Returns & Defective Items
- We do not accept returns or refunds under any circumstances.
- Customers are required to record a continuous unboxing video when opening their order. In the event of an issue, this video must clearly show the product’s condition and any visible defects in order for the request to be reviewed.
- If a product is confirmed to be defective due to manufacturing faults, we will facilitate an exchange for the same design and size at no additional cost. All shipping fees associated with this exchange will be fully covered by us.
- Exchanges must follow the original purchase channel:
+ Online orders must be processed via our online support.
+ In-store purchases must be handled directly at the original country.
- Please note that any request submitted without a valid unboxing video clearly showing the defect will not be eligible for support.
Exchanges ( Size/ Model Preference )
- Exchange requests for size or model preference are are only accepted for orders within Vietnam only.
- International orders are not eligible for exchanges for size or model preference.
- Customers may request an exchange for a different size or model, subject to availability.
- For exchanges due to size or model preference, customers are responsible for all shipping costs (both directions) as well as any additional fees incurred, if applicable.
- We are unable to process exchange requests if the issue is reported after the customer has traveled to another country, as this falls outside our processing scope and timeframe.
- The replacement item must be of equal or higher value than the original product. If the selected item is of higher value, the customer will be required to pay the price difference. If the value is lower, the difference will not be refunded.
- Each order is eligible for one exchange only.
- Exchanges are not available for personalized items or sale items.
Conditions for Exchange ( Size/ Model Preference )
- Products must be unworn and in sellable condition, including original packaging.
- Products must not have defects arising from storage and transportation by the buyer.
- Divide Haus reserves the right to refuse exchanges if the product does not meet the above conditions.
Exchange Period
- For in-store purchases within Vietnam, exchange requests must be submitted within 3 days of the purchase date.
- For online purchases, exchange requests must be submitted within 5 days from the shipment date.