Terms of service

TERMS OF SERVICE

[Last updated: 10/05/2025]

Welcome to [Shinnara.vn] – an e-commerce platform specializing in imported consumer products. By accessing and using this website, you acknowledge that you have read, understood, and agree to be bound by the Terms of Service below.

1. Explanation of terms

Website : This refers to the Shinnara.vn e-commerce website and its accompanying platforms (app, mobile version).

User : Any individual or organization that accesses or uses the services on the website.

We/Shinnara : Are the owner and operator of the e-commerce website Shinnara.vn.

Products : These are goods directly distributed by Shinnara or listed by its business partners.

2. Scope of application

These Terms of Service apply to all users accessing and using the website, regardless of whether they have created an account or not. Continued use of the website is considered acceptance and compliance with all terms and conditions set forth herein.

3. User Account Regulations

3.1 Account Registration

Users can create an account to access all features. When registering, users need to provide complete and accurate information according to the form.

3.2 Account Security and Usage

Users are solely responsible for the security of their account information and passwords.

Any activity occurring through the account will be considered to have been performed by the user, unless unauthorized access is proven.

3.3 Suspend or lock the account

Shinnara reserves the right to temporarily suspend or permanently block accounts if it detects violations of the law, fraud, disruption, or breaches of the terms of use.

4. Goods trading transactions

4.1 Transaction Process

● Users can order products following the process displayed on the website. A transaction is only considered valid when:

● The order has been confirmed by the system;

● Users provide complete delivery information;

● Complete payment (if applicable).

4.2 Order Cancellation

● Users can cancel their order before it is marked as "in transit".

● Shinnara reserves the right to refuse/cancel orders in cases of force majeure, incorrect displayed prices, system errors, or suspected fraud.

5. Pricing and Payment

5.1 Displaying prices

All prices on the website are listed in VND, including VAT (if applicable). Prices may change at any time without prior notice.

5.2 Payment Methods

We accept the following forms:

● Cash on delivery (COD)

● Bank transfer

● Online payment gateway

All transactions are secured through licensed payment intermediaries in Vietnam.

6. Delivery and shipping

6.1 Delivery Scope

We deliver nationwide, depending on geographical location, type of goods, and shipping carrier.

6.2 Delivery Time

Delivery time is 1–7 business days from order confirmation. This may be extended in special circumstances (holidays, natural disasters, epidemics, etc.).

6.3 Transportation Responsibilities

Shinnara is responsible for the goods throughout the shipping process until they reach the customer. Customers can inspect the goods before payment (if requested).

7. Return and Refund Policy See details

7.1 Return and exchange conditions

● Products with technical defects or damaged during shipping.

● Incorrect product delivered, product does not match description.

● Still sealed, with original labels and packaging, and unused.

7.2 Timeframe for requesting exchanges/returns

Users must submit exchange/return requests within 7 days of receiving the goods , with photographic evidence included.

7.3 Cases where returns/exchanges are not permitted

● Products that have been used or damaged by the user.

● Products in this category are not eligible for exchange or return (deeply discounted items, cleaning supplies, items with a short shelf life, etc.)

7.4 Refunds

Refunds (if any) will be processed via the original payment method within 5–10 business days.

8. Rights and obligations of users

8.1 User Rights

● Clear product information is provided.

● Exchange/return is allowed within the specified time frame.

● Legitimate complaints and requests for assistance are permitted.

8.2 User Responsibilities

● Do not use the website for fraudulent purposes or to infringe on the rights of others.

● Provide accurate information when placing your order.

● Full and timely payment

9. Rights and obligations of Shinnara

9.1 Shinnara's Rights

● Refuse service or lock accounts that violate the rules.

● Modify and update website content at any time.

● Cancel the order if any discrepancies are found.

9.2 Shinnara's Obligations

● Provide products with accurate information.

● Protect user data in accordance with regulations.

● Support in handling complaints and warranty claims in accordance with legal regulations.

10. User information security . See details.

Shinnara is committed to fully complying with the provisions of the 2018 Cybersecurity Law and Decree 13/2023/ND-CP on the protection of personal data:

● Only collect information necessary for transaction purposes.

● Do not share information with third parties without their consent.

● Use technical measures to protect personal data

11. Intellectual Property Rights

All content is the property or legally owned and used by Shinnara, including but not limited to: logo, interface, content, images, and source code. Copying or reusing for commercial purposes without written consent is strictly prohibited.

12. Limitation of Liability

Shinnara is not responsible for:

● Indirect or consequential losses resulting from users misunderstanding product information.

● Force majeure events: natural disasters, epidemics, system failures, changes in policies and laws.

● Content provided by a third party (sales partner) may be inaccurate if it is beyond our control.

13. Changes to the terms of service

Shinnara reserves the right to update these terms without prior notice. Changes will be publicly posted on the website and will take effect immediately upon publication. Users are responsible for updating to and complying with the latest version.

14. Dispute Resolution

Any disputes arising will be resolved primarily through negotiation and mediation. If mediation fails, the dispute will be settled in the competent People's Courts of Vietnam in accordance with the law.

15. Contact Information

Website management company name : SHINNARA CO., LTD.

Business registration certificate : No. 0110616440 issued on January 29, 2024 by the Department of Planning and Investment of Hanoi City.

Support email : info@shinnara.vn

Hotline : (+84) 939 200 993

Address : MD Complex Building | 68 Nguyen Co Thach Street, My Dinh Ward, Hanoi, Vietnam.

By continuing to use services at Shinnara.vn, you confirm that you have read, understood, and agree to the above terms. We value your trust and are committed to providing a safe, transparent, and professional shopping experience.