SHIPPING, RETURNS AND REFUNDS POLICY
PART A – SHIPPING AND DELIVERY
1. Delivery Coverage and Shipping Provider
The Company delivers orders nationwide through Shopee Express (SPX Express). Certain island areas and remote locations may not be eligible for delivery. Customers will be notified of any delivery restrictions before confirming their orders.
2. Estimated Delivery Times
Orders will be confirmed and handed over to the shipping provider within one (01) working day, excluding weekends and public holidays.
Estimated delivery times are as follows:
- Ho Chi Minh City: 2–3 days;
- Other provinces and cities: 3–5 days;
- Remote and hard-to-reach areas: 5–7 days.
In the event of delivery delays due to public holidays, weather conditions, force majeure events, or other causes, the Company will promptly notify the customer. The customer has the right to cancel the order and receive a refund if payment has already been made.
3. Shipping Fees
Shipping is free for orders with a total value of VND 4,000,000 or more.
Orders below this threshold are subject to shipping fees based on the shipping provider’s applicable rate schedule. The shipping fee will be displayed at checkout before the customer confirms the order.
4. Inspection Upon Delivery
Customers may inspect the external condition of the package and verify the quantity of products upon delivery, before making payment or accepting the shipment. However, customers are not permitted to break the product seals or try the products during this inspection.
If the package shows signs of damage, such as dents, tears, or moisture, customers are advised to refuse delivery or record the condition of the package with the delivery personnel.
Customers are strongly encouraged to record a video of the entire unboxing process, clearly showing the shipping label and all six sides of the package, as supporting evidence in the event of a dispute or complaint.
5. Unsuccessful Delivery
The shipping provider will make up to two (02) delivery attempts to contact and deliver the order to the customer.
If the customer cannot be reached or refuses to accept the delivery, the order will be canceled.
PART B – RETURNS AND EXCHANGES
6. Free Returns and Exchanges
Within seven (07) days from the date of receipt, customers may request a return or exchange free of charge, with the Company bearing the return shipping costs, in the following circumstances:
- The wrong product or an incorrect quantity was delivered;
- The product has a manufacturing defect, such as breakage, leakage, or a defective pump;
- The product was damaged during shipping; or
- The product has expired or does not conform to the product information published by the Company.
7. Returns and Exchanges for Personal Reasons
Customers who wish to return or exchange a product for personal reasons, such as no longer needing the product or wanting a different product, may submit a request within seven (07) days from the date of receipt, provided that:
- The product seal remains intact;
- The product has not been used;
- The original packaging is complete; and
- Any accompanying gifts are returned in full.
In such cases, the customer is responsible for the shipping costs associated with the return or exchange.
8. Items Not Eligible for Returns or Exchanges
Returns and exchanges will not be accepted in the following circumstances:
- The product seal has been broken or the product has been used, except where a manufacturing defect is established;
- The product has been damaged due to improper storage or use contrary to the instructions provided;
- The item is a gift or product sample;
- The product was not purchased through luvaii.vn; or
- The return or exchange request is submitted after the applicable deadline.
For hygiene and safety reasons, the Company does not accept returns or exchanges of opened products on the grounds that the product is unsuitable for the customer’s skin.
Customers may contact the Company for advice on appropriate product usage.
9. Return and Exchange Procedures
Step 1 – Submit a Request
Contact service@butterfly.com.vn and provide your order number, photographs and/or videos of the product, and an unboxing video, if available.
Step 2 – Eligibility Confirmation
The Company will confirm whether the product qualifies for a return or exchange within two (02) working days and provide instructions for returning the product.
Step 3 – Inspection and Resolution
After receiving and inspecting the returned product, the Company will send a replacement product or issue a refund in accordance with Part C of this Policy.
The total processing period shall not exceed fourteen (14) days from the date the request is received.
PART C – REFUNDS
10. Circumstances Eligible for Refunds
Refunds may be provided in the following circumstances:
- An order has already been paid for but is subsequently canceled due to reasons such as an out-of-stock product, a pricing error, a delivery delay, or unsuccessful delivery attributable to the Company;
- A return request has been approved; or
- A defective product cannot be replaced because the replacement product is out of stock.
11. Refund Methods and Time Limits
Cash on Delivery (COD) Orders: Refunds will be transferred to the bank account provided by the customer within seven (07) working days from the date the refund request is confirmed.
The refund amount will equal the actual amount paid for the product after deducting any applicable promotional discounts.
The original shipping fee will also be refunded if the issue is attributable to the Company.
This Policy takes effect on October 6, 2026.
