Returns & Refunds

Return Conditions

• Damaged in transit: Product is broken or crushed due to shipping process.
• Plants arrived dead: Plants are not alive upon receipt (must report within 24 hours).
• Wrong product: Received a different product than ordered.
• Not as described: Product has significant deviations from the description.
• Missing items: Order is missing paid products.

Conditions NOT Eligible for Return

• Aquatic plants or fish died after receipt due to improper care.
• Products that have been used or damaged by the user.
• Customer ordered the wrong product and already received it.
• Product is no longer in its original packaging (for opened accessories).
• Past the specified complaint deadline.

Return Process

1. Contact quickly: Call hotline 0909 536 892 or message via Zalo/Facebook within the specified time frame.
2. Provide evidence: Send a video unboxing, pictures of the defective product, and order number.
3. Confirmation: Our staff will review and respond within 2–4 hours.
4. Resolution: After valid confirmation, we will send a replacement or issue a refund.

Refund Policy

• Bank transfer: Refund within 3–5 business days.
• E-wallet: Refund within 1–2 business days.
• Shopee: Refund according to Shopee's process (3–7 days).

Shipping Fees for Returns

• Our fault: Thuy Sinh Viet covers all return shipping fees.
• Customer fault: Customer covers 2-way shipping fees.