1. CASES ELIGIBLE FOR RETURN OR EXCHANGE

Hoa Sen Vet supports product returns or exchanges in the following cases:

The product delivered is different from the name, type, specification, or quantity confirmed in the order.
The order is missing products or has an incorrect quantity.
The product or packaging is damaged, including torn packaging, dents, moisture, peeling, breakage, or leakage caused during transportation.
The product has a manufacturer defect and falls within the manufacturer’s warranty or exchange conditions.
The product shows signs of quality issues caused objectively by Hoa Sen Vet or the manufacturer.
The product remains in its original condition, with intact packaging and labels, has not been used, and meets the applicable return conditions.

Note: Certain veterinary medicines, animal-health supplements, and specialized products may have specific storage requirements, expiry dates, and return conditions. The applicable policy may vary by product and will be explained by Hoa Sen Vet staff before purchase.

2. CASES NOT ELIGIBLE FOR RETURN OR EXCHANGE

Hoa Sen Vet does not accept returns or exchanges in the following cases:

The returned product is not a product supplied by Hoa Sen Vet.
The product has been used, opened, or altered from its original condition, unless the issue is confirmed to be a manufacturer defect.
The product is damaged due to improper storage or failure to follow the manufacturer’s instructions.
The product is damaged due to improper use, transportation, handling, or other actions by the customer.
The product has exceeded the applicable return/exchange period.
The customer has changed their mind or no longer needs the product.
The product does not meet the customer’s intended needs due to the customer’s own selection, where the product was correctly advised and delivered according to the confirmed order.
The product does not meet the customer’s personal expectations but has no confirmed quality defect or error caused by Hoa Sen Vet/manufacturer.
The customer cannot provide sufficient information for Hoa Sen Vet to verify the origin and condition of the product.

3. COMMITMENT TO PRODUCT QUALITY & ORIGIN

Hoa Sen Vet is committed to providing genuine products with clear origins, guaranteed quality, and valid expiry dates in accordance with applicable regulations.

Products are inspected before shipment to minimize the possibility of incorrect, incomplete, or defective deliveries.

If customers notice any unusual signs regarding the product’s origin or quality, please contact Hoa Sen Vet immediately for inspection and appropriate assistance.

4. CUSTOMER RESPONSIBILITIES UPON DELIVERY

To protect your rights, customers are requested to:

Check the external condition of the package before signing for delivery.
Check the quantity and condition of the products upon receipt.
Compare the delivered products with the confirmed order.
Record a video of the unboxing process whenever possible.
Immediately notify Hoa Sen Vet of any abnormalities.

If the package shows signs of breakage, tearing, dents, damaged seals, or leakage, customers are advised to refuse delivery or request the shipping carrier to make a record confirming the condition of the package.

Hoa Sen Vet may not have sufficient grounds to resolve complaints where the customer has accepted the order but cannot provide information, images, or video evidence showing the condition of the product at the time of delivery.

5. RETURN & EXCHANGE PERIOD

Customers are requested to notify Hoa Sen Vet as soon as possible after discovering any issue.

Incorrect or missing products: notify us within 24 hours of receiving the order.
Broken, damaged, leaking, or externally defective products: notify us within 48 hours of receiving the order.
Manufacturer defects covered by warranty/exchange: handled according to the warranty period and conditions applicable to each product.

Special cases will be reviewed individually by Hoa Sen Vet, and the appropriate resolution will be communicated to the customer.

6. RETURN & EXCHANGE PROCEDURE

To request a return or exchange, please contact Hoa Sen Vet via:

Hotline: 0962.665.398 - 📧 Email: hoasenvet@gmail.com

Please provide the following information:

Customer’s full name and phone number.
Order/invoice number.
Name of the product requiring return or exchange.
Quantity of products.
Reason for the return or exchange.
Photos showing the condition of the product.
Unboxing video, if available.

After receiving the information, Hoa Sen Vet’s customer service team will review the case and provide detailed instructions for the next steps.

7. PACKAGING REQUIREMENTS FOR RETURNS

Customers are requested to:

Carefully package the product to prevent additional damage during transportation.
Return all products, packaging, labels, and accompanying accessories, if applicable.
Include the order/invoice information for verification.
Do not remove, alter, or damage product identification information.

Hoa Sen Vet reserves the right to refuse a return or exchange if the returned product is not the same product originally delivered or has suffered additional damage due to improper packaging, storage, or transportation by the customer.

8. RETURN & EXCHANGE SHIPPING FEES

If Hoa Sen Vet delivers the wrong product, an incomplete order, or a product with a defect attributable to Hoa Sen Vet/manufacturer, Hoa Sen Vet will support the applicable return/exchange shipping costs on a case-by-case basis.
If the return or exchange is due to the customer’s reason, shipping costs may be borne by the customer.
For special cases, shipping costs will be communicated and agreed upon before the return/exchange is processed.

9. RETURN & EXCHANGE RESOLUTION

After receiving and inspecting the returned product, Hoa Sen Vet will apply the appropriate solution:

Product replacement: for cases eligible for exchange.

Warranty/service according to manufacturer policy: for products covered by the manufacturer’s warranty.

Refund: if the product qualifies for a refund but a replacement product is unavailable or cannot be supplied.

Refunds will be processed through an appropriate payment method, which may include bank transfer or another method mutually agreed upon by both parties.

HOA SEN VET – COMMITTED TO SUPPORTING LIVESTOCK FARMERS

Hoa Sen Vet places product quality, clear product origin, and customer satisfaction at the heart of our business.

We strive to ensure every product delivered to our customers is the correct product, meets quality standards, and fulfills our commitments. We are always ready to receive customer feedback and continuously improve our products and services.

CUSTOMER SUPPORT