PAYMENT — DELIVERY — RETURNS — COMPLAINTS — WARRANTY POLICY
(Applicable to the website ELEGANT EDGESHOP.com — ELEGANT EDGE
TRADING AND SERVICE CO., LTD.)
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1. General Introduction
• The website ELEGANT EDGEltd.com is the official e-commerce channel
owned and operated by ELEGANT EDGE TRADING AND SERVICE CO., LTD.
• When customers access, register an account, or place an order on the
website, it means the customer has read, understood, and accepted all contents of
this policy.
• This policy is established to:
o Ensure transparency in online sales and transactions.
o Protect the legal rights and interests of ELEGANT EDGE
TRADING AND SERVICE CO., LTD.
o Minimize risks arising from transactions and shipping
processes.
• Customers are responsible for regularly monitoring updates, as
ELEGANT EDGE TRADING AND SERVICE CO., LTD. reserves the right to change the policy
content at any time without prior notice.
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2. Payment Methods
• Customers may choose one of the following payment methods:
o Direct payment at the store.
o Bank transfer.
o Payment via electronic payment gateway, credit/debit card (if
integrated).
• Orders are processed and shipped only after ELEGANT EDGE confirms
receipt of full payment from the customer.
• If a transaction is pending, declined, or encounters system errors
from the bank/payment gateway, the order will be automatically canceled and ELEGANT
EDGE will not bear any liability.
3. Payment Deadline
• All payments must be completed within 24 hours from the time the
order is placed.
• If the payment is not completed within this period, the order will
be canceled without prior notice.
4. Customer Responsibility to Provide Information
• Customers are responsible for providing full and accurate personal
information, including: full name, shipping address, phone number, and contact
email.
• If the customer enters incorrect or incomplete information leading
to failed delivery:
o ELEGANT EDGE TRADING AND SERVICE CO., LTD. will not refund in
any case.
o If the customer still wants to receive the goods → any
additional shipping costs will be borne by the customer.
• Customers are fully responsible for the accuracy and currency of the
information provided.
5. Delivery Policy
• Delivery times and costs will be clearly displayed at the time of
ordering.
• ELEGANT EDGE TRADING AND SERVICE CO., LTD. reserves the right to
split an order into multiple shipments if products come from different warehouses.
• Any additional shipping costs arising from order splitting or
multiple deliveries (if any) will be notified and payable by the customer.
• ELEGANT EDGE TRADING AND SERVICE CO., LTD. is not responsible for
delivery delays caused by force majeure events such as natural disasters, epidemics,
fires, war, technical failures beyond control, or changes in shipping policies from
logistics partners.
• Customers must inspect the goods immediately upon receipt to ensure
accuracy and completeness.
6. Order Cancellation Rules
• Before the order is handed over to the carrier, customers may
request cancellation. However, if payment has been made, the amount will not be
refunded.
• Once the order is in transit, customers do not have the right to
cancel or request a refund. If the customer refuses to accept delivery, the order
will be considered an invalid cancellation, and the full paid amount will not be
refunded.
7. Complaints & Order Completion Confirmation
• Immediately upon receiving goods, customers must inspect the
products.
• If issues are found such as incorrect item, wrong size, missing
items, or damage during transit, customers must notify ELEGANT EDGE TRADING AND
SERVICE CO., LTD. within 24 hours from the time of receipt.
• After 24 hours from receipt, if there is no response, the order will
be considered successfully completed. The customer forfeits all rights to complain
about the product's delivered condition and will not be entitled to a refund or
exchange.
• When filing a complaint, customers must provide valid evidence
(photos, unboxing video) to support their claim.
8. Return & Exchange Policy
• The return/exchange policy applies only to products with
manufacturing defects or production faults.
• Return/exchange period: 07 days from the date of receipt.
• Conditions: product must keep original tags, labels, be unused,
unwashed, and accompanied by full invoices/documents.
• Not applicable for returns/exchanges:
o Products under promotional or special discount programs.
o Products damaged due to customer misuse or external impact.
• All shipping costs arising from returns/exchanges are paid by the
customer.
9. Refund Policy
• General principle: ELEGANT EDGE TRADING AND SERVICE CO., LTD. does
not provide refunds to customers.
• Exception: refunds are issued only in cases where ELEGANT EDGE
cannot deliver due to out-of-stock or discontinuation of business.
• Refund method and processing time:
o Refunds will be made via the original payment method.
o Processing time is within 07 – 10 working days.
o ELEGANT EDGE TRADING AND SERVICE CO., LTD. is not responsible
for delays caused by banks or payment gateways.
10. Warranty Policy
• ELEGANT EDGE products are warranted for 07 days for manufacturing
defects such as stitching, zippers, and broken accessories.
• Warranty does not cover: natural wear and tear, improper washing,
impacts, external damage, or customer-made repairs/modifications.
11. International Payment & Foreign Currency Policy
• If customers pay in foreign currency, the issuing bank or payment
gateway will automatically convert to VND according to the rate at the time of the
transaction.
• Currency conversion fees, international transaction fees, and bank
fees are borne by the customer.
12. Payment Security & Protection Policy
• The website ELEGANT EDGESHOP.com is secured with SSL encryption
technology and international security measures.
• For international credit/debit card payments, all transactions must
be authenticated via 3D Secure (3DS).
• Once a transaction is successfully authenticated via 3DS, the
cardholder bears full responsibility for the transaction's validity. ELEGANT EDGE
TRADING AND SERVICE CO., LTD. is not responsible if the cardholder discloses
information, shares OTP, or the transaction is not made by the cardholder.
• Customers are responsible for safeguarding their card details, OTP,
3DS codes, and personal devices.
13. Anti-Fraud & Anti-Money Laundering Policy
• ELEGANT EDGE TRADING AND SERVICE CO., LTD. reserves the right to
hold or cancel orders if any suspicious signs are detected such as unauthorized use
of credit cards, money laundering, abuse of promotions, or other fraudulent
behavior.
• Any suspicious cases will be reported to the issuing bank and
relevant authorities for handling according to regulations.
14. Data Retention Policy
• Order and transaction information will be stored by ELEGANT EDGE
TRADING AND SERVICE CO., LTD. for at least 01 year or as required by Vietnamese law.
• Upon lawful request from competent authorities, ELEGANT EDGE TRADING
AND SERVICE CO., LTD. will provide data legally.
15. Policy Applicable to International Customers
• All purchases on ELEGANT EDGEltd.com are governed by Vietnamese law,
regardless of the customer's nationality or residence.
• Any disputes will be resolved in competent courts in Vietnam.
• The official language for terms is Vietnamese. Translations into
other languages (if any) are for reference only.
16. Refusal of Delivery Policy
• If the customer refuses to accept delivery without a valid reason,
the order will be considered an invalid cancellation.
• The customer will forfeit the entire amount paid.
• If the customer later still wants the goods, they must pay all
additional shipping costs incurred.
17. Notices & Contact Policy
• All official notices, confirmations, or contacts from ELEGANT EDGE
TRADING AND SERVICE CO., LTD. will be sent via:
o The customer's registered email.
o SMS or phone call to the customer's provided phone number.
• Customers must monitor and respond promptly. If the customer does
not respond, it is deemed as agreement to the notice.
18. Taxes & Fees Policy
• Prices displayed on the website are final and include:
o Taxes as required by law.
o Card fees and transaction fees.
o Shipping fees (if any).
• Customers do not have to pay any additional fees beyond the price
published at the time of ordering.
19. Ownership Transfer Policy
• Ownership of goods is officially transferred to the customer only
after ELEGANT EDGE TRADING AND SERVICE CO., LTD. has received full payment.
• Once ownership is transferred, the goods belong to the customer and
the order will not be refunded.
20. Purchase Limits & Transaction Refusal Policy
• ELEGANT EDGE TRADING AND SERVICE CO., LTD. reserves the right to
refuse or limit the quantity of products in an order if:
o Resale or speculative buying behavior is detected.
o The customer has a history of order cancellations, dishonest
disputes, or fraud.
• Decisions by ELEGANT EDGE TRADING AND SERVICE CO., LTD. in such
cases are final and effective immediately.
21. Force Majeure Policy
• ELEGANT EDGE TRADING AND SERVICE CO., LTD. is not liable for any
loss or delay in performance caused by force majeure events such as: natural
disasters, epidemics, fires, war, strikes, telecom infrastructure failures,
third-party system errors, etc.
• In such cases, ELEGANT EDGE TRADING AND SERVICE CO., LTD. may
postpone, suspend, or cancel orders without compensation to customers.
22. Limitation & Exclusion of Liability
• The maximum liability of ELEGANT EDGE TRADING AND SERVICE CO., LTD.
in all cases shall not exceed the value of the order paid by the customer.
• ELEGANT EDGE TRADING AND SERVICE CO., LTD. is not responsible for:
o Errors from banks/payment gateways.
o Shipping incidents beyond control.
o Indirect losses or lost profits.
o Mistakes due to customer-provided information.
23. Effectiveness & Policy Changes
• This policy is effective from the date of publication on the
website.
• ELEGANT EDGE TRADING AND SERVICE CO., LTD. reserves the right to
change or adjust the policy at any time without prior notice.
• If there is any conflict between this policy and other website
policies, this policy will take precedence.
• If any provision is invalid under law, the remaining provisions
remain in effect.
24. Company Information & Contact
• Legal name: ELEGANT EDGE TRADING AND SERVICE CO., LTD.
• Business registration number: 0319154004
• Head office address: 9-11E Tran Phu, Cho Quan Ward, Ho Chi Minh
City, Vietnam
• Official contact email: elegantedgecompany@gmail.com
• Support phone number: 0966066603
25. Authentication & Anti-Fraud Policy
• All transactions on elegantedgeshop.com may require authentication
via 3-D Secure or OTP for security. The company reserves the right to hold or cancel
suspicious transactions for further verification. If fraud is detected (e.g., stolen
card usage, fake chargebacks), ELEGANT EDGE may refuse processing or refunds and
report to authorities.
26. Refund & Return Requests
• ELEGANT EDGE only supports refunds in cases of manufacturer defects,
wrong items delivered, or system processing errors. All refund requests must be sent
via email to elegantedgecompany@gmail.com within 3 working days from the date of
receipt. Orders correctly delivered, discounted items, or promotional items are not
eligible for refunds. Once approved, refunds will be completed within 7-15 working
days.
27. Transaction Cancellation Policy
• Customers may request order cancellation within 30 minutes from the
time of ordering if the order has not been processed or handed over to the carrier.
Once the order is in 'Shipping' status, cancellation requests will not be accepted.
28. International Payment & Currency
• Product prices are displayed in Vietnamese Dong (VND). For
international transactions, the customer's issuing bank may charge additional
currency conversion or international transaction fees. ELEGANT EDGE is not
responsible for these fees. All payments will be recorded at the exchange rate at
the time of the transaction.
29. Card Data Security & PCI DSS Standard
• ELEGANT EDGE commits not to store customers' card information. All
payment data is securely processed through PCI DSS-certified partners and using
encryption/tokenization to ensure absolute security for customers.
30. International Shipping & Delivery
• International customers are responsible for additional costs such as
transfer fees, intermediary bank fees, or import taxes according to their country's
regulations. ELEGANT EDGE is not responsible for customs fees or import taxes in the
customer's country.
31. Responsibility When Providing Shipping Information
• Customers must provide full and accurate shipping information
including full name, phone number, address, and necessary notes when ordering at
elegantedgeshop.com.
• ELEGANT EDGE is not responsible for failed deliveries or
wrong-address deliveries caused by incorrect, incomplete, or unclear information
provided by the customer.
• If goods are returned due to inability to contact or incorrect
address, the customer will bear the resulting shipping costs (including re-delivery
fees if any).
• For prepaid orders, if delivery fails due to customer-provided
information, ELEGANT EDGE will hold the order for 07 days from the failed delivery
date. After this period, the order will be canceled without refund.
32. Complaint Resolution & Contact
• All payment-related complaints or inquiries should be sent to email
elegantedgecompany@gmail.com or contacted via phone number 0966066603. ELEGANT EDGE
will respond within 3 working days from receipt of the complaint. Any disputes will
be resolved in accordance with Vietnamese law.
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