Tiếng ViệtThank you for choosing ViinRiic Galeries de Parfums.
At ViinRiic, we are committed to delivering an exceptional and worry-free shopping experience. To ensure your confidence and satisfaction, we offer a comprehensive Product Exchange & After-Sales Support Policy under the terms and conditions outlined below.
1. Scope of Application
This policy applies to products purchased directly from ViinRiic Galeries de Parfums stores or through ViinRiic’s official sales channels.
When requesting assistance, customers are required to provide a valid proof of purchase, such as the original invoice, order number, or other purchase information, so that we may verify the transaction within our system.
Our Product Exchange for Personal Preference policy applies only to commercial products that remain in their original, unopened condition with the manufacturer’s factory seal fully intact. This includes, where applicable, the original shrink wrap, security seal, or any other original packaging provided by the brand.
This policy does not apply to:
- Samples
- “Try Me” products
- Tester products
- Decants
- Complimentary gifts
- Non-commercial products
- Products with broken seals or products that have been opened or used
2. Product Exchange for Personal Preference
If your purchased product has not been used and meets all of the conditions below, ViinRiic is pleased to offer an exchange for one or more alternative fragrances.
To qualify for an exchange, the product must satisfy all of the following requirements:
- The product remains completely sealed in its original manufacturer packaging, including the original shrink wrap, security seal, or any other brand-specific sealing method.
- The product box is free from dents, scratches, tears, broken seals, or any indication that it has been opened or tampered with.
- A valid proof of purchase, order number, or purchase record can be verified through ViinRiic’s sales system.
- The exchange request must be submitted within 24 hours of the in-store purchase or within 24 hours after the online order is marked as “Delivered”.
The replacement product(s) must have a value equal to or greater than that of the original purchase. If the selected replacement product is of a higher value, the customer will be responsible for paying the price difference.
3. Products Purchased Under Promotional Offers
For products purchased as part of promotional campaigns, discounts, or gift-with-purchase offers, ViinRiic will process exchange requests based on the actual amount paid for the product at the time of purchase.
If the original order included complimentary gifts, customers are required to return all complimentary items in their original, unused condition together with the product being exchanged.
If any complimentary gift has been used, damaged, lost, or is no longer in its original condition, ViinRiic reserves the right to:
- Deduct the corresponding value of the gift from the exchange value; or
- Decline the exchange request, depending on the circumstances.
Some promotional campaigns may have their own exchange terms and conditions. Where applicable, the terms announced for the respective promotion will take precedence.
4. Product Exchange for Technical defect or Shipping Damage
If a product is found to have a technical defect or has been damaged during transit before it is delivered to the customer, ViinRiic will review the claim and, where applicable, offer a replacement product. Claims must be submitted within 48 hours of the in-store purchase or successful delivery of the online order.
The following issues are eligible for review:
- Defective bottle cap that cannot be properly opened or closed.
- Spray nozzle is severely blocked or malfunctioning, rendering the product unusable.
- Fragrance liquid leakage.
- Bottle is cracked, broken, or has sustained obvious physical damage.
- Packaging or labeling defects.
Within 24 hours of receiving the product, customers are required to provide a continuous, unedited video recording of the entire unboxing process. The video must clearly capture the order information, the condition of the package or product upon receipt, and the condition of the product immediately upon opening.
To ensure a fair and transparent review process, all online orders are inspected and recorded during the packing process before being handed over to the shipping carrier. In the event of a claim, ViinRiic will compare the customer’s unboxing video with our internal packing records to determine the most appropriate resolution as efficiently as possible.
Claims submitted after the 48-hour period may still be reviewed at ViinRiic’s discretion. Customers may bring the product to a ViinRiic store for inspection, and any replacement request will be assessed based on the actual condition of the product and the cause of the issue.
5. Shipping Costs for Product Exchanges
For product exchanges requested due to personal preference, customers are responsible for any shipping costs incurred, including the cost of returning the original product to ViinRiic and the cost of shipping the replacement product to the customer’s designated address (where applicable).
If the product is confirmed to have a technical defect or has been damaged during transit prior to delivery, ViinRiic will cover all shipping costs associated with the product exchange process.
If the returned product does not meet the eligibility requirements for exchange, or if the reported issue is determined to be outside the scope of this Policy, ViinRiic will notify the customer to discuss the appropriate next steps. Any shipping costs incurred thereafter, if applicable, shall be borne by the customer.
6. After-Sales Technical Support Services
ViinRiic accompanies customers throughout the use of their products by providing after-sales support services at our store systems.
Sprayer and Cap Inspection & Repair Support
If the product experiences common physical issues during use, such as a clogged sprayer, a loose cap, or difficulty operating the bottle, customers may bring the product to the nearest ViinRiic store. Our staff will inspect the product and provide complimentary technical assistance within the scope of services available at the store.
Fragrance Decanting Assistance
If customers wish to transfer a portion of the fragrance into a smaller bottle for travel or convenience, ViinRiic staff may assist with the decanting process at the store.
Customers are required to provide their own decant bottle and are solely responsible for its quality, cleanliness, material, and suitability for fragrance storage.
ViinRiic only provides technical assistance with the decanting process and shall not be held responsible for any changes in color, scent, projection, longevity, or overall fragrance quality after decanting if such changes result from storage conditions, external environmental factors, or the quality of the decant bottle supplied by the customer.
7. Product Exchange Procedure
7.1. For Products with Original Factory Seal Intact
Step 1: Submit a Product Exchange Request
Customers are requested to contact ViinRiic via the store Hotline or the official Fanpage within 24 hours from the date of purchase or receipt of the product. When submitting the request, please provide a copy of the purchase invoice/order number together with photos of the product showing the original seal intact for eligibility verification.
Step 2: Return the Product to ViinRiic
Customers may bring the product along with the purchase invoice to the nearest ViinRiic store for assistance.
For returns arranged remotely, customers are requested to carefully package the product to prevent dents, deformation, or damage during transportation to the address provided by ViinRiic.
Step 3: Product Inspection and Exchange
Upon receipt, ViinRiic will inspect the product condition. If the product fully satisfies the exchange requirements, ViinRiic will facilitate an exchange for another fragrance creation selected by the customer, either at the store or through shipment via a designated carrier.
7.2. For Products with Technical Defects or Shipping Damage
Step 1: Report the Issue
Customers are requested to contact ViinRiic via the store Hotline or the official Fanpage within 48 hours of receiving the product. A continuous, clear, and unedited unboxing video showing the product condition and the reported defect must be provided for verification purposes.
Step 2: Inspection and Verification by ViinRiic
ViinRiic will review the information provided, inspect the reported issue, and, where necessary, cross-check it against internal packing records.
For in-store processing, customers are requested to bring the defective product together with the purchase invoice/order number to the nearest ViinRiic store for inspection.
For remote processing, once the request has been reviewed and confirmed by ViinRiic, customers are requested to carefully package the product and return it to the address specified by ViinRiic.
Step 3: Resolution and Completion of Support
After receiving the returned product, ViinRiic will conduct an inspection within 24–48 hours. Depending on the product condition, ViinRiic may provide replacement of the defective component(s) or exchange the product for a new item of the same type.
The timeframe for returning the replacement product may vary depending on shipping conditions and the actual processing requirements.
8. Contact Information for Support
Should you require any assistance, please contact ViinRiic through the following official channels:
- Hotline: +84 909 816 771
- Fanpage: https://www.facebook.com/ViinRiic
- Response Time: Within 24 working hours from the time ViinRiic receives all required information.
ViinRiic is committed to ensuring that every fragrance creation reaches our customers in its finest condition. Our team is dedicated to providing attentive, transparent, and professional support, delivering the highest standard of after-sales service and customer experience.
