CONDITIONS AND RESTRICTIONS ON THE PROVISION OF GOODS AND SERVICES THROUGH THE PLATFORM

Last updated: July 31, 2026

This Policy sets out the conditions, scope, and restrictions applicable to the provision of goods, products, and services by Vietnam Custom Leather Joint Stock Company (“VCL,” “we,” “us,” or “our”) through the website vcl.com.vn and VCL’s official sales channels.

VCL is committed to providing transparent, complete, and accurate information consistent with its actual supply capacity at the relevant time. By accessing the website, placing an order, submitting a consultation request, or using VCL’s services, customers acknowledge that they have read, understood, and agreed to comply with the conditions and restrictions set out in this Policy.

1. Scope of Goods and Services Provided

VCL provides products, goods, and services relating to fashion, leather goods, and accessories, including but not limited to:

• In-stock leather products;
• Clothing, jackets, footwear, bags, wallets, belts, and accessories;
• Made-to-measure, custom-crafted, or modified products;
• Products personalized through engraving, printing, embossing, embroidery, or other finishing methods;
• Pre-order products or products manufactured in specified quantities;
• Consultation services relating to materials, styles, dimensions, and designs;
• Product repair, alteration, maintenance, or restoration services; and
• Gift-wrapping, delivery, and other support services announced or approved by VCL.

The specific range of products and services may change from time to time and will be published on the website or confirmed through VCL’s official contact channels.

2. Order Conditions

To place an order through the platform, customers must provide complete and accurate information, including:

• Full name of the person placing the order;
• Contact telephone number;
• Email address, where applicable;
• Delivery address;
• Product name, quantity, dimensions, color, and selected options;
• Personalization content, where applicable;
• Payment method;
• Delivery method;
• Invoicing information, where requested by the customer; and
• Other information necessary for VCL to process the order.

VCL may contact the customer to verify or supplement information before confirming the order.

An order may remain unprocessed or may be canceled if the information provided by the customer is incomplete or inaccurate, or if VCL is unable to contact the customer for confirmation.

3. Order Confirmation Conditions

An automated website notification confirming receipt of an order does not automatically constitute VCL’s final confirmation or acceptance of the provision of goods or services.

An order will only be considered confirmed after VCL has reviewed and confirmed:

• Customer information;
• Product availability or production feasibility;
• Product price and related costs;
• Payment method;
• Required deposit or advance payment, where applicable;
• Delivery address and method;
• Design, made-to-measure, or personalization requirements; and
• Any special conditions applicable to the order.

VCL may reject or cancel an order where the applicable supply conditions cannot be satisfied, even where the system has already recorded the order request.

4. Product Availability Restrictions

Product availability information displayed on the website, where provided, is for reference at the time of access and may change because:

• Products are sold through multiple channels;
• System updates may be delayed;
• Products may be reserved for other customers;
• Products may be pending quality inspection;
• Materials or accessories may be out of stock;
• Products may be limited editions; or
• Products may have been temporarily discontinued.

Where a product is out of stock or cannot be supplied, VCL may propose:

• Waiting for the product to be restocked;
• Changing to another color, size, or version;
• Changing to an equivalent product;
• Producing the product to order, where feasible; or
• Canceling the order and issuing a refund where the customer has already paid.

5. Material Availability Restrictions

For products made from leather, fabric, metal accessories, sewing thread, zippers, or finishing materials, availability depends on the supply of materials at the relevant time.

VCL may be unable to provide certain options where:

• The material is out of stock;
• The supplier has discontinued the material;
• The color or surface finish is no longer consistent;
• The material is unsuitable for the design;
• The required accessories are no longer available;
• The material does not satisfy VCL’s quality inspection standards;
• The material procurement period does not meet the customer’s requested deadline; or
• The material cannot be transported or imported due to objective circumstances.

In such cases, VCL will inform the customer and propose an alternative where available.

6. Natural Characteristics of Leather

Products made from genuine leather may have natural variations in:

• Grain;
• Color tone;
• Softness;
• Thickness;
• Sheen;
• Natural creases;
• Pores;
• Minor scratches or natural surface markings; and
• Color development or changes in tone during use.

These variations are natural characteristics of leather and are not automatically considered product defects where they do not materially affect the product’s functionality or conflict with the quality standards published by VCL.

The actual color of a product may differ from its appearance in website images due to lighting conditions, photography equipment, display screens, and the characteristics of each material batch.

7. Restrictions Applicable to Made-to-Measure, Custom-Crafted, and Personalized Products

For made-to-measure, custom-crafted, or personalized products, VCL will only begin the work after the customer has:

• Provided all necessary information;
• Confirmed the design, dimensions, materials, colors, and personalization content;
• Approved the design or product description, where applicable;
• Paid the required deposit or payment; and
• Agreed to the estimated production period.

Personalized products may be subject to restrictions on returns, exchanges, order cancellations, or refunds after VCL has begun designing, preparing materials, or manufacturing, except where an error is attributable to VCL.

VCL may refuse to carry out a personalization request where the requested content:

• Violates the law;
• Infringes a third party’s intellectual property rights;
• Is insulting, discriminatory, incites violence, or is contrary to social ethics;
• Contains inappropriate images, symbols, or information;
• Is technically infeasible;
• May damage the product or compromise its quality; or
• Exceeds VCL’s production capacity at the time the request is received.

8. Size and Measurement Restrictions

For products made or altered according to individual measurements, customers are responsible for providing accurate measurements or cooperating with VCL during the measurement process.

VCL may refuse to proceed or require further confirmation where:

• Measurements are incomplete;
• Measurements appear unusual;
• The customer repeatedly changes the measurements;
• The requested dimensions exceed technical capabilities;
• The requested dimensions may affect the durability or appearance of the product; or
• The customer is unable to attend a fitting or inspect a sample where necessary.

Minor variations may arise during handcrafted production within reasonable technical tolerances. Where applicable, VCL will disclose or explain the relevant tolerances for each product.

9. Restrictions Relating to Images, Content, and Documents Provided by Customers

Where a customer provides a logo, image, text, symbol, drawing, design, or other document for product personalization, the customer represents and warrants that:

• The customer has the lawful right to use the content;
• The content does not infringe any third party’s copyright, trademark, image rights, or other rights;
• The content does not violate the law;
• The content is not misleading, insulting, or harmful to the lawful rights and interests of another organization or individual; and
• The material provided is of sufficient quality for VCL to carry out production.

VCL is not responsible for disputes arising from content provided by the customer, except where VCL is at fault in accordance with applicable law.

VCL may require the customer to provide evidence of the right to use the content or may refuse to proceed where there are reasonable grounds to question the lawfulness of the content.

10. Production Time Restrictions

The production or preparation period will be determined according to:

• Product availability;
• Product type;
• Quantity;
• Complexity of the design;
• Availability of materials;
• Personalization content;
• The production schedule at the relevant time;
• The time required for the customer to approve samples or make payment; and
• Other objective factors.

The estimated period provided by VCL does not include delays caused by the customer’s late responses, delayed sample approval, delayed provision of measurements, delayed payment, or changes to the requirements.

For custom-made products, completion may be delayed where the design is changed, materials are unavailable, reproduction is required, or a force majeure event occurs.

11. Delivery Area Restrictions

VCL may deliver throughout Vietnam or within areas supported by its delivery service providers at the relevant time.

VCL may refuse, postpone, or change the delivery method for:

• Areas not supported by the delivery service provider;
• Remote, mountainous, border, or island areas;
• Areas affected by natural disasters, epidemics, lockdowns, or travel restrictions;
• Areas presenting safety risks;
• Unclear or unverifiable addresses;
• Delivery locations that violate building rules, local regulations, or applicable law; or
• Orders whose dimensions or value exceed ordinary shipping conditions.

Where delivery cannot be completed using the customer’s selected method, VCL will notify the customer and propose another suitable method where available.

12. Payment Method Restrictions

Not every payment method is available for every order.

VCL may not offer cash on delivery for:

• Made-to-measure products;
• Personalized products;
• Pre-order products;
• Bulk orders;
• High-value orders;
• Areas where collection-on-delivery services are unavailable;
• Customers who have repeatedly refused delivery; or
• Transactions showing signs of risk or invalidity.

For certain orders, VCL may require a deposit or full advance payment before production begins, products are reserved, or delivery is arranged.

13. Purchase Quantity Restrictions

VCL may limit purchase quantities in the following circumstances:

• Limited-edition products;
• Promotional products;
• Pre-order products;
• Products made from scarce materials;
• Products requiring fair allocation among multiple customers;
• Orders showing signs of speculation, fraud, or misuse of promotional policies; or
• Purchase requests exceeding VCL’s supply capacity at the time the order is placed.

For bulk orders, VCL may require a separate quotation, production schedule, deposit, and payment conditions.

14. Age and Legal Capacity Restrictions

Customers entering into transactions with VCL must have the legal capacity required under applicable law.

Where a customer is a minor, has restricted legal capacity, or requires the consent of a lawful representative, the transaction must be conducted or approved by a parent, guardian, or lawful representative.

VCL may reject or cancel a transaction where there are reasonable grounds to believe that the person placing the order does not have the legal capacity to enter into the transaction.

15. Restrictions Arising From Inaccurate Customer Information

VCL may reject, suspend, or cancel an order where the customer:

• Provides an incorrect name, telephone number, email address, or delivery address;
• Cannot be contacted to confirm the order;
• Fails to provide information required for delivery;
• Fails to provide information required for invoice issuance;
• Provides information showing signs of impersonation or falsification;
• Uses another person’s information without authorization; or
• Fails to cooperate with transaction verification where required.

The customer is responsible for any damage, delay, or cost arising from inaccurate information provided by the customer.

16. Restrictions Relating to Website Content

VCL endeavors to ensure that the information on the website is accurate and up to date. However, in some circumstances, the website may contain errors or discrepancies relating to:

• Prices;
• Product availability;
• Colors;
• Dimensions;
• Product descriptions;
• Images;
• Promotional programs;
• Shipping fees;
• Delivery times; or
• Technical information.

Where an error is identified, VCL will notify the customer and reconfirm the relevant information before proceeding with the transaction.

VCL may refuse to fulfill an order based on clearly incorrect information, even where the system has already recorded the order.

17. Promotional Program Restrictions

Promotional programs, discount codes, and complimentary gifts may be subject to separate conditions, including:

• Promotional period;
• Eligible products;
• Applicable quantities;
• Minimum order value;
• Eligible customer groups;
• Sales channel;
• Delivery area;
• Number of permitted uses; and
• Whether the promotion may be combined with another offer.

VCL may refuse to apply a promotion where the customer does not satisfy the applicable conditions or where there are indications of abuse, fraud, order splitting, fake orders, or the use of multiple accounts contrary to the purpose of the program.

18. Warranty, Return, Exchange, and Refund Restrictions

Warranty, return, exchange, and refund conditions are governed by the relevant policies published on the website vcl.com.vn and the specific agreement entered into at the time of the transaction.

VCL may refuse a warranty claim, return, exchange, or refund where:

• The product was not purchased from VCL;
• There is no information proving the transaction;
• The product was damaged due to use contrary to instructions;
• The product was exposed to water, chemicals, heat sources, sharp objects, or external force;
• The product has experienced natural wear and tear during use;
• The product was repaired, altered, or otherwise modified by a third party without authorization;
• A personalized product was made in accordance with the content confirmed by the customer;
• The customer changed their requirements after the product was delivered or produced; or
• Another exclusion applies under the relevant warranty, return, exchange, or refund policy.

19. Repair, Maintenance, and Restoration Service Restrictions

VCL may refuse to provide repair, maintenance, or restoration services where:

• The product is too severely damaged to be reasonably repaired;
• The repair may materially alter the product’s structure;
• Suitable materials or accessories are no longer available;
• The customer requests a solution that cannot ensure safety or quality;
• The product’s origin is unclear;
• The product shows signs of infringing intellectual property rights;
• The repair cost exceeds the product’s reasonable utility value and the customer does not approve the cost; or
• VCL does not have the necessary technical capability at the time the product is received.

Before beginning the work, VCL may inspect the condition of the product and provide a preliminary or official quotation, depending on the circumstances.

20. Intellectual Property Restrictions

All content on the website vcl.com.vn, including but not limited to images, videos, articles, layouts, designs, logos, trademarks, trade names, product descriptions, and instructional materials, is owned by or lawfully licensed to VCL or the relevant rights holder.

Customers may not copy, exploit, reuse, or distribute website content for commercial purposes without the prior written consent of VCL or the relevant rights holder.

The submission of a design or personalization content by a customer does not mean that VCL has verified or confirmed the lawfulness of that content.

21. Platform Usage Restrictions

Customers must not use the website vcl.com.vn to:

• Carry out unlawful activities;
• Submit false or fraudulent information;
• Access, interfere with, or damage the system;
• Distribute malware, spam, or harmful content;
• Collect data unlawfully;
• Use automated tools to create fake orders or extract data;
• Impersonate another organization or individual;
• Exploit system errors, pricing errors, or promotional programs; or
• Upload or submit insulting, threatening, pornographic, violent, discriminatory, or otherwise unlawful content.

VCL may block, restrict, or refuse service to any account, delivery address, telephone number, or user involved in prohibited conduct.

22. Circumstances in Which VCL May Refuse to Provide Goods or Services

VCL may refuse, suspend, or cancel the provision of goods or services where:

• The product is out of stock or the required materials are unavailable;
• The customer’s requirements cannot be manufactured;
• The customer fails to make the agreed payment or deposit;
• The customer provides inaccurate information;
• The customer cannot be contacted;
• The delivery address is invalid or cannot be served;
• The transaction shows signs of fraud;
• The customer violates VCL’s policies;
• The personalization content violates the law or a third party’s rights;
• The request exceeds VCL’s technical or operational capacity;
• There is an obvious error in the price, description, or product information;
• A competent state authority has issued a relevant request;
• Providing the goods or services may violate the law, social ethics, or the lawful rights and interests of a third party; or
• A force majeure event occurs.

Where VCL has received payment but cannot continue providing the goods or services due to a reason attributable to VCL, VCL will notify the customer and process a refund or propose an appropriate alternative.

23. Force Majeure Events

VCL is not responsible for delays, interruptions, or an inability to provide goods or services where caused by a force majeure event, including but not limited to:

• Natural disasters, storms, floods, fires, or earthquakes;
• Epidemics or states of emergency;
• War, civil unrest, strikes, or lockdowns;
• Changes in policy or requirements imposed by state authorities;
• Electricity, telecommunications, internet, or technical system failures;
• Transportation disruptions;
• Material shortages arising from circumstances beyond VCL’s reasonable control;
• Failures involving banks, payment gateways, or payment intermediaries; or
• Other objective events beyond VCL’s reasonable control.

Where a force majeure event occurs, VCL will make reasonable efforts to notify the customer and propose an appropriate resolution.

24. Customer Responsibilities

Customers are responsible for:

• Carefully reviewing product information, policies, and transaction conditions;
• Providing accurate information;
• Reviewing prices, costs, and the total payable amount before making payment;
• Carefully confirming designs, measurements, and personalization content before production begins;
• Making payment by the applicable deadline;
• Cooperating with delivery, inspecting products, and providing prompt feedback;
• Using and maintaining products in accordance with instructions;
• Not exploiting system errors, pricing errors, or promotional policies; and
• Not using the website for unlawful purposes.

Customers are responsible for costs, delays, or damage resulting from their own actions or omissions, including providing inaccurate information, responding late, making late payments, or changing requirements after VCL has begun performing the order.

25. VCL’s Responsibilities

VCL is responsible for:

• Publishing basic information about products, prices, and transaction conditions;
• Disclosing material restrictions before confirming an order, where applicable;
• Confirming orders, payments, and completion periods within its supply capacity;
• Ensuring that products conform to their descriptions, approved samples, or confirmed agreements;
• Receiving and resolving customer feedback, requests, and complaints;
• Protecting customer information in accordance with the Privacy Policy; and
• Issuing refunds or providing an appropriate resolution where VCL is unable to provide goods or services due to an error attributable to VCL.

26. Support Contact Information

For clarification of any condition or restriction relating to products, services, or orders, customers may contact:

• Telephone: 0329 336 332
• Zalo: 0329 336 332
• Email: vcl.store.official@gmail.com
• Website: vcl.com.vn

27. Amendments to This Policy

VCL may amend or supplement this Policy to reflect:

• Applicable legal requirements;
• Changes in business operations;
• Changes to products, services, or the platform;
• Changes to payment, delivery, or customer service methods; or
• Requirements to improve service quality.

The updated version will be published on the website vcl.com.vn and will clearly state the date of the update.

For orders confirmed by VCL before the new Policy takes effect, the conditions previously confirmed with the customer will continue to apply unless otherwise agreed by the parties or required by law.

28. Legal Entity Information

VIETNAM CUSTOM LEATHER JOINT STOCK COMPANY

• Enterprise registration number: 0109354751
• Registered office: No. 128, Alley 211 Khuong Trung, Phuong Liet Ward, Hanoi, Vietnam
• Website: vcl.com.vn
• Telephone: 0329 336 332
• Zalo: 0329 336 332
• Email: vcl.store.official@gmail.com