Product Return & Exchange Policy

While Waiting for Your Order

If you have any questions about shipping information while waiting for your order, please feel free to reach out to our Hotline or Zalo at 0931.732.762 for assistance. Family Garden is committed to ensuring the best experience for customers who trust our products. We also offer a return/exchange policy with specific guidelines as follows:

Return/Exchange within 1 Day of Receipt

If you are unsatisfied with the product or would like to exchange it for another:

• For Customers in Ho Chi Minh City: Enjoy free exchanges at any of our official Family Garden stores.

• For Customers in Other Provinces: You will be responsible for the shipping costs from your location to Family Garden’s store. After receiving the original item, Family Garden will ship your preferred item, with all additional shipping costs covered by the customer.

Exchanges for Defective Products

If the product has defects such as packaging issues (e.g., torn or incorrect labeling on the website) or authenticity concerns, Family Garden will cover all shipping costs for the exchange.

Exchange or Refund for Incorrect Products

If the delivered product does not meet the specifications, or if you received the wrong item, you may request an exchange for the correct product or a 100% refund as soon as Family Garden receives the returned item. All shipping costs will be covered by Family Garden.

Non-Defective Returns (Change of Mind)

If you no longer wish to keep the product or no longer need it, but the product meets quality and condition requirements, a 20% restocking fee will be deducted from the refund amount.

Steps for Returning Products

1. Contact Us: Report the product issue to our team.
2. Visit or Send to Store: You may visit a Family Garden store to complete the return or receive a return form. Complete the form with all necessary information for the refund.
3. Return Period: Returns and exchanges are accepted within 5 days.

Non-Eligible Returns

• You want to change the product model or type without prior notice.
• Product damage was caused by incorrect use or handling that deviates from instructions.
• You signed to accept the product but later requested a return/exchange for external reasons (e.g., scratches, breaks).

Important: Please record a video when unboxing the product and send it to Family Garden via Zalo at 0931.732.762. This will ensure faster support if there are any issues like breakage or scratches.