Terms & Conditions

1. Order Cancellation Policy

We strive to process and ship orders as quickly as possible. Please review our cancellation parameters carefully:

Cancellations Before Shipment. Orders may be canceled for a full refund only before dispatch. Please make a request for a cancellation at info@musthave.com.vn as soon as possible. Once the cancellation is approved, a full refund will be issued to the original payment method, and a confirmation email will be sent to you.

Cancellations After Shipment. Once an order has been shipped, it can no longer be cancelled while in transit. If you no longer wish to keep the item, the order must follow our return or exchange process after delivery. All shipping fees, customs duties, taxes and any related delivery charges are non-refundable, unless the cancellation is caused by MUST HAVE’s error.

2. Return & Exchange Policy

To be eligible for a return or exchange, all items must meet the following conditions:

• Please contact us at info@musthave.com.vn to make a request for return or exchange.
• The return or exchange request must be approved by MUST HAVE before the item is sent back.
• Items must be unworn, unwashed, undamaged, and unused.
• Items must be free from stains, perfume, makeup, odors, alterations, or signs of wear.
• All original tags, labels, packaging, and accessories must remain intact and attached.
• The customer is responsible for all associated return and secondary shipping fees, customs duties, and other related fees
• The exchange item will only be processed and dispatched once the original item is received back in its original, pristine condition.

MUST HAVE reserves the right to refuse any return or exchange if the item does not meet the above conditions upon inspection.

Final Sale / Non-Returnable Items: The following items are non-returnable, non-exchangeable, and non-refundable:

• On-sale/clearance items
• Custom-made or personalized garments
• Accessories, including but not limited to jewelry, belts, hair flowers, headbands, and pins
• Underwear and swimwear, due to hygiene regulations
• Items damaged by customer use, washing, alteration, improper care, or normal wear

3. Defective or Incorrect Items

If you receive an item with a manufacturing defect, or if we have shipped the incorrect item, please contact our team at info@musthave.com.vn within 48 hours of delivery.

Your email must include:

• Order number;
• Customer name;
• Clear photos or videos of the defect or incorrect item;
• A brief description of the issue.

If the request is approved, MUST HAVE will provide return instructions. Depending on the case, we may offer a replacement, repair, exchange, store credit, or refund.

Returned items must be sent back within the timeframe confirmed by our Customer Care team. If the item is not returned within 3 days of the agreed pick-up or drop-off date, the return request may be cancelled, and the customer may become responsible for any additional shipping costs.

4. Refused Shipments and Customs Duties

By placing an order, the customer agrees to accept delivery of the package.

For international orders, customers are responsible for all import duties, taxes, customs charges, brokerage fees, and any other local charges required for delivery.

If a customer refuses delivery, fails to pay customs duties or taxes, does not provide required customs information, or otherwise prevents delivery, the shipment may be delayed, returned, abandoned, or destroyed by the courier or customs authority. In such cases, the customer remains responsible for all related costs, including but not limited to:

• Original shipping fees;
• Return shipping fees;
• Import duties and taxes;
• Customs charges;
• Storage fees;
• Courier handling fees;
• Rerouting or disposal fees.

If the package is returned to MUST HAVE and passes inspection, all related charges will be deducted from the customer’s final refund.

If the package is abandoned, destroyed, seized, or not returned due to the customer’s refusal or failure to complete customs clearance, no refund will be issued unless required by applicable law.

5. Refunds

• Approved refunds will be issued to the original payment method.
• Refund processing times may vary depending on the payment provider, card issuer, or bank.
• Shipping fees, return shipping fees, customs duties, taxes, courier fees, storage fees, rerouting fees, and costs caused by refused delivery or unpaid customs charges are non-refundable and are deducted from the refund unless cancellation approved before shipment dispatch, caused by MUST HAVE’s error or required by applicable law.