Returns and Exchanges Policy
The Return and Refund Policy applies only to customers who provide complete purchase information through www.stellahealthcare.com.vn and whose return or exchange requests are deemed valid under the applicable policy.
1. Return and Exchange Conditions
1.1. Returns upon delivery
If the Customer discovers that the shipping label contains incorrect recipient information, please refuse the shipment at the time of delivery.
1.2. Returns after delivery (applicable after payment has been made)
If you have accepted the delivery and completed payment to the shipping carrier, please record a continuous video while opening the package. You may request a return or exchange provided that sufficient evidence is submitted showing the condition of the package and product at the time of unboxing.
We reserve the right to request additional evidence if the initial video or images are unclear, do not adequately show the condition of the product upon receipt, or appear to have been edited or altered.
1.2.1. Eligible cases for return or exchange
Returns and exchanges are accepted only for products with defects attributable to the manufacturer and will be processed in accordance with the applicable product return policy. We regret that we are unable to accept return or exchange requests for circumstances other than those listed below.
Eligible cases include:
- The product packaging is torn, broken, damaged, or otherwise compromised during transportation.
- The product shows quality defects, such as discoloration, inconsistent color, excessive powder residue in tablet or capsule products, or phase separation in liquid suspension formulations.
- The product received does not match the product description or shows signs of prior use.
- An incorrect product was delivered.
- The shipment is incomplete or items are missing compared with the confirmed order.
2. Refund Method
For returns involving defects affecting the entire order, we offer a full refund either by bank transfer or through the customer's original payment method.
For returns involving defects affecting only part of the order, we provide a replacement for the affected product(s) rather than a refund.
3. Return Procedure
Customers must notify us of any issues with their order within 24 hours of receiving the shipment (excluding Saturdays, Sundays, and public holidays).
We reserve the right to decline any product-related claims submitted after this notification period.
To ensure that your return request is processed successfully, please follow the steps below:
3.1. Visit www.stellahealthcare.com.vn or contact our Customer Service Hotline to obtain a “Return Request Form”. After completing and submitting the required information, our Customer Service team will review your request and respond within 72 hours to confirm whether your return is eligible.
3.2. If your return request is approved, please follow the return instructions provided by our Customer Service team and arrange for the product to be returned within the next 48 hours using the designated return method.
3.3. Please send the returned product in accordance with the instructions and to the return address provided by our Customer Service team as followed:
KHUONG DUY PHARMACEUTICAL JOINT STOCK COMPANY
Address: NN1–NN1A Bach Ma Street, Ward 15, District 10, Ho Chi Minh City, Vietnam
Hotline: (+84) 28 3863 2083 / (+84) 86 269 1088
Return Shipment Information: Customer Name + Phone Number + Return for Order No. XXXXXX
3.4. If we do not receive the returned product within 10 days from the date your return request is approved, we reserve the right to reject any further claims and will consider that you have withdrawn your return request.
3.5. Upon receipt of the returned product, we will inspect it to verify that it meets the return eligibility requirements set out in Section 4. You will receive an update on the status of your return through the account used to place the order within seven (7) business days.
3.5.1. If the returned product satisfies all applicable return conditions, the refund will be processed by bank transfer within 5–15 business days.
3.5.2. If the returned product does not meet the applicable return requirements, we will contact you to discuss the next appropriate course of action.
4. Eligible Returns
Each return request will be assessed on a case-by-case basis. To facilitate timely processing, Customers are requested to ensure that all information provided in the Return Request Form is complete and accurate, so that www.stellahealthcare.com.vn can assist you with your return as efficiently as possible.
4.1. Conditions for an Eligible Return
A returned order will be considered eligible if all of the following conditions are met:
- The returned product matches the description provided in the Return Request Form and remains in its original condition as received.
- The complete order is returned, including all purchased products and any promotional gifts or complimentary items (if applicable).
- Each order is eligible for one (1) return request only.
4.2. Ineligible Returns
A return request may be rejected under any of the following circumstances:
- The required return information has not been provided, or the information submitted is incomplete or inaccurate compared with the details provided in the Return Request Form.
- The returned product is not received within 10 days after we approve the Return Request.
- The returned shipment does not correspond to the information provided in the Return Request Form, such as missing products, promotional gifts, or other items included in the original order.
- The returned product fails to meet the return eligibility criteria specified in Section 4 following our inspection and verification process.
5. Refund Processing
If the returned product meets the return eligibility requirements set out in Section 4, your refund will be processed by bank transfer within 5–15 business days from the date your return is approved. This processing period excludes Saturdays, Sundays, and public holidays.
If the returned product does not satisfy the return eligibility requirements set out in Section 4, we regret that we will be unable to issue a refund. Please contact the Customer Service Team at www.stellahealthcare.com.vn for any product-related concerns other than those listed above to ask for further assistance.
Seller and Customer Obligations in Each Transaction
1. Seller Responsibilities
- Supplying products of the agreed quality and quantity: Ensuring that all products supplied conform to the descriptions, specifications, quality standards, and quantities stated at the time of purchase.
- Delivering orders on time: Delivering products to the agreed delivery address within the estimated timeframe and in accordance with the agreed terms and conditions.
- Providing the necessary documentation: Supplying all relevant documents, including invoices, shipping documents, and any other documentation relating to the ownership or lawful distribution of the products, where applicable.
- Protecting Customers' legal rights: Ensuring that the products supplied do not infringe the lawful rights of any third party, including intellectual property rights.
- Resolving product issues: Taking appropriate corrective action, including repair, replacement, or return, where products are defective or do not conform to the agreed specifications, in accordance with the applicable Return and Refund Policy.
2. Customer Responsibilities
- Making timely payment: Paying the full order amount using the selected payment method within the applicable payment period.
- Accepting delivery as agreed: Receiving the order at the agreed delivery time and in accordance with the applicable delivery terms. Upon receipt, Customers should inspect the shipment by recording a continuous video while opening the package and taking photographs of the product's condition immediately after delivery.
- Reporting product issues promptly: Notifying us as soon as possible if any product is found to be defective, damaged, incorrect, or otherwise inconsistent with the order, so that the matter can be handled in accordance with our applicable policies.
- Providing accurate information: Supplying complete and accurate information, including delivery address, contact details, order information, and payment details, to facilitate the timely and accurate processing of the transaction.
