Terms of service

When accessing the HuongCraft website, submitting consultation requests, ordering products, placing pre-orders, requesting bespoke services, or purchasing digital products, the customer agrees to the terms below.

1. Scope of application

These terms apply to all activities of access, communication, ordering, and use of services on the HuongCraft website, including but not limited to:

  • products with listed prices and fixed configurations;

  • pre-order products;

  • bespoke / made-to-order projects based on individual requests;

  • digital products such as PDF files, patterns, or downloadable materials.

2. Product information and displayed images

HuongCraft always strives to present products, materials, colors, structure, and descriptive information as truthfully as possible. However, due to the characteristics of genuine leather, exotic leather, photography lighting, display devices, and the handmade finishing process, the actual product may have slight differences in color, leather grain, color transition, or surface details. These are natural material characteristics and are not considered defects.

3. Order categories and transaction principles

HuongCraft currently operates under three main categories:

a. Products with listed prices

These are products with stable designs, defined production configurations, and can be repeated according to the established standards. Customers pay 100% when placing the order. The estimated delivery time will be announced on each product.

b. Pre-order products

These are products carried out on a pre-order basis on a fixed design foundation, but may include certain limited options such as leather color, thread color, lining, name embossing or logo embossing, or certain finishing configurations announced by HuongCraft. The order value is calculated according to the configuration selected by the customer at the time of ordering. Once the order has been confirmed and moved into the material preparation or production stage, the order may not be canceled arbitrarily.

c. Bespoke / Made-to-order projects based on individual requests

These are projects carried out individually according to each customer’s request, which may include adjustments to design, structure, proportions, materials, size, colors, hardware, or other personalized details. After agreeing on the plan, the customer pays a 50% deposit for HuongCraft to implement the project. This deposit is non-refundable. The remaining amount is paid before delivery of the finished product.

4. Order confirmation

An order is only considered effective when HuongCraft confirms the necessary information, including but not limited to: product, configuration, payment amount, implementation time, delivery address, and contact method. For pre-order and bespoke orders, HuongCraft has the right to require reconfirmation by message, email, or direct communication before proceeding.

5. Payment

Customers are responsible for paying the correct amount according to the confirmed order configuration. HuongCraft has the right to refuse to carry out or temporarily suspend an order if incomplete, invalid, or risky payment information is detected. Any additional costs arising from personalization choices, upgraded materials, or configuration changes after confirmation will be reported separately and will only be carried out with the customer’s agreement.

6. Production and delivery time

The production or delivery time is provided in the spirit of a reasonable estimate, based on the handmade nature, material condition, level of finishing, and workload at the time of confirmation. For pre-order and bespoke products, the timing may change if the customer adjusts the request, delays confirmation of details, or if objective factors affect the production schedule.

7. Order adjustment or cancellation

For products with listed prices, order changes may only be made when the product has not yet been packed, shipped, or entered an irreversible stage.

For pre-order and bespoke products, HuongCraft has the right to refuse changes once materials have been prepared, the configuration has been finalized, or production has begun. Any cancellation request during this stage will be handled according to the refund policy applicable to each type of product.

8. Intellectual property rights

All images, descriptive content, presentation layouts, graphic designs, digital products, pattern files, written content, videos, and resources displayed on the website belong to the lawful rights of use of HuongCraft or related partners. Customers may not copy, republish, modify, commercialize, or unlawfully use them without written approval.

9. Digital products

For digital files, PDF files, patterns, or downloadable materials, customers are entitled to use them within the scope announced by HuongCraft for each product. Any form of re-sharing, resale, public distribution, or unauthorized redistribution is not accepted. Digital product orders, once access has been granted or the file has been downloaded, are non-refundable, except in the case of a serious file defect that HuongCraft cannot remedy.

10. Limitation of liability

HuongCraft is not responsible for damages arising from the customer’s improper use, improper storage, exposing the product to high temperature, humidity, chemicals, sharp objects, strong impact, or repair intervention by a third party. HuongCraft is also not responsible for temporary technical interruptions of the website, payment platforms, shipping units, or third-party tools beyond reasonable control.

11. Right to refuse service

HuongCraft has the right to refuse, suspend, or cancel a transaction if unclear information, abusive behavior, signs of fraud, requests beyond an appropriate scope, or any situation that may create risks to HuongCraft’s business operations, brand reputation, or lawful rights and interests is detected.

12. Changes to the terms

HuongCraft has the right to update or adjust these Terms of Service to suit the operating model, business strategy, product structure, or related management requirements. The latest version published on the website shall be the version in effect.

13. Contact information

For any questions related to the terms, orders, or scope of services, customers are kindly requested to contact HuongCraft through the official contact information published on the website.