Tips

“Easy Returns on Tiki: Your Guide to a Seamless Return and Refund Process”

Introducing the Ultimate Guide to Returning and Exchanging Items on Tiki: Navigate Through the Process Like a Pro and Understand the Ins and Outs of Their Refund Policies in 2024. Get ready to empower yourself with the knowledge to navigate returns and exchanges on Tiki like a seasoned pro. Uncover the secrets to a seamless experience and understand your rights as a customer. This comprehensive guide will ensure you're equipped with the know-how to tackle any discrepancies between your orders and their online representations.

Administrator

11 July, 2024

104

Online shopping on e-commerce platforms has become an integral part of our daily lives. To ensure your rights, it is important to know how to return or exchange items that do not meet your expectations. Below is a detailed guide on how to easily and quickly return or exchange items on Tiki.

1Time Frame for Returning or Exchanging Items on Tiki

The time frame for returning or exchanging items on Tiki varies depending on the type of product. The return period is from the date of successful delivery by Tiki up to 30 days or more for certain items. Here is a table outlining the return time frames for your reference:

DAYS SINCE TIKI DELIVERY	DEFECTIVE ITEMS (from supplier)	NON-DEFECTIVE ITEMS *()**	ITEMS WITH USER-INFlicted DEFECTS
Mobile Phones – Tablets, Appliances, TVs, Cameras – Camcorders, Laptops	First 7 days	Exchange Return without fee	No exchange/return support	Warranty or repair with fees as per supplier’s policy.
8 – 30 days	Warranty	No exchange/return support	Warranty or repair with fees as per supplier’s policy.
30 days onwards	Warranty	No exchange/return support	Warranty or repair with fees as per supplier’s policy.
Home Appliances, Digital Accessories, Electronic Components.	First 7 days	Exchange Return without fee	Return without fee	Warranty or repair with fees as per supplier’s policy.
8 – 30 days	Warranty	Return without fee	Warranty or repair with fees as per supplier’s policy.
30 days onwards	Warranty	No exchange/return support	Warranty or repair with fees as per supplier’s policy.
Motorcycles, Electric Scooters	Only applicable for warranty, no exchange/return	Only applicable for warranty, no exchange/return	Only applicable for warranty, no exchange/return	Only applicable for warranty, no exchange/return

Voucher/ E-voucher Services	First 30 days	Exchange Return without fee	No exchange/return support	No exchange/return support
30 days onwards	No exchange/return support	No exchange/return support	No exchange/return support
Fresh Food: Meat, Seafood, Vegetables, Fruits, Frozen Food, Ready-to-eat Meals, Dairy & Eggs	Upon receipt of delivery	Return without fee	No exchange/return support	No exchange/return support
Fresh Food: Other Products	24 hours	Return without fee	No exchange/return applicable	No exchange/return applicable
Other Product Categories	First 30 days	Exchange Return without fee	Return without fee	No exchange/return support
30 days onwards	No exchange/return support	No exchange/return support	No exchange/return support

2Restricted Items for Return or Exchange on Tiki

Certain items on Tiki are restricted from being returned or exchanged if they are not defective and include the following products. Please pay attention to this list before attempting to return or exchange any of these items!

CATEGORY	PRODUCTS
Mobile Phones – Tablets – Laptops	Mobile phones, tablets, laptops
Digital Devices – Digital Accessories – IT Equipment	Products with activated warranty, unsealed, used, or with data backup, etc.
Cameras – Camcorders	All products in the category: https://tiki.vn/may-anh
TVs	All TV products
Appliances	Refrigerators, washing machines, air conditioners, water heaters, clothes dryers, dishwashers, freezers, wine coolers
Fashion	Underwear, swimwear, sleepwear, pajamas, jewelry Shoes from brands: Converse, Vans Watch brands from certain sellers: + Dong Ho Tan Tan: BULOVA, CARAVELLE, Citizen, CITIZEN (Japan), Movado, Tissot. + Nguyen Van Loc: Adriatica, ANNE KLEIN, Armitron, Jazma, LACOSTE, Obaku, Sonata, STORM, Titan, TOMMY HILFIGER. Fashion items from the brand Mango
Beauty – Health	Perfumes
Mother & Baby Products	Milk, baby food, beverages for mothers and babies. Underwear, swimwear for babies.
Books	Newspapers, magazines, periodicals. CDs/DVDs. Products with bookcare wrapping.
Vouchers – Services	All products in the Vouchers – Services category
Motorcycles, Cars, Bicycles	Motorcycles, electric scooters, bicycles
Fresh Food	Meat, Seafood, Vegetables, Fruits, Frozen Food, Ready-to-eat Meals, Dairy & Eggs
Alcoholic Beverages	Alcoholic drinks
Other Products	Promotional, complimentary, or clearance items. Items purchased at offline events. Products with information stating no return/exchange (Tissot, Citizen, Titan, Obaku…). Items purchased with installment payment.

Note: Within 7 days from the date of delivery, if your device has been repaired due to a defect, Tiki will not support exchange/return but will only provide a warranty.

3Conditions for Returning or Exchanging Gifts/Bundled or Additional Purchase Items

For any requests for exchange/return/warranty, the buyer must provide images/videos of the defective product. If Tiki does not receive the required images/videos within the exchange/return period, the request will be rejected.

Additionally, it is recommended to record a video of the product packaging for future reference in case of disputes related to returns.

Conditions for Returning or Exchanging Gifts/Bundled or Additional Purchase Items

In addition to the general policies on return/exchange/warranty time frames and conditions, the following conditions apply to Gifts, Bundled Products/Services, and Additional Purchase Items:

GIFTS	BUNDLED/ADDITIONAL PURCHASE ITEMS
Defective Items (from the supplier)	Exchange the defective product or return the entire bundle	Exchange the defective product or return the entire bundle
Non-Defective Items	Return the entire bundle	Return the entire bundle

Notes:

Exchange/return/warranty is not applicable for gift products.
Only support returns if the gift/bundled product/additional purchase product is still new and returned in full.
Warranty cases will follow the warranty policy of the seller/manufacturer.

4Return Policy for Orders Delivered from Overseas

1/ Products purchased through the overseas delivery option are not eligible for exchange or warranty.

2/ Products purchased through the overseas delivery option are not eligible for return if the customer no longer has a need for the product.

3/ Products purchased through the overseas delivery option are only eligible for return and refund in the following cases:

Substandard quality, including breakage, leakage, melting during transportation, technical faults, expired products, etc.
Used, refurbished, or second-hand items, or items that do not match the provided information (images, descriptions, etc.)
Counterfeit or imitation products, or items that are not genuine;
Incorrect or incomplete delivery of the product or its components.
Prohibited goods that are not allowed to be imported into Vietnam.
Products purchased through the overseas delivery option are eligible for return and refund in cases of defective items and meeting the required conditions. Please refer to the detailed information below.

If you receive a defective product, the following return and refund policy will apply:

Product Category	Time Frame from Successful Delivery	Defective Items (From Supplier)	Non-Defective Items	Items with User-Inflicted Defects
Electronics Delivered from Overseas – (Mobile Phones, Tablets, Home Appliances, Digital Accessories)	7 days	Return and Refund	Not Applicable	Not Applicable
Other Product Categories Delivered from Overseas	30 days	Return and Refund	Not Applicable	Not Applicable

Return Policy for Orders Delivered from Overseas

Contact TikiCare in the Following Cases:

Products with external defects (scratches, external damage, breakage): Within 48 hours from the successful delivery.
Incorrect or incomplete delivery: Within 7 days from the successful delivery.

Conditions for Return and Refund for Defective Items (from the Supplier):

The product must be complete with all parts, accessories, warranty seals or cards, and accompanying gifts (if any).
The product must be accompanied by the original invoice or receipt from the seller.
To ensure customer rights and provide a basis for Tiki to work with related parties, all return requests must be accompanied by images/videos of the defective product. If

Frequently asked questions

Tiki offers a seamless and customer-friendly return and refund process. You can return your items within 7 days from the date of delivery and receive a full refund, including shipping fees. The items must be in their original condition with all tags still attached, and you’ll need to provide a valid reason for the return.

To initiate a return, simply log into your Tiki account and access the ‘My Orders’ section. Find the order containing the item you wish to return and click on ‘Return Item’. You’ll then be guided through the return process, including selecting a return method and arranging for the item to be picked up or dropped off.

Tiki accepts returns for a variety of reasons, including if the item you received is defective, differs from the description or images on the product page, or if you simply changed your mind and no longer want the item. Additionally, you can return items that are missing parts or accessories, or if you received the wrong product altogether.

Once Tiki receives your returned item, they will inspect it and process your refund within 3-5 business days. The refund will be issued through your original payment method. For credit card payments, the refund may take an additional 5-15 business days to reflect on your statement, depending on your bank.

Yes, Tiki offers the option to exchange your item for a different one. You can select this option during the return process. However, exchanges are subject to availability, and you may need to return your original item and place a new order for the desired item.

If you don’t have a Tiki account, you can still initiate a return by contacting Tiki’s customer support team and providing them with your order number and details about the item you wish to return. They will guide you through the return process and assist you in arranging the return without the need for a Tiki account.

Yes, certain items are non-returnable due to health and safety reasons or if they fall under specific categories. These include perishables, personalized or customized items, downloadable software or media, and items that have been worn or used, among others. Make sure to check Tiki’s full list of non-returnable items before initiating a return.

In the unlikely event that your returned item gets lost during shipping, Tiki will take responsibility and offer a resolution. Make sure to keep your return shipping receipt and tracking information as proof of your return. Contact Tiki’s customer support team and provide them with the necessary details, and they will assist you in resolving the issue.

Yes, items purchased during promotions or sales are still eligible for returns and refunds. However, certain promotional items may have specific conditions or exceptions, so be sure to check the promotion’s details before initiating a return.