Terms of Use & Rights and Obligations

LOPA SILVER JOINT STOCK COMPANY – Tax code 0110854389 No. 19, Lane 162 Nguyen Tuan Street, Thanh Xuan Ward, Hanoi Hotline: 0868 258 533 | Email: [email protected] | Website: lopa.vn

Effective from: October 29, 2026

Article 1. Scope of Application

These terms set out the terms of use of the website and the rights and obligations of Lopa Silver Joint Stock Company (hereinafter "Lopa Silver" or the "Company") and customers when purchasing goods and using services at the store, the website lopa.vn, the Fanpage, Zalo, the hotline and other official sales channels. These terms apply together with the other policies posted on lopa.vn: the Delivery, Exchange and Refund Policy; the Pricing Policy; the Payment Policy; the Privacy Policy; the Procedure for Receiving and Resolving Complaints; and the conditions or restrictions on the supply of goods and services.

Article 2. Rights of Lopa Silver

Refuse or suspend order processing when the information provided by the customer is invalid or the customer cannot be reached.
Require a deposit in advance for custom-designed goods, made-to-order goods and high-value orders; apply or refuse cash on delivery (COD) depending on the order.
Refuse service or cancel orders for transactions showing signs of fraud, violating the law, or violating the terms of use.
Adjust prices according to fluctuations in material costs, production costs or business promotions; new prices apply to orders placed after the update.
Contact the customer to reconfirm or cancel the order and refund the payment when a clear error in price or product information is found.
Refuse exchanges, warranty or free services in cases that do not meet the conditions of the published policies.
Retain the costs already incurred when the customer cancels a custom order after it has entered production, or cancels a service after it has begun.
Terminate or refuse to provide services when the customer provides false information, violates the law, the product does not meet the technical conditions for the work, or the customer cannot be contacted for confirmation within a reasonable time.
Change the time and method of supplying goods and services in cases of force majeure.
Update the policies when necessary; new content is posted publicly on lopa.vn and takes effect from the date of posting.

Article 3. Obligations of Lopa Silver

Supply goods and services in accordance with the listed information and as confirmed with the customer; ensure products meet the quality standards as committed.
Publicly list prices in Vietnamese dong; notify the shipping fee (if any) before the customer finalizes the order; keep the price unchanged for confirmed orders, unless the two parties adjust the requirements.
Inspect quality, quantity, packaging and labels before delivery.
Deliver on time as estimated when the order was confirmed. If the wrong product is delivered or items are missing, deliver the missing items or the correct replacement within 02 working days; if delivery is late due to the Company's fault, support the shipping costs.
Notify the customer and propose options (a replacement design, waiting time or a refund) when a design is out of stock or cannot be produced.
Carry out exchanges and refunds in accordance with the published conditions and time limits; refund through the same method the customer used to pay.
Provide a lifetime warranty for technical defects caused by the manufacturer and provide free after-sales services to customers with a valid invoice or warranty card.
Quote in advance for paid services and carry them out only with the customer's consent.
Issue invoices in accordance with the law.
Receive all feedback, requests and complaints; confirm a response within 24 working hours and resolve them within the published time limits.
Protect customers' personal information; do not sell, exchange or lease information to third parties for commercial purposes; do not store customers' card numbers, passwords or OTP codes.

Article 4. Rights of Customers

To be provided with complete, accurate and truthful information about products, services, prices, shipping fees, and warranty, exchange and refund policies.
To inspect goods upon receipt; to refuse to accept goods and note this in the delivery–receipt record when errors or damage are found.
To receive goods of the confirmed quality, quantity and design; to receive missing items or the correct replacement when the wrong item is delivered or items are missing.
To exchange products and receive refunds in the cases stated in the Delivery, Exchange and Refund Policy.
To receive a lifetime warranty under the Company's conditions; to receive free after-sales services (polishing, cleaning, tightening/re-setting fallen stones, minor adjustments, surface refreshing, periodic inspections) and a 10% discount on the next use of a paid service when holding a valid invoice or warranty card.
To be quoted in advance for paid services and to have the right to decline to proceed.
To request cancellation of a service at any time via the hotline or email under the Delivery, Exchange and Refund Policy.
To submit feedback, requests and complaints through official channels and to be informed of the results.
To know, access, correct, re-provide, restrict the processing of, object to the processing of, withdraw consent for, and request deletion of their personal data, except where the law provides otherwise; to opt out of promotional information at any time.
To enjoy other consumer rights under the laws of Vietnam.

Article 5. Obligations of Customers

Provide complete and accurate delivery and contact information; be responsible for the truthfulness of the information provided.
Pay in full and on time by the agreed method; transfer money only to the official accounts announced by Lopa Silver, and it is advisable to reconfirm via the hotline before transferring.
Be responsible for choosing the size; confirm the design, size and engraving information before the Company produces custom orders.
Inspect the packaging, quantity and quality immediately upon receiving the goods, preferably recording an unboxing video; when errors are found, note them in the delivery–receipt record, refuse to accept the goods and contact the Company within 24 hours.
Submit exchange or return requests within the prescribed period; keep the product intact; keep the invoice, warranty card, box and accompanying accessories; pack carefully when sending products for exchange, return or warranty.
Bear the shipping costs for exchanges and returns where the fault does not lie with the manufacturer or the Company; pay the fee of VND 100,000 when exchanging for a different product under the exchange policy.
Use the product according to the instructions; avoid wearing it during strenuous activity or contact with chemicals; clean the product periodically every 2–3 months.
Pay for paid services that have been quoted and agreed to, including the portion of work done and costs incurred when canceling a service after it has begun.
Do not engage in fraud, violate the law, or violate the terms of use when transacting with the Company.
Protect personal information; do not share order information, order codes or warranty codes with unrelated persons.

Article 6. Use of the Website lopa.vn

All content, images and designs on the website are the copyright of Lopa Silver; customers may not copy or reuse them without the Company's permission.
Do not place fake orders, provide false information, sabotage, or intentionally disrupt the website system.
Lopa Silver has the right to lock accounts and to refuse or cancel orders that violate the above rules.

Article 7. Force Majeure

In cases of force majeure (natural disasters, epidemics, transport incidents, decisions of state authorities, etc.), the Company is not liable for delays or inability to perform obligations caused by these events. The two parties will promptly notify each other and agree on a suitable solution.

Article 8. Dispute Resolution

Any dispute that arises is first to be resolved through negotiation and good-faith mediation in accordance with the Procedure for Receiving and Resolving Feedback, Requests and Complaints. If no agreement is reached, the parties may request a consumer mediation organization or the state authority for consumer protection, or file a lawsuit at a competent People's Court in accordance with the laws of Vietnam.

Article 9. Contact

Hotline: 0868 258 533 – Email: [email protected] – Website: lopa.vn – Address: No. 19, Lane 162 Nguyen Tuan Street, Thanh Xuan Ward, Hanoi.

TERMS OF USE: RIGHTS & OBLIGATIONS OF ALL PARTIES