RETURN AND EXCHANGE POLICY
At CONG TRI, we are committed to ensuring the absolute satisfaction of our customers.
For ready-to-wear items purchased from www.congtri.com, customers may request an exchange for the same model in a different size if the original item does not fit. Ready-to-wear items are not eligible for return or exchange for any other reason. If your desired size is unavailable, you may place a Made-to-Order request, which will be produced at the original price plus an additional 30% customization fee. These customized items are final sale and cannot be returned. For further details, please refer to the “Made-to-Order Products” section.
Customers may initiate a size exchange within 14 days from the date of delivery. The item must be shipped back within this period. The return shipping method will depend on your location and the current shipping conditions. For more information regarding couriers and shipping costs, please email cs@nctgroup.vn or contact our Customer Service team via WhatsApp.
TERMS AND CONDITIONS OF RETURN
The right to return products will be considered properly exercised once all of the following conditions have been fully met:
– The product has not been used, washed, altered, or damaged;
– The identification tag is still attached to the product with the disposable seal intact;
– The product is returned in its original packaging;
– The product is returned within fourteen (14) days from the date of delivery.
If all the above conditions are met, CONG TRI will accept the returned product. You will be notified if the returned product is not accepted. In this case, you may request the product to be returned to you. If you refuse to accept the returned product, CONG TRI reserves the right to retain the product and the amount paid for the purchase. Please note that shipping costs, taxes, duties, and any other fees paid at the time of purchase are non-refundable.
MADE-TO-ORDER PRODUCTS
Please note that the right to withdraw is explicitly excluded for made-to-order products. Once the order is placed and accepted by CONG TRI, customization requests cannot be changed, and returns and/or refunds are not possible. Customized items cannot be replaced. However, CONG TRI offers a modification service for these products should you wish to adjust the size or make small changes to details. Please email cs@nctgroup.vn or contact our Customer Service team via WhatsApp for further assistance.
RETURN SHIPPING
Customers are responsible for the return shipping costs and any additional delivery fees. Please ensure that all necessary documentation for customs clearance is completed and included with your return package. Incomplete documentation may result in customs rejecting and returning the package to you. All documents must be in English to facilitate processing by both the exporting authorities and Vietnamese customs. CONG TRI is not responsible for parcels held at customs due to insufficient documentation. We strongly recommend consulting with your local authorities and/or chosen shipping service to confirm the sufficiency of the required documentation. Please email cs@nctgroup.vn or contact our Customer Service team via WhatsApp for further assistance.
RETURN TIMES AND PROCEDURES
Once CONG TRI has received the returned product and confirmed that it meets all return requirements, you will receive an email notification confirming the acceptance of the returned item. This verification process is expected to take 3 to 5 business days. Delivery times for new items will vary depending on the product type and complexity. For made-to-order products, delivery is estimated to take 10-15 business days. For ready-to-wear products available on the website, delivery is estimated to take 7-10 business days. Please note that all return and re-delivery shipping costs will be borne by the customer.
