Returns & refunds policy
Conditions, deadlines and the steps for returning an item — including who pays the cost and how long a refund takes.
1. When returns and exchanges are accepted
You may exchange the goods or receive a refund when:
- The goods delivered are the wrong type, the wrong volume or the wrong quantity compared with the order placed.
- The goods are broken, dented, leaking or have a lid that has come off during transport.
- The product still has its seal intact but shows signs of damage or spoilage.
- The goods are delivered later than the committed deadline and you no longer wish to receive them.
2. When returns and exchanges are NOT accepted
- The product is a foodstuff that has been opened or used — under food safety regulations we cannot take it back and sell it to someone else.
- You change your mind after receiving the goods and the product is not defective.
- Damage caused by improper storage (left in the sun, soaked in water, honey taken out with a wet spoon).
- More than 7 days have passed since the date of receipt.
A note on stingless bee honey: stingless bee honey has a naturally light sour taste and is more runny than ordinary honey — this is a characteristic of the species, not a product defect. See the section "Why stingless bee honey has a light sour taste" on the product page.
3. Deadlines
| Action | Deadline |
|---|---|
| Report broken / wrong / missing goods | 48 hours from receipt of the goods, together with photos or a video of the unboxing |
| Send the goods back | Within 7 days from the date of receipt |
| Refund after the returned goods are received | 3–5 working days, transferred back to the same account used for payment |
Filming a video while unboxing is the fastest way to have your case handled — with a video we exchange the item straight away, with no further verification.
4. Who bears the return shipping cost
- Our fault (wrong item, broken, damaged): Ong Dú Đất Rồng bears the full shipping cost both ways.
- An exchange at your own request (changing to a different volume, product still intact): you bear the cost of the return leg.
5. The steps to follow
- Step 1. Call the hotline or message us on Zalo, give your order code and send photos/video of the product.
- Step 2. We confirm within the working day and instruct you how to send the goods back.
- Step 3. We receive the goods, inspect them and issue a refund or send the replacement within 3–5 working days.
6. Orders paid partly with Points
For an order paid partly with Points: the portion paid in cash is refunded to your bank account, and the portion paid with Points is credited back to your Point wallet.