Refund and Return Policy – THAO NGUYEN LLC

Our Commitment to Your Complete Satisfaction and Peace of Mind

At THAO NGUYEN LLC, we understand that every purchase you make represents a decision to trust us with your hard-earned money and your expectation of quality. We do not take that decision lightly, and we have constructed our Refund and Return Policy to reflect the depth of our commitment to your satisfaction. When you shop with us, you are not entering into a transaction from which there is no recourse if something does not meet your expectations. You are entering into a relationship with a company that stands fully behind its products, its processes, and its promises. The policy you are reading is not a collection of legal loopholes designed to protect us at your expense. It is a fair, transparent, and customer-centered framework designed to ensure that if anything goes wrong, the resolution is swift, equitable, and respectful of the trust you have placed in us. We encourage you to read this policy thoroughly so that you understand your rights, our procedures, and the philosophy that guides our approach. The more you know, the more confident you can feel when you click that “Place Order” button, knowing that THAO NGUYEN LLC has your back.

We have built this policy around a simple principle: if you are not happy, we are not satisfied. Whether the issue is a manufacturing defect, a shipping mishap, a sizing mismatch, or simply a change of heart, we have established pathways to make things right. Our refund and return processes are designed to be as straightforward as possible, minimizing the burden on you while ensuring that we can continue to operate sustainably and offer the high-quality products and fair prices that define our brand.

The Philosophy Behind Our Policy

Before diving into the procedural details, it is important to articulate the philosophy that has shaped this policy from its inception. THAO NGUYEN LLC operates in the print-on-demand industry, a sector characterized by made-to-order production. Unlike traditional retail, where products are mass-manufactured in anticipation of demand and held in inventory, our items are created specifically for you when you place an order. This approach has many benefits, including reduced waste, greater product freshness, and the ability to offer an expansive catalog of designs without overproduction. It also means that returns cannot simply be restocked and resold in the same way that mass-produced goods can, because each item reflects a specific design, color choice, and size combination that you selected.

Despite these operational realities, we have chosen to adopt a return and refund posture that is significantly more generous and customer-friendly than many of our print-on-demand peers. Why? Because we believe that long-term customer loyalty is infinitely more valuable than short-term cost avoidance. We would rather process a return and learn from it, improving our sizing guides, product imagery, or quality control procedures as a result, than leave a customer feeling stuck with something they do not love. This philosophy has earned us a growing base of repeat customers who know that shopping with THAO NGUYEN LLC is a low-risk, high-reward proposition.

We ask only that you partner with us in good faith, treating our policy with the same fairness and honesty with which we treat you. If you have genuinely changed your mind, we understand. If a product truly arrived damaged or misprinted, we will make it right immediately. If you ordered the wrong size because you misread our size chart, we will work with you to find a solution. The key is open communication, mutual respect, and a shared interest in a positive outcome.

Overview of the Return and Refund Policy

This section provides a high-level summary of the policy for quick reference. The detailed provisions that follow govern every aspect of the return and refund process, and in the event of any apparent conflict between this summary and the detailed sections, the detailed sections shall prevail.

We accept returns and offer refunds under the following general conditions:

Returns must be initiated within 30 calendar days from the date the item was delivered to the shipping address on file.
All returned items must be in new, unused, and resalable condition. This means unwashed, unworn, free of odors, stains, pet hair, or other signs of use, and with all original tags and packaging intact where applicable.
Proof of purchase, such as an order confirmation email or order number, must be provided when initiating a return.
For defective, damaged, or incorrectly fulfilled items, we provide a prepaid return shipping label and offer a full refund or free replacement, according to your preference.
For returns due to buyer’s remorse, change of heart, or ordering errors not attributable to THAO NGUYEN LLC, the customer is responsible for return shipping costs, and the refund amount will cover the product price only, not the original shipping charges, unless otherwise required by law.
Refunds are processed to the original payment method as quickly as possible, typically within 5 to 10 business days after we receive and inspect the returned item.
Certain customized or intimate items may be non-returnable for hygiene or personalization reasons, as detailed in the relevant section below.

These summary points are presented for ease of initial understanding. Please read the full policy to ensure you are fully informed before initiating a return.

Eligibility for Returns and Refunds

Eligibility for a return and refund at THAO NGUYEN LLC is determined by a combination of factors: the reason for the return, the condition of the item, the timeframe within which the return is initiated, and the nature of the product itself. This section explains each factor in detail so that you can assess your eligibility before reaching out to our customer service team.

The 30-Day Return Window

Your satisfaction is time-sensitive, and we respect that. If you receive an item that you believe warrants a return for any covered reason, you have a full 30 calendar days from the date of delivery to initiate the return process. This window begins on the day the tracking information confirms delivery, not the day you physically opened the package. However, we are reasonable and understanding. If circumstances have delayed your inspection of the item—for example, if you were traveling when the package arrived—we encourage you to communicate with us. We may, at our discretion, extend the return window in exceptional cases where the delay is justified and the item remains in unaltered condition.

Why 30 days? We believe this period provides ample time for you to receive your order, inspect it thoroughly, try it on for size and fit without rushing, and decide whether it meets your expectations. It is longer than the industry-standard 14-day windows offered by many competitors, reflecting our confidence in our products and our commitment to your peace of mind.

To initiate a return within this window, you must contact our customer service team via email at nthaonguyen0909@gmail.com or by phone at +84865398983. Simply stating your intent to return within the 30-day period is sufficient to start the process; the physical shipment of the item back to us may occur after the 30-day mark as long as the return has been authorized and you act diligently to complete the return shipping.

Condition Requirements

For a return to be accepted and a refund to be issued, the item must arrive back to us in the same condition in which it left our facility. This means:

Apparel: Must be unwashed, unworn, and free of any stains, odors, pet hair, deodorant marks, makeup residue, or other signs of wear. Try on apparel for size and fit indoors, over clean undergarments, just as you would in a dressing room. If you wear an item for a full day and then decide it does not meet your expectations, it is no longer in returnable condition. Tags, if any, should remain attached.
Drinkware: Cups, mugs, and glasses must be unused and in their original protective packaging. Any signs of use, such as residue from beverages, staining, or dishwasher marks, will disqualify the item from return. The print on the item must be intact and undamaged, unless the return is being made precisely because of a print defect.
Throw Pillows and Home Goods: These items must be unused, unwashed, and returned with all original inserts and packaging. Pillow covers should not have been slept on, and no pet contact or exposure to smoke or strong odors should have occurred. We understand that pillows are often used to accent living spaces, but they must remain in a condition that would be acceptable to another customer.

We inspect all returned items upon receipt. If an item is determined to be in non-returnable condition due to use, damage, or alteration that occurred after delivery, we reserve the right to decline the refund and offer to return the item to you at your expense. We do not enjoy this aspect of the process, and we apply it only when necessary to protect the integrity of our inventory and the experience of future customers. Clear communication and honesty about the condition of your item can help avoid these situations.

Proof of Purchase Requirements

To protect against fraudulent returns and ensure that we are servicing legitimate customers, we require proof of purchase for every return. This proof can take the form of your order confirmation email, the order number found in your account on thaonguyen.online, or the packing slip included with your shipment. If you purchased as a guest and cannot locate your order number, our customer service team can assist in locating your order using your name, email address, and shipping address. We ask for your patience and cooperation in providing the necessary identifying information to help us verify your purchase efficiently.

Returns of Gifts

If you received a THAO NGUYEN LLC product as a gift and wish to return or exchange it, you may do so under certain conditions. Because our system links orders to the original purchaser’s account and payment method, gift returns require a slightly different process. If you have the order number or the gift giver’s name and email address, we can look up the order and facilitate a return for store credit or a direct replacement. Refunds to the original payment method are typically issued only to the original purchaser. If you are the gift giver and wish to return an item you purchased for someone else, you may do so under the standard policy, provided the item meets the condition and timeframe requirements. We are sensitive to the unique dynamics of gift returns and strive to handle them with tact and flexibility.

Non-Returnable Items and Exceptions

While we endeavor to maintain the broadest possible return policy, certain product categories present practical or hygienic challenges that necessitate exclusions or special conditions. This section clarifies the types of items that cannot be returned unless they arrive defective or were incorrectly fulfilled by us.

Custom and Personalized Items

Many of THAO NGUYEN LLC’s products are print-on-demand, meaning that they are manufactured specifically for you with the design, color, and size options you selected at the time of ordering. If you have commissioned a truly custom item—one where you provided artwork, text, or specifications beyond selecting from our existing design catalog—that item may be non-returnable unless it arrives with a manufacturing defect or an error on our part in reproducing your custom specifications. This is because truly one-of-a-kind items, created to your unique instructions, cannot be resold to another customer. However, we recognize that the line between “custom” and “personalized from a catalog” can be nuanced. Our customer service team will work with you to determine whether your item falls into this category and what options are available if you are dissatisfied.

Intimate Apparel and Face Coverings

For hygiene and safety reasons, certain items such as undergarments, swimwear without protective liners, and face masks are not eligible for return once they have been opened or tried on. These items will be clearly marked on the product page as non-returnable for hygiene reasons. If such an item arrives with a manufacturing defect or is not as described, we will provide a refund or replacement without requiring a return shipment. Simply contact us with a description and photograph of the defect, and we will take care of the rest.

Items Marked as Final Sale

Occasionally, we may offer clearance, closeout, or special promotion items that are designated as “Final Sale.” Items marked as Final Sale are not eligible for return or refund unless they arrive damaged or defective. This designation will be clearly communicated on the product page and during checkout so that you are fully aware before committing to the purchase. We recommend reviewing your order carefully when purchasing Final Sale items, as sizing and design selection cannot be adjusted after the order is placed.

Digital Products and Gift Cards

If THAO NGUYEN LLC ever offers digital products such as downloadable design files, gift cards, or e-gift certificates, these items are non-refundable as a matter of policy. Gift cards and digital downloads cannot be returned, and the value associated with them cannot be exchanged for cash equivalents except as required by applicable state or national laws.

Defective, Damaged, or Incorrect Items

The most important test of any return policy is how it handles situations where the fault lies clearly with the seller. At THAO NGUYEN LLC, we accept full responsibility for errors and defects that originate on our end, and we treat these cases with the urgency and care they deserve.

What Constitutes a Defect or Error

A defective item is one that exhibits flaws in materials or workmanship that prevent it from functioning as intended or presenting as described. Examples include, but are not limited to: significant print misalignment that distorts the design, colors that deviate dramatically from the online representation due to printing errors, fabric with holes, tears, or seam failures, mugs with cracks or sharp edges, and pillows with broken zippers or defective inserts.

A damaged item is one that was in acceptable condition when it left our facility but suffered harm during transit, resulting in breakage, crushing, tearing, or other deterioration that renders it unsatisfactory upon arrival.

An incorrect item is one that differs materially from what was ordered—wrong size, wrong design, wrong product type, wrong color—due to a fulfillment error on our part.

Immediate Steps to Take

If you receive a defective, damaged, or incorrect item, we ask that you contact us immediately upon discovery. Reach out to nthaonguyen0909@gmail.com or call +84865398983. Provide your order number and a clear description of the issue. Whenever possible, attach photographs that show the defect, damage, or error. Good lighting and multiple angles help us assess the situation accurately and begin working on a resolution without delay.

Photographs are especially important for damaged shipments. We encourage you to photograph the exterior of the package, the interior packaging, and the damaged item itself before disposing of any packing materials. This documentation supports any claims we may need to file with the shipping carrier and ensures we can take responsibility without dispute.

Resolution Options

For qualifying defective, damaged, or incorrect items, you may choose between:

A full refund: We will refund the purchase price of the item plus any shipping charges you paid for that specific item, and we will provide a prepaid return shipping label if we require the item to be sent back. In cases where the item is clearly unusable, we may issue the refund without requiring a return, sparing you the inconvenience of shipping.
A free replacement: We will produce and ship a replacement item with the correct specifications at no additional cost to you. We will cover the shipping for the replacement, and we will not charge you for the original shipping associated with the item being replaced. You may keep or dispose of the defective or damaged item as you see fit unless we specifically request its return for quality investigation.

We aim to process these resolutions within one business day of verifying the issue, and you will receive confirmation and tracking information for any replacement shipments.

Return Shipping for These Cases

When a return is required for a defective, damaged, or incorrect item, we will provide a prepaid return shipping label. You will not bear any cost for returning an item that arrived in unacceptable condition due to our error or a carrier’s mishandling.

The Return Process Step by Step

We have designed our return process to be as intuitive and low-friction as possible. By outlining the steps here, we eliminate uncertainty and help you navigate the process confidently.

Step One: Contact Customer Service

All returns, regardless of reason, must be initiated by contacting our customer service team before you send anything back. Unsolicited returns sent without prior authorization may experience delays in processing or may not be accepted. You can reach us at nthaonguyen0909@gmail.com or by calling +84865398983. When you contact us, please have your order number ready and be prepared to describe the reason for your return. If the reason is a defect, damage, or error, attaching photographs at this stage will significantly accelerate the process.

Step Two: Receive Return Authorization

Our customer service team will review your request and, if it falls within our policy guidelines, issue a Return Merchandise Authorization (RMA) number and provide detailed instructions for shipping the item back to us. The instructions will include the return address, any specific packaging requirements, and, if applicable, a prepaid shipping label. Please do not ship your return without an RMA, as this number allows us to match the incoming package to your case and process your refund efficiently.

Step Three: Package the Item Securely

Proper packaging is essential to ensure that the returned item arrives undamaged and in the condition required for return eligibility. Reuse the original packaging whenever possible, as it was designed to protect the item during transit. If the original packaging is damaged or unavailable, use a sturdy box or mailer with adequate cushioning to prevent movement and impact damage. For apparel, fold the item neatly and place it in a protective plastic bag inside the shipping package to guard against moisture. For mugs and glassware, wrap each item individually with bubble wrap and use a box with sufficient packing material to prevent any movement or contact between items.

Step Four: Ship the Return

Affix the provided return label to the outside of the package, ensuring that any old shipping labels or barcodes are removed or covered to prevent misdirection. Drop the package off at the designated carrier location or arrange a pickup according to your convenience. Retain the shipping receipt or tracking number provided by the carrier until your refund is processed; this documentation proves that you shipped the item and can be helpful if any shipping delays or losses occur.

Step Five: Await Inspection and Refund Processing

Once the returned package arrives at our facility, our team will inspect the item to confirm it meets the return condition requirements. This inspection typically occurs within two to three business days of delivery to our return address. If the item passes inspection, we will process your refund and send you a confirmation email. If the item does not meet condition requirements, we will reach out to discuss options, which may include returning the item to you at your expense.

Refund Methods, Amounts, and Timelines

Understanding exactly how and when your money will be returned is crucial to the peace of mind that a good return policy should provide. We are as transparent about our refund mechanics as we are about everything else.

Refund Calculation

The standard refund covers the purchase price of the returned item. For returns due to defects, damages, or errors on our part, we also refund any shipping charges you paid for that item. For returns due to change of heart, buyer’s remorse, or ordering errors on your part, the original shipping charges are not refunded, and you are responsible for return shipping costs. If you return multiple items from a single order, the refund is calculated per item based on the reason for each item’s return. Restocking fees are not assessed for any returns under our policy.

How Refunds Are Issued

All refunds are issued to the original payment method used for the purchase. We do not offer refunds in the form of store credit unless specifically requested by you or in certain gift return scenarios where returning to the original payment method is not feasible. Refunds are processed through Stripe, our secure payment processor, and are subject to Stripe’s refund processing speeds and the policies of your card issuer.

Expected Refund Timeline

After we process the refund on our end, which occurs within two to three business days of receiving and inspecting your returned item, the funds are transmitted to your card network and then to your issuing bank. The time it takes for the refund to appear on your statement depends on your bank’s processing cycle. In our experience, most customers see the refund reflected within five to ten business days from the date we process it. Some banks process credits faster, and the refund may appear in as little as one to three business days. If more than ten business days have passed since we confirmed your refund and you still do not see it reflected, contact your bank directly and then reach out to us if further assistance is needed.

Refund Notifications

We send a confirmation email at two key stages: when your return is delivered to our facility and logged into our system, and when the refund is processed. These notifications provide transparency and eliminate the anxiety of wondering about the status of your return. If you have not received notifications as expected, check your spam or junk folder and then contact us for a status update.

Exchanges and Size Swaps

Sometimes a return is not about dissatisfaction with the product overall but about finding the right fit. If you ordered the wrong size or color and need an exchange, we are here to help, though the exchange process differs slightly from a return for refund.

How Exchanges Work

Because our items are typically produced on demand, we do not maintain a standing inventory of all sizes and colors that would allow us to ship an exchange immediately upon receiving your return. Instead, the most efficient path to an exchange is to initiate a return for the item that does not fit and simultaneously place a new order for the correct size or color. This approach eliminates the waiting period many companies impose, where you are left without the product for weeks while returns are processed and replacements are shipped at an indeterminate future date. By decoupling the return and the new order, you can receive your correct item much faster.

We then process the refund for your original item when it arrives back to us and passes inspection. During the interim period, you will have two charges on your account: the original order and the new order. Once the refund processes, the net effect is that you have paid only for the item you are keeping. We recognize that this approach requires the temporary commitment of additional funds, and we are continuously evaluating alternative exchange models. However, at present, this approach best serves the goal of getting you the right product as quickly as possible.

Cost Responsibility for Exchanges

For exchanges where the reason for the size or color change was an error on our part, we cover all associated costs, including return shipping and shipping for the replacement. For exchanges driven by customer preference or ordering error, you are responsible for return shipping and for the shipping costs of the new order. We recommend carefully consulting our size guides, which are provided on each product page, to minimize the likelihood of needing an exchange.

Exchanges for Defective Items

If your exchange request is driven by a defect, damage, or fulfillment error, the resolution path described earlier in the Defective, Damaged, or Incorrect Items section applies. We will prioritize getting a correct replacement into your hands without requiring a separate new order.

Order Cancellations

We understand that sometimes, moments after clicking “Place Order,” you realize you selected the wrong size or color, or you simply reconsider the purchase. We offer a cancellation window to accommodate these situations.

Cancellation Before Production

If you contact us to cancel your order before it has entered production, we can cancel the order and issue a full refund with no fees. The window for cancellation varies depending on how quickly our production system processes incoming orders, but generally, orders placed during business hours begin production within a few hours. This means the cancellation window is relatively short. If you need to cancel, contact us immediately by phone at +84865398983 for the fastest response, or email nthaonguyen0909@gmail.com with “Order Cancellation” and your order number in the subject line.

Cancellation After Production Has Begun

Once an order has entered production, it cannot be canceled because the item is being custom-created for you. We cannot halt production mid-process without incurring the full cost of materials and labor. In such cases, you may treat the shipment as a standard return after you receive it, following the return policy described above. While we recognize that this is less convenient than a pre-production cancellation, it ensures fairness and sustainability in our made-to-order business model.

International Returns

Our international customers are valued members of the THAO NGUYEN LLC family, and while the fundamental principles of our return policy apply globally, the logistics and costs of international returns involve additional considerations.

Applicability of Policy

International returns are subject to the same 30-day return window and condition requirements as domestic returns. You must contact us to initiate the return and receive authorization before shipping anything back.

Return Shipping Costs

For international returns related to defects, damages, or fulfillment errors on our part, we will provide a prepaid return shipping label or reimburse reasonable return shipping costs, depending on the shipping options available in your country. For returns due to change of heart or ordering errors, you are responsible for the cost of international return shipping. We strongly recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be responsible for return packages lost in transit without tracking confirmation.

Customs and Duties

When returning an item from an international location, you must clearly mark the package as a “Return of Merchandise” to avoid incurring customs duties and import taxes that would be charged back to THAO NGUYEN LLC. Any customs charges that we incur due to improperly labeled return packages may be deducted from your refund. Our customer service team can provide guidance on proper labeling when you initiate your return.

International Refund Processing

Refunds for international orders are processed in United States Dollars to the original payment method. The refunded amount will be converted by your card issuer at the prevailing exchange rate, which may result in a slightly different amount in your local currency than the original charge due to exchange rate fluctuations between the purchase date and the refund date. THAO NGUYEN LLC does not control these fluctuations and cannot compensate for differences attributable to currency exchange movements.

Chargebacks, Disputes, and Our Direct Resolution Commitment

A chargeback occurs when a customer contacts their credit card issuer to dispute a charge rather than seeking resolution directly with the merchant. Chargebacks are intended as a consumer protection mechanism of last resort when a merchant has been non-responsive or dishonest. At THAO NGUYEN LLC, we are neither. We respond to customer inquiries promptly and resolve legitimate disputes fairly. For this reason, we ask that you contact us directly before initiating a chargeback with your card issuer.

Why Direct Resolution Benefits You

When you file a chargeback, the funds are immediately and involuntarily removed from our account while the card network investigates. This process can take weeks or even months to resolve. During that time, the resolution you could have received from us directly—often within days—is delayed. Additionally, chargebacks can affect your standing with your card issuer and are intended for cases of genuine fraud, not for resolving standard return or refund requests. By working directly with us, you achieve a faster resolution, maintain a positive relationship with your financial institution, and help us keep our processing costs low, which in turn helps us keep prices fair for all customers.

Our Chargeback Resolution Process

If a chargeback is filed, we will respond to the card network with all relevant documentation, including order details, communication history, and any evidence that demonstrates our efforts to resolve the issue. We will also continue to communicate with you to understand and address the underlying concern. If we determine that the chargeback was filed in error and the matter could have been resolved directly, we may contest the chargeback. If the chargeback is valid—for example, if you never received the item and we failed to provide a refund—we will accept it and use the incident to improve our processes.

We view chargebacks as opportunities to learn and to strengthen our customer relationships when they are based on genuine grievances. However, we also reserve the right to restrict future purchases from customers who abuse the chargeback process by filing fraudulent or unjustified disputes.

Special Considerations and Edge Cases

While this policy is designed to cover the vast majority of return and refund scenarios, we recognize that the real world often presents situations that do not fit neatly into predefined categories. This section addresses some of the less common but equally important scenarios you might encounter.

Orders with Multiple Items, Partial Returns

If you ordered several items and only wish to return some of them, you may do so. The refund will be calculated based on the items returned, and shipping charges will be treated according to the reason for each return. If you received a shipping discount based on total order value and the return brings your order below the threshold for that discount, the discount may be rescinded and the refund adjusted accordingly. We will calculate this fairly and transparently before processing your refund.

Items Lost in Transit

If your order does not arrive and the tracking information does not confirm delivery within a reasonable timeframe, we consider the package lost in transit. Contact us, and we will investigate with the shipping carrier. If the carrier confirms the loss, we will provide you with a full refund or a replacement shipment, according to your preference. We will not make you wait for the conclusion of a lengthy carrier claims process to receive your resolution. We take care of you first and pursue the carrier for reimbursement on our end.

Packages Marked Delivered But Not Received

If tracking shows that your package was delivered but you cannot locate it, we recommend taking the following steps before contacting us: check with other household members, look in alternate delivery locations such as side doors, mail rooms, or parcel lockers, and wait 24 to 48 hours, as carriers sometimes mark packages delivered before the physical delivery is complete. If the package still cannot be located, contact us. We will open an investigation with the carrier. If the carrier confirms misdelivery or the package cannot be located, we will provide a refund or replacement. If the carrier presents evidence of correct delivery to the address you provided, the resolution options may be more limited, but we will discuss them with you honestly and compassionately.

Repeated Returns and Policy Abuse

While we are committed to being customer-friendly, our policy is not designed to accommodate systematic abuse, such as ordering large quantities of items with the apparent intent to use and return them, or ordering items, wearing them once for an event, and returning them as if new. We monitor return patterns and reserve the right to decline return requests or close customer accounts in cases of clear abuse. We do not anticipate that our genuine customers will ever encounter this issue, but we disclose it as a necessary protection for the sustainability of our generous policy.

Frequently Asked Questions About Returns and Refunds

We have compiled answers to the most commonly asked questions about our return and refund processes. If your question is not addressed here, our customer service team is ready to provide a personalized response.

How do I know if my item qualifies for a return?
If you are within 30 days of delivery, the item is in new, unused condition, and you have your order number, your item likely qualifies. Contact us with your details, and we will confirm eligibility and provide next steps.

Do I have to pay for return shipping?
If the return is due to a defect, damage, or error on our part, we provide a prepaid return label and cover the cost. If the return is for your own reasons, such as a change of heart or a sizing choice you regret, you are responsible for return shipping.

How long do I have to return an item?
You have 30 calendar days from the date the item is marked delivered by the shipping carrier to initiate a return. Contact us within that window, and we will guide you from there.

Can I return an item I received as a gift?
Yes, gift returns can be processed for store credit or exchange. Refunds to the original payment method require the cooperation of the original purchaser. Contact us with as much information about the order as you have, and we will assist.

What if I lost my order number?
We can look up your order using your name, email address, and shipping address. Reach out to our customer service team and provide the identifying information you have.

Can I exchange an item for a different size?
Yes. The most efficient method is to place a new order for the correct size and return the original item for a refund. The refund is processed when the original item is received and inspected. This ensures you receive the correct size quickly.

What if my item was damaged during shipping?
Contact us immediately with photographs of the damage to both the packaging and the item. We will arrange a refund or replacement and handle the carrier claim on your behalf.

Will I be charged a restocking fee?
No. We do not charge restocking fees on any returns.

How will I receive my refund?
Refunds are credited to the original payment method you used for the purchase, typically within 5 to 10 business days after we process the return.

What if I used Apple Pay or Google Pay?
Refunds for purchases made with Apple Pay or Google Pay are returned to the underlying card associated with your digital wallet. The process is the same as for direct card purchases.

Can I cancel my order after it has been placed?
Yes, if the order has not yet entered production. Contact us immediately for the best chance of cancellation. Once production begins, the order cannot be canceled, and you will need to follow the standard return process after delivery.

Do you accept returns on international orders?
Yes, international returns are accepted under the same 30-day condition. Return shipping cost responsibility follows the same distinction between defective and non-defective reasons. We recommend using a trackable return method for international shipments.

Our Promise Moving Forward

This Refund and Return Policy is a living document that reflects our values, our commitment to customer satisfaction, and the lessons we learn from every interaction. We continuously review our policies to ensure they remain fair, competitive, and aligned with the expectations of the customers we serve. We welcome your feedback on this policy. If you believe there are ways we can improve our return and refund processes, or if any language in this document is unclear, please bring it to our attention. Your voice shapes our evolution.

At THAO NGUYEN LLC, we are not aiming to be a company that merely processes transactions. We are building a brand that earns lifetime loyalty, one satisfied customer at a time. Our Refund and Return Policy is a critical pillar of that aspiration. When issues arise—and in any business involving physical products and shipping logistics, issues will occasionally arise—we want your experience to be one of relief, not frustration. You should feel that we handled the problem so effectively and so fairly that your trust in us not only survived the incident but was strengthened by how we responded.

We thank you for taking the time to understand our policies. We thank you for considering and choosing THAO NGUYEN LLC for your custom apparel, drinkware, and home decor needs. And we promise that if you ever need to use this policy, we will be here—responsive, respectful, and ready to make it right.

Contact us:
Phone: +84865398983
Email: nthaonguyen0909@gmail.com
Website: thaonguyen.online
Address: 1209 Mountain Road PL NE STE R, Albuquerque, NM 87110

Your satisfaction is not an aspiration; it is our obligation.

THAO NGUYEN LLC

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