1. General Information

These Terms and Conditions govern the purchase of products from Vietnam Lash Co., Ltd. (hereinafter referred to as “VietnamLash”, “we”, or “our”). By placing an order, you (the “Customer”) agree to be bound by these terms.

2. Eligibility

These Terms apply to all customers who make transactions with VietnamLash.

3. Products and Pricing

We guarantee that all products meet our quality standards and are produced in accordance with the prior agreement with the customer.
The parties acknowledge and agree that, due to the handcrafted nature of the products, it is not possible to eliminate all quality defects. Therefore, a certain defect tolerance is accepted for each product type as follows:

Loose Fans: Defect rate not exceeding 7% per product
Fans in Line: Defect rate not exceeding 3% per product
Rapid Fans: Defect rate not exceeding 5% per product
Semi-Finished Products: Defect rate not exceeding 7% per product
Individual Lashes: Defect rate not exceeding 5% per product

This tolerance range is considered acceptable and not subject to complaints, compensation, or returns unless the actual defect rate exceeds the stated limits.

All prices are quoted in USD unless otherwise specified.
VietnamLash may revise product prices from time to time to reflect market conditions. Any pricing updates will be communicated promptly and will not apply to orders that both parties have already confirmed

4. Order Process

Step 1: Consultation
To place an order, please contact our Sales Team or hotline at (+84 862 765 053). Orders should be submitted via email, WhatsApp, or VietnamLash’s official social media channels. After receiving your request, our team will provide consultation and send you a quotation. Please review it carefully and CONFIRM to finalize your order. Only confirmed quotations will be used as the official basis for production.

Step 2: Payment
Our Sales Agent will send you information on all the payment methods available, and you will then choose the method that is most suitable. As soon as we receive your payment, we will start producing the items according to your requests.

Step 3: Production
The production timeline will depend on the specifics of your order. We will inform you of the estimated completion time within 3 working days after receiving your deposit.

Step 4: Quality Check & Packaging
Once production is complete, we will conduct a thorough quality check. If the products meet our standards, we will proceed to package them and send you photos and videos for your review.

Step 5: Final Payment
For bulk orders or customers choosing to pay shipping later, we will inform you of the shipping fee based on the actual weight and dimensions of the package. Customers are required to settle the remaining balance before shipment.

Step 6: Shipping
Once you have completed 100% payment, including the shipping fee, and confirmed your shipping information, we will proceed to ship your order. We will send you a tracking number to follow.

Step 7: Feedback
We will monitor your shipment until delivery. Upon receipt of the goods, please check your order and provide feedback to us.

5. Payment Terms

VietnamLash accepts payments via bank transfer, PayPal, Visa, Amex, and MasterCard.
VietnamLash accepts partial payments. Customers are required to place a 50% deposit of the order value before production. The remaining balance, along with the shipping fee, is to be paid upon order completion.
Customers are responsible for all bank and transaction fees.
If the full payment is not received within 30 days after production completion, VietnamLash reserves the right to cancel storage and proceed with alternative arrangements. A prior notice will be sent before any action is taken

6. Production

Once your order is confirmed and your payment is approved, production will begin immediately.
Within 3 working days after payment confirmation and order finalization, we will inform you of the expected completion time.
If there is a delay in production caused by VietnamLash, we will compensate 0.5% of the order value per day (capped at 10% of the order value). This policy applies to product refunds only and excludes packaging or labeling fees.

7. Shipping and Delivery

Shipping Policy
Once your order is ready, we will send you photos for review. Further payment is required for shipping costs. After receiving full payment, we will ship your order from Vietnam and provide you with a tracking number.

Shipping Services
We offer global shipping with trusted carriers such as DHL, FedEx, and UPS, as well as other methods (Air Cargo, Seaway) depending on your preferences.

Shipping Time
Shipping typically takes 3–7 working days via air shipping. Once your order has been dispatched, you will receive a tracking number to monitor the shipment through the carrier’s system. If you encounter any issues, please contact our hotline at +84 862 765 053 for support.

Shipping Term

Unless otherwise agreed in writing, all shipments follow EXW (Ex Works) terms under Incoterms 2020.

Under EXW, the buyer is responsible for all transportation costs, risks, export documentation, and customs procedures from our warehouse onwards.
VietnamLash will provide reasonable support with documentation upon request, but the buyer shall bear all related expenses unless otherwise agreed.

Shipping-Related Complaints

In the event that goods are damaged or lost during transportation, VietnamLash shall not be held responsible. Prior to shipment, VietnamLash will provide all necessary documentation, including photos and vi

deos, to confirm that the goods are in good condition before dispatch.

We strongly recommend that customers purchase cargo insurance to ensure full compensation from the shipping carriers in case of any damage or loss.

In the event of confirmed loss of goods by the shipping provider, VietnamLash will support the customer by remaking 50% of the lost items as a goodwill gesture. The customer will be responsible for the remaining 50% of the product cost and all shipping fees.

8. Order Cancellation Policy

Once we receive your payment, we will immediately begin production to ensure product standards and timelines agreed upon are met. Therefore, orders cannot be canceled once a deposit has been paid.

If you wish to make changes to your order, please contact your Sales Agent within 24 hours from the time we confirm receipt of your deposit. If your request is feasible, we will be happy to accommodate it.

If you would like to add new products to your current order, please create a new order through your Sales Agent. Promotions and discounts are applied separately for each order, so additional orders may not receive the same discount. To ensure smooth production, we highly recommend that customers place complete orders at one time.

9. Warranty Policy

Coverage: Product curl or glue tape
Warranty period: 6 months from the date of completion of orders

Warranty Process:

Step 1: Please inform our Sales Agent or hotline at +84 862 765 053 about the product’s condition, including quantity and specific issues, along with clear photos or videos.
Step 2: We will promptly check with our production department. Within 3 working days, we will contact you to agree on a resolution (refund or replacement), depending on each case.
Step 3: Customers must destroy the defective products and record a video of the destruction process, then send it to VietnamLash for confirmation.
Step 4: VietnamLash will proceed with a refund or remake the product and ship it to the customer.

10. Product Complaint Policy

Applicable Cases:

Wrong products received: wrong color, length, thickness, curl, label, tape or product type.
Note: For colored lashes and branded boxes/labels/stickers, VietnamLash guarantees a color match of 85–90% compared to provided images.
Missing items: the actual received quantity is lower than ordered.
Clearly visible product defects: fading color, crushed lash fans, broken boxes, etc.

Complaint Period: Customers must inspect goods immediately upon delivery. Complaints must be submitted within 7 days of receipt.

Complaint Procedure:

Step 1: Notify your Sales Agent or the hotline (+84 862 765 053) with the following:

Order number, quantity affected, and specific issue
Clear photos or videos showing the issue

Please keep the product in its original condition until further instructions are provided.

Step 2: We will coordinate with the production team to verify the cause and provide a suitable solution within 3 working days.
Step 3: Upon agreement with the customer, VietnamLash will carry out the solution (refund, exchange, or remake).

Cases Not Eligible for Complaint Processing:

We reserve the right to decline complaint handling if:

The complaint is submitted more than 7 days after delivery
The product has been used, opened, or altered
No valid evidence (photos/videos or order details) is provided
The issue is caused by misuse or improper handling on the customer’s end
The defect rates specified above are within the acceptable range according to VietnamLash’s internal quality standards.

VietnamLash produces customized products based on specific customer requirements. Therefore, we do not accept return requests resulting from changes in personal preference after purchase.

11. Return and Exchange Policy

Non-Returnable Cases

Return requests will not be accepted in the following situations:

The customer changes their mind or no longer wishes to use the product.
The customer is unsatisfied for subjective reasons, such as personal taste or expectation mismatch.
The product has been used, unsealed, damaged, or is no longer in its original condition.

Recommendations Before Ordering

To ensure customer satisfaction and avoid unnecessary issues:

We strongly recommend placing a sample order before confirming any bulk order.
Our team is always ready to provide consultation and recommendations to ensure the product best suits your needs.

VietnamLash reserves the right to decline any return requests not aligned with the above criteria, and encourages all customers to confirm orders carefully before proceeding.

12. Confidentiality and Data Usage:

Customer information (name, address, order history, contact details) is stored securely and used solely for business purposes. VietnamLash does not share customer information with third parties without consent.

13. Intellectual Property

All VietnamLash designs, packaging, and content are protected by copyright and trademark laws.
For OEM clients: VietnamLash will not reproduce or share custom designs without written permission.
Customers are responsible for the legality of any designs or trademarks they provide for OEM use.

14. Force Majeure

VietnamLash shall not be liable for any failure to perform due to causes beyond its reasonable control, including but not limited to acts of God, natural disasters, war, government restrictions, or courier delays.

15. Changes to Terms

VietnamLash reserves the right to update these Terms and Conditions when necessary. Any changes will be communicated through our official channels, and the latest version will always be available upon request

16. Governing Law

These terms shall be governed and interpreted by the laws of Vietnam. Any dispute arising out of or relating to these terms shall be resolved through negotiation or arbitration in Vietnam.