Return policy

MACIE is very happy and honored to receive the trust of customers in MACIE products. We are committed to bringing customers the best products and experiences with our dedication. MACIE. Therefore, to improve service quality and give customers more peace of mind during the shopping process, MACIE will apply the following return policy.

Orders are accepted for return under specific conditions:

1. Return conditions:

1.1 Refund immediately upon receipt: If you discover that the package is wet, torn, dented, not intact or has incorrect recipient information, please refuse to receive the goods immediately upon receipt.
1.2 In case after receiving the goods and paying the shipping unit, you have the right to request a return of the goods when opening the package and discovering one of the following errors:

• Product packaging is torn or damaged during shipping.
• Wrong product delivered, missing accessories, missing accompanying gifts.
• The product was delivered in the wrong color compared to the order.
• The package is NOT checked upon receipt.

*Note: Please record a video of the order opening process. so MACIE can process it as quickly as possible!
1.3 In case the customer wants to change to another product, the following conditions must be met:

• Products must have intact labels and be unused.
• Products within 3 days from successful delivery date
• MACIE will support product exchange with equal or higher value.
• Customers are responsible for paying any additional shipping costs incurred both ways.

**Note: In other cases, or after 3 days from the date of receipt, MACIE regrets that it cannot support the return policy.

2. Refund method:

2.1 For online payment via Momo/VN Pay e-wallet application using QR Code, domestic ATM, Visa, Mastercard, JCB card: MACIE will refund within 07-15 working days from the time the customer service staff confirms the problem and receives the returned goods.

2.2 For COD payment cases, transfer directly to the Company account: MACOE will refund to the customer's bank account within 07-15 working days from the time the customer service staff confirms the problem and receives the returned goods.

** * Note: Refunds from e-wallets, domestic ATMs, Visa, Mastercard, JCB cards may vary depending on the policy of each service provider.

3. Return method:

Please notify MACIE within 3 days (excluding Saturdays, Sundays and public holidays) from the time of receipt of the goods. MACIE reserves the right to refuse to support any product complaints in case you notify after this time.

Customers please follow the steps below to make the order return process valid.

3.1 Visit https://macieclub.com/, official fanpage https://www.facebook.com/macie.club or contact 093 1393421 to get instructions from the customer service department to fill out the "Return Request" form. After filling out all the required information in the "Return Request" form, within 72 hours the customer service department will process and respond to whether the return request is valid or not.

3.2 If the refund request is valid, MACIE will apply the refund policy as mentioned in Article 2.

3.3 Return content and shipping address:
Dottie Company Limited
Phone number: 093 1393421
285 Cong Hoa Street, Ward 13, Tan Binh, Ho Chi Minh City

Content: Return order number xxxxxx

3.4 After 10 days from the date the order is confirmed for return and MACIE has not received the returned goods, MACIE will refuse to resolve any complaints and consider that the customer no longer has a need for a return for this order.

3.5 In case the order is NOT valid, MACIE will contact you to propose the next solution.

4. Valid return order:

4.1. Return Order Status:

• The product is as described in the “Return Request” form and is in the same condition as when received.
• Orders must be returned with all items in the order, including purchases, accessories, and free gifts.
• Each order can only request a return once.

4.2. A return order is invalid if:

• Information not provided or provided incomplete/inaccurate information compared to the information provided under MACIE's “Return Request”
• More than 10 days from the date MACIE confirmed “Return Request” but still have not received the return order
• The returned product is incorrect/incomplete with the information provided in the “Return Request” form: missing product, missing gift,… of the order
• Products that do not meet the return standards in section 4.1, after innisfree's inspection step upon receiving the return order.

Arrangements for exchange/refund required will be determined on a case-by-case basis. Please ensure all return request information is complete and accurate to MACIE supports the refund in the shortest time.

If the product does not meet the conditions in section 4, MACIE unfortunately cannot refund you. For any feedback on the product other than the above reasons, please contact MACIE Vietnam's customer service department for further advice.