Return & Refund Policy

Return & Refund Policy

Effective Date: November 7, 2025

At S.V. GRAND BAMBOO IMPORT AND EXPORT CO., LTD, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Return Policy

30-Day Return Window

You have 30 days from the date of delivery to return eligible items for a refund or exchange.

Eligible Items

To be eligible for a return, items must:

  • Be unused and in the same condition as received
  • Be in original packaging with all seals intact
  • Include proof of purchase (receipt or order confirmation)

Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

  • Opened skincare products (face masks, creams, essences, toners, sprays)
  • Products with broken seals or tampered packaging
  • Sale or clearance items (unless defective)

Refund Policy

Processing Time

Once we receive your return, we will inspect the item and process your refund within 5-7 business days.

Refund Method

Refunds will be issued to the original payment method. Please allow 5-10 business days for the refund to appear in your account.

Shipping Costs

  • Original shipping costs are non-refundable
  • Return shipping costs are the customer's responsibility (unless the item is defective or we made an error)

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 7 days of delivery
  2. Provide photos of the damaged/defective item and packaging
  3. We will arrange a replacement or full refund (including shipping costs)

How to Initiate a Return

  1. Contact our customer service team at lazyfish009@yahoo.com or boreyrothstore@gmail.com
  2. Provide your order number and reason for return
  3. Wait for return authorization and instructions
  4. Pack the item securely in original packaging
  5. Ship the item to the address provided

Exchanges

If you need to exchange an item for a different product, please contact us. Exchanges are subject to product availability.

International Returns

For international orders, customers are responsible for return shipping costs and any customs fees. We recommend using a trackable shipping service.

Contact Us

If you have questions about returns or refunds:

S.V. GRAND BAMBOO IMPORT AND EXPORT CO., LTD

Email: lazyfish009@yahoo.com | boreyrothstore@gmail.com

Phone: +855 12 703 368 | +855 71 629 4444

Location: Phnom Penh, Cambodia

Website: boreyroth.store