Tiếng ViệtReturn and Refund
To ensure maximum benefits for our customers and affirm our service quality, Duong Sinh Ho Tram applies a transparent return and refund policy in compliance with legal regulations.
This policy applies to all customers booking appointments, purchasing service E-vouchers, or buying physical products (shampoos, cosmetics, medicinal herbs, etc.) on the duongsinhhotram.vn website.
1. Conditions for Return / Refund
A. For Healthcare Services / E-Vouchers
Cancellation / Refund: You have the right to request an appointment cancellation and receive a refund of the amount paid (or the E-voucher purchased) if you notify us at least 24 hours prior to the confirmed appointment time.
Rescheduling: We support free appointment rescheduling if notified at least 12 hours in advance.
Facility Faults: If Duong Sinh Ho Tram cannot provide the booked service due to force majeure (power outages, technical issues, etc.), we commit to a refund or exchanging it for an E-voucher of equivalent value, plus a compensation offer.
B. For Physical Products (Cosmetics, Medicinal Herbs, Shampoos, etc.) You have the right to request a product return/exchange within 30 days from the date of receipt, under the following conditions:
The product has a manufacturer defect (changes in color, smell, texture, etc.).
The product is damaged, broken, or dented during transportation.
Delivery of the wrong product or incorrect quantity compared to the order.
Required Condition: The returned/exchanged product must retain its original stamps, seals, remain unused, and be accompanied by the full purchase invoice, accessories, and promotional gifts (if any).
2. Cases Not Eligible for Return / Refund
Customers who book a service but do not arrive (No-show) and fail to provide a cancellation/rescheduling notice within the specified timeframe.
E-Vouchers that have passed the expiration date stated on the promotional code.
Physical products with broken seals, that have been used, or are damaged due to the customer’s subjective fault (improper storage, dropping, etc.).
Requests made past the 30-day return period from the date of receipt.
Products belonging to clearance sales or shock discount programs (clearly noted as “non-returnable” at the time of purchase).
3. Return Shipping Costs
Free Return/Exchange: In cases where the fault lies with Duong Sinh Ho Tram (delivery of wrong or defective goods, inability to provide service). We will bear all shipping costs for the return and the delivery of the replacement.
Customer Bears Shipping Costs: In cases where the customer changes their personal preference (wishes to exchange for a different product) and the product still meets the return conditions outlined in Section 1B.
4. Return / Refund Process
Step 1: Contact and Request. Customers contact us via Hotline at (+84) 96 399 88 10 or Email at info@duongsinhhotram.vn to notify us of the service cancellation/product return request, including the order code or the phone number used for booking.
Step 2: Verification. For defective physical products, please provide unboxing photos/videos showing the product’s condition upon opening the package to help us verify quickly.
Step 3: Return the Product (If applicable). Customers must carefully package the product and send it to our facility address: 296 27/4, Ho Tram, Ho Chi Minh City.
Step 4: Processing and Refund/Exchange. After receiving and verifying that the goods are in a valid condition (or confirming a valid service cancellation), our system will proceed to send a new product or execute a refund order.
5. Refund Method and Processing Time
Method: The money will be refunded directly to the exact Bank Account / E-wallet / Credit Card that you used for the initial payment. (We do not issue cash refunds for online orders to ensure transparency).
Processing Time: The refund will be processed within 3 to 7 working days (excluding Saturdays, Sundays, and Holidays) from the moment Duong Sinh Ho Tram sends a successful refund confirmation notice. The exact time you receive the funds depends on the regulations of your beneficiary bank.
