Return & Exchange

This Return & Exchange Policy applies to all purchases made on our Website, incorporated by reference into our Terms and Conditions, and any capitalized terms not defined in this Returns Policy are described in the Terms. You agree to comply with all Terms when accessing or using our Services, including this Returns Policy.

Change of mind requirements

We know exchanging and returning an item can be disappointing, so we've made the process as easy as possible. If you have changed your mind about an item, we may offer store credit or product exchange, provided that:

Eligibility: 

   - The request is made within 14 days of the arrival date for store credit or product exchange

   - The item(s) are unworn, unused, with all original packaging or tags attached, and where the product's seal is not broken, damaged, stained, or altered

   - The item(s) are not Excluded Goods,  as detailed below:

     + Excluded Goods: Headwear, Socks, Underwear/Lingerie, Swimwear without hygiene seal, Cosmetics/Beauty, Hair Accessories, or other products stated in the product description

   - Items marked “Clearance” are not eligible for return under any circumstances.

Note: If the item(s) are found to be damaged, worn, stained (e.g. makeup, deodorant, perfume, or other signs of use), altered, or incorrect.  It/They will not be accepted, and the product will be returned to you (We will email you the unboxing video, decision, and estimated shipping cost for your confirmation before shipping back the package)

Exchange: 

   - Each order is eligible for ONE (01) exchange only.

   - The exchanged item must have an equal or higher value.  Any price difference can ONLY be stored as store credit, and is not eligible for a refund.

Exchange process: 

1. Initiate Request
Email us at hello@rebnofficial.com with your order number and reason for exchange.

2. Submit Product Images
Include clear photos of the item showing:

   - The product from multiple angles

   - All original tags are still attached

   - The item is in unused condition

3. Our customer service will respond within 1–2 business days to confirm exchange eligibility and provide instructions.

4. Pack & Ship

   - Repack your item in its original REBN packaging, including the zip bag.

   - Include your order confirmation slip in the package.

   - Ship to:
     Name: REBN Official
     Address: 3A An Phu Dong Street, An Phu Dong, District 12, Ho Chi Minh City, Vietnam
     Phone: +84 938 492 857

5. Processing Time
Please allow up to 14 business days after your package arrives for your exchange to be reviewed and processed. We will follow up with an email regarding the shipping fee and tracking number

Return process:

   - The request is made using the Order Portal on our website: My Account > Orders > Select the order > Select Return > Select Reason

   - Our team will approve/decline or ask for more proof depending on the reason

   - If confirmed, please pack & ship your order as follows:

   - Repack your item in its original REBN packaging, including the zip bag.

   - Include your order confirmation slip in the package.

   - Ship to:
     Name: REBN Official
     Address: 3A An Phu Dong Street, An Phu Dong, District 12, Ho Chi Minh City, Vietnam
     Phone: +84 938 492 857

   - REBN will send a confirmation email once we receive the return package, and will issue the store credit if eligible.

   - The refund will be completed in 7-14 business days, depending on your bank.

Store credit

If the return follows our policy, we will send a confirmation email of the store credit as a voucher code, without an expiration date, within 14 business days after receiving the return package.

Refund

   - All orders are NOT eligible for a refund, except for damaged, defective, or incorrect item(s). The customer must provide an unboxing video showing the defect. 

     + REBN will review the request within 7 business days and approve/decline the refund request based on the condition of the video and request time.

     + After the return package arrives, REBN will review the package under camera for condition confirmation

     + We will return the order amount to your original payment method within 20 days of receiving the package. 

Shipping Fee

   - For change-of-mind exchanges or returns, customers are responsible for all shipping costs.

   - REBN covers return shipping only for defects and incorrect shipments confirmed by our team before the item is returned.

   - Refunds, if eligible, will be issued to the original payment method.

Please note: 

   - If the return order does not include the same product or does not follow the requirements stated in this policy, or the item(s)’ condition has changed after REBN received it, such as missing accessories, signs of use, or non-compliance with exchange policies, REBN will deny the refund.

   - Note: Where an item is damaged through misuse, we cannot provide a refund, exchange, or repair. 

   - We may not be able to offer a replacement or exchange on some Products if the product is out of stock, even for faulty/damaged/defective, or incorrect orders.