Return & Refund Policy

1. Cancel within 24 hours

You may cancel your order for any reason within 24 hours of placing it and receive a full refund of the amount paid to Saigonmade, including the original shipping charge.

Email info@saigonmade.com with your order number and a clear cancellation request. The deadline is based on when you send the request, not when we read or reply to it. Our processing or dispatch of the order does not remove this 24-hour cancellation right.

After 24 hours, we do not offer cancellation solely because you have changed your mind under our voluntary store policy. This does not limit any cancellation or withdrawal right required by applicable law, including the rights explained in section 6.

2. Faulty, damaged or incorrectly described goods

If an item arrives faulty or damaged, we send the wrong item, or an item does not match the description agreed at purchase, we will refund 100% of the amount actually paid to Saigonmade for the affected item or items, plus the corresponding original shipping charges.

For a multi-item order, the refund covers only the affected items and their corresponding original shipping charges, not the unaffected items. For example, if an order contains 10 items and one is faulty, we refund the amount paid for that one item plus the original shipping charge attributable to it. You do not need to return the affected item. We do not deduct a return fee, restocking fee or payment-processing fee from this refund.

Minor handmade variations that were accurately disclosed before purchase are not, by themselves, a mismatch. Damage caused solely by misuse or alteration after delivery is not a fault present on arrival. These points do not limit your statutory rights.

3. How to request help or a refund

1. Email info@saigonmade.com with your order number or other proof of purchase.
2. Describe the fault, damage or difference from the product description. Photos of the item and packaging, where available, help us review the issue. If you cannot provide photos, contact us so we can discuss other reasonable ways to assess it.
3. We will review the information, ask for clarification if needed, and confirm the outcome and refund details by email. Please do not send the goods back for a claim covered by section 2.

Please report an issue promptly after discovering it. The 24-hour cancellation window is not a deadline for reporting faulty, damaged or incorrectly described goods. This policy does not shorten any mandatory legal claim period.

4. Change-of-mind returns and exchanges

If the goods are not faulty and match the agreed description, we do not offer voluntary returns, exchanges or refunds solely because you changed your mind after the 24-hour cancellation window. This includes no longer wanting the item or preferring a different option from the one you ordered.

Exception: where applicable law gives you a right to cancel or return goods, we will honour that right. See section 6. The no-return-needed promise in section 2 applies to faulty, damaged, incorrect or misdescribed goods; it does not automatically waive the return requirement for a statutory change-of-mind return.

5. Refund method and amount

Refunds for website orders are issued through the original PayPal transaction. We will confirm when a refund has been issued and process it promptly, within any applicable legal deadline. PayPal or the original funding provider may take additional time to display the credit.

For a qualifying claim under section 2, the refund includes the full amount actually paid for the affected items, after any discounts, plus their corresponding original shipping charges and any associated taxes collected by us. Unaffected items are not refunded under this promise. If all items are affected, this covers the full amount paid to Saigonmade for the order.

If shipping was charged separately for each item, we refund the charge for the affected items. If a single shipping charge covered multiple items, we refund the portion attributable to the affected items and explain the allocation in your refund confirmation. We do not refund shipping charges that were not paid.

For a timely cancellation of the entire order under section 1, we refund the full amount paid to Saigonmade for that order, including the original shipping charge and any taxes collected by us. Amounts already refunded count toward the applicable refund total.

Import charges paid separately to customs or a carrier, and independent bank or currency-conversion charges, are not payments collected by Saigonmade. Contact the organisation that collected them about recovery; this does not exclude any reimbursement we must provide by law.

6. Mandatory cancellation and consumer rights

Nothing in this policy excludes or restricts mandatory consumer rights. Where applicable law provides a longer cancellation period, a right to return non-faulty goods or additional remedies, those rights take precedence over our voluntary change-of-mind restrictions.

For example, where EU or UK distance-selling withdrawal rules apply, customers generally have 14 days after receiving goods to notify us that they wish to withdraw without giving a reason, and a further 14 days after notification to send the goods back. Contact us for the return address; waiting for our reply does not extend or reduce your legal notification deadline.

For these statutory change-of-mind returns, the customer pays the direct return shipping cost where legally permitted and disclosed before purchase. We refund the amounts required by law, including standard outbound delivery charges where applicable. Any permitted deduction for handling beyond what is necessary to inspect the goods, and the timing of reimbursement, are governed by applicable law.

For an EU or UK statutory withdrawal, reimbursement is generally due within 14 days of your withdrawal notice, but may be withheld until we receive the goods or evidence that you sent them back, whichever comes first, where the law permits. A premium delivery upgrade need not be refunded beyond the standard delivery cost where those rules apply.

Legal exceptions may apply to goods genuinely made to your specifications or clearly personalised. An item is not automatically exempt just because it is handmade. These exceptions do not remove remedies for faulty or misdescribed goods, or our refund promise in section 2.

7. Missing or delayed deliveries

If your parcel is missing, delayed or shows as delivered but cannot be located, contact us with your order and tracking numbers. We will investigate with the carrier and explain the available remedy under our Terms and Conditions and applicable law. You do not need to return goods you never received.

The change-of-mind restriction does not remove rights arising from non-delivery or a shipping delay that gives you a legal right to cancel and receive a refund.

8. Effective date and contact

This version takes effect when published on September 18, 2026 and applies to orders placed after publication. Earlier orders remain governed by the policy in effect when they were placed; this update does not retrospectively reduce existing rights.

For cancellation requests, refund support or statutory return instructions, email info@saigonmade.com or visit our Contact us page. Please also read our Terms and Conditions.