MCP | RETURN AND EXCHANGE POLICY

1. Conditions for Return/Exchange:

• The product does not match the type or specifications stated in the order.
• Technical or quality defects caused by MCP.
• Returned/exchanged products must remain in their original packaging (not dented, scratched, dirty, etc.), with intact shrink wrap and no signs of prior use.
• Products must still have intact packaging labels, COA, purchase invoice, and delivery note.
• Products must still be within the permitted return/exchange period.

Upon receiving the goods, customers are kindly requested to carefully check the products. If any of the above cases are detected, please immediately report the issue to us and submit a request to the sales representative for return/exchange processing.

2. Return/Exchange Timeframe:

Upon receiving information from the customer, we will proceed to evaluate the product and respond with the results and resolution plan within 07 working days.

3. Return/Exchange Method:

• After the customer receives an email/official written confirmation of approval from MCP, the customer informs MCP to arrange a suitable schedule for product return/exchange.
• Before the return/exchange process, MCP’s Quality Management Department is responsible for inspecting the goods and confirming approval for the return/exchange.

4. Refund Method:

4.1. In case of product exchange:

• If the customer wishes to exchange for another product of higher value, the customer must pay the price difference; if the exchanged product has a lower value, MCP will refund the difference.
• Issuance of a reduction in quantity for the previously issued invoice.
• Replacement with qualified goods or product discount for defective goods.

4.2. In case of product return:

• MCP will cover transportation costs incurred during the return process.

Note: MCP does not take responsibility for the contents inside the cans. Depending on each case, both parties will discuss and agree on a resolution in the spirit of cooperation and support.

5. Return/Exchange Procedure:

Step 1: Receive customer’s return/exchange request.

Step 2: Create a complaint record and collect defective product samples from the customer (if any).

Step 3: Inspect and identify the cause of the defect.

Step 4: Decide on the resolution plan.

Step 5: Negotiate the resolution plan with the customer.

Step 6: Receive and inspect the returned goods batch.

Step 7: Approve the resolution plan for the returned goods.

Step 8: Register the returned goods into the return warehouse.

Step 9: Issue invoice reduction/payment for incurred costs.

Step 10: Notify the customer of the result and archive the records.

(The above content is regulated under MCP’s Warranty & Return Policy No. KD.CS05 and Return Procedure No. KD.QT34, effective from January 1st, 2025.)