1. Product Information & Natural Characteristics
1.1 Nature of Materials
Our products, including Coir Shade Sails, Mulch Mats, Coco Liners, and Coir Logs, are made from natural coconut fiber (Coir) derived from Cocos nucifera.
1.2 Natural Variations
Due to the organic and handcrafted nature of coir materials, minor variations in color, weave density, texture, and dimensions may occur. These variations are not defects but inherent characteristics of natural and sustainable materials.
1.3 Biodegradability & Lifespan
As biodegradable products, coir materials will naturally degrade over time when exposed to environmental conditions such as sunlight, moisture, and soil contact. Product lifespan varies depending on installation, usage, and environmental exposure.
2. Orders & Acceptance
2.1 Order Confirmation
Receipt of an order confirmation email does not constitute acceptance of an order. Golden Coir Vietnam reserves the right to accept or decline any order prior to shipment, including for inventory availability, pricing errors, or security concerns.
2.2 Fraud Prevention
To protect customers and prevent unauthorized transactions, we use fraud prevention tools provided by Shopify and approved third-party services. Orders flagged as higher risk may be temporarily placed on hold for review.
2.3 Limited Verification
During a review, we may request non-sensitive confirmation only, such as:
- Confirmation of billing name or billing address
- Confirmation of the last four digits of the payment card
- Confirmation of the transaction descriptor appearing on the customer’s bank statement
We do not require submission of full credit card numbers, card images, or government-issued identification as a standard practice.
If verification cannot be completed within a reasonable timeframe (typically 24–48 hours), the order may be canceled and refunded for security reasons.
3. Pricing & Payment Terms
3.1 Currency
All prices are listed in USD, unless otherwise stated.
3.2 Payment Methods
We accept major credit cards (Visa, Mastercard, American Express) and other payment methods supported by Shopify Payments.
3.3 Billing Information
You agree to provide current, complete, and accurate billing and account information for all purchases.
3.4 Taxes & Duties (International Orders)
For international shipments, customers are responsible for any import duties, taxes (VAT/GST), and customs fees imposed by the destination country. We are not responsible for delays caused by customs clearance.
4. Shipping, Delivery & Risk of Loss
4.1 Processing Time
Orders are typically processed within 7–14 business days. Custom, bulk, or freight orders may require additional processing time.
4.2 Delivery & Risk of Loss
Risk of loss transfers to the customer once the order is handed over to the shipping carrier. Carrier tracking information is provided for all shipments.
4.3 Signature Confirmation
Signature confirmation may be required for:
- High-value orders
- Commercial delivery addresses
- Orders flagged for additional security review
5. Returns, Refunds & Restocking
5.1 Return Eligibility
Unused and unopened items may be returned within 14 days of delivery.
5.2 Condition of Returns
Returned items must be:
- Unused
- In original packaging
- Free from soil, debris, or signs of installation or wear
5.3 Restocking Fee
A restocking fee of up to 15% may apply to non-defective returns (e.g., change of mind), to cover inspection and handling costs. Any applicable restocking fee will be disclosed prior to return approval.
5.4 Non-Returnable Items
The following are final sale and non-returnable:
- Custom-cut or made-to-order products
- Used or installed items
- Products damaged due to misuse or improper installation
5.5 Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error.
6. Product Use, Maintenance & Limitations
6.1 Intended Use
Coir Shade Sails and umbrellas are breathable, permeable structures designed for sun shading and passive cooling. They are not waterproof roofing systems.
6.2 Installation & Weather
Damage resulting from improper installation, insufficient tension, or extreme weather conditions (e.g., storms, snow, hurricanes) is not covered.
6.3 Mold & Storage
Coir products should be stored in dry conditions. We are not responsible for mold or mildew caused by improper storage or maintenance.
7. Disputes & Chargebacks
7.1 Dispute Resolution
In the event of a payment dispute or chargeback, we may submit transaction records and fulfillment documentation to the payment processor, including:
- Proof of payment authorization
- Carrier delivery confirmation
- Checkout consent records
7.2 Customer Cooperation
Customers agree to contact us first to attempt resolution before initiating a chargeback where reasonably possible.
8. Governing Law & Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of the State of New York, USA, without regard to conflict-of-law principles.
Any disputes arising from these Terms or purchases made on the Site shall be resolved through binding arbitration, except where prohibited by law. Class actions and representative proceedings are waived to the extent permitted by law.
9. Changes to These Terms
We reserve the right to update these Terms at any time. Changes will be posted on the Site with an updated “Last Updated” date.