Refund and Returns Policy

We offer returns 14 days max after the customer receive the package. 

For any defective products, please contact us as soon as you receive the item. If your item meets one of the following conditions, we will refund or reship your order at no cost in the following cases:

  •  The product itself is flawed
  •  Design error: wrong design compared to information provided on our site
  •  The following information of product is not the same as the order: type, size, color …

What should you do?

For any request, you need to report to us within 14 days since you get your items. Please provide us following informations to our support email: [email protected]nguyenlist.com

  1. Your order/invoice ID
  2. In case you get wrong item/ damaged item please send us a picture of the item you received.

If the request is approved by our team, the refund is expected to be arrived in 2-3 business days. It is expected to be arrived in 2-3 business days. Or we will reship a new item to you in high priority.

Returns

The customer hold the right to return  when the following requirements are met:

  1. a) The nguyenlist tag must not be removed. Once the tag has been removed, all returns will be voided.
  2. b) The customer holds the right to open the package and check the contents. All products must be returned in their original and unused state. When traces of usage are visible, returns will be voided anytime.
  3. c) The product must be in original and brand-new state including tags, box and extras if applicable.
  4. d) All sales on Special Release Items are final. No returns or cancellation. Special Release items are marked with: ‘Special Release’.
  5. e) Businesses are not able to return goods.

If you receive the item is as described, but you still want to return it:

To make a return please e-mail us or Contact Us Page. The package has to be received by nguyenlist within 14 days after delivery. Please check with your local shipping company for the duration of shipping. Send the package double-boxed via registered mail. nguyenlist is not responsible for any loss during the shipment.
Customers must send the package exactly how they received it in mint condition, then send us the receipt and tracking number of the shipment and we will issue a refund.

The return shipping cost will be paid by the customer.

Please be informed that a management, processing, transaction and restock fee (35% of your total order value) will be applied for the return. Once we received your return, we will issue a partial refund to you after deducting the above fees.

If you receive the wrong or defective items, there is no need to return them to us. 

Please Note: We do not process a refund, reship in the following cases:

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested); and
  • Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country’s customs, being delayed by a natural disaster, showing “delivered” in the tracking system, having been shipped into your mailbox but gotten lost).

Cancel (if applicable)

After making a purchase, customers have 24 hour to request cancellation. Please be informed that a management, processing and transaction fee (20% of your total order value) will be applied for the cancellation. It is not always possible to stop an order from being dispatched.

If the customer decides to cancel the order, which has already been dispatched, the customer needs to return the product within 14 days after receiving the order. Please be informed that a management, processing, transaction and restock fee (35% of your total order value) will be applied for the return.

Refund:

Refunds will be issued to the customer as follows:

  • If the return matches our requirements, it takes up to 10 business days before you can expect the reimbursement.
  • Payments will be reimbursed with the same payment option the customer used.
  • Orders paid with gift cards will be reimbursed with a giftcard worth the same amount.

For Paypal Account: up to 10 business days.
For Credit Card: up 3~5 business days.

Exchanges

We do not offer exchanges/returns for size unless it is our fault for sending the wrong-size items. For other reasons like printing problems, we will take care of them all for you. Please contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorize you to do so.

Late or missing refunds (if applicable)

If you haven’t received a refund yet:

  • Firstly check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Thirdly, contact your bank. There is often some processing time before a refund is posted.
  • Finally, if you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]nguyenlist.com