Return Policy

1. General Provisions

This policy applies only to orders placed and paid for on the Matin Kim Vietnam website.

• Applies only to exchanges/returns for orders purchased on the matinkim.vn website.
• Does not apply to exchanges/returns for website orders at the store system.
• Each product in an order may only be exchanged/returned once within the specified timeframe.
• After an exchange, the product is no longer eligible for the exchange/return policy, except in cases where the product has a manufacturer defect.
• The exchange and return of goods will be subject to the Product Exchange - Return Policy clearly specified on the Matin Kim Vietnam website. The price when exchanging a product will be based on the price/promotion program at the time of purchase.
• Matin Kim Vietnam reserves the right to assess the condition of products for exchange/return/defect before carrying out any repairs or product exchanges.
• Matin Kim Vietnam reserves the right to amend the website's policies and terms regarding promotional items and special programs at any time.
  

 

2. Product Classification

2.1. Full-priced products

These are products sold at the current listed price on the website matinkim.vn and are not subject to any discounts, offers, or discount codes (excluding discount codes / Vouchers with a value of 100,000 VND or less) or any promotional formats at the time of purchase.

2.2. Discounted/Promotional products

These are products sold at a price lower than the initial listed price or those subject to any form of offer from Matin Kim Vietnam, including but not limited to: direct discount programs, discount codes, vouchers, offers under promotional programs, or other discount programs.

 

3. Exchange/Return period

3.1. Product exchange

• Full-priced products: Can be exchanged for the same or a different product code within 15 days.
• Promotional/discounted products: Can only be exchanged for the same product code within 7 days.

3.2. Product returns

• Applicable to full-priced products if the customer changes their mind within 15 days from the date of purchase.
• Applicable to products with technical defects caused by the manufacturer within 30 days.
• Not applicable to promotional/discounted products – customer changes their mind.
• Not applicable to accessories/gifts.

Note: Bag products can be exchanged if they meet all the conditions for product exchange.

4. Exchange/Return conditions

Products are only accepted for exchange/return when they meet all the following conditions:

• The order is verified and has purchase information on the website matinkim.vn.
• The product has not been used.
• The product still has its original stamps/labels attached.
• The product is not damaged, deformed, or faulty due to the customer's use or storage process.
• The product meets the exchange/return time limit according to regulations.

Exchanges/returns are NOT applicable to:

• Products that have been used, unless the product is determined to be faulty by the manufacturer/warranty.
• Products that are no longer intact with seals/tags, unless the product is determined to be faulty by the manufacturer/warranty.
• Products that are damaged or faulty due to the user's storage or transportation process.
• Gifts and products included in promotional programs.
• Accessories, including: wallets, hats, belts, gloves, socks, hair clips, glasses, phone cases, and underwear.

 

5. Product exchange/return process

If you have any exchange/return requests, please submit your request via the Request Form via email or the Zalo channel for faster support. Our Customer Service department will contact you to assist you as soon as possible.

5.1 Product Exchange Cases:

Once the product exchange request is confirmed as valid, Matin Kim Vietnam will simultaneously proceed to collect the old product and deliver the new product to you via our shipping partner. For product exchange orders, the co-inspection procedure of the collected product between you and the shipping partner is one of the mandatory conditions when you receive the exchanged product.

The shipping partner Nhat Tin has the right to co-inspect the product and refuse support if the product you are returning does not meet ONE OF THE FOLLOWING conditions:

• The order code matches the order information on the website matinkim.vn.
• The product must have the original seal/tags attached to the product (except in cases where the product has been used and no longer has the seal/tags, but a manufacturer defect has occurred).
• The product's barcode must match the information of the previously purchased product.
• Use a cardboard box to package and protect the product when returning it to the shipping carrier.
• The product must come with its original authentic product box included.

Note:

a) In cases where the product size needs to be exchanged, Matin Kim Vietnam will assist you in exchanging it for another product. If the product you wish to exchange has a higher value than the original product, please pay the price difference. Conversely, you will not be refunded any remaining amount if the exchange product has a lower value than the original purchase.

b) In case of exchanging for a different color version of the same product line, please carefully check the price of the color code you wish to exchange for at that time. Notably, during promotional periods, discount prices and promotions will NOT APPLY UNIFORMLY to all color versions of the same product line (as each color may be launched at different times according to the brand's marketing strategy...). This may lead to situations where you may need to pay the price difference when exchanging for a color code not included in the promotion.

5.2 Product Return Policy:

All return requests must be reviewed and approved by Matin Kim Vietnam before execution to ensure that the requests are handled appropriately.

Matin Kim Vietnam will proceed to collect the goods to be returned to the warehouse, after which the Warehouse department will inspect the condition of your returned product. If the product meets the requirements stipulated in Article 2, Matin Kim Vietnam will refund the order value in one of two ways: e-voucher refund for discounted items or cash refund for full-priced items (see Article 4 for details on refund timing and methods).

Cases eligible for product returns include:

• You purchased full-priced items.
• The product is out of stock in your size and you cannot find another product you are satisfied with: the product will be accepted for return to the warehouse, and at the same time, Matin Kim Vietnam will issue an e-voucher equivalent to the product value for you to use in the future. (The e-voucher is only applicable on the matinkim.vn website, NOT applicable at the physical store system).
  
  

6. Exchange/Return Costs

Matin Kim Vietnam provides free two-way exchange/return support for orders containing defective products from the manufacturer.

For other exchange/return cases, shipping costs will be applied according to the policy in effect at the time of processing the request.

For assistance, please submit a request to the Customer Service Department. Upon receiving your information, we will guide you through the next steps to complete the product return/exchange process.

Note: Customers are required to use the shipping carrier specified by Matin Kim Vietnam for all return/exchange cases. Do not use other carriers on your own to avoid errors that may affect Matin Kim Vietnam's order control process.

 

7. Refund period and methods

Once your order cancellation and return request has been verified by Matin Kim as valid, the payment value and related benefits will be refunded in the following ways:

7.1 Refund

	Home delivery
Applicable conditions	Includes 2 cases:- Cancellation upon request or failed delivery.- Returns - Applicable to full-priced products.
Refund method	If the original payment method was: Online: Refund via the payment gateway to the original account (bank/e-wallet) you used. COD: Refund to the bank account provided by you after the return request is approved.
Refund time*	If the original payment method was: Online payment gateway (OnePay/ZaloPay): 7–14 working days. COD: 10–30 working days (depending on the bank).

(*) Refund time is calculated from the moment the goods return to the warehouse and the quality inspection process for restocking is completed.

 

7.2 E-Voucher Refund

	Home delivery
Conditions of application	The order has been delivered successfully, followed by a return request. The returned product meets 1 of the 2 following conditions: 1. The product was discounted. 2. The order used a Gift Voucher or a discount code.
Method of refund	Once the returned product is confirmed to meet all requirements, Matin Kim will send 01 E-Voucher with a value equivalent to the amount paid via the purchase email.
Refund time	From 1 to 2 business days.

 

Note:

• The E-voucher is valid for 3 months and is only applicable on the website, NOT applicable at physical stores.
• The E-voucher refund time is calculated from the moment the goods return to our warehouse and the quality inspection process for restocking is completed.