TERMS AND CONDITIONS

1. Scope and Acceptance

These Terms and Conditions (“Terms”) govern access to and use of the website, online store, content, features, tools, products, services and official sales channels operated or authorised by Prima Vietnam Co., Ltd (collectively, the “Services”).

In these Terms, “Prima Vietnam”, “we”, “us” or “our” refers to Prima Vietnam Co., Ltd. “Customer”, “you” or “your” refers to a visitor, purchaser, user of the Services or an individual or organisation transacting with Prima Vietnam.

By creating an account, placing an order, confirming a transaction or continuing to use the Services after having a reasonable opportunity to review these Terms, you confirm that you have read, understood and agreed to comply with these Terms and the policies referenced herein.

If you do not agree to these Terms, you should not create an account, place an order or continue using any part of the Services that requires acceptance of the Terms.

The Return, Exchange and Refund Policy, Privacy and Personal Data Processing Policy, Shipping Policy, Warranty Policy, Complaint Resolution Policy and any specific conditions disclosed before a transaction form part of these Terms.

For corporate orders, project orders, custom products or transactions governed by a separate quotation, purchase order, contract or set of sales conditions, the transaction document confirmed by Prima Vietnam and the customer will prevail in relation to matters specifically addressed therein, to the extent permitted by law.

2. Eligibility, Accounts and Customer Information

A customer entering into a transaction independently must have full legal capacity as required by law. A minor may only use the Services or complete a transaction with the appropriate involvement and consent of a parent, guardian or legal representative.

Where you transact on behalf of an organisation or another individual, you confirm that you have lawful authority to complete the transaction and bind that party within the scope of the transaction.

You are responsible for:

Providing accurate, complete and current account, order, invoice, payment, delivery and recipient information.

Protecting usernames, passwords, authentication codes and account access.

Promptly notifying Prima Vietnam of any known or suspected unauthorised account use.

Ensuring that you have authority to provide the details of any recipient, contact person or representative stated in an order.

You must not sell, transfer, lease, re-authorise or permit another person to use your account to conceal identity, conduct an unauthorised transaction or evade a control measure.

Prima Vietnam may request additional verification where information is inconsistent, a transaction appears unusual or verification is necessary to protect the customer, Prima Vietnam or a relevant party.

3. Product Information and Characteristics

Prima Vietnam takes reasonable measures to provide product information that is accurate, clear and consistent with Manufacturer or supplier documentation, applicable standards and the product’s condition at the time of publication.

Images, videos, renderings, room settings, colours and on-screen representations are illustrative. Actual colour or appearance may vary due to lighting, device, display settings, viewing angle or production batch.

Natural characteristics or reasonable variations in colour, grain, texture, weight, dimensions, fragrance, softness, firmness, resilience, appearance, packaging or perception between products and production batches are not considered defects where they remain within applicable standards and are materially consistent with the published information.

For fragranced products, perceived strength, diffusion, fragrance development and suitability for a space may vary according to environment, temperature, humidity, ventilation, room size and individual perception.

For mattresses, pillows and sleep-support products, perceived softness, firmness, support and comfort are individual and may vary according to body type, sleeping position, bed base and adjustment period. Product descriptions are not a guarantee of subjective comfort or a specific health outcome.

Information concerning body care, fragrance, sleep or lifestyle is intended to describe products and ordinary use and does not replace professional medical advice, diagnosis or treatment.

Customers are responsible for reviewing labels, ingredients, warnings and instructions and assessing suitability before use. Where a customer has a history of allergy, sensitivity or a relevant health condition, appropriate professional advice should be sought.

Prima Vietnam may update descriptions, images or specifications for future transactions following changes from a Manufacturer, supplier or applicable law or to correct inaccurate information. An update does not alter an accepted order unless agreed by the parties or required by law.

Product availability and quantity limits depend on inventory, supply, import conditions and distribution planning. A product appearing on the website does not guarantee continuous availability.

4. Orders and Contract Formation

Submitting an order constitutes an offer to purchase the products shown at the final confirmation step. Customers are responsible for reviewing products, quantities, sizes, colours, fragrances, addresses, invoice details, delivery method and the total amount before submitting an order.

An automated order-receipt notification only confirms that the system has received the request and does not mean that Prima Vietnam has accepted the order.

An order is accepted and a sale contract is formed when Prima Vietnam sends an order-acceptance, preparation or dispatch confirmation or otherwise clearly acts to accept the order, whichever occurs first.

A payment authorisation, hold or payment record by a bank or payment provider before Prima Vietnam accepts the order does not by itself constitute order acceptance.

Before an order is accepted, Prima Vietnam may reject or propose an adjustment where there is a reasonable basis, including:

• The product is out of stock or supply is no longer available.
• There is an evident pricing, promotional, product, shipping or system error.
• Customer, delivery, invoice or payment information is incomplete, inconsistent or cannot be verified.
• The transaction appears fraudulent, unauthorised or contrary to law.
• The product cannot be delivered to the requested area or is restricted by law, the Manufacturer or the carrier.
• The order exceeds a reasonable limit or appears to involve speculation, unauthorised resale or promotion abuse.

If Prima Vietnam does not accept a paid order, the amount collected will be refunded through the original payment method or another method agreed by the customer within a reasonable processing period.

After an order has been accepted, Prima Vietnam will not unilaterally change the product, price or material terms. If an event prevents performance as confirmed, Prima Vietnam will contact the customer to agree on replacement, adjustment, continued performance or a refund for the unperformed portion.

Order information, transaction confirmations, invoices, documents and applicable policies may be provided through email, the customer account or another electronic method so that the customer can access, download, store or print them where appropriate.

5. Prices, Taxes and Promotions

Unless otherwise stated, prices shown on the website are in Vietnamese Dong and include value-added tax where required by law. Delivery, installation, additional service or other charges, if any, will be displayed or disclosed before the customer confirms the transaction.

Prices, discounts and promotions may change for future transactions. The price applicable to an order is the price confirmed when the order is accepted, unless otherwise agreed by the parties or required by law.

Prices on the website, at the showroom, in quotations, on marketplaces, social media or other sales channels may differ due to operational costs, promotions, timing, inventory or different applicable conditions.

If an evident pricing or information error is identified before an order is accepted, Prima Vietnam may reject the order and notify the customer. If the error is identified after acceptance, Prima Vietnam will not unilaterally increase the price and will contact the customer to agree on an appropriate solution or refund the relevant amount if the order cannot proceed.

Promotions, discount codes, vouchers, gifts, combination offers or membership benefits may be subject to specific periods, quantities, eligibility criteria, products and conditions. Specific conditions disclosed before the transaction apply to the relevant programme.

Discount codes, vouchers and promotional gifts cannot be converted into cash, transferred or combined with other offers unless the programme conditions permit.

Prima Vietnam may refuse or withdraw a promotional benefit where there is reasonable evidence of fraud, multiple-account creation, system manipulation, use contrary to the conditions or promotion abuse, provided that this does not affect lawful rights relating to products validly purchased and paid for.

6. Payment and Transaction Verification

Prima Vietnam may accept payment methods displayed at checkout, including bank transfer, cards, electronic wallets, payment intermediaries, installment payments or other methods integrated from time to time.

The customer confirms that they are lawfully authorised to use the selected payment method and that the information provided is accurate and complete.

Prima Vietnam does not impose a surcharge or less favourable price solely because the customer selects a cashless payment method, except for any charge permitted by law and validly disclosed before the transaction.

A transaction shown as successful, authorised or debited may still require verification, adjustment, refund or investigation in accordance with the rules of the bank, card issuer, payment provider and applicable law.

Prima Vietnam may hold an order for a reasonable period to verify a high-value transaction, inconsistent information or an identified risk. The customer may be asked to confirm identity, contact details, address or authority to use the payment method.

For installment transactions, eligibility, participating banks, minimum value, tenor, fees and transaction conversion depend on the relevant provider and the information disclosed before confirmation. Once a transaction has been successfully converted, cancellation or tenor changes may be restricted by the provider’s rules and applicable law.

Refunds are handled under the Return, Exchange and Refund Policy. Where possible, the refund is returned to the original payment method; the time required for it to appear depends on the processes of the bank, card issuer or payment service provider.

Prima Vietnam does not ask customers to provide banking passwords, OTPs or CVV/CVC codes through email, telephone, social media or support messages.

7. Delivery, Receipt and Transfer of Risk

Delivery is performed in accordance with the Shipping Policy, information shown at checkout, the order confirmation and any specific conditions accepted by the customer.

Delivery times are estimates unless Prima Vietnam expressly confirms a committed deadline. Prima Vietnam will use reasonable efforts to deliver within the estimate and notify the customer of any material delay known to us.

The customer is responsible for providing an accurate address, telephone number, instructions and recipient details; ensuring that an authorised person is available to receive the goods; and promptly notifying us of any required delivery change.

Unless separately agreed, risk of loss or damage passes to the customer when the product is physically delivered to the customer or a recipient designated by the customer. Prima Vietnam’s handover of a product to a carrier does not by itself transfer risk to a consumer.

Customers should reasonably inspect the number of packages, external condition and products upon receipt, record any issue with the delivery person and notify Prima Vietnam within the period stated in the Return, Exchange and Refund Policy.

A customer’s failure to immediately identify or record a latent defect, product defect or issue not reasonably discoverable upon receipt does not remove any right that cannot lawfully be excluded.

If delivery fails because of incorrect information, the absence of a recipient, an unjustified refusal outside the return policy or another cause attributable to the customer, Prima Vietnam may charge reasonable actual redelivery, storage or related costs that have been disclosed.

After reasonable unsuccessful delivery attempts, Prima Vietnam may contact the customer to rearrange receipt. If the customer does not respond within a reasonable period, Prima Vietnam may cancel the undelivered portion and refund the corresponding amount after deducting reasonable, unrecoverable costs permitted by law.

An order may be delivered in separate shipments where necessary. Partial delivery does not remove the obligation to deliver the remaining portion unless otherwise agreed.

8. Cancellation, Returns, Refunds and Warranty

A customer may request cancellation before an order is accepted. After acceptance, cancellation depends on the processing stage, product type, costs already incurred, specific transaction conditions and mandatory rights under applicable law.

Returns, exchanges and refunds are handled under the Return, Exchange and Refund Policy in effect when the order is confirmed, subject to any other mandatory rights under applicable law.

Prima Vietnam does not provide a general right to return or exchange solely because the customer changes their mind unless specific product or programme conditions state otherwise.

Nothing in these Terms or a related policy limits a customer’s rights where a product is incorrectly or incompletely supplied, damaged during delivery arranged by Prima Vietnam, defective, unsafe or materially inconsistent with disclosed information, commitments or mandatory legal requirements.

Warranty and return processes are separate. A product being covered by warranty does not automatically create a right to return or receive a refund where the issue can reasonably be resolved under the warranty policy and applicable law.

Refunds are based on the amount actually received by Prima Vietnam for the approved portion of the transaction, after reasonable allocation of discounts, combination offers, gifts and completed services, within the Return, Exchange and Refund Policy and applicable law.

9. Products and Transactions Subject to Specific Conditions

Certain products or transactions may be subject to specific conditions due to the nature of the product, import, production, ordering, hygiene, safety, warranty or sales programme.

Such cases may include:

• Products manufactured, imported, specially ordered, cut, combined, printed, engraved, personalised or modified at the customer’s request.
• Mattresses, pillows, body-care products, hygiene-sealed products or products that are consumed after opening.
• Display, sample, open-box, clearance or as-is products.
• Product sets, combination offers, promotional packages, gifts, vouchers or programmes subject to specific conditions.
• Corporate, project, wholesale, distribution, hotel-contract or other transactions governed by a quotation, purchase order or separate contract.

Specific conditions may be stated on the product page, promotional material, quotation, purchase order, contract, invoice, delivery document, email, message or transaction confirmation and must be disclosed or confirmed before contract formation.

For display, open-box or as-is products, characteristics disclosed and accepted by the customer are not considered defects. Latent defects, safety issues or undisclosed matters remain subject to applicable law.

10. Customer Responsibilities When Using Products

Customers are responsible for:

• Reviewing product information, instructions, warnings, storage and usage conditions before use.
• Using, installing, operating, cleaning, storing and transporting products according to instructions and their ordinary purpose.
• Checking the suitability of dimensions, space, power supply, bed base, connected equipment or environmental conditions before purchase and use.
• Not independently dismantling, repairing, structurally modifying, removing technical labels or using unsuitable components.
• Stopping use and seeking support where an unusual condition may affect safety.
• Providing information, photographs, videos, products or documents reasonably necessary to verify a return, warranty claim, complaint or alleged damage.

Prima Vietnam is not responsible for loss directly caused by use contrary to instructions, misuse, unauthorised modification, unsuitable conditions or continued use after a clear warning, except to the extent that such responsibility cannot lawfully be excluded.

11. Reviews, Feedback and Customer Content

Customers may submit reviews, images, videos, comments, ideas, questions or other content through the Services or Prima Vietnam’s communication channels (“Customer Content”).

By providing Customer Content, you confirm that:

• You own or have lawful rights to provide and permit use of the content.
• The content is honest based on actual experience and is not misleading.
• The content does not infringe another person’s intellectual property, privacy, reputation or lawful rights.
• The content does not contain unlawful, abusive, threatening, discriminatory, obscene or malicious material or unnecessary personal data of another person.
• Any compensation, gift or benefit connected with the review has been disclosed where required by law.

You grant Prima Vietnam a non-exclusive, royalty-free, worldwide licence for the duration of the relevant rights to store, reproduce, format, translate, publish, display and use Customer Content to operate and improve the Services, present products or conduct lawful communications. Prima Vietnam will not materially misrepresent the substance of a review.

Prima Vietnam may refuse to publish, hide or remove Customer Content that violates these Terms, applicable law, third-party rights or is unrelated to the product, service or transaction being reviewed.

Unless separately agreed, general feedback or suggestions are not treated as confidential and Prima Vietnam is not required to pay compensation solely for receiving them.

12. Intellectual Property Rights

The website, design, layout, text, images, graphics, videos, audio, documents, software, databases, logos, trade names, trademarks and other content are owned by or lawfully licensed to Prima Vietnam, its affiliates, Manufacturers, suppliers or the relevant licensors.

Customers may access and use the Services for lawful transactional, personal or internal purposes. This permission does not transfer any intellectual property right.

Without written permission or another lawful basis, you must not:

• Copy, republish, distribute, modify, translate, create derivative works from, sell or commercially exploit content.
• Use names, logos, trademarks, product images or materials in a manner that misrepresents an agency, distribution, endorsement or partnership relationship.
• Remove, obscure or alter copyright, trademark or ownership notices.
• Systematically collect, extract or reuse databases, content or product information for competition, resale or unauthorised training of an automated system.

Linking to a public page of the website is permitted where it is not misleading, does not harm Prima Vietnam’s lawful rights and does not imply endorsement without approval.

13. Prohibited Conduct and System Security

You must not use the Services to:

• Conduct or support unlawful, fraudulent or harmful activity.
• Impersonate another person or use unauthorised information or payment methods.
• Interfere with, damage, overload, unlawfully test or bypass security, authentication, access-control or anti-automation measures.
• Upload, transmit or distribute viruses, malicious code, spyware or material that may impair a system.
• Unlawfully collect, track or disclose another person’s personal data.
• Send spam, phishing, impersonation, harassment or unsolicited advertising.
• Use robots, spiders, scrapers, automated agents, AI tools or similar methods to access, order from, collect or exploit the Services contrary to technical instructions, granted permissions or law.
• Speculate, bulk-buy, resell, export or distribute products contrary to programme conditions, brand restrictions or applicable agreements.

Prima Vietnam may apply technical limits, cancel an unaccepted request, suspend or terminate an account where there is a reasonable basis to believe that the account or Services are being used contrary to these Terms, applicable law or system security.

14. Third-Party Platforms, Tools and Services

Prima Vietnam may use e-commerce platforms, payment providers, banks, carriers, analytics tools, social media, hosting services, software and third-party providers to operate the Services.

A purchase of products from Prima Vietnam is a transaction between the customer and Prima Vietnam unless the page or transaction confirmation expressly identifies another seller. A platform or tool provider does not automatically become the seller.

Certain third-party services are subject to their own terms and policies, including payments, installment services, delivery, maps, social media or login services. Customers should review applicable terms before using an independent service.

Prima Vietnam does not control the content, operation or continuity of independent websites and services operated by third parties. However, the use of a third-party provider does not exclude Prima Vietnam’s mandatory responsibility for a sale transaction or any responsibility imposed by law.

Links to third-party websites are provided for convenience and do not by themselves mean that Prima Vietnam endorses, sponsors or assumes responsibility for all content or services available there.

15. Information Errors, Interruptions and Availability

The services may occasionally contain typographical, display or data errors or incomplete or outdated information concerning products, prices, promotions, inventory, charges, delivery or other content.

Prima Vietnam may correct information for future transactions and notify customers where an error affects an order in progress. Correcting an error does not permit Prima Vietnam to unilaterally alter the material terms of a concluded contract.

The website or certain features may be temporarily unavailable because of maintenance, updates, network failures, provider incidents, cyberattacks or causes beyond reasonable control.

Prima Vietnam will take reasonable steps to restore the Services and protect transactions in progress. Subject to mandatory rights under law, Prima Vietnam does not guarantee that the website will always be uninterrupted, error-free or compatible with every device and software configuration.

16. Suspension and Termination of Access

A customer may stop using the Services or request account closure at any time, subject to completion of outstanding orders, payments, warranties, complaints and existing obligations.

Prima Vietnam may suspend or terminate account access where:

• The customer materially or repeatedly breaches these Terms.
• The account appears compromised, unauthorised, fraudulent or presents a security risk.
• Suspension or termination is necessary to comply with law or a competent authority’s requirement.

Prima Vietnam will provide notice where reasonable and legally permitted. Termination of access does not extinguish rights or obligations that arose beforehand.

Orders accepted before account suspension will continue to be processed unless the order is connected with a breach, fraud, security risk or another lawful basis for suspension or termination.

17. Service Commitments and Limitation of Liability

Prima Vietnam is responsible for supplying products and performing transactions in accordance with disclosed information, confirmations, policies, warranties and legal obligations.

General website information does not replace professional advice and is not a promise of a subjective, health, business or special-purpose outcome unless confirmed in writing by Prima Vietnam.

To the maximum extent permitted by law, Prima Vietnam is not responsible for:

• Loss caused by inaccurate information supplied by the customer or unauthorised use of an account or payment method.
• Loss caused by use, installation, operation, cleaning, storage, repair or modification contrary to instructions.
• Indirect, consequential or not reasonably foreseeable loss at the time of contract formation, unless otherwise provided by law.
• Interruptions or failures of telecommunications networks, banks, platforms, carriers or independent services beyond Prima Vietnam’s reasonable control, provided that Prima Vietnam has taken reasonable measures within its responsibility.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross fault, death or personal injury, defective products, breach of consumer-protection duties or another responsibility that cannot lawfully be excluded or limited.

For an organisation or individual purchasing products for commercial purposes, the parties’ liability may be addressed specifically in a quotation, purchase order or separate contract.

18. Responsibility for Customer Breach

A customer is responsible for direct, reasonable and evidenced loss caused by the customer’s intentional or unlawful conduct, including fraud, unauthorised payment use, system intrusion, intellectual-property infringement or submission of content that infringes third-party rights.

Prima Vietnam will provide notice and a reasonable opportunity for the customer to provide information or cooperate before seeking reimbursement, except where urgent action is needed to prevent harm or comply with law.

Nothing in this Section imposes a penalty on a consumer that is more adverse than permitted by law or requires a consumer to perform an obligation where Prima Vietnam has not performed its corresponding obligation.

19. Events Beyond Reasonable Control

A party is not considered in breach for the period and to the extent performance is prevented by an objective event that could not reasonably be foreseen or remedied despite necessary measures, including natural disaster, fire, epidemic, war, terrorism, widespread strike, infrastructure disruption, government restriction or a severe supply-chain incident.

The affected party must provide notice within a reasonable time, take mitigating measures and resume performance as soon as reasonably possible.

If the event continues so that unperformed obligations are no longer practicable or the purpose of the transaction cannot be achieved, Prima Vietnam and the customer will agree on extension, replacement, termination of the unperformed portion or refund of the corresponding amount.

An event beyond reasonable control does not excuse payment for products or services fully supplied before the event occurred.

20. Concerns, Complaints and Dispute Resolution

Customers may submit concerns, requests or complaints relating to products, orders, payments, delivery, warranty or the Services using the contact information in Section 24.

A request should include:

• Full name, contact details and the order number or invoice.
• A description of the matter and the customer’s requested resolution.
• Photographs, videos, delivery records, payment evidence or other relevant documents, where available.

Prima Vietnam will receive, verify and respond within a reasonable period or the period stated in the Complaint Resolution Policy. Where verification with a Manufacturer, carrier, payment provider or specialist is required, additional time may be necessary and the customer will be informed.

The parties will first seek to resolve disputes through good-faith negotiation and mediation. If no resolution is reached, either party may use applicable consumer-protection mechanisms, commercial arbitration where a valid agreement exists, a competent court or another remedy available under law.

These Terms do not limit a consumer’s right to complain, report a violation, bring legal proceedings or request protection from a competent authority or organisation.

21. Changes to These Terms

Prima Vietnam may update these Terms to reflect changes to the Services, technology, policies, business operations, or legal requirements.

The updated version will be posted on the website with the revision date. Changes apply to use and transactions arising from the stated effective date.

A change will not adversely alter a contract or order concluded before the effective date unless required by law, beneficial to the customer or agreed by the customer.

Where a material change affects customer rights or obligations, Prima Vietnam will provide appropriate notice as required by law.

22. Severability, No Waiver and Assignment

If any part of these Terms is found invalid, unlawful or unenforceable, that part will be adjusted or severed to the extent necessary and the remaining provisions will continue in effect.

A party’s failure or delay in exercising a right does not constitute a waiver. A waiver applies only to the specific matter and where appropriately confirmed.

A customer may not transfer an account or payment obligation to another party without Prima Vietnam’s consent unless permitted by law.

Prima Vietnam will transfer rights or obligations relating to a customer only to the extent permitted by law, with notice or consent where legally required and without reducing the customer’s lawful rights.

23. Applicable Law, Priority and Language

These Terms and related transactions are governed by the laws of Vietnam, including applicable civil, commercial, consumer-protection, electronic-transaction, e-commerce, intellectual-property and related laws.

If these Terms conflict with specific conditions confirmed for a product, programme or transaction, the specific conditions prevail for that particular matter, provided that mandatory consumer rights are not reduced.

These Terms are prepared in Vietnamese and English. For a consumer transaction, if the versions differ, the version more favourable to the consumer will prevail as required by law.

For a transaction outside the scope of consumer protection, the Vietnamese version prevails unless a separate transaction document states otherwise.

Headings are included for convenience and do not alter the substance or interpretation of these Terms.

24. Contact Information

Questions, concerns or requests relating to these Terms may be submitted to:

PRIMA VIET NAM COMPANY LIMITED

Tax code: 0313747470

Address: 01 Tra Khuc Street, Tan Son Hoa Ward, Ho Chi Minh City, Vietnam

Website: store.primavietnam.com

Email: cskh@primavietnam.com

Telephone: 028 5417 3555 / 0376 600 075