Return and Exchange Policy

RETURN & EXCHANGE:

  • Exchanges are accepted due to a product defect by manufacturer or a wrong item delivery. 
  • Exchange requests have to be made within 48 hours of product delivery by contacting customer service at info@musthave.com.vn and including clear pictures of the item’s faulty part.
  • If an exchange request is accepted, a return label will be created for the item pick up or drop off. Even though the most convenient time will be arranged for the guest to be able to send the item back, if the items are not returned 3 days after the initially agreed pick up date, courier pick up will be canceled and you will be responsible for the shipping cost. After 5 days from the agreed pick up date and if we don’t hear from you, the request for an exchange will be withdrawn and canceled.
  • If an exchange is needed for another item not due to a manufacturer’s flaw, please contact us at info@musthave.com.vn to make a request. The guest will be responsible for the shipping fees.
  • Only when an item needed for an exchange or return is received by us, can another one be shipped.
  • No refunds issued for an exchange of product(s) with lower value.
  • Returned items must be undamaged, unworn, unwashed, and free of stains or odors, with all tags intact.
  • Exchange items will be shipped via DHL or FedEx.
  • Accessories (including jewelry, belts, hair flowers, headbands, pins, etc.), underwear/swimwear, custom-made and on sale items are not eligible for returns or exchanges.

WHAT IF I REFUSE THE SHIPMENT?

If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package back to us. This amount will be deducted from your merchandise refund.

HOW DO I CANCEL MY ORDER?

Orders can be canceled before shipping, please contact our Customer Care team via info@musthave.com.vn to make this request. When successfully canceled, a refund for the full order value will be credited back to your original payment method and you will receive a notification email.

If your order has already been shipped or delivered, a return request must be made via info@musthave.com.vn. Once the request is approved, directions on how to ship back the items will be provided to you within 2-3 business days. Once the items are received and inspected to be in original condition, unused, unwashed and with all tags intact, a cancellation and refund can be processed. Please note, all shipping fees are non-refundable. 

Accessories, underwear/swimwear as well as one sale and custom-made items are not eligible for refund or exchange.

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