Nhất Khoa supports product returns and exchanges within 24 working hours from the time of receipt in the following cases:

• Technical or manufacturing defects: Products with design flaws, sewing defects, fabric issues, or embroidery placed incorrectly.
• Incorrect items delivered: Style, color, or size does not match the confirmed order.
• Insufficient quantity: The received quantity is less than stated in the order.
• Damage during transportation: Products are torn, stained, wet, or deformed upon delivery.

Returns and exchanges are not applicable in cases of improper use, incorrect size selection at the time of order, or incidents beyond Nhất Khoa’s control.

Return and Exchange Conditions

• Products must be in their original condition, unused, unwashed, and unaltered.
• Products must remain within the specified return and exchange period.

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Warranty & Return Process

Step 1 – Inspect the Product Upon Receipt

Upon receiving the goods, customers are advised to carefully inspect the product condition and verify it against the order details.

• Check the quantity, design, color, and size against the delivery note or order confirmation.
• Inspect for any physical damage such as tears, moisture, stains, or deformation.
• Examine sewing and embroidery details, including loose stitching, detached buttons, or misaligned embroidery placement.

If any discrepancies are found, customers should document them with photos or videos and keep the product in its original condition to allow Nhất Khoa to conduct verification.

Step 2 – Contact the Customer Care Department

Customers are kindly requested to contact Nhất Khoa’s Customer Care Department directly through the official support channels to report the issue requiring assistance. The official contact channels include:

• Hotline: 082 345 1195
• Email: service@nkclothing.vn

Upon receiving the request, the Customer Care Department will respond within 24 hours and provide guidance on the appropriate handling process.

Step 3 – Provide Supporting Evidence

When submitting a request, customers are required to provide complete information to enable Nhất Khoa to verify the case and provide timely support. The required information includes:

• Order code and date of receipt.
• A detailed description of the issue encountered.
• Photos or videos documenting the product condition.

After receiving the information, the Customer Care Department will review and cross-check the details and provide guidance on the next steps if additional supporting evidence is required.

Step 4 – Verification and Request Handling

After receiving the information and supporting evidence from the customer, Nhất Khoa’s Customer Care Department will coordinate with the technical team to verify the cause of the issue. The verification process will be carried out within 24 hours from the time all required information is fully received

Based on the verification results, Nhất Khoa will:

• Determine whether the issue originates from the manufacturing process, materials, or transportation. In cases where the product needs to be collected for direct inspection, Nhất Khoa will proactively contact the customer and arrange transportation according to a mutually agreed schedule.
• Classify the case as eligible for return, warranty service, or paid corrective support.
• Notify the customer of the specific resolution plan in writing or through official communication channels.

Step 5 – Resolution Completion

Depending on the verification outcome in Step 4, Nhất Khoa will proceed with the corresponding resolution as follows:

Case 1: Products Eligible for Return or Exchange

• Nhat Khoa will collect the product for inspection and handling.
• After the corrective process is completed, the product will be returned to the customer for review and quality confirmation.
• If the product still does not meet the required standards, Nhất Khoa will continue to collect and make further adjustments.
• After a maximum of two handling attempts, if the product still does not meet expectations, a refund will be issued to the customer.

Case 2: Products Eligible for Warranty Service

• Nhất Khoa will carry out free repairs for issues that fall within the warranty coverage.
• In cases where the issue exceeds the scope of repair, Nhất Khoa will discuss directly with the customer to agree on an appropriate support solution, ensuring the interests of both parties.

Shipping Costs:

• For products requiring return or exchange due to manufacturing defects, incorrect delivery, or damage during transportation, Nhất Khoa will cover all shipping costs.
• As shipping fees are considered additional expenses outside the scope of warranty coverage, customers are responsible for all shipping costs in warranty cases. However, Nhất Khoa will always assist in arranging the most convenient and cost-effective shipping method to ensure a smooth and timely warranty process for customers.