Rakkiu is committed to providing the safest and most satisfying shopping experience for our customers. The Return & Refund Policy below is established to ensure the maximum rights and benefits of customers when purchasing fashion products from Rakkiu.

1. Return & Exchange Period

Online Purchases: Within 03 days from the date the Customer successfully receives the order from the shipping carrier.

In-store Purchases: Exchanges are supported within 01–02 days. (Note: Products purchased directly at the store are not eligible for returns, except in special cases where the product is purchased as a gift. Rakkiu will provide flexible support in such cases.)

2. Conditions for Product Exchange

A product will only be accepted for exchange if it fully meets the following conditions:

Product Value Exchange: The exchanged product must be the same style (different size) or a new product of equal or higher value than the original product.

Product Condition: The product returned for exchange must remain 100% intact, with all original tags attached, unused, free from scratches, deformation, or damage, and must not have been altered or structurally modified by any third party.

Complete Documents & Accessories: The product must be returned together with its original box, shopping bag, and purchase invoice.

3. Cases NOT Eligible for Return or Exchange

Products that have been used, stained, scratched, deformed, or damaged due to external impact caused by the customer.

Customers who have lost, torn, or damaged the original product tags.

Requests submitted beyond the prescribed period (more than 03 days for online purchases or more than 02 days for in-store purchases).

Requests resulting from a change of personal preference after receiving products that were delivered correctly and meet Rakkiu’s quality standards.

4. Return & Exchange Procedure

Step 1 (Register a Return/Exchange): Customers contact Rakkiu via Hotline/Zalo: 036 206 8222 or Email: Rkk@Rakkiu.com, providing the Order Number, an unboxing video, and actual photos of the product.

Step 2 (Information Verification): Rakkiu’s Customer Service Department will verify the information and respond with a handling solution within 24–48 working hours.

Step 3 (Return the Product): After receiving approval for the return or exchange request, Customers shall carefully pack the product together with all accessories and inspection certificates (if any) and send it to the following address:

No. 17, Alley 25 Trieu Viet Vuong Street, Nguyen Du Ward, Hai Ba Trung District, Hanoi City, Vietnam.

Step 4 (Exchange or Refund Processing): Upon receipt of the returned product, Rakkiu will inspect the product condition and proceed with exchanging it for a new product or processing the refund as agreed.

5. Costs Arising from Returns & Exchanges

Manufacturer’s defect or shipping error (damaged product, incorrect model, incorrect material, etc.): Rakkiu shall bear 100% of the two-way shipping costs.

Size exchange due to customer’s incorrect size selection: Rakkiu will support the alteration, while the customer shall bear the shipping costs.

6. Refund Policy & Method

For orders eligible for a refund (out-of-stock replacement, serious manufacturing defects that cannot be remedied, etc.):

Refund Method: Bank transfer to the customer’s bank account under the customer’s own name.

Processing Time: 03 to 07 working days from the date Rakkiu receives the returned product and confirms that it fully satisfies the return conditions.