PAYMENT POLICY

Last updated: July 31, 2026

This Payment Policy sets out the payment methods, conditions, and procedures applicable to products, goods, and services provided 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 clearly and transparently disclosing all amounts payable by customers before a transaction is confirmed.

1. Scope of Application

This Policy applies to:

Orders placed through the website vcl.com.vn;
Orders placed by telephone, Zalo, email, or other official VCL channels;
Orders purchased directly at VCL stores or transaction locations;
In-stock products;
Pre-order products;
Made-to-measure, custom-crafted, or personalized products;
Corporate or bulk orders;
Product repair, maintenance, alteration, or restoration services; and
Other lawful transactions confirmed by VCL and the customer.

2. Payment Currency

The currency used for transactions is Vietnamese Dong, indicated as VND or dong, unless VCL and the customer have entered into another lawful written agreement.

Customers are responsible for paying the full amount stated in:

The order confirmation page;
A quotation;
An order form;
An invoice;
A contract; or
VCL’s official confirmation.

3. Payment Principles

Payments are made in accordance with the following principles:

Customers must carefully review the product information and total order value before making payment;
VCL will clearly disclose the product price, deposit, shipping fee, personalization fee, taxes, and any other additional charges, where applicable;
Customers must only make payments to an account, payment code, or payment recipient confirmed by VCL through an official channel;
An order will only be processed after VCL has verified the order information and applicable payment conditions;
For orders requiring advance payment or a deposit, the production or preparation period will begin when VCL confirms receipt of a valid payment; and
VCL does not request customers to provide bank passwords, personal identification numbers (PINs), one-time passwords (OTPs), or transaction verification codes.

4. Payment Methods

Depending on the order, delivery area, and nature of the product, customers may choose one of the following payment methods.

4.1. Cash on Delivery

Customers may pay the delivery personnel or shipping service provider upon receipt of the goods. This method is commonly referred to as cash on delivery or COD.

This method may apply to:

In-stock products;
Orders of an appropriate value;
Areas supported by the delivery service provider;
Products that are not custom-crafted or personalized; and
Orders approved by VCL for payment upon delivery.

Customers should prepare the exact amount payable. Where payment is made in cash, the ability to provide change will depend on the actual circumstances of the delivery personnel.

Any collection-on-delivery fee will be disclosed before the customer confirms the order.

VCL may not offer cash on delivery for:

Made-to-measure products;
Engraved, printed, or personalized products;
Products manufactured according to a custom design;
Pre-order products;
Bulk orders;
High-value orders;
Areas where collection-on-delivery services are unavailable;
Customers who have repeatedly refused delivery without reasonable grounds; or
Orders showing signs of invalidity or fraud.

4.2. Bank Transfer

Customers may make payment by transferring funds to the bank account provided by VCL during the order confirmation process.

The transfer description should include:

Order number;
Telephone number used to place the order; and
Customer’s full name.

Example:

VCL – Order Number – Telephone Number

Before making a transfer, customers must carefully verify:

Account holder’s name;
Account number;
Bank name;
Payment amount; and
Transfer description.

Valid payment account information will be provided by VCL at checkout, in a quotation or contract, or through an official contact channel.

Customers should not transfer funds to an account provided through an unidentified source or a source that is not one of VCL’s official channels.

4.3. Direct Payment

Customers may make payment directly at a VCL store, office, or announced transaction location.

Direct payment methods may include:

Cash;
Bank transfer;
Payment code scanning; or
Other methods supported at the time of the transaction.

Customers should request a payment receipt, invoice, or other document confirming the amount paid.

4.4. Payment Through a Gateway or Intermediary

Where the website integrates a payment gateway or payment intermediary, customers may pay using:

A domestic bank card;
An international payment card;
An electronic wallet;
A QR code; or
Another displayed electronic payment method.

Customers are responsible for complying with the terms of use, payment limits, fees, and verification procedures of the relevant bank or payment intermediary.

VCL does not directly retain customers’ PINs, OTPs, or complete card authentication details where the transaction is processed through an independent payment service provider’s system.

5. Full Payment of an Order

VCL may require customers to pay the full order value before:

Shipping the product;
Placing an order with a supplier;
Preparing materials;
Confirming a pre-order;
Processing a high-value order;
Processing an order for delivery to an area where COD is unavailable; or
Providing a product or service under a separate agreement.

Any full-payment requirement will be disclosed before the customer confirms the transaction.

6. Deposits

VCL may require a deposit for:

Made-to-measure products;
Custom-crafted products;
Personalized products;
Products featuring custom engraving, printing, embossing, or embroidery;
Pre-order products;
Corporate orders;
Bulk orders;
Orders requiring the purchase of special materials;
Orders with an extended production period; or
Repair or restoration services requiring special materials.

The deposit amount will be determined based on:

Order value;
Material costs;
Degree of personalization;
Scope of work;
Required completion time; and
The possibility of reusing or reselling the product if the customer cancels the order.

The specific deposit amount will be stated in the quotation, order confirmation, or contract.

The deposit will be credited toward the total order value.

The remaining balance will be paid at the time agreed upon by the parties, which may be:

Before delivery;
When the product is completed;
Upon receipt of the product; or
According to a payment schedule stated in the contract.

7. Progress Payments

For corporate, bulk, or custom-production orders, the parties may agree to make payments according to a specified schedule.

The payment schedule may include:

A deposit to confirm the order;
A partial payment upon approval of a sample or commencement of production;
Payment of the remaining balance before delivery or after acceptance; or
Payments at other milestones stated in the contract.

The percentages, deadlines, and conditions for progress payments will be determined in the quotation, purchase order, or contract confirmed by the parties.

8. Time at Which Payment Is Recognized

A payment is considered completed when:

VCL has received the full cash payment;
The funds have been credited to VCL’s bank account;
The payment gateway confirms a successful transaction;
The collection-on-delivery service provider confirms that the customer has paid; or
The parties have another valid form of confirmation.

A screenshot of a receipt, payment order, or pending transaction notification is for reference only. VCL may wait until the funds have actually been credited before confirming payment.

9. Payment Confirmation

After receiving payment, VCL may send confirmation to the customer through:

The website;
Email;
Zalo;
Text message;
Telephone;
A payment receipt;
An invoice; or
A contract or reconciliation record.

Where the customer has not received confirmation within the normal processing period, the customer should contact VCL and provide:

Order number;
Full name of the person making the transfer;
Telephone number;
Payment amount;
Transfer time;
Sending bank and receiving bank; and
Transaction number or proof of payment.

10. Payment Deadline

Customers must make payment within the period stated on or in:

The checkout page;
The quotation;
The order confirmation;
The contract; or
VCL’s notification.

Where no specific deadline is stated, customers should make payment within 24 hours after receiving the payment confirmation for an in-stock product.

For quotations relating to made-to-measure or personalized products, the payment or deposit must be made while the quotation remains valid.

After the payment deadline, VCL may:

Contact the customer again;
Suspend order processing;
Release a reserved product;
Adjust the delivery schedule;
Issue a revised quotation; or
Cancel an unpaid order.

11. Orders Received but Not Yet Confirmed

An automated website notification confirming receipt of an order does not mean that:

VCL has confirmed product availability;
VCL has accepted the final price;
VCL has received payment;
A sales contract has been established; or
VCL has begun production.

VCL will review:

Customer information;
Product availability;
Production feasibility;
Prices and fees;
Payment method;
Delivery address; and
Any unusual signs associated with the transaction.

An order is officially confirmed when VCL notifies the customer that the order has been accepted or begins carrying out the transaction as agreed.

12. Payment for Personalized Products

For personalized products, customers must fully confirm:

The design;
Engraving, printing, embossing, or embroidery content;
Font;
Placement;
Dimensions;
Color;
Material;
Quantity;
Price; and
Completion time.

VCL may only begin production after:

The customer approves the content;
The customer confirms the quotation; and
VCL receives the required deposit or payment.

After production has begun, the deposit or payment may be applied toward material, design, labor, and other actual costs incurred if the customer cancels or changes the order.

13. Payment for Made-to-Measure Orders

For made-to-measure products, the payable amount may include:

Base product price;
Made-to-measure fee;
Design alteration fee;
Material selection fee;
Accessory fee;
Modification fees outside the original scope;
Shipping fee; and
Other agreed charges.

Customers must provide accurate measurements or cooperate with VCL during the measurement process.

Alteration costs resulting from changes in the customer’s measurements or requirements, or from inaccurate measurements provided by the customer, may be charged separately.

14. Payment for Repair and Maintenance Services

For product repair, maintenance, cleaning, or restoration services, VCL may:

Provide a preliminary quotation based on photographs;
Physically inspect the product;
Issue an official quotation after assessing its condition;
Require a deposit before beginning the work; and
Collect the remaining balance upon completion.

Where additional work is identified during the service, VCL will disclose the additional cost and will only proceed after receiving the customer’s consent.

15. Transaction Fees

Customers may be required to pay certain fees imposed by a bank or payment intermediary, including:

Bank transfer fees;
Card payment fees;
Foreign currency conversion fees;
Electronic wallet fees;
Transaction processing fees;
Collection-on-delivery fees; and
Other lawful fees.

VCL will not charge an additional payment fee without prior notice.

Where a bank or payment intermediary directly collects a fee, the customer will be responsible for that fee in accordance with the service provider’s terms of use.

16. Underpayments

Where a customer pays less than the required amount, VCL will notify the customer of the outstanding balance.

The order may be suspended until the customer pays the full amount, unless otherwise agreed by the parties.

An underpayment may result from:

Transferring an insufficient amount;
Excluding the shipping fee;
Excluding a personalization fee;
Excluding tax;
A fee deducted by the bank; or
A change made by the customer to the order.

17. Overpayments

Where a customer overpays, VCL will:

Reconcile the transaction;
Notify the customer;
Refund the excess amount; or
Apply the excess amount to a subsequent payment with the customer’s consent.

The customer must provide accurate account information to receive the refund.

VCL does not require customers to make an additional payment in order to receive a refund of an overpayment, except for a lawful fee that has been clearly disclosed.

18. Duplicate Payments

Where a customer makes multiple payments for the same order, the customer must provide:

Order number;
Proof of each transaction;
Payment amounts;
Payment times; and
Account information for receiving the refund.

After verification, VCL will refund the duplicate payment through an appropriate method.

The refund processing period depends on the relevant bank or payment intermediary.

19. Unsuccessful Transactions

A transaction may be unsuccessful due to:

Insufficient funds;
Restrictions on the card or account;
Incorrect information;
An expired OTP;
A disruption to the banking system;
A payment gateway failure;
Rejection by the bank;
The payment limit being exceeded;
An unstable network connection; or
Indications that the transaction presents a risk.

Where a transaction is unsuccessful, customers should:

Check the status of their account;
Avoid repeatedly attempting the same transaction;
Contact the bank or payment service provider;
Contact VCL to check the order status; and
Select another payment method where necessary.

20. Pending Transactions or Accounts Debited Without Confirmation

Where a customer’s account has been debited but VCL has not recorded the payment, the customer must provide:

Order number;
Transaction number;
Transaction time;
Payment amount;
Bank or electronic wallet; and
Proof of payment.

VCL will coordinate reconciliation with the relevant bank or payment intermediary.

The processing period depends on the reconciliation procedures of the payment service provider.

VCL can only confirm payment or issue a refund after receiving a valid reconciliation result.

21. Incorrect Bank Transfer Description

Where a customer transfers the correct amount but enters an incorrect or incomplete transfer description, the customer must contact VCL and provide proof of payment.

VCL will verify the transaction based on:

Payment amount;
Payment time;
Sender’s name;
Sending account number;
Transaction number; and
Order information.

Order processing may be delayed if the transaction cannot be identified.

22. Transfer to an Incorrect Account

Customers are responsible for verifying payment information before transferring funds.

Where funds are transferred to an account that was not provided or confirmed by VCL, the customer should immediately contact their bank for assistance.

VCL is not responsible for funds transferred to:

A fraudulent account;
A personal account not confirmed by VCL;
An incorrectly entered account number;
A recipient that is not affiliated with VCL; or
A fraudulent payment link.

At the customer’s request, VCL will provide reasonable supporting confirmation within its capabilities.

23. Prevention of Impersonation and Payment Fraud

Customers should note that:

VCL does not request bank passwords;
VCL does not request PINs;
VCL does not ask customers to read OTPs over the telephone or through Zalo;
VCL does not send unidentified links requesting customers to log in to their bank accounts;
VCL does not request customers to install remote-access applications to make a payment; and
VCL does not request customers to transfer money in order to receive a reward or unlock a refund.

Upon receiving a suspicious request, customers should stop the transaction and contact:

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

24. Review of Transactions Showing Unusual Signs

To protect customers and reduce fraud, VCL may verify a transaction where:

The order value is high;
There are multiple consecutive transactions;
The payment information does not correspond with the order information;
The delivery address appears unusual;
The bank has issued a transaction warning;
There are indications that an account or payment method is being used unlawfully;
There is an unusual urgent-delivery request; or
There are indications of fraud, misappropriation, or money laundering.

VCL may request the customer to confirm information or provide reasonable proof of the transaction.

VCL does not request confidential information such as passwords, PINs, or OTPs.

25. Suspension or Rejection of a Transaction

VCL may suspend or refuse to process a payment or order where:

The customer cannot be verified;
The payment cannot be verified;
The order information is inaccurate;
There are indications of fraud;
An unlawful payment method is used;
The product is out of stock;
The production requirements cannot be fulfilled;
The price or transaction information contains an error;
The transaction violates the law;
The customer has not fulfilled the payment obligations; or
A request has been received from a bank, payment service provider, or competent authority.

Where VCL has received payment but cannot proceed with the transaction, VCL will notify the customer and process a refund in accordance with the applicable policy.

26. Order Cancellation and Treatment of Payments

The treatment of payments following an order cancellation depends on:

The time of cancellation;
Product type;
Order processing status;
Costs already incurred;
Degree of personalization;
The agreement between VCL and the customer; and
The reason for cancellation.

26.1. Cancellation by VCL

Where VCL is unable to provide the product because it is out of stock, due to a system error, insufficient materials, or another reason attributable to VCL, the customer may choose to:

Exchange the order for another product;
Wait until the product becomes available; or
Receive a refund of the amount paid.

26.2. Customer Cancellation of an In-Stock Product

Where the product has not yet been handed over to the delivery service provider, VCL will consider canceling the order and refunding the payment after deducting any actual costs incurred, where applicable.

Where the product has already been shipped, the matter will be handled in accordance with the applicable delivery, return, exchange, and refund policies.

26.3. Customer Cancellation of a Personalized Product

For a product for which design, material purchasing, cutting, sewing, engraving, printing, or production has already begun, the deposit or payment may not be fully refundable.

VCL will reconcile the actual costs incurred and notify the customer.

Where the actual costs are lower than the amount paid by the customer, the remaining balance will be refunded.

27. Refunds

A refund may be issued where:

An order is validly canceled;
VCL is unable to provide the product;
The customer has overpaid;
The customer has made a duplicate payment;
The product qualifies for a refund;
A complaint resolution requires a refund; or
The parties agree otherwise.

Refund methods may include:

Bank transfer;
Refund to the original payment method;
Refund through an electronic wallet; or
Another method agreed upon by the parties.

28. Refund Processing Period

After a refund request has been approved and VCL has received all necessary information, VCL will normally issue the refund instruction within three to seven working days.

The time required for the funds to be credited may be longer due to:

Bank procedures;
Card issuer procedures;
Electronic wallet procedures;
Payment intermediary procedures;
Weekends or public holidays;
Additional verification requirements; or
Incorrect account information.

For card or payment gateway transactions, the total processing period may be seven to fourteen working days, or another period determined by the payment service provider.

29. Refund Account Information

Customers must provide:

Account holder’s full name;
Account number;
Bank name;
Branch, where required;
Order number;
Refund amount;
Reason for the refund; and
Proof of payment.

The account holder receiving the refund should be the person who made the payment or placed the order.

Where a customer requests a refund to another person’s account, VCL may require additional confirmation for security purposes.

30. Refund Costs

Where a refund arises from an error attributable to VCL, VCL will bear the reasonable costs associated with the refund.

Where a refund arises because the customer changes their requirements, provides inaccurate information, or makes a request outside VCL’s responsibility, bank fees or actual costs may be deducted where permitted by law and properly disclosed.

VCL does not charge unreasonable or undisclosed refund fees.

31. Invoices and Supporting Documents

Customers requesting an invoice must provide accurate information, including:

Name of the organization or individual;
Tax identification number;
Address;
Email address for receiving the invoice; and
Other information required by law.

Customers should provide invoicing information when confirming the order.

Invoices will be issued based on the actual transaction value and in accordance with applicable law.

VCL is not responsible for errors resulting from inaccurate invoicing information provided by the customer.

32. Account Reconciliation

For corporate customers or orders subject to progress payments, VCL and the customer may reconcile accounts based on:

The contract;
Quotation;
Purchase order;
Delivery record;
Acceptance record;
Invoice;
Proof of payment; and
Account reconciliation record.

The reconciliation deadlines and procedures will be implemented in accordance with the agreement between the parties.

33. Payment Information Security

VCL applies reasonable measures to protect transaction-related information.

Payment information is used to:

Confirm transactions;
Reconcile payments;
Issue invoices;
Deliver products;
Process refunds;
Resolve complaints;
Prevent fraud; and
Fulfill legal obligations.

VCL does not buy or sell customers’ payment information.

Personal data is processed in accordance with the Information Privacy and Personal Data Protection Policy published on the website vcl.com.vn.

34. Customer Responsibilities

Customers are responsible for:

Providing accurate information;
Reviewing the total payable amount before making payment;
Verifying the recipient account information;
Protecting banking information;
Not disclosing OTPs, passwords, or PINs;
Retaining transaction documents;
Promptly reporting unusual transactions;
Making payment by the applicable deadline; and
Cooperating with reconciliation procedures where necessary.

35. VCL’s Responsibilities

VCL is responsible for:

Publicly disclosing available payment methods;
Disclosing the total payable amount;
Confirming transactions;
Providing appropriate supporting documents;
Protecting customer information;
Correcting payment errors;
Issuing refunds where valid grounds exist;
Receiving and resolving complaints; and
Coordinating with banks and payment service providers where necessary.

36. Payment-Related Complaints

Customers may submit feedback or complaints through:

Telephone: 0329 336 332
Zalo: 0329 336 332
Email: vcl.store.official@gmail.com
Website: vcl.com.vn
Address: No. 128, Alley 211 Khuong Trung, Phuong Liet Ward, Hanoi, Vietnam.

Customers should provide:

Full name;
Order number;
Telephone number;
Payment amount;
Transaction time;
Payment method;
Transaction number;
Supporting documents; and
A description of the matter requiring resolution.

VCL will process the matter in accordance with the Procedures for Receiving and Resolving Feedback, Requests, and Complaints published on the website.

37. Dispute Resolution

All payment-related disputes will first be addressed through negotiation and mediation.

Where the parties are unable to reach an agreement, either party may request a competent authority, organization, or court to resolve the dispute in accordance with Vietnamese law.

38. Amendments to the Payment Policy

VCL may amend or supplement this Policy to reflect:

Applicable legal requirements;
New payment methods;
Changes to the sales system;
Changes made by banks or payment partners; or
Actual operational requirements.

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

Orders confirmed before the effective date of a new policy will remain subject to the payment conditions agreed by the parties, unless otherwise agreed or required by law.

39. Contact Information

For any questions relating to payments, please contact:

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