrong images, and the customer no longer needs to exchange the product, we will proceed with a refund according to the company's process.
- ASH Vietnam Company reserves the right to assess the condition of the returned/defective item before making any repairs or exchanges.
- After the company has assessed the product, in case the product does not meet the conditions for exchange/return, we will refuse the exchange/return transaction and contact the customer to receive the product back or support the customer to deliver the product to the customer's address (in this case, the customer will bear the shipping costs).In case the customer does not accept the return of the product, or does not pay the shipping fee, the product will be returned to ASH Vietnam Company at the sending address and ASH Vietnam Company will have full authority to decide on this product.
- In case of exchange/return due to manufacturer error or ASH Vietnam company error, customers will receive free shipping.
- In case the exchange is not due to product defect but due to customer demand, the customer will bear the shipping cost of the exchanged goods from ASH Vietnam company.
- ASH Vietnam Company reserves the right to amend the website's policies and conditions for promotional items and special programs at any time.
- Return and exchange policy ARE NOT Applicable to: Underwear, Accessories (Socks, Hats, Gloves, Gloves), Swimsuits, bras, swimming trunks or products included in the promotion program, promotions, discounts, gifts.
- Return/Exchange Method
Customers can exchange/return goods directly at ASH Vietnam's office - Customer Care Department or via express delivery service.
Notes when sending packages via delivery service:
- ASH Vietnam Company is not responsible for the integrity and completeness of the goods inside the package when the customer sends it via delivery service.
- Customers need to pack carefully to ensure that goods are not lost or misplaced.
- Customers should take photos of the product and package before exchanging/returning the item. Storing the photos will help to better resolve problems that arise during the exchange/return process via delivery service.
- If you need to change color/size/other product with the same or higher price than the ordered product, please notify us. within 2 hours of placing an order on the website for fastest return support.
- Shipping costs when exchanging goods:
- Errors arising from the customer (for example: customer orders the wrong size, wrong color, wrong model,...) → customer will bear all the exchange fees
- Errors arising from ASH → ASH will bear all costs of exchanging goods.
- Objective errors do not originate from the customer and ASH → The customer bears the cost Return shipping, ASH will cover the cost of exchanging a new product for the customer.
Step 1: Customers determine the need to exchange/return goods. Contact ASH Vietnam's customer service to make a request.
Step 2 : Transfer the product to be exchanged/returned:
- Method 1: Using the shipping unit: the customer prints the Return/Exchange Request Form and sticks it on the package and sends it to the Customer Care Center or the store system with details printed on the delivery note.
- Method 2: Customers bring the product directly to the Customer Care Center at the address provided.
Step 3: Review the condition of the product to be exchanged/returned:
ASH Vietnam's QC staff will evaluate the product condition to see if it is within the above mentioned product condition regulations.
Step 4: Confirm exchange/return
- In case of not accepting the exchange/return: Store staff or customer service department will notify the customer about the product status and proceed to return it to the customer.
- In case of return approval: Customers will be refunded/or given a coupon corresponding to the amount paid after we confirm that the goods meet the conditions for product exchange/return.
- Errors arising from ASH → ASH will refund 100% of the product price + shipping fee that the customer paid when placing the order.
- The objective error does not originate from the customer or ASH and the customer cannot find a replacement product → ASH only refunds the goods.
- Refund coupon: After confirming that your returned product is eligible for refund, ASH Vietnam Company will send you a coupon code with a value equivalent to the value you purchased to continue shopping on the website. www.Ash.vn via your personal email with the terms and conditions of use and the coupon's expiration date. Coupon redemption time is 2-3 business days.
- Refund via Domestic ATM, Visa, Mastercard, JCB cards: If you have paid via online payment gateway, we will refund via the original card number you used to pay. Refund time is from 10-15 working days.
- Refund via personal account number: If you pay by cash, we will refund you via the bank account you provide. Refund time from 10-15 workday.
I. DELIVERY SCOPE REGULATIONS
www.Ash.vn Delivery service to customers nationwide, except for the following areas:
| Conscious | District |
| Danang | Hoang Sa District |
| Hai Phong | Bach Long Vi Island |
| Khanh Hoa | Truong Sa District |
| Kien Giang | Bac Ai District |
| Ninh Thuan | Con Co District |
(*) In cases of epidemics or force majeure at the time of occurrence, the regulations of the state management agency in the delivery area may change according to the regulations of the state management agency arising in this area. www.Ash.vn right to refuse delivery.
(*) Orders will be delivered to the customer's home, except in cases such as: restricted office areas, apartment/high-rise areas (only delivery at the foot of the building) or inside restricted areas (military areas, borders, etc.).
II. REGULATIONS ON CHECKING GOODS DURING DELIVERY
In order to meet the needs and protect the maximum interests of customers when using the service, we implement a policy to support the viewing and checking of goods upon delivery. Customers must conduct a preliminary inspection upon receipt and sign the joint inspection report (if any). When receiving goods from the delivery staff, customers can open the sealed container of the goods. www.Ash.vn to check the goods (quantity, color, condition, type, size...).
Note: the test will Are not includes product testing and in-depth examination of product details.
If the delivery staff does not perform the joint inspection, the customer can refuse to receive the product at that time.
Customers are REQUIRED to pay shipping costs if they refuse to receive the goods after inspection for "Express" delivery.
Customers should make the most of the above benefits before receiving the goods to receive the best support in all situations if a return request arises.
III. DELIVERY TIME REGULATIONS
Delivery service time:
Delivery service during business hours from Monday to Saturday (except Sundays and holidays).
| Area | Standard Delivery |
| Intra-provincial | 3-5 business days |
| Local | 3-5 business days |
| Inter-regional (between 3 cities Ho Chi Minh City, Hanoi and Da Nang) | 3-7 business days |
| Inter-regional (from 3 big cities HCM, Hanoi, Da Nang to other cities in other regions) | 5-7 business days |
(**) Details of inner city and suburban division: depending on each shipping service provider, there will be different ways of dividing inner city and suburban division.
In Hanoi:
- Inner city area: Ba Dinh, Bac Tu Liem, Cau Giay, Dong Da, Ha Dong, Hai Ba Trung, Hoan Kiem, Hoang Mai, Long Bien, Nam Tu Liem, Tay Ho, Thanh Xuan districts.
- Suburban areas: Ba Vi, Chuong My, Dan Phuong, Dong Anh, Gia Lam, Hoai Duc, Me Linh, My Duc, Phu Xuyen, Phuc Tho, Quoc Oai, Soc Son, Thach That, Thanh Oai, Thanh Tri, Thuong Tin, Ung Hoa districts.
In Ho Chi Minh City:
- Inner city area: District 1, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12 Tan Binh, Binh Tan, Tan Phu, Phu Nhuan, Binh Thanh, Go Vap, Thu Duc City (old District 2).
- Suburban areas: Nha Be District, Cu Chi District, Hoc Mon District, Binh Chanh District.
- Remote areas in the South: Can Gio District.
In other provinces and cities: depending on the scope of the delivery unit.
IV. DELIVERY FEE REGULATIONS
- Shipping rates will be displayed accordingly on each order based on product type and product weight.
- Standard shipping rates range from 30,000 to 100,000
- For express orders, shipping fees are calculated based on actual COD, delivery location and volume of goods. ASH will quote via phone or customer care chat channel for customers who want to choose express method.
- For same-day urgent delivery orders via Grab Bike, ASH only supports Ho Chi Minh City and neighboring provinces such as Binh Duong, Long An, etc. ASH does not support areas too far from Ho Chi Minh City. Customers will pay for delivery costs via Grab Bike.