TERMS & CONDITIONS

1. Introduction

These terms and conditions ("Terms of Use") are applied between Lock & Lock HCM Co., Ltd. ("LocknLock" or "We") and any customer purchasing products through our website with the https://www.locknlock.vn/ ("Customer"). These terms and conditions govern and apply to anyone accessing and/or using the Website, the relationship between the parties, and the provision of any products on the Website to the Customer.

We are hereby willing to provide the Customer with access to LocknLock's Website. We reserve the right to change these Terms of Use from time to time. The rights of the Customer under these Terms of Use are those as set forth in the latest update of the Terms of Use officially posted on the LocknLock Website.

By using the Website, the Customer agrees to all Terms of Use and acknowledges that the Terms of Use may be amended, updated by us from time to time without prior notice. The Customer should regularly check this page to be aware of any changes to the Terms of Use. Please note that if the Customer refuses to accept the Terms of Use, you will not be able to use or purchase any products on LocknLock's Website.

2. Ordering Regulations

Customers wishing to purchase LocknLock products must place orders through our Website. All orders are subject to our acceptance and the availability of the desired products.

Customers can select products in the usual quantities from our online range. The placement of products on the homepage does not constitute a binding offer and does not constitute the creation of a contract or specific order. Customers can collect the selected products into what is called a shopping cart by using the "Add to Cart" button. When customers click on the "Checkout" button, they will be taken to a secure area where they can enter their personal data. By clicking the "Submit Order" button, you submit a binding request to purchase the items in your shopping cart. Before submitting the order, you may view and change the data at any time.

Upon receipt of the customer's online order, we will process the customer's order as quickly as possible. We will send you an automatic confirmation via [email/message], listing your order with all the details such as models, images, quantities, prices, and total payment. We also want to note that when ordering multiple items at once, we may reject the entire order if one of the items ordered is not available in stock.

For products, Customers should inquire in detail through the dialogue section on the website to receive thorough advice from our staff before placing an order. The Ordering process will allow customers to check and correct any errors before submitting the Order to LocknLock. Therefore, please take the time to read and review your order before formally submitting it to Us.

We strive to provide the most accurate product descriptions possible. Within the limits of the law, we do not guarantee that the product descriptions and prices or other contents on this Website are entirely accurate, complete, up-to-date or error-free. The weight, measurements and other descriptions provided on the Website are approximate and are provided for convenience purposes only. We will make every reasonable effort to display the characteristics of the products accurately, including available colors. However, the colors customers see on the Website may differ from the actual colors, depending on the mobile device, computer system, screen and/or other display features of the customer.

3. Pricing and payment policy:

The prices of the products will be clearly stated on the Website and additionally, promotional programs will be updated regarding their duration and specific promotional prices for each program so that customers can conveniently shop for genuine LocknLock products. Product prices may change from time to time and we are not obliged to notify Customers in advance of any price updates.

Customers should note that the prices listed on the Website include taxes but exclude shipping costs (if any). Shipping fees will be added to the total amount of the customer's order and will be displayed specifically on the checkout page. However, depending on the delivery location chosen by the customer, the shipping fee will vary accordingly.

When shopping on the Website, Customers can choose one of the following payment methods for convenience and speed:

  • Cash on Delivery (COD): Locknlock.store staff will deliver the goods to the customer's location and payment will be made to the delivery staff.

  • Online payment on the website using domestic, international payment cards (Visa card) and credit/debit cards.

  • Online payment through payment gateways such as Zalopay, Momo.

Once the full payment for the customer's order has been received, the customer will receive an email/message confirming successful payment from us.

If Customers fails to make any payment by the selected payment method or if the payment is canceled for any reason, we will cancel the order and suspend delivery until payment is made in full.

4. Shipping policy

We will arrange delivery for the orders placed by customers to the registered address, for orders within the city, the processing time is approximately 5 (five) days (excluding Saturdays and Sundays). For orders outside the city, the processing time will be approximately 7 (seven) days (excluding Saturdays and Sundays). However, there may be cases where delivery takes longer, but this only occurs in force majeure situations such as:

  • We attempt to contact the customer via phone but are unsuccessful, resulting in the inability to deliver.

  • The delivery address provided by the Customer is incorrect or difficult to locate.

  • A sudden surge in Our order volume causes delays in order processing.

We will inform the Customer if the estimated delivery date cannot be met. In such cases, we will offer the customer the option to proceed with the purchase or cancel the order. If the order is canceled, we will refund the customer via the original payment method for the product order, including the shipping fee (if any).

Products will be packaged according to our standard packaging procedures. We reserve the right to fulfill or not fulfill specific packaging requests and in such cases, any additional costs must be paid by the customer before the product is delivered.

5. Return and exchange policy

Conditions for return and exchange

Cases eligible for return and exchange:

  • Products with technical faults and manufacturing defects.

  • Products damaged (cracked, broken, adhesive failure, etc.) during the shipping process.

  • Products delivered do not match the model, type that the customer ordered.

  • Customers must report the damaged condition of the product to us immediately for assistance with replacement. If reported after 24 hours, we will not provide support as by default, the customer has accepted the delivered product.

It should be noted that cases of damage during use will be supported for repair according to the warranty policy accompanying the product and the return and exchange policy does not apply.

Return and Exchange Regulations:

  • Products can only be exchanged once within 7 (seven) days from the date of receipt.

  • When exchanging a product, any used discount vouchers will not be calculated towards the value of the exchanged product.

  • In the case of products being exchanged during a promotional period, customers are advised to exchange the product within the promotional period to avail the discounted price (if any).

  • The returned product must be in its original packaging, with accessories, gifts (if any) and unused.

Return and Exchange Procedure:

Customers purchasing online who wish to exchange a product can do so through one of the following methods:

Method 1: Exchange directly at the store:

  • Customers are requested to bring the product along with the shipping receipt, invoice and purchase information from the Website to any of our stores for assistance with the return and exchange.

Method 2: Exchange via postal service:

  • Customers can send the product, along with any accompanying accessories, promotional gifts (if any), along with the shipping receipt and VAT invoice (if any) to the following address: 9th Floor, 77 Hoang Van Thai, Tan Phu Ward, District 7, Ho Chi Minh City.

Cost of Return and Exchange

Customers will bear the cost for returning the product. Customers will also be responsible for the product until it reaches our warehouse and the product will be inspected by us upon receipt. In the event that the product is returned under unsuitable conditions, we may resend the product to the customer at the expense and cost of Customer and/or refuse to refund the money.

If the returned product meets our return and exchange conditions as outlined here, We will refund the customer based on the original payment method of the Customer's order. Refunds will be processed within fourteen (14) to twenty (20) days after we receive your returned product or replace it with an equivalent product according to the Customer's request.

6. Order cancellation policy

Except for other provisions stated in these Terms of Use, we accept order cancellations from customers within 24 hours (twenty-four hours) from the time of successful payment. Please contact us at the phone number 028 54135750 and send an email to adminonline@locknlock.com for assistance with canceling the order.

If a Customer cancels an order before it is shipped, specifically within 1 (one) hour from the time the Customer receives the successful order confirmation, we will refund 100% of the payment to the Customer.

If a Customer cancels an order after it has been shipped, we will process the refund for the customer after deducting any incurred expenses such as shipping fees, payment fees, gift packaging fees, ...

To avoid misunderstandings, We reserve the right to refuse order cancellations from customers regardless of the reason.

7. Warranty policy

We always strive to provide customer satisfaction before and after purchasing through meticulous and attentive customer care policies. Therefore, during the product use period, if Customers encounter any obstacles due to technical faults, they should contact us directly to receive appropriate after-sales service.

Conditions for warranty:

  • Products are warranted free of charge if they meet the following conditions.

  • Products have technical faults due to manufacturing defects.

  • Products are within the warranty period.

  • The warranty certificate must be intact, without alteration, tampering, erasure or must correctly display the customer's purchase contact information if it's an electronic warranty.

  • The warranty certificate includes complete information: product model, serial number, manufacturing date, customer's name, address, purchase date (for products not covered by electronic warranty).

  • Cases are not covered by warranty or incurring warranty fees:

  • Violate any of the above conditions for free warranty.

  • Customers arbitrarily repair the product themselves or have it repaired at unauthorized service centers.

  • Products are damaged due to user error and the damage is not within the warranty scope.

Warranty Period: as stated on the warranty certificate or electronic warranty according to the manufacturer's regulations.

  • Cases where warranty is denied for products with any defects arising from:

  • Natural wear and tear.

  • Damage due to improper storage or maintenance conditions.

  • Customer negligence or any other third party.

  • Installation, operation of the product not following the attached instructions.

  • Any previous replacement or repair by the customer or a third party without authorization from us.

Warranty address: Customers wishing to warranty their products will send the products to us at the following address: 4th Floor, 77 Hoang Van Thai Street, Tan Phu Ward, District 7, Ho Chi Minh City, Vietnam

8. Intellectual property rights

We grant Customers limited rights to access and use this Website for personal purposes and may not download or modify the Website or any part thereof, unless expressly agreed upon in writing by us.

Customers are not allowed to copy, distribute, modify, publicly display, perform, republish, download, store or transmit any content or materials available on our Website except when this is done automatically by the computer/web browser you are using, necessary for accessing and using our services and information.

Customers are not allowed to use LocknLock's trademark without our prior written permission. Trademarks of third parties, logos, products or services, designs or slogans appearing on the website do not necessarily indicate any affiliation of those third parties with us.

This right to use does not include any resale or commercial use of the Website or Website content; any collection, use of any product listings, descriptions or prices; any derivative use of the Website or Website content; or any use of data mining, robots or similar data gathering and extraction tools. No copying, mimicking, duplicating, selling, reselling, accessing or exploiting the Website or any part of the Website for any commercial purposes without Our clear prior written consent.

Customers are not allowed to counterfeit or use counterfeit techniques to attach any trademarks, logos or other exclusive information (including images, text, page layouts or forms) of ours and affiliated companies (including the Parent Company, "Affiliated Company") without Our clear prior written consent.

9. Account and Password

Customers can register for a membership account on our Website. If customers choose to create an account on the Website, they must complete the registration process by providing us with accurate and complete information.

Customers are responsible for the use of their accounts and for maintaining the security of their account and password. Customers also agree to promptly notify us if they become aware of or suspect any unauthorized use of their account or any security breach.

We reserve the right to disable any username, password or other identifier chosen by customers at any time at Our discretion without providing a reason for such disabling. Please refer to our Privacy Policy for more details on the information and personal data you provide.

10. Violation of Terms of Use

We reserve the right to apply one or all of the following actions:

  • Permanently block part or all of an account;

  • Limit the right to use the account;

  • Apply civil measures including but not limited to requesting reimbursement of money/assets obtained through violation, compensating for damages;

  • Request competent state agencies to handle criminal matters.

The application of the above rights when the customer includes but is not limited to one of the following behaviors:

  • When there is a decision or written request from an authorized agency under the law.

  • When We have reason to believe that you have one of the following behaviors:

    • Dishonesty, fraud;

    • Creating fake orders or fake reviews;

    • Showing signs of fraud or abusing discount codes and promotions;

    • An user creates multiple accounts to enjoy multiple times for a promotion of ours;

    • Sellers and buyers agree to increase the price of products to take advantage of shipping fees, discount codes or abuse other promotions of Ours;

    • Splitting large quantity/wholesale orders into multiple smaller orders to abuse Our free shipping program;

    • Other cases that our system detects, which we believe violate the rules of our Website's operation;

    • We are informed by one of our banks, other customers or our partners about dishonesty or any disputes related to the account;

    • Customers violate the rules of Website operation.

  • Requests to restore customer accounts are not approved by us.

  • Customer’s account has been inactive for over 2 years.

11. Force Majeure Event

"A Force Majeure Event" means any event that is unforeseeable in a reasonable manner and beyond the reasonable control and not due to the fault or negligence of the Aggrieved Party (including subcontractors, if any) and could not be avoided when due care and effort have been exerted. Force Majeure Events include but are not limited to, natural disasters, droughts, floods, earthquakes, storms, fires, lightning, epidemics, wars, riots, civil wars, sabotage, explosions, strikes or labor disputes (excluding any strikes, labor disputes or other labor difficulties involving the participation of employees of the Aggrieved Party (or subcontractors if)) and legislative changes. Force Majeure Events include subcontractors being unable to provide labor, services, materials or equipment under contract obligations only when such inability to perform is caused by a Force Majeure Event.

We will not be responsible for failure or delay in performing any of our obligations under these General Terms to the extent that such failure or delay in performance is due to a Force Majeure Event where it can reasonably be determined that we will be unable to perform our obligations, we will notify the Customer; and we will not be liable to perform any obligations arising prior to the Force Majeure Event if the Force Majeure Event impedes the performance of those obligations.

When a Force Majeure Event affects the delivery of the Product to the Customer, we will arrange a new delivery date for the Customer after the Force Majeure Event ends.

12. Limitation and Exclusion of Liability

This website and all related information herein provided by us are provided on an "as is" and "as available" basis. Our parent company, subsidiaries, affiliates or partners or our directors, officers, shareholders, employees and agents make no representations or warranties, whether express or implied, about the content, materials or products presented on the Website. The Customer agrees to assume all risks when using this website to the extent permitted by applicable law. We disclaim all warranties, whether express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose.

We also do not warrant that the website, servers or emails sent from us are free of viruses or harmful components or other technical defects.

We, including our parent company, subsidiaries, affiliates or partners, as well as our directors, officers, shareholders, employees and agents, shall not be legally liable for any damages including, but not limited to, direct, indirect, incidental, consequential damages or any other losses or liabilities arising from:

  • The use or inability to use the website;

  • Errors, defects or inaccuracies of the products, content, user-generated content, services or any other information or materials on the website;

  • Any decision, action or inaction of any party relying on the content of the website;

  • Business interruption;

  • Delayed/interrupted access to the website;

  • Non-delivery, misdelivery, destruction, tampering or modification of data;

  • Any property damage arising from the access and use by the Customer or reliance on any products, content, user-generated content, services or any other information or materials established on the Website;

  • Losses or damages in any form arising from accessing third-party links on the website;

  • Any unauthorized access to or use of servers (whether provided directly by us or by a third party designated by us) and/or any or all personal information stored therein;

  • Computer viruses, crashes or system failures related to the use of the website;

  • Any delays, inaccuracies, errors or omissions in the content on the website.

These general terms are stated with full scope regarding our obligations and responsibilities for providing products and currently do not contain any other warranties, conditions or provisions binding us unless expressly stated otherwise in these general terms.

By accessing our Website, the Customer accepts all risks associated with the use of the Website, including but not limited to risks that the Customer's computer, software or data may be damaged by any viruses transmitted through this Website or by any third-party content or third-party websites. To the extent permitted by law, all warranties, conditions and requirements (whether express or implied) arising from or in any way connected to this Website are excluded.

The Customer also agrees to indemnify us and our Affiliated Companies for any damages, legal liabilities, costs, fees and expenses, including reasonable attorney's fees, that we may incur as a result of the Customer's violation of any Terms of Use or any complaints related to the information provided by the Customer or actions taken by the Customer. We will promptly inform the Customer of any such complaints, claims or lawsuits if they arise.

13. Dispute resolution

We are always ready to receive and address Customer complaints related to transactions on the Website. When complaints or disputes arise, we prioritize negotiated solutions and reconciliation between parties to maintain the relationship and your trust in the quality of our services.

The complaint process can be carried out in two ways:

Our complaint handling department will receive and contact the customer to clarify the issues as soon as possible depending on the severity of the matter. After review, We will take appropriate and specific measures to assist the Customer.

To avoid misunderstandings, we have the right to request Customers to provide information or evidence related to the transaction, products to conduct verification to clarify the incident for appropriate handling.

In case of any dispute that cannot be resolved amicably, the Customer and We agree that the dispute shall be resolved through arbitration at the Vietnam International Arbitration Center under the Vietnam Chamber of Commerce and Industry ("VIAC") using arbitration methods according to the VIAC Arbitration Rules. The arbitration panel shall consist of three (3) arbitrators appointed in accordance with the VIAC Arbitration Rules. The place of arbitration shall be in Ho Chi Minh City, Vietnam. The language of arbitration shall be Vietnamese. The parties expressly waive the application of the United Nations Convention on Contracts for the International Sale of Goods in resolving related issues.

14. Governing Law

This Terms of Use shall be governed and construed in accordance with the laws of Vietnam and shall not be affected by provisions on conflicts of laws.

15. General Provisions

By continuing to use the Website, the Customer acknowledges having read and understood these Terms of Use. The Customer agrees to comply with and be bound by the terms and conditions of these Terms of Use. These Terms of Use shall not be modified or amended in any form without Our prior written consent.

Any provision of these General Conditions that is unlawful, invalid or unenforceable under the law of any competent authority shall not affect the validity, legality or enforceability of any other provisions under the law of any other competent authority.

All commitments, warranties and other obligations provided or entered into by the Parties are separately provided or entered into unless the context requires otherwise.

Our failure to act upon the Customer's or third party's breach shall not impair our rights to take actions against other or similar breaches.

In case of any damages arising from the violation of these Terms of Use on this Website, we reserve the right to temporarily suspend or permanently block the Customer's account. If the Customer is not satisfied with this Website or any terms, conditions, provisions, policies, instructions or activities of the Website, the sole remedy is to discontinue using the Website.

We reserve the right to amend the terms of these Terms of Use at any time with or without notice. It is the Customer's responsibility to regularly review any amendments to these Terms of Use and agree to be bound by such amendments. By accessing or continuing to use the information, functions on this Website, the Customer acknowledges having read, understood and agreed to the terms as amended.

If the Customer has any questions regarding the Terms of Use for this Website, please contact us via our website chat or by postal mail at the following address:

LOCK & LOCK HCM CO., LTD.

9th Floor, 77 Hoang Van Thai, Tan Phu Ward, District 7, Ho Chi Minh City

Tel: 028 54135750 – Fax: 028 54135756

Mail: adminonline@locknlock.com