Return policy

This page sets out Komlife’s principles when a product has a manufacturing defect, and the steps you need to take.

Who this policy applies to

The Komlife website does not sell directly. Returns and exchanges therefore follow, first of all, the policy of the place where you bought the product — our official store on an e-commerce marketplace, or a dealer.

This page sets out Komlife’s general principles for products with manufacturing defects, for both retail customers and dealers.

When a product can be exchanged

• The product still has its labels intact, has not been used and is within the expiry date printed on the bottle.
• The product has a manufacturing defect: leaking, clearly short of the stated volume, a broken cap, or a misprinted or illegible label.
• You received a different product from the one you ordered.

When a product cannot be exchanged

• The product has been used, unless the defect could only be found during use.
• The product is past its expiry date, or was damaged by incorrect storage — kept somewhere hot, left in direct sunlight, or broken after being dropped.
• The product was not bought from an official source.
• You no longer like the scent after opening and using it.

Time limits

For manufacturing defects: tell the seller within 7 days of receiving the goods.

For dealers and distributors: time limits and handling follow the signed contract.

What to prepare

• A photo of the product clearly showing the batch number and expiry date printed on the bottle.
• A photo of the defect.
• Proof of purchase: an invoice, a receipt or a screenshot of your marketplace order.

Steps

1. Contact the place where you bought the product to report the defect. If you bought it on a marketplace, open a request on the order itself.
2. If the seller cannot resolve it, contact Komlife customer service with the photos and proof of purchase.
3. We check the batch number, compare it with the retained sample at the factory and reply within 3 working days.
4. If it is confirmed as a manufacturing defect, the product is replaced. Komlife pays the shipping costs.

If you suspect a product is not genuine

Keep the product and contact us with a photo of the batch number. We will check it to confirm where it came from.

See also “Three simple ways to spot a genuine product” on our Quality & Standards page.

This is an English translation. If there is any difference between the versions, the Vietnamese version applies.