At Cicook, we firmly believe in a "Customer-Centric" philosophy, and we are committed to delivering the best possible experience to our customers. In the unfortunate event that you receive a defective, damaged, or incorrect item, please contact us to ensure your rights are protected through the return and exchange policy outlined below.

1. Eligible Return & Exchange Cases and Conditions

Below are the specific cases in which returns or exchanges are accepted, along with the conditions to ensure a smooth and efficient process.

Eligible Return & Exchange Cases:

• The received product has incorrect quantity, information, or model compared to your order.
• The product is defective due to manufacturing errors.
• The product is damaged during shipping.
• The product has expired.

Return & Exchange Conditions:

• A video recording of the unboxing process is required.
• The product must still be within the eligible return period.
• The product must be unused and in its original condition.

2. Return and Exchange Process

Below is Cicook’s detailed return and exchange process for customer reference:

How to Submit a Return/Exchange Request

If you need to return or exchange a product, please contact Cicook Customer Service through one of the following channels:

• Cicook Hotline: 1900.4408
• Email: Love@cicook.vn

Customers are encouraged to prepare essential information such as order number, phone number used for the purchase, and video evidence to help expedite the process.

Methods and Timeframes for Returns/Exchanges

Depending on the reason for the return/exchange and customer preferences, Cicook will proceed with one of the following options:

• Exchange or reshipment of the product depending on the reported issue:
  • For customers in Ho Chi Minh City: Returns or exchanges are processed within 3–5 business days from the date of successful delivery.
  • For customers in other provinces: Returns or exchanges are processed within 5–7 business days from the date of successful delivery.
• Refunds:
  • For payments via ATM cards / MoMo Wallet / ZaloPay: Refunds are issued within 3–5 business days (excluding Saturdays, Sundays, and public holidays). If the refund is not received within this timeframe, Cicook will assist in contacting your bank to resolve the issue.
  • For Visa/MasterCard/JCB payments: Refunds are issued within 7–15 business days (excluding Saturdays, Sundays, and public holidays). If you do not receive your refund after this period, please contact your bank directly for assistance.

Cicook always listens and walks alongside our customers on every shopping journey. If you have any questions or return requests, don’t hesitate to contact us — we are ready to support you with professionalism and care.