BASIC ORDER POLICY
Shipping policy for items in stock:
All items specified as in stock are usually delivered on the same day if the order is placed before 1:00 PM Vietnam time. In-stock orders received after 1:00pm can be shipped the next business day. A confirmation email will be sent after the item leaves our warehouse and it will provide a tracking number for your shipment. Standard delivery for orders within Vietnam is two to three (3-5) business days by post or delivery partner. Buyer understands that KENTEK is not responsible for lost, stolen, undelivered or misdirected packages and that once the order leaves KENTEK's care and responsibility letters.
Out of stock policy:
When inventory fluctuates hourly, an item is indicated as in stock when you place an order but may in fact be out of stock. In this case, we will do our best to notify you by email/telephone immediately that your order will be placed in pre-order status. The email will also give you information on how to cancel your order if you no longer want to wait for the item to be in stock. Most out-of-stock items will be returned to stock within three (3) business days.
International order policy:
International buyers are responsible for all shipping, customs and import charges. KENTEK will not allow refunds of products and/or shipping costs for packages that are refused upon receipt or returned by an International carrier. Aborted orders will not be refunded.
Order cancellation policy:
To cancel an order you have placed, you must contact customer support on Hotline 18001153.
Every effort will be made to deal with the cancellation of your order as long as it has not been delivered.
When you contact customer support to cancel your order, please provide your name, order number and contact information. Please note that if the item has been shipped, the order cannot be cancelled. In this case, you may request a return of the item for a refund, less shipping and handling costs, as follows.
Standard return policy:
If you are not satisfied with your 100% with your purchase, you have 14 calendar days to return the item from the date you received it. Only items that have been purchased directly from KENTEK, through the KENTORI.VN website or KENTEK's official E-Commerce Site, can be returned to KENTEK. KENTEK products purchased through other retailers must be returned in accordance with their respective return and refund policies. Item must be returned in its original packaging, along with a copy of the original receipt.
Return an item:
To initiate an exchange, please contact KENTEK directly with your order number and the reason for the return. All returns must be sent, using a trackable shipping service, to our warehouse: KENTEK Pharma at 467/84 Le Duc Tho, Ward 16, Go Vap, TP. Ho Chi Minh, Vietnam. If you are ordering an item over 10 million VND, you should consider purchasing shipping insurance. We do not guarantee that we will receive your returned item. No refunds will be issued for any items that are not returned at this location or cannot be tracked. For convenience, KENTEK may create a return label and provide it to the customer via email; (the cost of the shipping label will be deducted from the refund amount). Open and/or used returns are not eligible for a full refund.
For returns with a copy of the original receipt, you will be refunded the original product price, using the same payment method as the original payment method. If you pay by credit or debit card, the refund will be sent to the card issuer within ten business days of receipt of the return. Please contact your card issuer if you have questions about when credit will be credited to your account. When you return a product in person, you must present the original card at the time of return, along with your National ID Card or Passport issued by local law enforcement or government for identification purposes only. This is required for all direct returns and exchanges We reserve the right to refuse refunds without a receipt. Shipping and handling fees are non-refundable. Special orders are non-refundable and non-refundable. Refund fees up to 20% order subtotal may be charged to the refund balance on a case-by-case basis.
If you have returned an item to us and have not received a refund, please wait for the processing time and then check your bank account again; as it may take some time before your refund is officially paid. If you've done all of this and still haven't received your refund, please contact us. While our policies are stable, we will do everything we can to work with you to ensure your experience with us is positive.