Keyshu 7-Day Return Policy and Complaint Handling Process

At Keyshu, we understand that customer peace of mind and trust are the guiding principles behind every development activity. In addition to striving to deliver safe, gentle, and scientifically formulated cosmeceutical products, Keyshu is committed to protecting consumer rights through a transparent, fast, and dedicated return and complaint-handling policy.

If you encounter any issue related to your order or product quality, Keyshu is always ready to accompany you and handle the matter according to the strict process below.

1. Product return policy

To deliver the best shopping experience, Keyshu applies a flexible return policy for orders purchased directly through the website system, fanpage, or official stores on e-commerce platforms.

1.1. Return period

• Applicable period: Within 07 days from the date the customer successfully receives the order from the delivery unit.

1.2. Conditions for free returns

Customers are entitled to exchange for a new product or receive a 100% refund when the product falls under one of the following error cases:

• Manufacturer defects: The product has packaging defects, a spray nozzle that does not work, torn seal film, essence leakage, or signs of discoloration, odor change, or deterioration before the expiration date despite proper storage.
• Keyshu system errors: Wrong product, wrong capacity, or missing quantity compared with the actual order invoice.

1.3. Mandatory conditions for returned products

For return requests to be approved quickly, the returned product must meet the following requirements:

• The product must still have intact labels, tags, and brand identification.
• The customer must provide full order information (purchase phone number/order code) together with a video recording of the unboxing process from the moment the parcel is still sealed until the defect is discovered.

2. Complaint receiving and handling process

Keyshu values every contribution and feedback from customers. When there is any complaint regarding customer service, staff attitude, or product quality, the complaint will be handled as follows:

2.1. Official complaint receiving channels

Customers can submit complaint information through the following secure channels:

• Customer service hotline: 1900 1234 (Working time 24/7)
• Support email: cskh@keyshu.vn
• Fanpage inbox: Keyshu Vietnam (official page with verified blue tick)

2.2. Standard 3-step complaint handling process

• Step 1 – Information reception: The customer service department records the customer’s feedback, order code, and photo/video evidence.
• Step 2 – Assessment & verification: Within 24–48 working hours, Keyshu will cross-check with the warehouse, delivery unit, or CGMP factory technical department to determine the root cause.
• Step 3 – Feedback & solution: Our specialist will contact the customer directly to announce the assessment result. If the complaint is valid, Keyshu will immediately send a replacement/compensation product or issue a refund according to the agreement between both parties.

3. Cases where returns and complaints are not applicable

To ensure objectivity and fairness, Keyshu may refuse return/complaint support in the following cases:

• The product has exceeded 07 days from the date of receipt.
• The product has had its seal removed or has been used, except in cases of manufacturer-related deterioration verified by inspection.
• The issue arises because the customer stored the product incorrectly (placing it under direct sunlight or in high temperatures that affect the formula structure).
• The customer changes their purchase decision and wants to switch to another product line due to personal preference or wrong selection, not because of a product fault.
• The customer cannot provide an unboxing video proving the defect at the time of receipt.