With the aim of ensuring service quality and providing customers with the best shopping experience, as well as ensuring customer satisfaction, GUO would like to inform our valued customers of the detailed RETURN & EXCHANGES POLICY as follows:
PRODUCT RETURNS
1. Due to company errors such as packaging, products showing signs of abnormalities, shipping, and billing errors
+ Packaging errors: Damage occurring externally to the product, such as breakage or spillage during transportation.
+ Products showing signs of abnormalities: Long-distance transportation or high humidity conditions may lead to damage products. If any abnormality is noticed, customers are requested to contact GUO within 24 hours of receiving the goods, accompanied by videos and images for GUO’s assessment and immediate support in case of damage.
+ Due to shipping: Sometimes, due to difficult routes, deliveries to you may take longer. GUO will endeavor to push the shipping units for the fastest possible delivery. Estimated delivery times are as follows:
Northern region of Vietnam: 3-5 days for delivery
Southern region of Vietnam: 1-4 days depending on the area
Within Ho Chi Minh City: 1-2 days depending on the area
Delivery times may vary by 1-2 days depending on conditions on the shipping route. If the goods are not received within the expected time frame, GUO can assist in changing the delivery address if the customer want to changes location. (This situation is rare as shipments typically proceed smoothly under normal conditions.)
+ Due to incorrect billing and delivery errors: Despite efforts to minimize errors during inventory and packaging, mistakes may still occur. Therefore, if the received goods do not match the order, customers are requested to provide video evidence upon receiving the goods and notify GUO within 24 hours. GUO will resend the correct product and retrieve the incorrect one. (For incorrectly shipped products, customers are requested to keep them intact, without opening the seal, for further inspection.)
2. Due to allergic reactions during use
GUO is willing to exchange products for customers experiencing allergic reactions within 3-5 days of use. If there are any signs of suspicion of an allergic reaction to our product, please contact GUO via the inbox on the fan page and provide images for GUO’s consultants and advisors to assess the skin condition and determine whether it is an allergic reaction or common side effects of product use. Appropriate support options will then be provided.
Upon assessing the case, if the customer is found to have an allergic reaction, GUO regrets the inconvenience and understands that although the products are natural ingredients and safe, they may not be suitable for some skin types or conditions. Therefore, GUO will refund according to the policy and retrieve the product.
REFUND PERCENTAGE
GUO exchanges products 1:1 for cases of packaging damage, products showing signs of abnormalities, incorrect delivery, and billing errors.
For other cases, the refund percentages are as follows:
+ For lip products that have been unsealed or tested: GUO will refund 50% of the price, as the returned product cannot be resold.
+ For cases of skincare product allergy: GUO will support a 70% refund of the order value within 5 days of product use.
+ For cases of irritation due to unfamiliarity with the product or excessive use: GUO will guide customers on proper adjustments. In cases where customers still wish to return the product, GUO will refund 50% of the product value within 3 days of receiving the product.
RETURN – REFUND PROCEDURE
Step 1: When an issue arises, customers are kindly requested to contact GUO within 24 hours of receiving the goods via one of the following methods:
• Fanpage: GUO Mỹ phẩm xanh sạch
• Hotline: 0977.807.771
Information to be prepared includes:
1. Order number or phone number used for ordering
2. Product images or images of the affected skin area
3. Description of the product issue or signs of skin problems when using the product
Step 2: Upon receiving the information, GUO’s specialists will commence discussions and determine the cause. GUO will notify the customer within 24 hours and provide assistance in returning the product.
Step 3: After the return request is approved, GUO will send detailed instructions to the customer on the return process.
Step 4: Package and return the goods to the address: 197 Vo Van Tan, Ward 5, District 3, Ho Chi Minh City, within 3-4 days depending on the return location.
Step 5: Upon receipt of the goods, GUO will check the items and inform the customer of the refund information.
+ 1:1 exchange for cases of damage and incorrect delivery (Returned products should be intact without signs of use.)
+ Refund (percentage depending on the issue encountered) for cases of allergic reactions
*** For cases not listed in the Return & Exchanges Policy, GUO reserves the right to refuse returns and refunds. All decisions made by GUO after careful consideration are final. We sincerely appreciate the cooperation of our valued customers in ensuring the best interests of both parties. Thank you. ***
For any inquiries, please contact our Customer Care Hotline:
Hotline: 0977.807.771
Fanpage: GUO Mỹ phẩm xanh sạch
Your requests will be promptly handled by GUO as soon as possible!