This is a translation provided for your convenience. The Vietnamese version at ikihealing.com/chinh-sach-doi-tra.html is the original and is the version that applies; if the two differ, the Vietnamese version prevails.
1. Eligible cases for return or exchange
- Wrong product delivered, incorrect quantity, or missing gift compared with the confirmed order.
- Product dented, leaking, or with packaging damaged during shipping.
- Product with a manufacturing defect, expired, or not matching the published information.
- Customer change of mind: the product's seal is intact, unopened, and all accompanying gifts are included.
2. Cases not eligible for return or exchange
- Products with a broken seal or that have been used, where this is not due to a manufacturing defect (for food safety and hygiene reasons).
- Products damaged due to storage that does not follow the label instructions after receipt.
3. Time limits
- Wrong item, missing item, or damage: report within 48 hours of receiving the order.
- Customer change of mind (unopened product): within 7 days of receiving the order.
- Manufacturing defect: within 30 days of receiving the order and while the product is still within its expiry date.
4. Return and exchange costs
- Where the fault lies with IKI or the carrier (wrong item, missing item, damage, manufacturing defect): HOPE CORP covers all shipping costs in both directions.
- Customer change of mind: the customer covers the cost of returning the item.
5. Process
- Contact 098 793 1551, Zalo OA IKI or contact@ikihealing.com, providing the phone number used to place the order, the tracking/shipment number, and a description of the condition with photos or video.
- IKI confirms your request within 24 working hours and provides instructions for returning the item (if required).
- After receiving and inspecting the returned item, IKI sends a replacement product within 3–5 working days, or issues a refund, according to the customer's choice.
6. Refunds
- Refunds are made by bank transfer to the account provided by the customer, within 07 working days of IKI confirming eligibility for a refund.
- The refund amount includes the value of the returned product; shipping fees are refunded when the fault lies with IKI or the carrier.
- Gifts included with the order must be returned together with the main product; gifts cannot be converted into cash.
7. Digital services (courses, personalised meal plans)
- Customers may try free content before registering for a paid package.
- Customers may cancel and receive a 100% refund if the request is made before the service is activated or content is sent.
- Once a service has been activated or content has been sent, it is non-refundable; if you encounter difficulties while using it, IKI will help you defer it or switch to a suitable package.
- If IKI is unable to provide the service as committed, IKI will terminate the service and refund the unused portion within 07 working days.
Contact information
CÔNG TY CỔ PHẦN TMDV HOPE
Business registration certificate No. 0801404967, first issued on 23/08/2023, amended for the 6th time on 24/09/2026 at Phòng Đăng ký kinh doanh (Business Registration Office) – Sở Tài chính (Department of Finance) thành phố Hải Phòng.
Tax code: 0801404967
Address: Số 40A Quang Trung, phường Hải Dương, thành phố Hải Phòng, Việt Nam
Phone: 098 793 1551 (8:00 am–5:00 pm, Monday to Saturday)
Email: contact@ikihealing.com