Return and Refund Policy

Conditions for Returns – Refunds

Customers may request a product exchange/return or a refund in the following cases:

  • The product is defective due to manufacturing issues, such as leakage, poor-quality packaging, or incorrect labels.

  • Incorrect product type, item code, or quantity delivered compared to the order.

  • The product is damaged during transportation, including breakage, leakage, dents, or deformation.

  • The product is unopened, in its original packaging, with intact anti-counterfeit seals and original factory sealing.

  • Requests for exchange/return must be submitted within 07 days from the date of receipt (based on the delivery note or delivery receipt).

Cases Where Returns – Refunds Are Not Accepted

  • The product has been opened, shows signs of use, or has been altered from its original condition.

  • The product no longer has labels, tags, QR codes, seals, or accompanying invoices.

  • The product is damaged due to improper storage after delivery.

  • The return/exchange request is made after the allowed time limit.

  • Errors caused by the customer ordering the wrong product or changing usage needs without timely notification.

Return – Refund Procedure

Step 1: Submit a Request

Contact NPOIL Customer Service via hotline/Zalo/email and provide:

  • Order number or VAT invoice

  • Photos/videos showing the defect or incorrect product

  • Clear reason for the exchange/return

Step 2: Confirmation & Guidance

  • Customer Service will verify the information and respond within 24–48 working hours.

Step 3: Return the Product

  • The customer sends the product back to the warehouse as instructed.

  • NPOIL will cover the shipping cost if the issue is caused by NPOIL.

Step 4: Product Exchange or Refund

  • Exchange for the correct product (subject to availability), or

  • Refund within 3–7 working days via bank transfer.

Refund Policy

  • In cases where a replacement product is unavailable or the customer no longer wishes to use the product, NPOIL will issue a 100% refund of the product value after confirming eligibility for return.

  • No refunds will be provided for products that have been opened, used, or do not meet the return conditions stated in Section 2.

Support Contact Information

  • Hotline: 0938 82 82 57

  • Email: cskh@npoil.vn

  • Zalo Support: 0938 82 82 57

  • Return Warehouse Address:
    No. 14 DD12 Street, Dong Hung Thuan Ward, Ho Chi Minh City, Vietnam

✅ Important Notice: Due to the specific nature of lubricating oil products, which may affect engine performance if mixed or altered, NPOIL only accepts returns or exchanges for products that are 100% intact and unopened.