EXTENDED PURCHASE WARRANTY POLICY
1. Definitions
For the purposes of this Extended Purchase Warranty Policy:
1.1. “Agreement” means the contractual relationship formed when the Customer purchases Extended Purchase Warranty through a Digital Property as set out in this Extended Purchase Warranty Policy and all applicable Site Policies.
1.2. “Business Day” and “Business Days” means any day other than a Saturday, Sunday, or public holiday in Vietnam.
1.3. “Carrier” means any third-party logistics provider, postal service, shipping company, or courier engaged to deliver an Order.
1.4. “Carrier Investigation” means the formal inquiry conducted by the Carrier to determine the status, location, condition, or final disposition of a shipment, including internal tracking reviews, route verification, loss or damage assessments, and any required declarations or documentation. A Carrier Investigation is considered complete once the Carrier issues a written or electronic determination.
1.5. “Claim” means a request submitted by the Customer under this Policy for a Replacement Product or Refund due to loss, Carrier theft, or damage of a Product during transit, or for a return or exchange within the applicable period, in each case subject to this Policy’s terms, conditions, exclusions, and required evidence.
1.6. “Company”, “we”, “us”, and “our” means Soyon (Vietnam) Company Limited, including its subsidiaries, affiliates, officers, directors, employees, agents, and authorised representatives. Harāra is a brand owned and operated by the Company.
1.7. “Customer” and “Customers” means any User that purchases Products or services through the Digital Properties.
1.8. “Delivery” means the moment the Carrier records the shipment as delivered to the Ship-to Address in its tracking system, or obtains a delivery confirmation such as a signature, photographic evidence, or delivery scan. Delivery is deemed to occur even if the shipment is received by another person at the Ship-To Address or deposited at a designated drop-off point authorised by the Carrier.
1.9. “Digital Property” and “Digital Properties” means website, ecommerce store, social media account, platform, application, software, API, digital channel, or other online service or presence that is operated or controlled by the Company and which the Company markets, sells, distributes, or supports its Products or services, including without limitation https://harara.run/ and official Harāra social media accounts operated by the Company.
1.10. “Dispute” means any dispute, controversy, or disagreement arising out of or relating to the rejection, handling, processing, or outcome of a Claim, or otherwise arising out of or relating to this Policy.
1.11. “Exchange” means the return of a Product in order to receive a Replacement Product under this Policy.
1.12. “Exchange Claim” means a Claim submitted under this Policy in which the Customer returns an unused, eligible Product in order to receive a Replacement Product, subject to this Policy’s conditions, exclusions, and evidence requirements.
1.13. “Extended Purchase Warranty” means the optional add-on coverage available at checkout, as described in this Policy.
1.14. “Extended Purchase Warranty Fee” means the fee paid by the Customer at checkout to purchase the Extended Purchase Warranty for an Order, as displayed during the checkout process and recorded in the Order confirmation.
1.15. “Loss” or “Lost Shipment” means a shipment formally declared lost by the Carrier, or one with no tracking updates for at least 15 Business Days.
1.16. “Manufacturer Defects” means inherent defects in materials, workmanship, or construction arising from the manufacturing process, and not caused by misuse, wear, improper storage, or external factors.
1.17. “Order” means a completed purchase transaction submitted through the Digital Properties, including Products, shipping services, and any add-on services.
1.18. “Party” means either the Company, or the Customer or User individually, and “Parties” means both the Company, and the Customer or User collectively.
1.19. “Policy” means this Extended Purchase Warranty Policy.
1.20. “Product” and “Products” means any goods offered for sale by the Company through the Digital Properties.
1.21. “Product Defects” means any non–manufacturing faults present in a Product at the time of Delivery that make the Product unsafe or materially impair its intended use, including, without limitation, damage, malfunction, or irregularities not caused by the Customer and not arising from transit-related damage.
1.22. “Proof of Purchase” means the documentation confirming the Customer’s purchase of the Product, including the original order confirmation email, receipt, invoice, payment confirmation, or any other record acceptable to the Company that verifies the Product, Customer, purchase date, and the amount paid.
1.23. “Purchase Date” means the calendar date on which payment for the Order is successfully processed.
1.24. “Refund” or "Refunds" means a monetary reimbursement issued in accordance with this Policy.
1.25. “Replacement Product” means a Product issued by the Company under an approved Claim.
1.26. “Return” means the process of sending a Product back to the Company under this Policy.
1.27. “Return for Refund Claim” means a Claim submitted under this Policy in which the Customer returns an unused, eligible Product in order to receive a Refund of the Product price paid (excluding non-refundable fees), subject to this Policy’s conditions, exclusions, and evidence requirements.
1.28. “Ship-To Address” means the delivery address supplied by the Customer at checkout.
1.29. “Site Policies” means, collectively, the Extended Purchase Warranty Policy, Privacy Policy, Returns & Exchanges Policy, Shipping Policy, and the Terms & Conditions.
1.30. “Transit Damage” means physical damage sustained by a Product while in the custody of the Carrier during shipment, including visible structural or packaging damage resulting in damage to the Product, and leaks causing permanent damage or discolouration.
1.31. “User”, “you”, and “your” means any individual or legal entity that accesses, uses, interacts with, or purchases Products or services through the Digital Properties.
2. Acceptance of Terms
2.1. By purchasing Extended Purchase Warranty, you agree to be bound by this Policy.
2.2. If you do not agree to this Policy, you must not purchase Extended Purchase Warranty from us.
3. Background
3.1. Subject to this Policy, the Extended Purchase Warranty provides coverage for:
(a) Lost Shipment Claims;
(b) Transit Damage Claims; and
(c) either one Exchange Claim or one Return for Refund Claim per eligible Order, but not both.
3.2. A single Claim may apply to multiple eligible Products within the same Order.
4. Eligibility
4.1. Extended Purchase Warranty is available only for eligible Orders placed directly through the Digital Properties.
4.2. Extended Purchase Warranty may only be purchased at checkout and cannot be added to an Order after purchase.
4.3. Extended Purchase Warranty may be purchased for eligible pre-orders and backorders. However, where fulfilment or shipment occurs more than 30 calendar days after the Purchase Date, certain coverage benefits under this Policy may expire before the Product is shipped or delivered.
4.4. The Customer acknowledges that for pre-orders or backorders shipped more than 30 calendar days after the Purchase Date, some or all coverage benefits under this Policy may expire before shipment or delivery occurs.
4.5. Customers must comply with this Policy and all applicable Site Policies to remain eligible for coverage under the Extended Purchase Warranty.
5. Coverage Period
5.1. Extended Purchase Warranty becomes effective once payment for the applicable Order has been successfully processed.
5.2. Unless otherwise expressly stated in this Policy, coverage under the Extended Purchase Warranty expires 30 calendar days after the Purchase Date, regardless of the shipment or delivery date.
6. Transferability
6.1. This Extended Purchase Warranty is non-transferable and applies solely to the Customer who purchased it in connection with the original Order. It may not be sold, assigned, gifted, or otherwise transferred to any third party.
7. Coverage: Lost Shipments
7.1. Customers that purchased Extended Purchase Warranty may submit one (1) Lost Shipment Claim per eligible Order within 30 calendar days of the Purchase Date.
7.2. Subject to this Policy, coverage for a Lost Shipment Claim includes:
(a) Carrier investigation costs;
(b) the provision of Replacement Product(s); and
(c) shipping costs for Replacement Product(s).
7.3. A shipment will be considered lost only if:
(a) the Carrier formally declares the shipment lost; or
(b) no tracking updates are recorded for at least 15 Business Days.
7.4. Delivery will be deemed completed in accordance with the definition of Delivery in Clause 1.8.
7.5. Where Carrier tracking records or other delivery confirmation indicate that Delivery has occurred, but the Customer claims that the shipment was not received, the Customer must fully cooperate with the Company and any Carrier Investigation, including by providing any requested information, declarations, or supporting evidence.
7.6. The Company may rely exclusively on the findings and determinations of the Carrier Investigation when assessing a Lost Shipment Claim. No Replacement Product or Refund will be issued until the Carrier Investigation is complete.
7.7. Replacement Product(s) will, where available, be of the same Product model and size originally purchased. If unavailable, the Customer may select:
(a) a different size of the same Product model;
(b) an equivalent Product of equal or lesser value; or
(c) a Refund in accordance with Clause 12.1.
8. Coverage: Transit Damage
8.1. Customers that purchased Extended Purchase Warranty may submit one (1) Transit Damage Claim per eligible Order within 30 calendar days of the Purchase Date.
8.2. Subject to this Policy, coverage for a Transit Damage Claim includes:
(a) Carrier Investigation costs;
(b) return shipping costs to the Company’s designated return location;
(c) inspection and restocking costs;
(d) the provision of Replacement Product(s); and
(e) outbound shipping costs for Replacement Product(s).
8.3. Transit Damage Claims are limited to damage occurring while the Product is in the custody of the Carrier during shipment.
8.4. The Company may determine, acting reasonably and based on available evidence, whether damage constitutes Transit Damage, a Product Defect, a Manufacturer Defect, customer-caused damage, or damage otherwise excluded under this Policy.
8.5. Replacement Product(s) will, where available, be of the same Product model and size originally purchased. If unavailable, the Customer may select:
(a) a different size of the same Product model;
(b) an equivalent Product of equal or lesser value; or
(c) a Refund in accordance with Section 10.
9. Coverage: Exchanges
9.1. Customers that purchased Extended Purchase Warranty may submit one (1) Exchange Claim per eligible Order within 30 calendar days of the Purchase Date.
9.2. Subject to this Policy, coverage for an Exchange Claim includes:
(a) return shipping costs to the Company’s designated return location;
(b) inspection and restocking costs;
(c) the provision of Replacement Product(s); and
(d) outbound shipping costs for Replacement Product(s).
9.3. Subject to availability, the Customer may exchange an eligible Product for:
(a) the same Product in a different size;
(b) another Product of equal or lesser value; or
(c) another Product of greater value, subject to payment of the price difference.
9.4. An Exchange Claim is not available where a Return for Refund Claim has already been submitted or approved for the same Order.
9.5. Replacement Product(s) will, where available, be provided in accordance with the Customer’s selected exchange option under Clause 9.3.
10. Coverage: Return for Refund
10. Coverage: Returns for Refund
10.1. Customers that purchased Extended Purchase Warranty may submit one (1) Return for Refund Claim per eligible Order within 30 calendar days of the Purchase Date.
10.2. Subject to this Policy, coverage for a Return for Refund Claim includes:
(a) return shipping costs to the Company’s designated return location;
(b) inspection and restocking costs; and
(c) a Refund for the eligible returned Product(s) in accordance with Clause 12.1.
10.3. A Return for Refund Claim is not available where an Exchange Claim has already been submitted or approved for the same Order.
11. Exclusions
11.1. Coverage under this Policy does not apply to:
(a) Claims submitted outside the applicable notice periods or coverage periods set out in this Policy;
(b) Claims submitted more than 30 calendar days after the Purchase Date;
(c) Transit Damage, Product Defect, or Manufacturer Defect Claims reported more than 72 hours after Delivery;
(d) Carrier Theft Claims reported more than 72 hours after alleged Delivery;
(e) loss, delay, failed delivery, or additional costs arising from incorrect, incomplete, inaccurate, or undeliverable delivery information provided by the Customer;
(f) shipments that are refused, unclaimed, undeliverable, or not collected by the Customer;
(g) customs delays, seizures, holds, destruction, or other actions resulting from non-payment, prohibited items, regulatory issues, or non-compliance with applicable laws or customs requirements;
(h) theft, loss, or damage occurring after Delivery, including theft from the delivery location or weather-related damage occurring after Delivery;
(i) shipments confirmed as delivered by the Carrier to the Ship-To Address, including where received by another person at that address or left at a delivery location authorised by the Carrier;
(j) Products showing signs of wear, use, misuse, contamination, alteration, or damage not caused during transit;
(k) Products returned without original packaging or required materials in accordance with this Policy;
(l) Products with tags or labels that are cut, removed, altered, marked, or damaged;
(m) samples, promotional items, giveaway items, prizes, limited-edition Products, discounted Products, or Products sold as final sale;
(n) any Claim that exceeds the coverage limitations expressly stated in this Policy; and
(o) loss, damage, delay, non-delivery, or other issues arising from events described in Section 20 (Force Majeure).
12. Non-Refundable Fees
12.1. The following amounts are non-refundable under this Policy:
(a) the Extended Purchase Warranty Fee;
(b) shipping fees paid at checkout;
(c) payment processing fees, including bank, credit card, and card-processing fees;
(d) customs duties, import taxes, or similar charges imposed outside Vietnam; and
(e) amounts paid for Products already replaced under an approved Claim.
12.2. Except as required by applicable law, Extended Purchase Warranty is non-cancellable and non-refundable after purchase.
13. Claim Process
13.1. To submit a Claim under this Policy, the Customer must comply with the notification requirements and other applicable obligations set out in this Policy.
13.2. The Claim process is as follows:
(a) The Customer must contact the Company by replying to the Order confirmation email or by emailing shop@harara.run;
(b) the Company will provide instructions regarding any required documentation, evidence, return procedures, or additional verification requirements; and
(c) after the Company completes its eligibility review, any required verification or investigation processes, and where applicable receives and inspects returned Product(s), the Company will use reasonable efforts to process the applicable Replacement Product or Refund within 10 Business Days.
14. Refund Payments
14.1. Refunds for Orders originally paid in VND will be issued in VND.
14.2. Refunds for Orders originally paid in currencies other than VND may be issued in USD or another currency determined by the Company or the applicable payment processor.
14.3. Where currency conversion applies, the exchange rate and conversion method used by the payment processor or financial institution at the time the Refund is processed shall apply.
14.4. The Company is not responsible for any currency conversion differences, exchange-rate fluctuations, bank charges, or payment processing fees arising from a Refund.
15. Customer Obligations
15.1. As a condition of coverage under this Policy, the Customer must notify the Company of:
(a) any alleged Transit Damage within 72 hours after Delivery;
(b) any alleged Product Defects or Manufacturer Defects within 72 hours after Delivery;
(c) any alleged Carrier theft within 72 hours after alleged Delivery;
(d) any suspected Lost Shipment as soon as reasonably practicable and no later than 30 calendar days after the Purchase Date; and
(e) any request for an Exchange or Return for Refund within 30 calendar days after the Purchase Date.
15.2. The Customer must provide the following information or evidence in support of a Claim, where applicable:
(a) for Carrier theft Claims, a copy of the relevant police report;
(b) for Transit Damage Claims, photographs or videos showing the alleged damage and packaging condition;
(c) for Product Defect or Manufacturer Defect Claims, photographs or videos showing the alleged defect; and
(d) any additional information, declarations, Proof of Purchase, or supporting evidence reasonably requested by the Company.
15.3. The Customer must preserve and, where requested by the Company, return all original packaging and related materials, including:
(a) product boxes and/or sleeves;
(b) uncut tags;
(c) labels;
(d) inserts; and
(e) protective wrapping.
15.4. Failure to comply with this section may result in denial of coverage or rejection of the applicable Claim.
16. Company Verification Rights
16.1. The Company may request information or evidence reasonably necessary to assess a Claim, including:
(a) photographs or videos of alleged damage;
(b) written declarations or explanations from the Customer;
(c) Carrier Investigation reports or delivery records;
(d) police reports relating to alleged Carrier theft;
(e) return of the Product for inspection; and
(f) Proof of Purchase or proof of identity.
16.2. The Company may deny a Claim where:
(a) the Claim falls outside the applicable coverage period or otherwise does not qualify under this Policy;
(b) the Customer fails to provide requested information or evidence within a reasonable period after request;
(c) the Company reasonably suspects fraud, abuse, or dishonest conduct relating to the Claim;
(d) returned Products are not returned with original packaging, uncut tags, labels, inserts, or protective materials required under this Policy;
(e) returned Products show signs of wear, use, damage, alteration, contamination, or misuse; or
(f) the Customer submits repetitive or abusive Claims under this Policy.
17. Subrogation and Salvage
17.1. If the Company provides a Replacement Product or Refund under this Policy, the Company may pursue recovery from any responsible third party, including the Carrier. To the extent of the Replacement Product or Refund provided, the Customer assigns to the Company any rights or claims relating to the applicable loss or damage, and agrees to provide reasonable cooperation with any recovery efforts.
17.2. Where the Company has provided a Replacement Product or Refund under this Policy, the Customer shall not seek or obtain duplicate recovery from any third party for the same loss or damage to the extent already compensated by the Company.
17.3. Any Product recovered after a Replacement Product or Refund has been issued, or any amounts recovered by the Company relating to the compensated loss or damage, shall belong to the Company.
18. Limitations of Liability
18.1. Except as expressly stated in this Policy or required under applicable law, Products and Replacement Products are provided without any additional warranties, guarantees, or representations.
18.2. To the fullest extent permitted by applicable law, the Company shall not be liable for any indirect, incidental, consequential, special, exemplary, punitive, or enhanced damages or losses arising out of or relating to the Extended Purchase Warranty, this Policy, or any related Product or service, including without limitation any loss of income, profits, revenue, business, business opportunities, savings, anticipated savings, data, goodwill, reputation, enjoyment, or performance, even if the Company has been advised of the possibility of such damages.
18.3. To the fullest extent permitted by applicable law, the Company’s total aggregate liability arising out of or relating to this Policy shall not exceed the total amount actually paid by the Customer for the affected Product(s) that are the subject of the applicable Claim.
18.4. Nothing in this Policy excludes or limits any liability that cannot be excluded or limited under applicable law, including liability for fraud, fraudulent misrepresentation, or intentional misconduct to the extent such liability cannot legally be excluded or limited.
19. Indemnity
19.1. You agree to indemnify and hold harmless the Company from and against any losses, liabilities, damages, costs, and expenses (including reasonable legal fees and expenses) arising out of or relating to:
(a) any fraudulent, false, misleading, or dishonest Claim submitted under this Policy;
(b) any intentional misrepresentation made in connection with a Claim; or
(c) your breach of this Policy.
20. Force Majeure
20.1. Extended Purchase Warranty does not cover, and the Company is not liable for, any loss, damage, delay, non-delivery, or failure to perform arising from events beyond the Company’s reasonable control, including:
(a) acts of God;
(b) floods, fires, earthquakes, explosions, or other natural disasters;
(c) wars, invasions, hostilities (whether war is declared or not), terrorist acts or threats, insurrections, insurgences, civil unrests, riots, or similar disturbances;
(d) laws, regulations, restrictions, sanctions, government orders, or other actions imposed by governmental authorities;
(e) embargoes or blockades;
(f) national, regional, or public emergencies;
(g) strikes, labour disputes, labour stoppages, slowdowns or other industrial disturbances;
(h) epidemics, pandemics, disease outbreaks, public health emergencies, or similar health-related events;
(i) shortages, disruptions, or failures relating to transportation, electricity, utilities, telecommunications infrastructure, or essential supplies;
(j) supply chain disruptions; or
(k) any other events or circumstances beyond the reasonable control of the Company.
21. Data Usage
21.1. All personal data collected in connection with the Extended Purchase Warranty, including information provided in support of Claims, is processed in accordance with the Privacy Policy.
21.2. The Customer acknowledges and agrees that the Company may collect, use, store, and disclose such personal data as reasonably necessary for the purposes of administering the Extended Purchase Warranty, including processing Claims, verifying eligibility, preventing fraud or abuse, and fulfilling obligations under this Policy.
21.3. By purchasing the Extended Purchase Warranty and submitting a Claim, the Customer consents to such data processing in accordance with the Privacy Policy.
22. Language Versions
22.1. This Policy may be translated into languages other than English for convenience purposes only.
22.2. We do not represent or warrant the accuracy, completeness, reliability, or correctness of any translated version of this Policy.
22.3. In the event of any inconsistency, ambiguity, discrepancy, or conflict between the English version and any translated version of this Policy, the English version shall prevail and shall be the controlling and legally binding version.
22.4. All interpretation, enforcement, and dispute resolution relating to this Policy shall be conducted by reference to the English version.
23. Statutory Consumer Rights
23.1. Nothing in this Policy excludes, restricts, or limits any rights or remedies that cannot be excluded or limited under applicable law, including applicable consumer protection laws.
23.2. The Extended Purchase Warranty provides additional benefits that operate alongside any rights or remedies available under applicable law.
24. Governing Law
24.1. The Agreement shall be governed by and construed in accordance with the laws of the Socialist Republic of Vietnam, without regard to any conflict of laws principles.
25. Severability
25.1. If any provision of this Policy is held to be void, invalid, illegal, or unenforceable by a court of competent jurisdiction or under any applicable law, regulation, or rule, that provision shall be deemed severed or modified to the minimum extent necessary to make it valid and enforceable. The remaining provisions of this Policy shall remain in full force and effect.
26. No Waiver
26.1. No failure or delay by either Party in exercising any right or remedy under this Policy shall operate as a waiver of that right or remedy.
26.2. Any waiver of a breach of any provision of this Policy shall not constitute a waiver of any prior, concurrent, or subsequent breach of the same or any other provision.
27. Dispute Resolution
27.1. Any Dispute shall first be resolved through good faith informal negotiations between the Parties.
27.2. If the Dispute cannot be resolved through informal negotiations, it shall be finally and exclusively resolved by arbitration administered by the Middle Commercial Arbitration Center (“MCAC”) in Danang City, Vietnam, in accordance with the applicable MCAC Arbitration Rules.
27.3. The arbitration shall be conducted in English, and the arbitral award shall be final and binding.
27.4. Any notice and procedural requirements set out in the Terms & Conditions or this Policy shall apply to dispute resolution, to the extent not inconsistent with the applicable MCAC Arbitration Rules.
28. Relationship to Site Policies and Entire Agreement
28.1. This Policy forms part of the Agreement together with the following Site Policies:
(a) Privacy Policy;
(b) Returns & Exchanges Policy;
(c) Shipping Policy; and
(d) Terms & Conditions
28.2. For the avoidance of doubt, the Site Policies are incorporated into and form part of the Agreement.
28.3. In the event of any inconsistency between this Policy and the Terms & Conditions, the Terms & Conditions shall prevail to the extent of the inconsistency.
28.4. The Agreement constitutes the entire agreement between the Parties relating to its subject matter of this Policy, and supersedes all prior or contemporaneous discussions, negotiations, representations, warranties, communications, and understandings, whether oral or written, relating to that subject matter.
29. Policy Changes
29.1. The Company may amend or update this Policy from time to time.
29.2. If the Company makes material changes to this Policy, it will:
(a) post the updated Policy on the applicable Digital Properties;
(b) update the “Last updated” date at the top of this Policy; and
(c) where appropriate, provide notice by email or other reasonable means before the changes take effect.
29.3. Any updated Policy will apply only to Extended Purchase Warranty purchased after the effective date of the revised Policy.
29.4. For Extended Warranties purchased before the effective date of any revised Policy, the version of the Policy in effect on the Purchase Date will continue to apply for the duration of the applicable coverage period, except where:
(a) the change is required by applicable law;
(b) the change is administrative or clarifying in nature and does not materially reduce the Customer’s rights; or
(c) the Customer expressly agrees in writing to the revised Policy.
30. Contact Information
30.1. For any enquiries or communications relating to this Policy:
(a) Claims: shop@harara.run
(b) Policy questions and legal notices (including Dispute correspondence): legal@harara.run
(c) Postal correspondence (legal notices only):
Soyon (Vietnam) Company Limited
Attn: Legal Officer
28 Thanh Luong 20
Hoa Xuan Ward
Danang City, 550000
Vietnam
- Choosing a selection results in a full page refresh.