Return and Refunds


A. Cancelling or changing your order

If you would like to cancel or change your order (except customized order) before it is despatched or collected please contact us on… quoting your order number.

When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

If the product you received was damaged, incorrect or faulty item we will pay for the cost of returning the item (if the item was sent to you, rather than collected from the shop). Otherwise it is your responsibility to pay for the cost of returning the items and for any loss or damage to them in transit back to us. For this reason we recommend that you use a recorded delivery service.

A. Damaged, lost Items

If you have received a damaged or defective item, please contact the carrier and Reaching Out Vietnam immediately.
You must place a claim within 3 days of delivery to be issued a credit or for the replacement of damaged/defective items. We are sorry but we no longer assume responsibility for damaged/defective items after this period.

Whenever possible, open received goods in the present of an agent of the shipping company or carrier in order than goods damaged in shipment can be noted and a claim process initiated with the carrier. In the event an agent of the carrier is not present when you open the goods and you discover damage during shipping please take the following steps to initiate a claim with the carrier.

1. Take a photo of the damaged goods.
2. E-mail the picture to the shipper along with all the pertinent shipping information (the number of your invoice, packing list, tracking number and confirmation of delivery).
3. Request that the shipper process the claim.

The shipping insurer will usually suggest three options:

(1) Refund the cost of the product however; shipping and handling fees are non-refundable.
(2) Replace the product, shipped at their cost.
(3) Get a partial refund and keep the item.

Once the claim has been settled we will act on your choice of compensation in one week.

Replacement of damaged, lost items in transit is also made at the discretion of Reaching Out Vietnam. We are not responsible for lost packages for which delivery confirmation is provided by the carrier.

If you do not receive your order within five working days from the delivery date promised by the Reaching Out seller, please email us at [email protected]. Or you will apply for a full refund on time (= on-time delivery date + 14 days).

C. Wrong Items Sent

If you were shipped items that you did not order in place of your ordered items, please contact us immediately. If possible, send an electronic photo of the erroneously sent item. We will then ask you to send the item back to us. We will refund the cost of shipping for this and we will reship the correct items if they are available. If the items are unavailable, we will issue you a refund for your goods.

Refunds will be done through the same payment method that was used to pay for the items.

If you have any queries or need assistance, please contact our Customer Service.

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