Refund and exchange policy
RETURN AND EXCHANGE POLICY AT AN NHIEN AGARWOOD CO., LTD.
To help our valued customers feel confident in choosing products from An Nhien Agarwood Company, we would like to inform you of our detailed PRODUCT RETURN AND EXCHANGE POLICY as follows:
- RETURN AND EXCHANGE CONDITIONS
The system accepts exchanges and returns within the specified time frame and in accordance with the exchange and return policy.
– For the incense product group :
+ Incense sticks made from agarwood do not guarantee a natural fragrance, causing discomfort to users (compare with samples of products sold publicly).
The product packaging and specifications do not match the publicly available information.
– For the category of Agarwood handicrafts , including: Agarwood bracelets, prayer beads, and agarwood ornaments:
+ If counterfeit, fake, substandard, or products of unknown origin are discovered.
+ Failure to fulfill commitments, and inaccurate product information.
– For the Incense Burner category : including types made from wood, ceramic, and metal:
+ Damage occurs during transportation to the user.
The product is faulty or not functioning correctly as per specifications.
– For the group of incense products : agarwood powder, agarwood chips, agarwood incense for home fumigation:
+ Returns/exchanges will be processed after verification with the company’s sample.
- RETURN AND EXCHANGE PERIOD
Calculated from the date of purchase (at stores within the system) or the date of receipt (when purchasing online).
| Product group | Include | Return period | Decision |
| Agarwood incense | All types of incense sticks | 3 days | The allowed consumption is 2 pieces/box. Any quantity used in excess will be deducted from the selling price. |
| Agarwood handicrafts | Agarwood bracelets/bead necklaces, Agarwood ornaments | 7 days | At the time of exchange/return, each agarwood bead must retain its original surface as at the time of purchase, without deformation, patching, changes in texture, or altered weight. |
| Incense burner | Made of ceramic, wood, and metal. | 1 day | |
| Incense burning | Agarwood powder, agarwood chips, | 3 days | The allowed consumption is 2 pieces/box. Any quantity used in excess will be deducted from the selling price. |
| Promotional products | Depending on the program | Not applicable |
- RETURN AND EXCHANGE PROCEDURE
3.1/ Cross-exchange policy applies across all An Nhien Agarwood stores:
Customers can exchange or return items at any store in the system, whether purchased in-store or online, except for orders placed at An Nhien Agarwood Authorized Dealer Stores.
3.2/ Market Place (An Nhien Agarwood products sold on Market Place websites):
+ According to the return policy of Market Place websites (Lazada; Tiki; Shopee,…)
Please contact Market Place Customer Service for detailed instructions.
Note:
Product RETURN cases:
Customers have the right to return products and receive a 100% refund in cash at the An Nhien Agarwood store or via bank transfer if purchased online.
Note:
– Online: (Customers send images or products to the online warehouse)
+ For products with manufacturing defects: all return shipping costs will be covered by Tram Huong An Nhien.
+ Another reason: all shipping costs are paid by the customer.
- For any questions about the program, please contact:
- Customer service hotline: 0906.365.839
- Website: tramhuongannhien.vn
- Email: tramhuongannhien@gmail.com
- Fanpage:Â Â https://www.facebook.com/tramhuongannhien/
- Address of An Nhien Agarwood Shop
- 92 Le Tu Tai Street, Ward 4, Phu Nhuan District, Ho Chi Minh City
- 997/50 Binh Duc 2, Binh Duc Ward, Long Xuyen City, An Giang Province
- 301 Tran Hung Dao Street, Ke Sat Ward, Binh Giang District, Hai Duong Province
- CC Bau Cat 2, Lot M, Ni Su Huynh Lien Street, Ward 10, Tan Binh District, Ho Chi Minh City