Refund and Return Policy

At Viet Cedar & Stone, we are committed to your complete satisfaction. We understand that sometimes a product may not be the right fit for your appliance, or you may simply change your mind. That is why we have designed a straightforward, fair, and transparent Return and Refund Policy to give you peace of mind with every purchase. Our policy outlines the conditions under which you can return products, the process for requesting a refund, and the timelines you can expect.

A Return and Refund Policy is a policy that dictates under what conditions customers can return products they’ve purchased from your ecommerce store and whether you’ll reimburse them or not. It should include important details about when you accept returns, what the conditions of return are, and how you issue refunds. We believe in clear communication and want you to feel confident when shopping with us. Please take a moment to review our policy below.

Our Commitment to Your Satisfaction

Your satisfaction is our top priority. We stand behind the quality of every product we sell and want you to be delighted with your purchase. If for any reason you are not completely satisfied, we are here to make it right. Whether you need a refund, an exchange, or simply have questions about your product, our friendly customer support team is ready to assist you.

Return Window

You have 30 days from the date of delivery to initiate a return. This return window applies to all products purchased from Viet Cedar & Stone, with the exception of items that are explicitly marked as non-returnable (see exclusions below).

Key Points About the Return Window

• The 30-day period begins on the day your order is delivered to your specified shipping address.

• Your return request must be submitted within this 30-day window.

• Returned items must be postmarked within 30 days of delivery.

• Returns submitted after the 30-day window may be accepted at our sole discretion, but we cannot guarantee that a refund or exchange will be processed.

We recommend that you inspect your items promptly upon delivery to ensure they meet your expectations and to allow sufficient time for returns if needed.

Conditions for Return

To be eligible for a return, your item must meet the following conditions. Please review these carefully before initiating a return to ensure a smooth and efficient process.

Product Condition

• Unused and Uninstalled: The item must be in new, unused, and uninstalled condition. Products that show signs of installation, use, or wear are not eligible for return.

• Original Packaging: The item must be returned in its original packaging, including all retail boxes, protective materials, and inserts. The packaging should be undamaged and in sellable condition.

• Complete Accessories: All accessories, manuals, warranty cards, and any free gifts that were included with the original purchase must be returned together with the product.

• No Damage: The product must be free from damage, including scratches, scuffs, marks, or any other signs of handling beyond normal inspection.

Electrical and Mechanical Parts

Due to the nature of electrical and mechanical components, special conditions apply:

• Electrical Parts: Electrical parts, including heating elements, thermostats, thermal fuses, motors, pumps, and valves, must not have been installed or connected to a power source. Once an electrical part has been installed or connected, it is no longer eligible for return.

• Mechanical Parts: Mechanical parts, such as belts, rollers, pulleys, and suspension rods, must be returned in their original, unused condition. Parts that show signs of installation or wear are not eligible for return.

• Safety Components: For safety reasons, certain components—such as gas valves, igniters, and safety switches—may have additional restrictions. Please contact us if you have questions about the return eligibility of a specific safety component.

Original Condition

• The item must be in sellable condition, meaning it can be restocked and sold to another customer.

• Items that have been altered, modified, or tampered with in any way are not eligible for return.

• Items with missing parts, broken seals, or damaged packaging may be subject to a restocking fee or may be refused entirely.

Items Not Eligible for Return

While we strive to accept returns on most items, certain products are excluded from our return policy due to hygiene, safety, or operational reasons. The following items are not eligible for return or refund:

• Custom or Special-Order Items: Products that have been specially ordered or customized to your specifications.

• Opened or Used Products: Items that have been opened, used, installed, or show signs of wear.

• Discontinued or Clearance Items: Products purchased as clearance, closeout, or discontinued items.

• Hazardous Materials: Items classified as hazardous materials or containing hazardous components.

• Hygiene-Sensitive Products: Products that come into contact with food, water, or personal hygiene areas, such as water filters, hoses, and certain seals.

• Software or Digital Products: Any digital downloads, software, or electronic documentation.

• Gift Cards: Gift cards and store credits are non-refundable.

• Final Sale Items: Products explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase.

If you are unsure whether a specific product is eligible for return, please contact our customer support team before making your purchase.

How to Initiate a Return

Initiating a return with Viet Cedar & Stone is quick and easy. Please follow the steps below to ensure your return is processed efficiently.

Step 1: Contact Our Customer Support Team

Before sending any items back, you must contact us to obtain a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number may not be accepted or may be subject to delays.

To request an RMA, please contact us with the following information:

• Your order number

• The product(s) you wish to return

• The reason for the return

• Any relevant photos or details that may help us understand your situation

Contact Information:

• Email: vietcedar.stone@gmail.com

• Phone: +84934690289

• Website: vietcedarstone.store

Step 2: Receive Your RMA and Return Instructions

Once we receive your return request, our team will review it and provide you with an RMA number along with detailed return instructions. This may include:

• The RMA number to be clearly marked on the outside of your return package

• The return shipping address

• Any specific packaging requirements

• Information about return shipping costs (see below)

Step 3: Package Your Return Securely

To ensure your item arrives safely, please package it securely in its original packaging (if possible) or in a sturdy box with adequate protective materials. Include all original accessories, manuals, and documentation. Write your RMA number clearly on the outside of the package.

Step 4: Ship Your Return

Ship your return package to the address provided in your return instructions. We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be responsible for items lost or damaged during return transit.

Step 5: Return Processing

Once we receive your return package, our team will inspect the item to verify its condition. This inspection process typically takes 2–3 business days from the date of receipt. After the inspection is complete, we will notify you of the outcome and process your refund or exchange accordingly.

Return Shipping Costs

The cost of return shipping depends on the reason for the return and the condition of the item. Please review the following guidelines:

Returns Due to Our Error

If the return is a result of our error—such as receiving an incorrect item, a defective product, or a damaged shipment—we will cover the cost of return shipping. We will provide you with a prepaid return shipping label or reimburse you for reasonable return shipping costs upon presentation of a receipt. We’ll also pay the return shipping costs if the return is a result of our error.

Returns Due to Customer Preference or Mistake

If you are returning an item because you changed your mind, ordered the wrong part, or no longer need the product, you are responsible for the return shipping costs. The original shipping charges are non-refundable in these cases.

Restocking Fee

A restocking fee may apply to certain returns. The restocking fee is typically 20% of the product price and is deducted from your refund amount. The restocking fee helps cover the costs of inspecting, repackaging, and restocking returned items.

Restocking fees may be waived or reduced in the following cases:

• The return is a result of our error.

• The item is being exchanged for a different product of equal or greater value.

• The item is returned in perfect, unopened, original condition.

Return Shipping Address

Please ship all returns to the address provided in your RMA instructions. Do not ship returns to our corporate office address unless specifically instructed to do so.

Refund Process

Once your return is received and inspected, we will process your refund in accordance with the guidelines below.

Refund Eligibility

• Full Refund: A full refund of the product price is issued for items returned in new, unused, uninstalled condition within the 30-day return window, when the return is not subject to a restocking fee.

• Partial Refund: A partial refund may be issued for items that show signs of handling, have damaged packaging, or are missing accessories. The amount of the partial refund is determined at our sole discretion.

• No Refund: No refund will be issued for items that are damaged, used, installed, or returned outside the 30-day window. In such cases, we may offer to return the item to you at your expense.

Refund Timeline

• Processing Time: Once we receive your return, please allow 2–3 business days for inspection and processing.

• Refund Initiation: After your return is approved, we will initiate the refund through our payment processor, Stripe.

• Refund Appearance: The time it takes for the refund to appear in your account depends on your bank or card issuer. Typically, refunds appear within 3–5 business days after we initiate the process.

Refund Method

Refunds are issued to the original payment method used for the purchase. This means:

• If you paid by credit card, the refund will be credited back to that same credit card.

• If you paid by debit card, the refund will be credited back to that same debit card.

• If you paid using Apple Pay or Google Pay, the refund will be processed back through the same digital wallet.

Please note that it may take additional time for your bank or card issuer to process the refund and make the funds available in your account.

Original Shipping Charges

Original shipping charges are non-refundable unless the return is a result of our error. If you received free shipping on your order, the actual cost of shipping may be deducted from your refund.

Exchanges

If you received a defective or incorrect item, or if you simply want to exchange a product for a different one, we are happy to help.

Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us immediately. We will arrange for a replacement to be sent to you at no additional cost, and we will cover the return shipping costs for the defective or incorrect item.

Exchanges for Different Products

If you wish to exchange an item for a different product (e.g., a different part number or brand), please initiate a return for the original item and place a new order for the desired product. This ensures the fastest possible turnaround and avoids delays.

Exchange Conditions

• The original item must be returned in new, unused, uninstalled condition.

• The exchange request must be made within the 30-day return window.

• You are responsible for the return shipping costs for the original item (unless the exchange is due to our error).

• A restocking fee may apply.

Damaged or Defective Items

We take great care in packaging and shipping your orders to ensure they arrive in perfect condition. However, if your item arrives damaged or is defective, please contact us immediately.

Reporting Damage or Defects

• Within 5 Days of Delivery: Please inspect your order upon arrival and report any damage or defects within 5 days of delivery. This allows us to process your claim quickly and efficiently.

• Provide Documentation: When reporting damage or defects, please provide photos of the damaged item, the packaging, and the shipping box. This helps us investigate the issue and improve our shipping processes.

Resolution Options

• Replacement: We will send you a replacement item at no additional cost.

• Refund: We will issue a full refund, including original shipping charges.

• Return Shipping: We will cover the cost of return shipping for damaged or defective items.

Return Policy for International Customers

We proudly serve customers around the world. International returns are subject to the same general conditions as domestic returns, with a few additional considerations.

Return Window

The 30-day return window applies to international orders as well. However, please allow additional time for return shipping, as international transit times can be longer.

Return Shipping Costs

For international returns, the customer is responsible for all return shipping costs, customs duties, and taxes, unless the return is due to our error.

Customs and Duties

International customers are responsible for any customs duties, taxes, or fees imposed by their country. These fees are non-refundable.

Refund Processing

Refunds for international orders are processed in the same manner as domestic orders. However, international refunds may take longer to appear in your account due to currency conversion and banking processes.

Warranty Information

Many of our products come with a manufacturer’s warranty or our own satisfaction guarantee. Please review the product description for specific warranty information.

Our 90-Day Satisfaction Guarantee

We are confident in the quality of our products. That is why we offer a 90-day satisfaction guarantee on most items. If you are not satisfied with your purchase for any reason, you can return it within 90 days of delivery for a full refund (subject to the conditions outlined in this policy).

Manufacturer Warranties

Some products may be covered by the manufacturer’s warranty. In such cases, please contact the manufacturer directly for warranty service. We are happy to assist you with warranty claims and provide any necessary documentation.

Warranty Exclusions

Warranties do not cover damage resulting from misuse, abuse, improper installation, unauthorized modification, or normal wear and tear. Always follow manufacturer instructions and safety guidelines when installing and using our products.

Cancellations

If you need to cancel an order, please contact us as soon as possible.

Order Cancellation Before Shipment

• Full Refund: If your order has not yet been shipped, we will cancel it and issue a full refund.

• Processing Time: Please contact us immediately to request a cancellation. We process orders quickly, so we cannot guarantee that we will be able to stop the shipment.

Order Cancellation After Shipment

• Return Required: If your order has already been shipped, you will need to return the items following our standard return process.

• Return Shipping Costs: You are responsible for the return shipping costs.

• Refund: Once the items are received and inspected, we will issue a refund in accordance with our return policy.

Bulk and Wholesale Orders

For bulk and wholesale orders, special return conditions may apply. Please contact us for details regarding returns, exchanges, and refunds for large-volume purchases.

Custom Orders

Custom or special-order items are generally non-returnable. Please confirm all specifications before placing a custom order.

Our Rights

Viet Cedar & Stone reserves the following rights:

• Refuse Returns: We reserve the right to refuse any return that does not comply with this policy.

• Adjust Refund Amount: We reserve the right to adjust the refund amount based on the condition of the returned item.

• Change Policy: We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting on our website.

• Cancel Orders: We reserve the right to cancel any order for any reason, including but not limited to pricing errors, stock availability, or suspected fraud.

Frequently Asked Questions About Returns and Refunds

How long do I have to return an item?

You have 30 days from the date of delivery to initiate a return. The returned item must be postmarked within this 30-day window.

What condition must the item be in?

The item must be in new, unused, and uninstalled condition. It must be returned in its original packaging with all accessories included.

Who pays for return shipping?

If the return is due to our error (incorrect or defective item), we will cover the return shipping costs. For all other returns, you are responsible for the return shipping costs.

Is there a restocking fee?

A 20% restocking fee may apply to certain returns. This fee is deducted from your refund amount. Restocking fees may be waived for returns due to our error or for exchanges.

How long does it take to get a refund?

Once we receive your return, please allow 2–3 business days for inspection. After your return is approved, we will initiate the refund through Stripe. The refund typically appears in your account within 3–5 business days.

Can I exchange an item?

Yes, we offer exchanges for defective or incorrect items. For exchanges to a different product, please return the original item and place a new order.

What if I received a damaged or defective item?

Please contact us immediately with photos of the damaged item and packaging. We will arrange for a replacement or refund at no additional cost.

Are shipping charges refundable?

Original shipping charges are non-refundable unless the return is due to our error.

Can I return a used or installed item?

No, items that have been used or installed are not eligible for return. Electrical parts must not have been connected to a power source.

What items are not eligible for return?

Custom orders, clearance items, opened or used products, hazardous materials, hygiene-sensitive products, gift cards, and final sale items are not eligible for return.

How do I initiate a return?

Contact us to obtain a Return Merchandise Authorization (RMA) number. Returns sent without an RMA number may not be accepted.

Do you accept international returns?

Yes, we accept international returns subject to the same conditions. International customers are responsible for return shipping costs, customs duties, and taxes.

What if I need help with installation?

Our customer support team can provide basic installation guidance. For complex repairs, we recommend consulting a qualified technician.

Contact Us

If you have any questions about our Return and Refund Policy or need assistance with a return, please do not hesitate to contact us. Our friendly and knowledgeable customer support team is here to help.

Contact Information:

• Address: 30 N Gould St Ste R Sheridan, WY 82801

• Phone: +84934690289

• Email: vietcedar.stone@gmail.com

• Website: vietcedarstone.store

We are committed to providing you with the best possible shopping experience and will do our utmost to resolve any issues quickly and fairly.