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Return policy

RETURN & EXCHANGE POLICY FOR PURCHASES AT BAOBIBAAN.VN

To provide customers with a convenient and satisfying shopping experience, baobibaan.vn has established appropriate policies for product exchanges and returns. We hope that every product you have chosen is exactly what you were looking for.

Product exchanges and returns are subject to specific conditions. Please refer to the detailed information below.

I. RETURN & EXCHANGE REGULATIONS

1. Eligible cases for exchange/return

1.1 – Product delivered with a technical defect:

A product is considered to have a technical defect only when confirmed by the production department.

If you encounter an issue with a product ordered from baobibaan.vn, please follow these steps:

  • Step 1: Self-check the product specifications, print color, and dimensions.
  • Step 2: Contact us via HOTLINE 09 3456 4211 or email: baobibaan@gmail.com.
  • If you are unable to reach the product's warranty center, please contact baobibaan.vn directly at HOTLINE: 09 3456 4211.

Based on our experience, more than half of products returned for alleged technical defects are found to be in perfect working condition after inspection by our technical team. To save time and avoid inconvenience, please read the user manual carefully or consult directly with the product's technical support team to ensure the product has been correctly assembled, connected, and operated before sending it back to baobibaan.vn.

1.2 – Product delivered broken, incorrect, or incomplete:

Baobibaan.vn strongly encourages customers to inspect the outer condition of the parcel and product before completing payment, to verify that the goods delivered match the type, quantity, and color specified in the order, and that the exterior shows no signs of damage (breakage/scratches). If any such issue is found, please refuse the delivery and/or immediately notify our customer support team at HOTLINE: 09 3456 4211 so we can take prompt action.

If you have already paid for and received the order and subsequently discover that the product is broken, incorrect, or incomplete, please take photos of the product and send them to baobibaan@gmail.com so we can assist you with the next steps, such as arranging an exchange/return or sending the missing item to you.

After 48 hours from the time of delivery, baobibaan.vn reserves the right to decline support for complaints of this nature.

2. Non-returnable/non-exchangeable items

  • Promotional products (discounted by 10% or more from the original price) and fixed-price items.
  • Products returned for reasons other than technical defects.
  • Accessories.

3. Exchange conditions

Please read the regulations set out in our Return & Exchange Policy carefully to ensure that the product/item requested for exchange/return meets all of the following conditions:

  • The product must have been purchased online or at one of our retail stores.
  • The product must be in its original packaging with no dents or tears.
  • Warranty labels/cards, brand labels, user manuals, and any included gifts (if applicable) must be complete and intact.
  • No data may be stored on any storage device included in the product.
  • The product must be free from dirt, scratches, breakage, damage, unusual odors, or any signs of washing, cleaning, or prior use.
  • Exchanges are only accepted for a similar product (same model), or a different product (same brand) of equal or greater value with the price difference to be paid by the customer.
  • A valid purchase invoice is required for all exchanges. Exchanges will not be accepted without this documentation.
  • All components, parts, accessories, user manuals, included gifts (if applicable), etc. must be complete and show no signs of use.
  • Each order is eligible for exchange only once.
  • Products submitted for exchange/return that do not meet the above conditions will be automatically returned to the address registered in the customer's order.

4. Exchange/return timeframe

For purchases made at our physical stores, the exchange/return period is 3–7 days.

For orders placed on baobibaan.vn, the exchange/return period is 3–7 days from the date the customer receives the product.

5. Exchange/return costs

For products exchanged due to a technical defect, customers will receive a free exchange with complimentary delivery to the address specified in the exchange/return request.

For products exchanged due to the customer's personal preference, the customer will bear the two-way shipping costs.

II. EXCHANGE AND REFUND REGULATIONS

Depending on the reason for the return and the result of the quality assessment, we will apply the appropriate resolution method.

1. Exchange for a new product

  • This option applies to cases where the product is defective due to a manufacturing error. We will replace the product with a new one of the same model (same product code, same size, same brand, etc.).
  • If the specific product code in the customer's order is no longer in stock, we will exchange it for another product (of the same brand) of equivalent value.

2. Refund

  • Refunds are only applicable in cases where the product is defective and no replacement product is available. Refunds in this case will be processed via bank transfer to the account information provided by the customer.
  • At this time, we do not offer cash refunds at our office for any exchange/return cases.
  • Processing time: If the customer's return request meets all exchange/return conditions, baobibaan.vn will process the refund within 30 days from the date the customer's bank account information is received.

III. EXCHANGE/RETURN PROCEDURE

  • For customers who purchased in-store, please contact the store where the purchase was made directly to proceed with the exchange/return.
  • For customers who purchased online, please follow the detailed steps outlined below.

Within 3–7 days of receiving your order, if you wish to exchange or return a product, please complete the following steps:

Step 1: Check exchange/return eligibility

Please refer to our return policy in Section I to confirm that the product meets the required conditions for exchange/return.

Step 2: Submit an exchange/return request

Please send your exchange/return request to baobibaan@gmail.com with the following information:

  • Full name of the person who placed the order
  • Phone number of the person who placed the order
  • Order code
  • Whether you are requesting an exchange or a return
  • Reason for the exchange/return
  • Product code + color + size of the item you wish to exchange for

Alternatively, you may contact our Customer Care team at 09 3456 4211, providing your order code so we can determine the most appropriate resolution.

Step 3: Pack the product

The product to be exchanged/returned must be carefully packed in the original packaging or box we sent, and must include:

  • The product to be exchanged/returned.
  • The sales invoice.

Please clearly write the following information on the outside of the parcel:

  • Full name
  • Phone number
  • Address

Please note: Exchanges cannot be processed WITHOUT a valid invoice from Bao Bi Ba An Co., Ltd.

Step 4: Ship the product back to Bao Bi Ba An Co., Ltd.

Please contact your nearest branch or office of a courier service such as DHL, VNPost, Viettel Post, Giao Hang Nhanh, Speedlink, or the nearest post office to send the exchange/return parcel to us at the following address:

  • HO CHI MINH CITY WAREHOUSE: 127 An Phu Dong 3, An Phu Dong Ward, District 12

Please note:

  • All exchange/return items must be sent via a courier service. We do not accept direct drop-offs at the above address — we appreciate your understanding.
  • Once the shipment is processed, the courier will provide you with a tracking number/parcel code and a receipt clearly stating the condition of the product.
  • We are not responsible for any loss, misplacement, or damage to the parcel during transit.
  • When packaging the product for return/exchange, you are responsible for ensuring the product's integrity. We strongly recommend packing the product carefully and appropriately to prevent any damage during transit or from external factors.

Step 5: Processing the exchange/return

Upon receiving the returned/exchanged product, we will assess its condition and notify you of the outcome and resolution within 05–07 business days.