Return and Refund Policy

REFUND POLICY


We offer refund and/or exchange within the first 30 days of your purchase, if 30 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind.

We accept to refund with the following reasons:

  • Design error: wrong design compared to information provided by customers on our site.
  • Bad quality: blurry image/print.
  • Damage during shipment.

What should you do?

  • Contact us by email: support@mythirdfloor.net
  • After receiving customer's refund request, support team will review and response within 24h on business days.
  • If refund case is approved, we will initiate a refund to your credit card (or original method of payment). We will refund for customer in 2 business days. If you haven’t received a refund yet, first check your bank account again. Then contact your bank, it may take some time before your refund is officially posted.
  • You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Note: We do not process a refund/reprint in the following cases:

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested)
  • Your order did not arrive due to exceptional circumstances outside the control of our store (i.e. not being cleared by your country's customs, being delayed by a natural disaster, showing "delivered" in the tracking system, having been shipped into your mailbox but gotten lost).

REPLACEMENT & RETURN POLICY

For any defective products, send us an e-mail at support@mythirdfloor.net to get better advice. If your item meets one of the following conditions, please contact us as soon as you receive the item. We will reship your order at no cost. There is no need to return the wrong or defective item.

  • Design error: wrong design compared to information provided by customers on our site.
  • Bad quality: blurry image/print.
  • Exceeded shipping time: If you do not receive the order within the timeframe.
  • Damage during shipment.

What should you do? Contact us within 20 days since you get your items and provide us necessary information:

  • Your order/invoice ID
  • In case you get wrong item/ damaged item please send us a picture of the item you received via email support@mythirdfloor.net
  • Return to this address: 21 Le Duc Tho, My Dinh, Nam Tu Liem, Hanoi, 100000

CANCELLATION

We only accept order cancellation within 24h since you ordered.