This policy applies to all orders purchased at S, including all forms of online shopping on the website, ordering via phone, and direct purchases at the company's official store/dealers.

Customers may request a service redo or a full/partial refund in the following cases:

- The service was not carried out as agreed in the service order/contract.

- The cleaning quality does not meet the required standard (e.g., the air conditioner/washing machine remains dirty or does not function properly due to cleaning errors).

- Serious mistakes by staff directly affecting the customer’s equipment.

- Service cancellation caused by SkyLiving.

NOTE: Requests for return/refund due to personal reasons (no longer needed, change of preference, dislike of color/model, etc.) will not be accepted, except when the product remains sealed, unused, and Sky Living agrees to support on a goodwill basis. In such cases, all additional costs (transportation, order handling, packaging materials, etc.) will be borne by the customer.

- Customers change their requirements or opinions after the service has been completed, where no error is attributable to SkyLiving.​

- Equipment failure caused by other reasons (age, deterioration, pre-existing damage to parts) unrelated to the cleaning process.

- Customers fail to provide necessary conditions (power supply, water supply, proper installation space), making it impossible to perform the service correctly.

- Products showing signs of external impact such as scratches, dirt, unusual odors, or damage due to improper storage conditions.

- Products not purchased from SkyLiving’s official channels.

- Products must remain intact, with all labels, accessories, and included gifts.

- Valid purchase documents (order number, invoice, delivery note, or payment receipt) must be provided.

- Customers must provide photos/videos of product unboxing (if product defects are caused by transportation) as a basis for handling claims.

- At the time of delivery: Customers have the right to refuse acceptance if defects are found.

- Request period: SkyLiving only accepts return/refund requests within 07 days from the date the customer receives the goods (delivery date as recorded in the logistics provider’s system).

- Within 24 hours after service completion, if issues arise, customers must immediately contact Sky Living via hotline: 388 911 607

- Customers must contact via hotline/email to submit a “Return/Refund Request” and clearly state the reason.

- The Customer Service Department will receive, verify the information, and provide instructions for returning the product to the processing center.

- After reviewing and confirming the case, if the fault is verified to be from SkyLiving:

• The customer will be entitled to a free redo of the service, or
• A refund will be issued proportionate to the unfulfilled service.

- If the issue is caused by the manufacturer or shipping: SkyLiving covers all return and re-delivery costs.

- For returns due to personal reasons/outside policy: You cover all two-way shipping and related costs.

- If exchanging for a higher-value product: You must pay the price difference.

- If exchanging for a different product type: The new product must be equal to or higher in value than the original purchase. If the new product is of lower value, the difference will not be refunded.

- Principle: Refunds will be issued using the same payment method used for the original transaction (cash, bank transfer, e-wallet).

- Processing Time:

• 3 – 5 business days for e-wallet/payment gateway transactions.
• 5 – 7 business days for bank transfers.
• For international payments (Visa/MasterCard), processing time may be longer depending on the bank’s policy.​

- SkyLiving only accepts and processes one refund request per valid order within 07 days of receipt.

Note: Refund timelines may vary depending on the bank or payment partner. In such cases, SkyLiving will proactively notify you.

- For orders paid with vouchers/gift cards, refunds will be issued in the form of vouchers/gift cards rather than cash.

For any questions or support needs, you are welcome to reach out to us at the following contact information:

Hotline: 388 911 607

Email: skyliving.vn@gmail.com

Address: SAV.3-01.19 The Sun Avenue, 28 Mai Chi Tho, An Khanh Ward, Ho Chi Minh City