RETURN, REFUND & CANCELLATION POLICY
LOTUS BLEU ASIA
Operated by KAPYWINGS COMPANY LIMITED
1. General Information
This Return, Refund & Cancellation Policy applies to purchases made through the Lotus Bleu Asia website and fulfilled by KAPYWINGS COMPANY LIMITED ("KAPYWINGS", "we", "us", or "our").
We aim to ensure that all products are delivered in good condition and correspond to the customer's confirmed order and the descriptions published on our website.
This policy explains the conditions, procedures, responsibilities, and timelines applicable to product returns, exchanges, refunds, and order cancellations.
Nothing in this policy excludes or restricts mandatory consumer rights under applicable Vietnamese law.
2. Return and Exchange Eligibility
Customers may request a return, exchange, replacement, refund, or another applicable remedy when:
- A product is defective or damaged.
- An incorrect product has been delivered.
- A product does not correspond to its advertised description, specifications, or the confirmed order.
- One or more products are missing from the delivered order.
- Another circumstance gives the customer a right to a remedy under applicable Vietnamese law.
Customers are encouraged to submit return or exchange requests within 7 calendar days after delivery.
This seven-day period is our standard commercial claim window. It does not limit statutory warranty rights, remedies for non-conforming products, or any longer period prescribed by law.
Customers are encouraged to retain the original packaging, accessories, product labels, and proof of purchase to facilitate verification.
For defective, damaged, incorrect, or non-conforming products, opened packaging or broken seals do not automatically invalidate a claim.
3. Change-of-Mind Returns
KAPYWINGS does not offer voluntary returns or exchanges for reasons unrelated to a product defect, incorrect delivery, non-conformity, or another legally recognized entitlement.
Examples include:
- Changing one's mind after purchasing.
- Personal preferences regarding a product's design, color, or appearance when the product matches its description.
- Ordering the wrong product or quantity through customer error.
- Products damaged through misuse or improper handling by the customer.
This restriction does not apply where Vietnamese law provides a mandatory right to cancel, terminate, return, or obtain a refund.
In particular, consumers may have statutory rights to terminate certain distance transactions where the seller has failed to provide information required by law or has otherwise breached mandatory obligations.
Such rights will be honored regardless of the commercial restrictions described above.
4. Return Shipping Fees
Defective, damaged, incorrect, or non-conforming products
When the issue is attributable to KAPYWINGS or its transportation providers, KAPYWINGS covers reasonable return shipping and replacement delivery costs.
Customers will not be charged additional shipping fees for resolving verified issues for which KAPYWINGS is responsible.
Other returns required by law
Where a return or cancellation is required by applicable law, responsibility for return shipping and related costs will be determined according to the relevant legal provisions.
Any applicable charges will be clearly communicated to the customer before the return arrangements are finalized, except where the law requires KAPYWINGS to bear those costs.
5. Return and Exchange Procedure
Step 1 — Contact Customer Service
Customers should contact us as soon as reasonably possible after discovering an issue, preferably within 7 calendar days after delivery, and provide:
- Order number or proof of purchase
- Product concerned
- Description of the issue
- Photographs or supporting documentation, where available
Step 2 — Request Review
Our customer service team will normally acknowledge and review the request within 2 business days.
Additional information may be requested where reasonably necessary.
Step 3 — Return Instructions
Where a physical return is necessary, we will provide the return address, packaging instructions, and transportation arrangements.
Customers are encouraged to contact us before returning products to ensure appropriate coordination.
Step 4 — Inspection and Resolution
Where inspection is necessary, we will normally complete it within 3 business days after receiving the returned product.
Following verification, KAPYWINGS will provide an appropriate remedy in accordance with applicable law, which may include:
- Replacement with an identical product
- Exchange for an alternative product with the customer's agreement
- Delivery of missing products
- Partial or full refund
- Another remedy required by applicable law
Where a statutory remedy is available, customers will not be required to accept an alternative that unlawfully restricts their rights.
6. Refund Policy
6.1 Refund Processing Time
Approved refunds will normally be initiated within 3–5 business days after approval and completion of any necessary inspection.
This processing period does not extend or override any shorter mandatory refund deadline prescribed by Vietnamese law.
Where the law requires a refund before the completion of the normal inspection process, the applicable statutory requirement will prevail.
6.2 Refund Method
Our standard refund method is bank transfer to an account designated by the customer.
Customers may be asked to provide the account holder's name, bank name, and bank account number.
However, where Vietnamese law requires repayment through the original payment method, KAPYWINGS will use that method unless the customer expressly agrees to another legally permitted method.
This exception applies in particular to statutory termination rights for distance transactions where the applicable consumer-protection provisions require repayment using the original payment method.
6.3 Refund Amount and Fees
The refund amount will correspond to the amount legally refundable for the affected product or order.
Where the refund arises from an issue attributable to KAPYWINGS, customers will not bear additional shipping or refund processing fees.
No refund deduction will be applied contrary to mandatory consumer-protection provisions.
7. Order Cancellation
7.1 Before Dispatch
Customers may request voluntary cancellation before their order has been handed over to the transportation provider.
If cancellation is confirmed before dispatch, KAPYWINGS will cancel the order and refund the full amount paid, if applicable.
7.2 After Dispatch
Once an order has been handed over to the transportation provider, voluntary cancellation is no longer accepted.
This restriction does not affect mandatory cancellation or termination rights provided by Vietnamese law.
Where a consumer has a statutory right to terminate a distance transaction, including in circumstances involving failure to provide legally required information, KAPYWINGS will process the request in accordance with the applicable legal provisions, regardless of whether the order has been dispatched.
Customers also retain applicable rights concerning defective, incorrect, damaged, or non-conforming products.
8. Damaged or Missing Products Upon Delivery
Customers are encouraged to inspect their orders promptly upon receipt.
Visible damage, missing items, or incorrect products should preferably be reported within 48 hours after delivery to facilitate investigation with the transportation provider.
This recommended reporting period does not restrict the standard seven-day claim window or any statutory consumer rights.
KAPYWINGS will coordinate with its logistics providers to investigate verified transportation-related issues and arrange appropriate remedies where responsible.
9. Customer Service and Complaint Resolution
For returns, exchanges, refunds, cancellations, or related complaints, please contact:
LOTUS BLEU ASIA
Operated by: KAPYWINGS COMPANY LIMITED
Enterprise Registration Number: 0319368013
Registered Address: No. 2 Thi Sách Street, Sài Gòn Ward, Ho Chi Minh City, Vietnam
Phone: +84 984 802 785
Email: contact@lotus-bleu.asia
We aim to acknowledge customer requests within 2 business days and communicate the next steps for resolution.
Complaints will be reviewed fairly, transparently, and in accordance with applicable Vietnamese consumer-protection legislation.
Where a statutory complaint-handling deadline applies, KAPYWINGS will comply with that deadline.
10. Consumer Rights and Policy Updates
This policy is intended to operate in accordance with applicable Vietnamese e-commerce and consumer-protection laws.
If any provision conflicts with a mandatory legal requirement, the applicable law will prevail.
KAPYWINGS may update this policy to reflect operational or regulatory changes.
The version applicable when an order is placed will generally govern that order, unless otherwise required by law or agreed with the customer.
Last updated: 31 October 2026