Return and Refund Policy

coco.net.vn will exchange or return goods and refund customers in the following cases:

1. The delivered product is not as ordered.

Products delivered to customers will be checked by customers immediately upon receipt but if they do not match the order (in terms of product code, quantity, quality, design, packaging...), the product will be returned to the customer and free return shipping.

Return time: For Hanoi, HCM, Da Nang areas, the return will be made within the day. For other provinces/cities, the goods will be sent to the shipping unit (Logistic) within the day.

Returned goods must be unused, in the same quality and quantity as when originally received.

For customers outside Hanoi, Ho Chi Minh City, Da Nang, please carefully pack the mistaken product and send it to the shipping unit (freight forwarder, express delivery...) to send back to COCO. COCO will bear the shipping cost.

COCO has the right to refuse to return or exchange goods if the product has been used by the customer, causing the quantity to be consumed, the product is dirty, the packaging is damaged, the product details are torn, scratched, or damaged and are no longer as new as the original.

2. Product purchased but not satisfied

Customers have the right to request to exchange or return the goods if they are not satisfied with the quality or check that the quantity is not enough upon receipt. COCO will collect the product and return to the customer a new product that ensures the quality and quantity according to the order.

After the customer has received the product and the COCO delivery staff has left, if the customer wants to exchange or return the product and no longer buy it, they must have the consent of the sales staff. The product to be exchanged or returned must not show any signs of use and must still have the original stamps, labels, and packaging as when shipped. For this exchange or return, the customer must bear all costs incurred in terms of shipping costs and other fees (if any).

3. Purchased product is defective

For goods purchased by customers at COCO's warehouse, please carefully check the quality and quantity before receiving the goods and making payment. COCO will not be responsible for the preservation of goods during the customer's transportation process after the goods have left the warehouse.

COCO will not be responsible for returning or exchanging goods that have been put into use to create a complete product and then discover errors that the customer did not detect during the production, processing, cutting, sewing... process.

After the customer has received the product and the COCO staff has left, if the customer discovers a defect, the product must be returned with the sales staff's approval.

4. Products delivered and put into use but not in accordance with the order

COCO recommends that customers carefully check the goods upon receipt (item code, quantity, quality). During the production process, customers must also check the item code again to see if the item code COCO delivers matches the order to avoid the case where COCO delivers the wrong item code. In case the customer has used the goods to create a finished product and then discovers that COCO delivered the wrong item code, COCO will not be responsible for returning the goods. COCO only agrees to return the goods when the customer has not put them into use, installed (bed frame), or processed, cut, and sewn (leather products).

* Conditions for return of goods

Conditions for product return time: 

- For customers in Hanoi, Ho Chi Minh City, Da Nang: return goods on the same day or the next day (If COCO's goods are still in stock)

- For customers in other provinces and cities: Return time depends on the shipping time of the Logistics unit. 

Product conditions:

- Goods are complete with details, quantity, packaging, labels. There are no signs of used or damaged goods.

- Have full accompanying documents and certificates (purchase invoices, delivery minutes...) 

- Returns are not applicable in case the customer changes the product code or quantity compared to the original order.

- Customers only have the right to return goods at the time of receipt if they find that the goods do not match the product code, are not of sufficient quantity, are not of guaranteed quality, are damaged during transportation, or are not as ordered.

- If the goods have been received by the customer and the COCO delivery staff has left, or a long time later the customer discovers the product is defective, the customer's return request must be approved by the COCO sales staff, and the customer will have to pay the return shipping cost.

*  Note:  In case the above return conditions are not met, the decision to exchange or return the goods belongs to COCO.

For any questions about return service, please contact:

Email: kinhdoanh@coco.net.vn

Hotline: 0913 59 8888 (24/7, including holidays)

+ Hanoi warehouse: 0983 280 269

+ HCM warehouse: 0988 635 288

+ Danang warehouse: 0988 289 366