Refund policy

Return & Refund Policy

At DAO, HANH THI NGOC, we want you to embark on your next journey with full confidence in your gear. Whether you've chosen our space-saving collapsible cups, durable passport holders, or organized toiletry bags, we strive for complete satisfaction. If a product isn't quite right for your travel needs, we are here to help make things simple and straightforward.

30-Day Return Window

We offer a 30-day return policy, which means you have 30 calendar days from the date you receive your order to request a return or exchange.

Return Eligibility & Condition

To qualify for a valid return:

  • The item must be unused, unwashed, and in the same pristine condition that you received it.

  • It must be clean and free of liquids or personal items (especially important for collapsible cups and toiletry bags).

  • The product must remain in its original packaging with all protective sleeves, tags, and accessories intact.

  • You must provide a valid receipt or proof of purchase.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Collapsible cups or toiletry bags that have been used, washed, or filled with liquids/contents.

  • Clearance, final sale, or promotional promotional items.

  • Gift cards.

Return Process

  1. Initiate Request: Contact our support team at [email protected] with your order number, details of the item(s) you wish to return, and the reason for the return.

  2. Authorization: Once your return request is approved, our team will provide you with clear return instructions. Please do not send items back without contacting us first.

  3. Packaging & Shipping: Package your item securely to prevent damage during transit. Send your return package to our designated warehouse:

    Return Address:

    10 Manningham Court

    Lysterfield VIC 3156

    Australia

Please note: Customers are responsible for paying all return shipping costs, unless the return is due to a defective, damaged, or incorrect item sent by us. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without proof of tracking.

Refunds & Processing

Once your return is received and inspected at our Lysterfield facility, we will send you an email notification confirming receipt. We will also inform you whether your refund is approved or rejected based on the product condition.

  • Approved Refunds: If approved, your refund will be processed automatically to your original payment method within 5 to 10 business days. Processing times may vary depending on your bank or credit card provider.

  • Late or Missing Refunds: If you haven't received a refund after 10 business days, please check your bank account and contact your credit card issuer first. If you have done this and still have not received your refund, please reach out to us at [email protected].

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or if you received the wrong item, contact us immediately within 48 hours of delivery. Please include clear photos or a short video demonstrating the issue so we can make it right through a free replacement or full refund.