Return and Exchange Policy

At Long Phuong Porcelain, we are committed to providing our customers with products that meet the highest standards of quality, safety, and satisfaction. While we take great care in packaging and delivering our porcelain in perfect condition, we understand that issues may occasionally arise. This Return and Exchange Policy outlines our commitment to fairness and clarity in every transaction.

Please read the following policy carefully before placing an order. By purchasing from our website or showrooms, you agree to the terms and conditions outlined below.

1. Our Commitment to Quality

We guarantee that all items sold at Long Phuong Porcelain are brand new, unused, and match the product descriptions listed on our website. Products are carefully inspected and packed to ensure that they arrive intact and as expected.

If you receive an item that does not meet this commitment, we are here to assist you promptly and respectfully.

2. Shipping and Delivery Inspection

All orders are shipped through trusted logistics partners. Upon delivery, we strongly encourage customers to:

• Inspect all items immediately in the presence of the delivery personnel.
• Only sign and pay if the products are complete, correct, and in original condition.
• If there is any issue such as damage, missing items, or incorrect products, please refuse to accept the package and contact our hotline at 098.959.5866 for immediate support.

Important Note: To facilitate the resolution process in the case of damage or loss during shipping, we require customers to record an unboxing video showing the unopened package and the unpacking process clearly.

This video acts as valid proof should a claim be necessary.

3. Return and Exchange Policy Conditions

We understand that under certain circumstances, you may wish to return or exchange a product. We sincerely apologize for any inconvenience this may cause and appreciate your patience as we work to resolve the issue.

3.1. Requesting a Return or Exchange

• Notify our customer service team within 3 days of receiving the item.
• You can reach us via our official Facebook page or hotline at 098.959.5866.
• Our support team will respond within 24 working hours after receiving your request.

3.2. Eligible Returns and Exchanges

We accept returns or exchanges in the following situations:

• Wrong product delivered
• Product damaged during shipping (with video proof)
• Manufacturing defects
• Cases where customer is unsatisfied and wishes to exchange for another item (see fee policy below)

3.3. Ineligible Returns

We are unable to accept returns or exchanges in the following cases:

• Products that have been used
• Items without original packaging or missing accessories
• Complimentary gifts or free promotional items
• Damage caused by improper use, accidents, or customer error

3.4. Fees & Shipping Responsibility

• If the issue is due to Long Phuong (defective or wrong product): We cover all return and reshipping fees.
• If the exchange is due to personal preference (change of mind): The customer will bear both-way shipping costs (return + re-delivery).

* Note: We do not encourage exchanges based on change of mind and do not offer shipping discounts in these cases.

4. How to Return an Item

Once your return/exchange request is approved:

• Carefully repack the product in its original condition and packaging.
• Include all original accessories, labels, and invoice (if applicable).
• Our team will guide you on the appropriate shipping method based on your location.

Returns that do not meet the above conditions may be rejected or subject to partial refund.

Long Phuong Group Joint Stock Company

• Phone number: (+84) 989 595 866
• Email: export@longphuong.vn
• Factory: Hap Linh Industrial Cluster, Hap Linh, Bac Ninh, Vietnam
• Showroom Ha Noi: 59 Cua Bac, Ba Dinh Ward, Hanoi, Vietnam
• Showroom Ha Noi: 37 Cua Nam, Cua Nam Ward, Hanoi, Vietnam
• Showroom TP. Ho Chi Minh: 127 Le Thi Rieng, Ben Thanh Ward, Ho Chi Minh, Vietnam