Refund and Return Policy

Introduction: Why a Return Policy Is a Statement of Character

A return policy is one of the few documents a company publishes that it cannot spin. Marketing pages describe what a company wants to be. A return policy describes what a company will actually do when a customer is unhappy. It is the moment when promises meet procedures, when goodwill meets logistics, and when the customer discovers whether the distributor they chose is serious about accountability or merely skilled at accepting payments. At MCH Global Pte. Ltd., we treat our Refund and Return Policy as a core part of our relationship with customers, not as fine print designed to discourage claims. We sell products that people ingest, apply to their skin, and give to their families. If something is wrong with an order, the customer deserves a clear path to resolution, a reasonable timeline, and a human being who will take responsibility for seeing the issue through.

This policy explains, in detail, how returns and refunds work at MCH Global. It covers the eligibility window, the condition requirements for returned products, the process for damaged or incorrect items, the rules for international orders, the timeline for refunds processed through Stripe, the situations in which a return cannot be accepted, and the consumer rights that this policy does not and cannot override. It is written for customers in the United States and around the world who want to know exactly what to expect before they place an order and exactly what to do if something goes wrong afterward.

MCH Global Pte. Ltd. is located at 160 Robinson Road, #14-04, Singapore Business Federation Center, Singapore 068914. Our customer support email is philip.lieu@halo.com.vn, and our support phone number is +84 818685222. Our website is mchglobal.store. These are the only official contact channels for return requests, refund inquiries, and related concerns. If you receive a communication claiming to represent MCH Global through any other channel and asking for payment information, personal data, or product returns, do not respond to it directly. Verify the communication by contacting us through the official email or phone number listed above.

Section 1: The Principles That Govern This Policy

Principle One: The Customer Should Not Bear the Cost of Our Mistakes

If a product arrives damaged, if the wrong item was shipped, if a product is materially different from its description, or if an order was lost in transit, the customer should not be left holding the loss. We take responsibility for errors that originate with us, and we resolve them at our expense. This includes providing a replacement or refund and, where a return is necessary, covering the cost of return shipping. A distributor that asks customers to pay for the privilege of correcting the distributor’s mistake is not a distributor worth trusting.

Principle Two: Hygiene and Safety Are Not Negotiable

Supplements, topical creams, lip balms, toothpastes, and similar products are classified as personal-care items for good reason. Once a sealed bottle of capsules has been opened, or a tube of cream has been used, the product can no longer be verified as intact, uncontaminated, and resalable. For this reason, we cannot accept returns of opened products except in specific circumstances involving damage, defect, or a material description error. This is not a trick to avoid refunds. It is a safety requirement that protects every customer who receives a product from us. A bottle that has been in someone else’s home, opened, and handled cannot be sent to another customer. The same rule applies at every reputable retailer of ingestible and topical products.

Principle Three: Clarity Beats Cleverness

We do not write policies designed to be technically compliant but practically unusable. We do not impose arbitrary restocking fees, we do not require customers to jump through multiple layers of approval, and we do not hide the return window in a footnote. If a rule exists, it exists for a reason that we can explain, and we will explain it when you ask. If a situation falls outside the written rules but a fair resolution is possible, we will consider it. Policies exist to create consistency, not to provide excuses for refusing legitimate claims.

Principle Four: Statutory Rights Come First

Nothing in this policy is intended to limit, exclude, or waive any right that a customer has under applicable consumer protection law. In the United States, consumers have rights under federal and state law, including rights relating to defective products, misrepresentation, and unauthorized charges. In other jurisdictions, consumers may have additional rights under local consumer protection statutes. If this policy appears to conflict with a mandatory legal right, the legal right prevails. This policy describes how MCH Global handles returns and refunds in practice, but it does not replace the protections that the law provides.

Principle Five: Honest Communication at Every Stage

We will tell you what we can do, what we cannot do, and why. If a return is approved, we will tell you when to expect the refund. If a return is not approved under the policy, we will explain the reason clearly and, where appropriate, offer an alternative resolution. If an investigation is required, we will tell you what we are investigating and how long it is likely to take. We will not leave you waiting without information, and we will not respond to a legitimate concern with a generic template that does not address your situation.

Section 2: Scope of This Policy

Who This Policy Applies To

This policy applies to retail customers who purchase products directly from MCH Global through mchglobal.store. It covers orders shipped to the United States and to international destinations that we serve. It applies to all product categories in our catalog, including vitamins and supplements, beauty and collagen products, topical skin care, oral care, and any other product listed on our website at the time of purchase.

Who This Policy Does Not Cover

This policy does not apply to products purchased from third-party retailers, marketplaces, or resellers, even if those products carry the Healthy Care brand or appear to originate from MCH Global. If you purchased a product from another seller, you must contact that seller for returns and refunds. We cannot process returns for products we did not sell, and we cannot verify the authenticity, storage conditions, or handling of products that passed through another seller’s supply chain.

This policy also does not apply to business-to-business or wholesale transactions unless a separate written agreement states otherwise. Wholesale customers should contact us at philip.lieu@halo.com.vn to discuss the terms applicable to their orders.

Products Covered by Manufacturer Warranties or Guarantees

Some products may carry a manufacturer’s guarantee or a specific satisfaction commitment. Where such a guarantee exists, it is described on the product page or on the product packaging. This policy operates alongside those guarantees and does not reduce them. If you believe a product is covered by a manufacturer’s guarantee and you are unsure how to make a claim, contact us and we will help you identify the correct process.

Section 3: The Return Window

Thirty Days from Delivery

MCH Global accepts return requests for eligible products within thirty (30) calendar days from the date of delivery. The delivery date is determined by the carrier’s tracking confirmation, not by the date the order was placed or the date the shipment was dispatched. If tracking information is unavailable or ambiguous, we will use the best available evidence to determine the delivery date and will discuss the calculation with you if a dispute arises.

The thirty-day window is designed to give customers a reasonable opportunity to inspect their order, confirm that the products are correct and intact, and decide whether the products meet their expectations. It is not designed to be a grace period for using a product and then returning it. Products that have been opened and used cannot be returned for a refund under the standard policy, except in the specific circumstances described in this document.

Requests Must Be Initiated Within the Window

To be eligible, your return request must be initiated within the thirty-day window. Initiating a request means contacting us by email at philip.lieu@halo.com.vn or by phone at +84 818685222 and providing the information described in Section 7. A request that is drafted but not sent, or sent to an incorrect address, does not count as initiated. We recommend contacting us as soon as you identify an issue rather than waiting until the end of the window, because earlier contact gives us more options for resolution.

Extensions for Exceptional Circumstances

We recognize that life does not always cooperate with return windows. If you were hospitalized, traveling without access to email, or dealing with another exceptional circumstance that prevented you from initiating a request within thirty days, contact us and explain the situation. We will consider extensions on a case-by-case basis. We cannot promise that every extension request will be granted, but we will review each request fairly and will not reject a legitimate claim solely because a deadline was missed for a compelling reason.

Returns After the Window

Requests received after the thirty-day window has expired may still be considered at our discretion, particularly if the product is defective or if the delay was caused by circumstances beyond the customer’s control. However, returns initiated significantly after the window — for example, several months after delivery — are unlikely to be approved unless there is a clear product defect or a documented safety concern. We encourage customers to inspect orders promptly and to contact us without delay if something is wrong.

Section 4: Condition Requirements for Returned Products

Unopened and Sealed Products

To qualify for a standard return, a product must be unopened, unused, and in its original packaging with all seals intact. The packaging must be in a condition that allows the product to be resold or, in the case of a return to the manufacturer, returned to inventory. Products with broken seals, missing shrink wrap, torn labels, or damaged packaging may not qualify for a full refund.

This requirement exists because we cannot verify the safety and integrity of a product once its seal has been broken. A sealed bottle provides a reasonable assurance that the contents have not been tampered with, exposed to moisture or heat, or contaminated. Once that seal is broken, the assurance is lost, and the product cannot be offered to another customer. This is the same standard applied by pharmacies, grocery stores, and reputable supplement retailers.

Products That Have Been Opened

Opened products are generally not eligible for return or refund, with the exceptions described in Section 6. If you have opened a product and are dissatisfied, contact us and explain the situation. We will review the circumstances and, where appropriate, offer a resolution. For example, if a product has a noticeable off odor or appearance that suggests a quality problem, we will investigate and may approve a refund even though the product has been opened. If you simply do not like the taste or texture of a product, that is a different situation, and a refund may not be available.

Products That Have Been Used

Products that show evidence of use — for example, a partially consumed bottle of capsules, a tube of cream with finger marks, or a lip balm that has been applied — are not eligible for a standard return. This rule applies even if the product was used only once. The reason is straightforward: a used product cannot be verified as safe and cannot be resold or returned to the manufacturer.

Damaged Packaging vs. Damaged Product

There is an important distinction between damaged packaging and a damaged product. If the outer box or shipping carton is dented or scuffed but the product inside is sealed and intact, the product may still be eligible for return if it meets the other conditions of this policy. If the product itself is damaged — for example, a cracked bottle, a leaking tube, or a broken seal — the order qualifies for resolution under Section 6 regardless of whether the outer packaging is damaged.

Original Packaging and Accessories

Where a product includes accessories, documentation, or promotional inserts, these should be returned with the product. If a product was shipped with a batch or lot number printed on the packaging, please do not remove or obscure that information. The lot number allows us to trace the product to its manufacturing batch, which is essential for investigating quality concerns and for coordinating with the manufacturer.

Section 5: Products That Cannot Be Returned

Opened Supplements and Ingestible Products

As explained in Section 4, opened supplements and other ingestible products cannot be returned for a refund under the standard policy. This includes bottles of capsules, tablets, powders, liquids, and gummies. The rule applies regardless of how much of the product remains. A bottle that is ninety percent full is still an opened bottle, and it cannot be resold or returned to inventory.

Opened Topical and Personal-Care Products

Opened creams, lotions, balms, toothpastes, serums, and similar products cannot be returned for a refund. These products come into direct contact with the skin or mucous membranes, and once the seal is broken, they cannot be verified as safe for another customer. If you have a concern about a topical product that you have opened, contact us and we will review the situation under Section 6.

Products Marked as Final Sale or Non-Returnable

From time to time, we may offer products on a final-sale basis. These products are clearly marked on the product page and at checkout. Final-sale products are not eligible for return or refund unless they arrive damaged, defective, or materially different from their description. The final-sale designation is used sparingly, typically for clearance items or limited-quantity products, and we do not apply it to conceal quality problems.

Perishable and Short-Shelf-Life Products

Products with a short remaining shelf life may not be eligible for return if the return would leave insufficient time for the product to be resold or used. We do not ship products with an inadequate shelf life for normal use, but if you receive a product with an unexpectedly short expiration date, contact us and we will review the situation. In many cases, we will offer a replacement or refund rather than a return, because returning a short-dated product does not solve the underlying problem.

Gift Cards and Digital Products

Gift cards, digital downloads, and other non-physical products are not eligible for return or refund once they have been issued or accessed. If you believe a digital product was not delivered or is not functioning, contact us and we will investigate.

Products Purchased from Third Parties

As explained in Section 2, we cannot process returns for products purchased from third-party retailers or marketplaces. If you purchased a Healthy Care product from another seller, please contact that seller for assistance. We are happy to help you identify the manufacturer’s contact information if you need it, but we cannot accept a return for a product we did not sell.

Section 6: Damaged, Defective, or Incorrect Items

Damaged in Transit

If your order arrives with visible damage to the packaging or the product, please photograph the damage before opening the package if possible, and photograph the product and packaging after opening. Contact us within seventy-two (72) hours of delivery, or as soon as reasonably possible if you discover the damage later. Include your order number, photographs of the damage, and a brief description of what you observed.

We will review the photographs and, if the damage is confirmed, arrange a replacement or refund. In most cases, we will not require you to return the damaged product, because returning a damaged item creates additional cost and delay without providing value. We may ask you to dispose of the product safely, and we will provide instructions if the product is a liquid or a powder that requires special handling.

Defective Products

If a product appears to be defective — for example, if capsules are discolored, if a cream has separated or developed an unusual odor, or if a bottle’s seal is compromised before opening — contact us immediately. We will investigate the issue with the manufacturer and, where appropriate, arrange a replacement or refund. Please provide the batch or lot number from the packaging, along with photographs and a description of the defect. The lot number allows us to check whether other units from the same batch may be affected, which is important for quality control and, in some cases, for safety.

Incorrect Items

If you receive a product that is different from what you ordered, contact us within thirty days of delivery. Please provide your order number, a photograph of the item you received, including the label and any visible lot number, and a description of the discrepancy. We will arrange for the correct product to be shipped and will provide instructions for returning the incorrect item if necessary. We cover the cost of return shipping for incorrect items, and we do not require customers to pay for our fulfillment errors.

Materially Different from Description

If a product is materially different from its description on our website — for example, if the ingredient list differs from what was published, if the quantity is different from what was advertised, or if the product is not the format described — contact us. We will review the product page, the label, and the manufacturer’s documentation. If the discrepancy is confirmed, we will offer a replacement or refund and will correct the product description to prevent the issue from affecting other customers.

Missing Items

If your order is missing an item that should have been included, contact us within thirty days of delivery. Please provide your order number, a description of what was missing, and a photograph of the packaging and the items you received. We will investigate and, if the item was omitted, ship it to you at no additional cost or refund the value of the missing item.

Adverse Reactions and Safety Concerns

If you experience an adverse reaction after using a product, stop using the product immediately and seek medical attention if necessary. Then contact us by email at philip.lieu@halo.com.vn and by phone at +84 818685222 so that we can document the concern and escalate it appropriately. We take safety reports seriously. We will ask for the product name, the batch or lot number, the date of use, a description of the reaction, and any relevant medical information you are willing to share. We may also ask you to report the reaction to the appropriate health authority in your country, and we will assist you in identifying the correct authority if you are unsure.

Supplements are not drugs, and they are not intended to diagnose, treat, cure, or prevent any disease. An adverse reaction does not necessarily mean the product is defective, but it is always worth investigating. Our role is to document the report, coordinate with the manufacturer, and ensure that the product is reviewed for quality and safety. We do not provide medical advice, and we will not attempt to diagnose or treat a reaction. We will, however, take your report seriously and follow up with you about what we learn.

Section 7: How to Initiate a Return

Step One: Contact Us Before Shipping Anything

Do not ship a product back to us without first contacting us and receiving return instructions. A package that arrives without a return authorization may be refused, lost, or delayed, and we may be unable to process the refund. Contact us by email at philip.lieu@halo.com.vn or by phone at +84 818685222 to begin the process.

Step Two: Provide the Required Information

To help us process your request efficiently, please include the following information in your email or have it ready when you call:

Your order number. This is included in your order confirmation email and on the packing slip, if one was included.

The email address used at checkout. This helps us locate your order if the order number is unavailable.

The product name and, if available, the SKU. If you are returning multiple products, please list each one.

The reason for the return. Please be specific. “The product is damaged” is more useful than “I have a problem.” If the product is defective, describe the defect. If the product is incorrect, describe what you received and what you expected. If you changed your mind, say so — we will tell you whether your situation qualifies for a return under the policy.

Photographs, where relevant. For damaged, defective, or incorrect items, photographs are extremely helpful. Please photograph the product, the packaging, and any visible lot or batch number.

Your preferred resolution. Please tell us whether you are seeking a replacement, a refund, or another resolution. If you are unsure which option is appropriate, we will explain the available options.

Step Three: Receive Return Instructions

Once we have reviewed your request, we will send you return instructions by email. These instructions will include the return address, any required labeling, and the timeframe within which the return must be shipped. If the return is due to damage, defect, or an error on our part, we will provide a prepaid return label or reimburse the cost of return shipping. If the return is due to a change of mind, the customer is responsible for the cost of return shipping, and we will explain the options clearly.

Step Four: Ship the Return Promptly

Please ship the return within the timeframe specified in the return instructions. If the return is not shipped within that timeframe, we may need to close the request and ask you to submit a new one. This is not intended to be punitive; it is a practical requirement that allows us to manage inventory and refunds efficiently. If you need more time, contact us and we will discuss an extension.

Step Five: Receive Confirmation and Refund

Once the return is received and inspected, we will send you a confirmation email. If the return meets the conditions of this policy, we will initiate the refund through Stripe. If the return does not meet the conditions, we will explain why and discuss alternative resolutions. We aim to complete the inspection and refund initiation within a reasonable period after the return is received, typically within a few business days.

Section 8: Return Shipping Costs

Returns Caused by Our Error

If the return is due to damage in transit, a defective product, an incorrect item, or a material discrepancy between the product and its description, MCH Global covers the cost of return shipping. We will provide a prepaid return label where possible, or we will reimburse the cost of return shipping upon receipt of a valid shipping receipt. We do not require customers to absorb the cost of correcting our mistakes.

Returns Due to Change of Mind

If the return is due to a change of mind — for example, if you ordered the wrong product or decided you no longer want the product — the customer is responsible for the cost of return shipping. The original shipping charge is generally not refundable in these cases, because the shipping service has already been provided. We will explain the applicable charges clearly before you ship the return.

International Return Shipping

International returns may involve higher shipping costs and longer transit times. For returns caused by our error, we will work with you to find the most cost-effective return method and will reimburse reasonable shipping costs. For change-of-mind returns from international destinations, the customer is responsible for return shipping, and we recommend using a trackable service so that the return can be verified. We cannot refund a return that is lost in transit, so tracking is strongly recommended.

Customs and Duties on Returns

International returns may be subject to customs processing and duties in the destination country. If a return is caused by our error, we will work with you to minimize these costs where possible. If a return is due to a change of mind, any customs or duties associated with the return are the customer’s responsibility. We recommend contacting us before shipping an international return so that we can advise on the correct documentation.

Section 9: Refund Methods and Timelines

Refunds to the Original Payment Method

Refunds are issued to the original payment method used for the purchase. If you paid by credit card, the refund goes to that card. If you paid by debit card, the refund goes to that card. If you paid with Apple Pay or Google Pay, the refund goes to the card or payment method associated with the wallet transaction. We do not issue refunds in cash, by check, or to a different card, because doing so would create a risk of fraud and would complicate the reconciliation of the transaction.

Processing Through Stripe

Refunds are processed through Stripe, the same payment processor that handled the original transaction. Stripe sends the refund instruction to your card issuer, and your card issuer credits the funds to your account. The time it takes for the refund to appear on your statement depends on your card issuer and your bank. In many cases, the refund appears within five to ten business days, but some issuers take longer. We will provide an estimate based on the information available to us and will follow up if the refund does not appear within the expected timeframe.

Confirmation of Refund

When we initiate a refund, we will send you a confirmation email that includes the amount, the date of initiation, and the payment method to which the refund was sent. If you do not receive a confirmation email, contact us and we will verify the status of the refund. We recommend keeping the confirmation email for your records, as it can be useful if you need to follow up with your bank.

Partial Refunds

In some cases, a partial refund may be appropriate. For example, if an order contained multiple items and only one item was returned, the refund will cover the returned item rather than the full order. If a shipping charge was included in the original transaction, the refund may or may not include the shipping charge depending on the circumstances. We will explain the calculation clearly before initiating the refund.

Refunds for Out-of-Stock or Unfulfillable Orders

If an order cannot be fulfilled because a product is out of stock or unavailable, we will contact you to discuss options. You may choose to wait for the product to be restocked, substitute a different product, or receive a full refund. If you choose a refund, we will process it promptly and will not charge any fee for the cancellation.

Section 10: Exchanges

Exchanging for a Different Product

If you would like to exchange a product for a different product, contact us and we will explain the options. In general, exchanges are handled as a return followed by a new order, because this ensures that the inventory and payment records are accurate. If the exchange is due to an error on our part, we will cover the shipping costs for both the return and the replacement. If the exchange is due to a change of mind, the customer is responsible for the shipping costs, and any price difference between the products will be handled through a new transaction.

Exchanging for the Same Product

If you would like to exchange a product for the same product — for example, because the original item was damaged — we will ship a replacement once the issue is confirmed. In many cases, we will ship the replacement before receiving the damaged item, particularly if the customer has provided clear photographs. This approach reduces the time the customer spends waiting for a resolution.

Availability of Replacements

Replacements are subject to availability. If the product you requested is out of stock, we will offer an alternative or a refund. We will not ask you to wait indefinitely for a replacement that may not arrive. If a replacement is not available within a reasonable timeframe, we will discuss the available options with you.

Section 11: Order Cancellations and Changes

Cancellations Before Shipment

If you need to cancel an order, contact us as soon as possible. If the order has not yet been processed for shipment, we may be able to cancel it and release the payment authorization. Cancellations are easiest to process before the order enters the fulfillment workflow, so prompt contact is important. If the order has already shipped, cancellation may not be possible, and you may need to follow the return process instead.

Changes to Shipping Address

If you need to change the shipping address after placing an order, contact us immediately. If the order has not yet shipped, we may be able to update the address. If the order has already shipped, we cannot change the address, but we may be able to contact the carrier to request a redirect. Address changes are not guaranteed, particularly for international shipments, and we cannot be responsible for orders delivered to an address that was entered incorrectly at checkout.

Changes to Order Contents

Changes to the contents of an order — for example, adding or removing a product — are generally not possible after the order has been placed. If you need to change an order, we recommend canceling the original order, if possible, and placing a new order with the correct items. This approach ensures that the inventory and payment records are accurate and reduces the risk of errors.

Section 12: Lost, Stolen, and Delayed Shipments

Lost Shipments

If a shipment is confirmed lost by the carrier, we will work with you to resolve the issue. In most cases, we will offer a replacement or a refund. We may ask you to wait for a carrier investigation to be completed before issuing a replacement or refund, because carriers sometimes locate packages that were initially reported as lost. We will keep you informed throughout the process and will not leave you waiting without information.

Stolen Shipments

If a shipment is marked as delivered but you did not receive it, please check with neighbors, building management, and any safe-drop locations before contacting us. If the package cannot be located, contact us and we will review the situation. We may ask you to file a report with the carrier or with local law enforcement, depending on the circumstances. We will work with you to find a fair resolution, but we cannot guarantee a replacement or refund for every stolen-package claim. Our ability to resolve these cases depends on the evidence available and the carrier’s policies.

Delayed Shipments

If a shipment is delayed beyond the estimated delivery window, contact us and we will investigate the status with the carrier. Delays can be caused by customs processing, weather events, carrier routing changes, or high seasonal volume. We will give you an honest assessment of the situation and will keep you informed as we learn more. If a delay becomes extended and the package cannot be located, we will treat the situation as a lost shipment and follow the process described above.

Incorrect Delivery Address

If an order is delivered to an incorrect address because the customer entered the wrong address at checkout, we cannot be responsible for the loss. We will, however, assist you in contacting the carrier to see whether the package can be recovered or redirected. If the package is returned to us, we will contact you to discuss reshipment or refund options. Reshipment may require an additional shipping charge.

Section 13: International Returns and Cross-Border Considerations

Return Shipping from Outside the United States

International customers may return eligible products, but the process involves additional considerations. Return shipping costs are generally higher, transit times are longer, and customs processing may apply. We recommend contacting us before shipping an international return so that we can provide the correct return address, documentation, and instructions. A return that is shipped without prior contact may be delayed or refused.

Customs Documentation

When returning a product from outside the United States, please ensure that the customs declaration accurately describes the contents and the reason for the return. Misrepresenting the contents or value of a return shipment is illegal and may result in seizure or penalties. We will provide guidance on the correct documentation where possible, but the customer is responsible for complying with the destination country’s customs requirements.

Refunds for International Orders

Refunds for international orders are processed through Stripe to the original payment method. Currency conversion may affect the amount you receive, because your card issuer converts the refund at its own exchange rate. We refund the amount we received, less any applicable shipping charges or fees described in this policy. We do not control the exchange rate applied by your card issuer, and we cannot reimburse currency conversion losses.

Import Restrictions and Seized Shipments

Some countries restrict the import of certain supplements or personal-care products. If a shipment is seized by customs because the product is not permitted in the destination country, we will assist with documentation where possible, but we cannot guarantee a refund. We encourage international customers to check their local import regulations before placing an order. If you are unsure whether a product is permitted in your country, contact us and we will share the information available to us.

Section 14: Chargebacks and Disputes

Contacting Us Before Filing a Chargeback

If you are unhappy with an order, please contact us before filing a chargeback with your card issuer. In most cases, we can resolve the issue faster and more satisfactorily than a formal dispute process. A chargeback can take weeks or months to resolve, and it may result in the temporary reversal of funds while the dispute is investigated. A direct conversation with our support team is usually a better use of your time.

How We Handle Chargebacks

If a chargeback is filed, we will cooperate fully with the card issuer’s process. We will provide documentation showing that the transaction was legitimate, that the product was shipped, and that the customer received what was ordered. If the chargeback is based on a misunderstanding, we will attempt to resolve the issue directly with the customer. We do not retaliate against customers for filing legitimate disputes, and we do not maintain a blacklist of customers who have exercised their rights.

Fraudulent Chargebacks

If a chargeback is filed for a transaction that was legitimate and fulfilled, we may dispute the chargeback with evidence. We keep records of order confirmations, shipping confirmations, tracking information, and customer communications, and we will provide these records to the card issuer if necessary. Fraudulent chargebacks harm both merchants and customers, because they increase costs and can lead to stricter fraud controls that affect legitimate buyers.

Section 15: Abuse of the Return Policy

Fair Use

Our return policy is designed to be fair to customers, and we expect it to be used fairly. We reserve the right to decline a return or refund request if we have evidence of abuse — for example, if a customer repeatedly returns used products, if a customer claims a product was damaged when the evidence suggests otherwise, or if a customer attempts to return a product that was purchased from a different seller.

Patterns of Abuse

We track return patterns at the account level. If an account shows a pattern of returns that suggests abuse, we may review the account and, in some cases, limit future return privileges. We do not take this step lightly, and we will always explain our reasoning to the customer. Our goal is to protect the integrity of the policy for the vast majority of customers who use it honestly.

Fraudulent Claims

If we have evidence that a return claim is fraudulent — for example, if a customer claims a product was never delivered when tracking confirms delivery, or if a customer returns a different product than the one that was shipped — we may decline the claim and, in serious cases, report the matter to the appropriate authorities. Fraud is not a victimless act; it increases costs for everyone and undermines the trust that makes a fair return policy possible.

Section 16: Consumer Rights and Legal Disclosures

No Waiver of Statutory Rights

Nothing in this policy is intended to exclude, restrict, or modify any right that a consumer has under applicable law. In the United States, consumers have rights under federal and state consumer protection statutes, including rights relating to defective products, misrepresentation, and unauthorized charges. In other jurisdictions, consumers may have additional rights under local law. If any provision of this policy is found to be unenforceable or inconsistent with a mandatory legal right, that provision will be interpreted to comply with the law, and the remaining provisions will remain in effect.

Product Claims and Regulatory Status

The products sold by MCH Global are dietary supplements and personal-care products, not drugs. They are not intended to diagnose, treat, cure, or prevent any disease. The statements on our website and on product labels have not been evaluated by the U.S. Food and Drug Administration unless explicitly stated. This policy does not create any warranty regarding the health effects of a product, and it does not replace the advice of a qualified healthcare professional.

Limitation of Liability

To the extent permitted by law, MCH Global’s liability for any claim arising from a purchase is limited to the amount paid for the product. This limitation does not apply to claims involving personal injury, fraud, or any other liability that cannot be limited under applicable law. Nothing in this section is intended to limit a consumer’s rights under mandatory consumer protection statutes.

Governing Law

This policy is governed by the laws of Singapore, where MCH Global Pte. Ltd. is registered, except where mandatory consumer protection laws in the customer’s jurisdiction provide otherwise. If a dispute arises, we encourage customers to contact us first so that we can attempt to resolve the matter informally. If informal resolution is not possible, the dispute may be resolved through the appropriate legal channels.

Section 17: Wholesale and Business Returns

Wholesale and business-to-business transactions may be subject to separate return terms, which are set out in the applicable wholesale agreement. If you are a wholesale customer and you have a question about returns, please contact us at philip.lieu@halo.com.vn. We will review the terms of your agreement and explain the applicable process. In the absence of a separate agreement, wholesale returns are evaluated on a case-by-case basis, taking into account the volume of the order, the condition of the products, and the reason for the return.

Section 18: Changes to This Policy

MCH Global may update this Refund and Return Policy from time to time to reflect changes in our operations, our payment infrastructure, or applicable law. When we make changes, we will update the effective date at the top of the policy. The policy that applies to a purchase is the policy in effect at the time of purchase, unless a change is required by law or is more favorable to the customer. We encourage customers to review this policy before placing an order, particularly if it has been some time since their last purchase.

Section 19: Contact Us About Returns and Refunds

If you have a question about this policy, or if you need to initiate a return or refund, please contact us. Email is the best channel for detailed inquiries because it allows you to attach photographs and order information: philip.lieu@halo.com.vn. Phone support is available for time-sensitive issues: +84 818685222. Our website is mchglobal.store, and our address is 160 Robinson Road, #14-04, Singapore Business Federation Center, Singapore 068914.

When you contact us, please be as specific as possible about the issue and the resolution you are seeking. The more information you provide, the faster we can review your request and reach a fair outcome. We will treat your inquiry with respect, respond in plain language, and keep you informed throughout the process.

A Closing Commitment

We know that a return policy is only as good as the company that administers it. A policy can promise fairness, but only a company can deliver it. MCH Global is committed to administering this policy honestly, consistently, and with the recognition that every return represents a customer who trusted us with an order. That trust is the foundation of our business, and we intend to protect it — not with slogans, but with the practical, unglamorous work of answering messages, reviewing photographs, processing refunds, and treating every customer as someone whose time and money matter. If something is wrong with your order, tell us. We will do our best to make it right.