Refund policy

 

REFUND & RETURN POLICY

At The Ho Tieu, we want you to enjoy our products and be fully satisfied with your purchase. Please read our return conditions carefully, as rules differ for food and non-food items.

1. Damaged or Incorrect Items Please inspect your order upon delivery. If an item is defective, damaged, or if you received the wrong product, contact us immediately at thehotieu@gmail.com.

  • Important: To expedite your claim, please provide an UNBOXING VIDEO clearly showing the condition of the package and the product.

2. Non-returnable Items (Food Products) Due to food safety regulations, we cannot accept returns on perishable goods such as pepper, spices, or other edible products, unless they arrive damaged or incorrect due to our error.

3. Returnable Items (Non-Food Products) Non-food items (such as grinders, kitchen accessories, or merchandise) may be returned within 14 days of delivery, provided they are:

  • Unused and unopened.

  • In their original packaging.

  • Accompanied by a receipt or proof of purchase.

4. Return Shipping Costs

  • Defective/Incorrect Item: The Ho Tieu will cover 100% of the return shipping costs.

  • Change of Mind: The buyer is responsible for return shipping costs.

5. How to Initiate a Return To start a return, please contact us at thehotieu@gmail.com. Returns sent back without prior approval will not be accepted.

6. Refunds Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds will be issued to your original payment method within 10 business days. Please note your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at thehotieu@gmail.com.