Official Brand Policies & Legal Terms

To deliver an uncompromisingly serene shopping experience and safeguard consumer rights in accordance with the Law on Protection of Consumer Rights of Vietnam and applicable e-commerce laws, NHÀ HẠT ÉTOFFE BUSINESS HOUSEHOLD implements this comprehensive Return & Refund Policy for all online orders and bespoke tailoring commissions.

1. Scope of Application

This policy applies to all bed linen sets, fitted sheets, pillowcases, bolster cases, silk quilts, duvet covers, and bespoke bedding accessories purchased directly through the official website nhahatetoffe.vn, official social messaging concierge (Fanpage, Zalo OA, Instagram), or bespoke studio appointments.

2. General Eligibility Conditions for Returns & Exchanges

Products are eligible for return or exchange only when fulfilling all of the following requirements:

• The product remains in its pristine original packaging, complete with intact brand tags, security seals, care cards, and accessories (if any).
• The product is completely brand new, unwashed, unused, free from foreign odors, perfume, or cosmetic marks, and free from any post-delivery damage.
• The customer must provide the original purchase invoice, packing slip, or verified order code/phone number registered in our system.
• The product does not fall under non-returnable categories previously disclosed prior to purchase.

3. Non-Returnable Cases

• Items that have been laundered, ironed, slept on, soaked, or damaged due to improper care or pet claw friction.
• Items purchased under final clearance, warehouse outlet, or heavy discount promotions marked "Non-Returnable" (unless suffering from severe manufacturing flaws).
• Requests initiated beyond the statutory 07-day post-delivery window.
• Products with missing/severed labels, discarded packaging, or lack of proof of purchase from Nhà Hạt Étoffe.

4. Classification of Returns & Logistics Cost Allocation

4.1. Free 100% Exchange & Return (Nhà Hạt Étoffe covers all two-way shipping costs)

Applicable to errors originating from production or transit:

• Manufacturing Defects: Defective stitching, open seams, broken zippers, or fabric weave flaws discovered prior to usage.
• Discrepancy with Description: Incorrect fabric delivered (e.g., ordered Tencel 60s but received Modal/Cotton), or incorrect color tone diverging from approved swatches.
• Incorrect Order Execution: Missing pieces, incorrect bundle items, or mattress dimensions tailored inaccurately compared to confirmed measurements.
• In-Transit Damage: Parcel delivered torn, soaked, or crushed by shipping couriers as documented in the delivery co-inspection report.

4.2. Return with Fees (Customer covers associated logistics costs)

Applicable to changes initiated due to personal preferences:

• Customer requests a size adjustment (e.g., measuring mattress depth incorrectly) or wishes to switch color palette to suit new interior decor: Nhà Hạt gladly supports re-tailoring; the customer covers standard round-trip courier shipping.
• Customer wishes to upgrade to a higher-tier fabric line: Customer pays the item price difference and return freight fees.

5. Standard 4-Step Return Workflow

6. Refund Method & Processing Timelines

• Processing Timeline: Maximum of 07 business days following completion of technical inspection.
• Refund Channels:
  • Online card/QR transactions: Reconciled directly back to the original funding card or electronic bank account.
  • Cash on Delivery (COD) transactions: Transferred directly into the customer's designated Vietnamese bank account.
• Refund Rate: 100% full refund for issues stemming from manufacturing or delivery errors.

7. Consumer Protection Commitment

Nhà Hạt Étoffe rigorously upholds all tenets of Vietnamese Consumer Protection Law, ensuring the biological purity and hypoallergenic safety of 100% natural botanical fibers, maintaining data transparency, and resolving all matters equitably under Vietnamese jurisdiction.

Nhà Hạt Étoffe is committed to absolute transparency and maximum protection of client rights during parcel delivery. We endorse a mandatory Co-Inspection Policy (Physical verification prior to payment and final signature) across nationwide destinations.

1. Scope of Application

Applies to 100% of orders placed via nhahatetoffe.vn and official Nhà Hạt Étoffe channels nationwide, applicable to both Cash on Delivery (COD) and advance bank transfers.

2. Definition of Co-Inspection Rights

Co-Inspection: The client's lawful right to unbox the external parcel and visually inspect product condition in the presence of the courier delivery driver before signing the receipt or settling COD payment.

• Permitted Inspection Scope: Verifying piece count (pillowcases, fitted sheet, duvet cover, quilt), fabric pattern code, color fidelity, size label, and exterior packaging integrity.
• Excluded Scope: Does not include laying bedding on a bed, trial sleeping, laundered testing, tearing security tags, or damaging specialized protective packaging seals.

3. Co-Inspection Procedure at Delivery

1. The delivery driver presents the intact sealed outer parcel to the client.
2. The client opens the parcel in the driver's presence and verifies:
   • Quantity of each item in the bespoke bundle.
   • Fabric material, bespoke dimensions, and color matching the confirmed order.
   • Authentic Nhà Hạt Étoffe labels, bespoke packaging, and care instruction booklet.
3. Upon satisfactory verification: The client signs the delivery slip and settles COD payment (if applicable).
4. If damage, missing items, or discrepancies are found: The client co-signs a refusal report with the driver and declines parcel acceptance immediately.

4. Rights & Mutual Responsibilities

4.1. Client Rights and Duties

• Rights: Entitled to open outer packaging and inspect items before payment. Entitled to reject the parcel if damaged, soaked, or incorrect. Entitled to immediate atelier concierge intervention if drivers refuse inspection.
• Duties: Inspect visually without soiling the fabrics. Exercise extreme caution when using cutters or scissors to avoid slitting the fine botanical fabric layers within. Promptly inform the driver and atelier of any detected discrepancy.

4.2. Nhà Hạt Étoffe Atelier Responsibilities

• Intervene immediately via Hotline +84 981 013 038 if shipping personnel improperly refuse co-inspection.
• Disclaim responsibility for external cosmetic damage or piece count shortages reported after the client has signed acceptance without notation and the driver has departed.
• Provide 100% replacement or full refund if parcel errors arise from atelier packaging or logistics mishandling.

To ensure complete security and effortless convenience, NHÀ HẠT ÉTOFFE BUSINESS HOUSEHOLD offers 3 secure, verified payment methods meeting Vietnamese banking standards:

1. Direct Bank Transfer (VietinBank)

Clients settling via Mobile Banking or domestic bank transfer, please transfer to our verified corporate household account:

Upon receipt of funds, our atelier instantly dispatches an electronic confirmation via Email and Zalo along with your official order receipt.

2. Instant VietQR 24/7 Mobile Payment

Scan our dynamic VietQR standard code via any Vietnamese banking application or digital wallet (MoMo, ZaloPay, VNPay, Viettel Money) for instant, automated reconciliation.

5-Step VietQR Payment Guide:

1. Step 1: Launch your preferred banking application or digital wallet on your mobile phone.
2. Step 2: Select the Scan QR / VietQR feature.
3. Step 3: Point camera at the official Nhà Hạt Étoffe QR code displayed on screen:
   
4. Step 4: Review prefilled payment data:
   • Beneficiary: HKD NHÀ HẠT E TOFFE
   • Account Number: 0981013038 at VietinBank
   • Amount: Exact total invoice amount displayed on checkout
5. Step 5: Authenticate payment via biometric face/fingerprint or OTP. The transaction reconciles automatically, and your order enters crafting queue.

3. Cash on Delivery (Ship-COD)

Available nationwide across Vietnam. Settle payment in cash directly with the delivery agent after performing co-inspection at your doorstep.

Note: For bespoke commissions requiring custom oversized dimensions or high-value residential projects, an advance deposit of 30%–50% is required prior to fabric cutting.

4. Transaction Fees & Billing Receipts

• All transfer fees are absorbed by Nhà Hạt or subject to your bank's fee schedule.
• Every parcel includes a verified packing slip, warranty card, and optional electronic VAT invoice upon request.

Nhà Hạt Étoffe partners with premier logistics providers in Vietnam, guaranteeing that your bespoke botanical beddings arrive safely, immaculately packaged, and on schedule nationwide.

1. Scope of Application

This shipping policy governs all purchases made through nhahatetoffe.vn, official social messaging platforms, and concierge bespoke appointments.

2. Delivery Regions

We deliver door-to-door across all 63 provinces and municipalities of Vietnam via dedicated atelier couriers (central Ho Chi Minh City) or certified logistics partners (Viettel Post, GHTK, GHN, GrabExpress, Ahamove).

3. Estimated Delivery Lead Times

• Standard Domestic Transit: from 02 to 07 business days following order confirmation (excluding Sundays and national public holidays).
• Ho Chi Minh City Urban Areas: Expedited transit within 01 to 02 business days (same-day express delivery available upon request).
• Other Major Metropolitans: 02 to 05 business days; regional suburban communes: 04 to 07 business days.
• Remote Islands & Highlands: Transit may take an additional 1–3 business days depending on terrain and weather conditions. Concierge staff will actively provide tracking updates.
• Bespoke Crafting Lead Time: Hand-tailored sets requiring personalized mattress heights require 02 to 04 business days for artisanal precision cutting and sewing prior to logistics dispatch.

4. Freight Rates

• Shipping fees are calculated according to logistics partner tariffs based on parcel volumetric weight and destination distance.
• All applicable shipping charges are transparently displayed on checkout before you finalize your order.
• Orders meeting promotional or tier membership thresholds receive 100% complimentary shipping.

5. Delivery Method

Door-to-door delivery directly to the recipient address provided. The atelier selects optimal logistics carriers to ensure prompt arrival and highest safety for client assets.

6. Allocation of Responsibilities Between Merchant and Logistics Service Providers Regarding Goods Documentation in Delivery

(Pursuant to mandatory compliance standards under Decree No. 85/2021/ND-CP amending Decree No. 52/2013/ND-CP on E-Commerce)

6.1. Obligations of Logistics Service Providers (Carriers)

• Ensure complete, undamaged, and punctual delivery of goods to designated destinations within agreed lead times.
• Furnish and present all accompanying cargo documentation (delivery notes, waybills, packing slips) to clients during delivery; facilitate client physical co-inspection.
• Deliver goods strictly to authorized recipients (matching recipient name and contact details on waybill).
• Bear all vehicle operation expenses related to cargo carriage, unless otherwise contractually stipulated.
• Compensate the merchant (Nhà Hạt Étoffe) and clients for actual losses resulting from cargo loss, misplacement, or transit damage occurring during transit.

6.2. Rights of Logistics Service Providers

• Verify authenticity of packaged goods, outer labels, and carriage documentation.
• Refuse carriage of goods violating agreed classifications, hazardous items, or contraband prohibited by Vietnamese law.
• Demand full, timely payment of shipping freight as contractually agreed.

6.3. Obligations of Merchant (Nhà Hạt Étoffe Business Household)

• Supply complete lawful goods documentation (sales invoices, warranty slips, product declarations) to accompany transit.
• Package bedding to postal safety standards, incorporating moisture-proof inner lining, impact padding, and security tape before carrier handover.
• Settle carrier freight charges punctually pursuant to framework agreements.
• Provide accurate recipient details (Full Name, Phone Number, Precise Address) to facilitate delivery.

6.4. Rights of Merchant

• Demand carriers transport cargo to promised locations at specified times.
• Inspect waybill tracking journeys and designate authorized third parties to receive cargo.

6.5. Liability for Damages in Transit

• Carriers must compensate 100% of verified losses if goods are misplaced, lost, or damaged during carriage.
• Force Majeure: In events of statutory Force Majeure (typhoons, floods, natural catastrophes, pandemics, government emergency lockdowns) leading to delays or damages, carriers are exempt from statutory penalties; Nhà Hạt Étoffe coordinates directly with clients to mitigate impacts swiftly.

7. Logistics Support Concierge

For any inquiries regarding shipment tracking or logistics assistance, please contact:

NHÀ HẠT ÉTOFFE BUSINESS HOUSEHOLD is steadfastly committed to protecting client personal data when visiting nhahatetoffe.vn and ordering bespoke bedding. This policy rigorously implements Articles 68 to 73 of Decree No. 52/2013/ND-CP, Decree No. 85/2021/ND-CP, and Vietnamese Cyber Information Security Laws, clarifying how we collect, store, utilize, and protect your private data.

1. Purpose of Data Collection

We collect client information exclusively for legitimate business purposes:

• Order Processing: Managing bespoke cutting, tailoring according to mattress dimensions, parcel packaging, delivery, and payment settlement.
• Client Care: Confirming orders, consulting on color swatches, providing fabric care guidance, and managing lifetime seam warranties.
• Service Notifications: Sharing information regarding new botanical fabric releases and member appreciation events (strictly with prior client consent).
• Experience Enhancement: Analyzing feedback to refine tailoring craftsmanship, user interfaces, and online concierge assistance.
• Legal & Statutory Compliance: Maintaining accounting ledgers, invoices, and fulfilling taxation duties under Vietnamese law.

2. Scope of Collected Information

Personal data collected is strictly limited to necessary parameters:

• Full Name
• Telephone Number / Zalo Account
• Delivery Address (Residential or Business Address)
• Email Address (if provided, for order confirmations)
• Bespoke Tailoring Specifications (Mattress Length x Width x Height, duvet & pillowcase preferences)

3. Scope of Information Usage

Collected data is used internally within Nhà Hạt Étoffe to:

• Fulfill and execute your bespoke tailoring orders.
• Contact clients to resolve inquiries, warranty requests, or post-purchase care.
• Provide shipment tracking and delivery status notices.
• Comply with formal written demands issued by authorized Vietnamese state agencies pursuant to law.

4. Data Retention Period

Personal data is securely stored on our servers for a minimum of 05 years or longer to support our lifetime seam warranty and concierge patronage records. In all instances, data is encrypted and safeguarded against unauthorized intrusion on nhahatetoffe.vn servers.

Privacy Pledge: We strictly pledge never to rent, sell, barter, or disclose client personal data to any unrelated third party for commercial gain without your explicit prior consent.

5. Entities with Permitted Access to Data

Access to client data is strictly restricted to authorized entities:

• Internal Atelier Personnel: Sales advisors, bespoke tailoring artisans, packaging personnel, accounting, and warranty specialists directly involved in order execution.
• Contracted Logistics Providers: Granted strictly necessary delivery details (Name, Phone, Address) solely to perform delivery. Third-party logistics partners are contractually barred from utilizing data for independent purposes.
• Authorized State Authorities: When formally requested in writing by law enforcement or competent regulatory bodies pursuant to Vietnamese legal procedures.
• In all other scenarios, clients receive explicit prior notification, and disclosure occurs only upon receiving affirmative client consent.

6. Identity of Data Controller & Management Entity

7. Tools & Methods for Clients to Access and Rectify Personal Data

• Clients hold the unrestricted right to inspect, update, correct, or request deletion of their personal records stored in our systems.
• To exercise these rights, clients can contact Hotline +84 981 013 038 or email support@nhahatetoffe.vn. Our administrator will verify identity and fulfill updates/deletions within 24–48 business hours.
• Clients may report suspected third-party data leakage to support@nhahatetoffe.vn. We are obligated to investigate, disclose findings, and assist clients in securing credentials.

8. Dispute Resolution & Grievance Mechanism for Unauthorized Data Usage

Protecting client privacy is paramount at Nhà Hạt Étoffe. When clients suspect personal data has been misused or handled outside disclosed purposes, our structured grievance mechanism applies:

1. Step 1 (Filing Grievance): Client lodges a complaint via Hotline +84 981 013 038 or Email support@nhahatetoffe.vn with supporting evidence.
2. Step 2 (Investigation): Within 24 business hours, our data security team acknowledges the grievance and audits system server logs to trace the cause.
3. Step 3 (Resolution): Within the following 48 hours, the atelier terminates improper access, resolves technical issues, and agrees on compensation for verified material damages (if fault lies with Nhà Hạt).
4. Step 4 (Legal Recourse): If mutual agreement cannot be reached, the consumer retains the full right to petition competent regulatory bodies or courts pursuant to Vietnamese law.

Welcome to nhahatetoffe.vn, operated by NHÀ HẠT ÉTOFFE BUSINESS HOUSEHOLD. When accessing our digital swatches, utilizing our interactive Bed Builder tool, comparing material radar analytics, or placing bespoke orders, you agree to comply with and be bound by these Terms of Service.

1. Right to Modify Terms

Nhà Hạt Étoffe reserves the right to amend, update, or remove sections of these Terms of Service at any time to comply with statutory amendments and operational standards. Changes become effective immediately upon public posting on the website without prior individualized notice. Continued usage of our services constitutes acceptance of revised terms.

2. Bespoke Ordering & Order Confirmation Rules

• All orders submitted online constitute offers to purchase and become legally binding contracts only upon explicit confirmation by atelier concierge staff via phone, email, or Zalo.
• Given the bespoke nature of our botanical bedding (cut and tailored specifically to individual mattress dimensions and curated dual-color choices), orders enter cutting production immediately following confirmation.
• The atelier reserves the right to decline or cancel orders containing invalid recipient information, unreachable contact numbers, or indications of commercial fraud.

3. Intellectual Property Rights

• All creative assets displayed on the website (including but not limited to bespoke textile photography, logo motion animations, graphic designs, digital Linshang swatches, interactive Bed Builder algorithms, radar material charts, sleep wellness editorial articles, and the "Nhà Hạt Étoffe" trademark and insignia) are the sole intellectual property of NHÀ HẠT ÉTOFFE BUSINESS HOUSEHOLD, protected under Vietnamese Intellectual Property Law.
• Any unauthorized copying, source extraction, republication, distribution, or commercial exploitation without prior written consent from our legal representative is strictly prohibited.

4. Disclaimers & Limitation of Liability

Nhà Hạt Étoffe is exempt from liability in the following scenarios:

• Damage, shrinkage, or discoloration resulting from client failure to follow natural fiber care instructions (such as washing above 40°C, using bleach/chlorine detergents, high-heat tumble drying, or direct exposure to harsh tropical sun).
• Service disruptions or delivery delays caused by Force Majeure events under Vietnamese law (natural disasters, floods, epidemics, national internet infrastructure outages, or regulatory emergency directives).
• In all disputes, the total aggregate liability and maximum monetary compensation payable by Nhà Hạt Étoffe to the client shall not exceed the actual total invoice value paid for the contested order.

5. Third-Party Links

Our website may contain links to third-party platforms (Facebook, Instagram, Google Maps, shipping couriers). Nhà Hạt exercises no control over and disclaims liability for the content, privacy practices, accuracy, or transactions conducted on third-party websites.

6. Governing Law & Dispute Resolution

These Terms of Service are governed by and construed in accordance with the laws of the Socialist Republic of Vietnam. Any dispute arising from or related to these transactions shall first be settled through amicable good-faith negotiation. If conciliation fails within 30 days from dispute inception, either party may submit the dispute to competent People's Courts in Ho Chi Minh City, Vietnam.