RETURNS & EXCHANGES POLICY
1. Definitions
For the purposes of this Returns & Exchanges Policy:
1.1. “Agreement” means the contractual relationship formed when the Customer places an Order on the Digital Properties, including all applicable Site Policies.
1.2. “Claim” means a request submitted by the Customer under this Returns & Exchanges Policy for a Replacement Product under the terms of this Returns & Exchanges Policy.
1.3. “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.
1.4. “Customer”, “you”, and “your” means any User that purchases Products or services through the Digital Properties.
1.5. “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.
1.6. “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 Returns & Exchanges Policy.
1.7. “Exchange” means the return of a Product in order to receive a Replacement Product under the terms of this Returns & Exchanges Policy.
1.8. “Order” means a completed purchase transaction submitted through the Digital Properties, including Products, shipping services, and any add-on services.
1.9. “Product” and “Products” means any goods offered for sale by the Company through the Digital Properties.
1.10. “Purchase Date” means the calendar date on which payment for the Order is successfully processed.
1.11. “Refund” means a monetary reimbursement.
1.12. “Replacement Product” means a Product issued by the Company under an approved Claim.
1.13. “Return” means the process of sending a Product back to the Company under this Policy.
1.14. “Restocking Fee” means the fee charged to cover the costs of inspecting, sanitising, repackaging, and returning an item to inventory. The Restocking Fee is calculated as a percentage of the Product’s advertised price.
1.15. “Site Policies” means, collectively, the Extended Purchase Warranty Policy, Privacy Policy, Returns & Exchanges Policy, Shipping Policy, and the Terms & Conditions.
2. Acceptance of Terms
2.1. We provide Returns and Exchanges in accordance with this Returns & Exchanges Policy, and by purchasing Products through our Digital Properties, you agree to follow this Returns & Exchanges Policy.
3. Background
3.1. You may Exchange your Product for a different Product within 30 calendar days after the Purchase Date.
3.2. We do not offer Refunds for returned Products unless you purchased a valid Extended Purchase Warranty. Please refer to our Extended Purchase Warranty Policy for details.
4. Limitations and Exclusions
Please note the following exceptions to this Returns & Exchanges Policy:
4.1. This Returns & Exchanges Policy applies only to Products purchased directly through our Digital Properties. It does not apply to Products purchased through third-party sellers, retailers, resellers, other ecommerce platforms, marketplaces, event booths, or separate custom or wholesale agreements. In those cases, the applicable third-party or separate agreement will govern.
4.2. Exchange requests submitted more than 30 calendar days after the Purchase Date will not be accepted.
4.3. Exchange requests may only be submitted by the original Customer who purchased the Product.
4.4. The following Products are not eligible for return or exchange:
(a) Samples, promotional items, giveaway items, and prizes;
(b) Limited-edition Products;
(c) Discounted Products;
(d) Products marked as final sale;
(e) Replacement Products;
(f) Products showing signs of wear, use, misuse, contamination, alteration, or damage (other than Manufacturing Defects), including visible marks, stains, scuffs, tears, piling, stretching, or strong odours;
(g) Products returned without the original packaging, tags, labels, inserts, or protective wrapping; and
(h) Products with tags or labels that are cut, removed, altered, marked, or damaged.
5. Exchanges
Subject to stock availability, you may Exchange an eligible Product for:
5.1. A different size of the same Product. We will honour the original purchase price even if the current advertised price has increased. If the current advertised price has decreased, no credit or Refund will be provided for the difference.
5.2. Another Product of equal or lower value. No credit or Refund will be provided for any difference in price.
5.3. Another Product of greater value. In this case, you must pay the difference in price.
6. Fees
Unless you purchased a valid Extended Purchase Warranty, you are responsible for the following fees for all Returns and Exchanges:
6.1. Any price difference between your returned Product and the Replacement Product, if the Replacement Product is of higher value. If the Replacement Product is of equal or lesser value, no additional payment is required.
6.2. All shipping costs, including the cost of returning the Product to us and shipping the Replacement Product to you.
6.3. All duties, taxes, tariffs, customs fees, and other charges imposed outside of Vietnam. We only cover applicable taxes within Vietnam.
6.4. A 12.5% Restocking Fee applies to all returned Products.
7. Exchange Process
To initiate an Exchange, please follow these steps:
(a) Reply to your order confirmation email or contact us at shop@harara.run with details of the Product(s) you wish to exchange.
(b) We will respond with an email outlining applicable fees* and return instructions. Please review and confirm the details before proceeding.
(c) Once confirmed, we will send payment instructions for all applicable fees.
(d) You’ll receive a return shipping label via email. Please print and attach it to your package.
(e) Package the Product securely, including all original packaging, tags and labels, and send the package using the provided shipping label.
(f) We will process your replacement order within 10 business days after confirming that the returned Product is in its original condition and includes all original packaging, tags, and labels.
*Note: Customers who purchased a valid Extended Purchase Warranty are eligible for one (1) free Refund or Exchange within 30 days of purchase. In such cases, we will cover the Restocking Fee and all shipping costs.
8. Language Versions
8.1. This Returns & Exchanges Policy may be translated into languages other than English for convenience purposes only.
8.2. If there is any inconsistency between the English version and a translated version of this Returns & Exchanges Policy, the English version will prevail.
9. Governing Law
9.1. This Returns & Exchanges Policy 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.
10. Dispute Resolution
10.1. Any Dispute shall first be resolved through good faith informal negotiations between the Parties.
10.2. 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.
10.3. The arbitration shall be conducted in English, and the arbitral award shall be final and binding.
10.4. Any notice and procedural requirements set out in the Terms & Conditions or this Privacy Policy shall apply to dispute resolution, to the extent not inconsistent with the applicable MCAC Arbitration Rules.
11. Relationship to Site Policies and Entire Agreement
11.1. This Returns & Exchanges Policy forms part of the Agreement together with the following Site Policies:
(a) Extended Purchase Warranty;
(b) Returns & Exchanges Policy;
(c) Shipping Policy; and
(d) Terms & Conditions
11.2. For the avoidance of doubt, the Site Policies are incorporated into and form part of the Agreement.
11.3. In the event of any inconsistency between this Returns & Exchanges Policy and the Terms & Conditions, the Terms & Conditions shall prevail to the extent of the inconsistency.
11.4. The Agreement constitutes the entire agreement between the Parties relating to its subject matter of this Returns & Exchanges Policy, and supersedes all prior or contemporaneous discussions, negotiations, representations, warranties, communications, and understandings, whether oral or written, relating to that subject matter.
12. Policy Changes
12.1. We reserve the right to modify or update this Returns & Exchanges Policy from time to time.
12.2. If we make material changes to this Returns & Exchanges Policy, we will provide notice by posting the updated version on the Digital Properties or by other reasonable means.
12.3. We may update the “Last updated” date displayed at the beginning of the Returns & Exchanges Policy to reflect the date of any modification or update.
12.4. Unless otherwise required by applicable law, material changes to this Returns & Exchanges Policy will take effect 30 calendar days after notice is provided. Your continued access to or use of the Digital Properties after the effective date of the revised Returns & Exchanges Policy constitutes your acceptance of the revised terms.
12.5. Notwithstanding the foregoing, changes required for legal compliance, fraud prevention, security, or operational necessity may take effect immediately upon posting where permitted by applicable law.
12.6. If you do not agree to the revised Returns & Exchanges Policy, you must stop using the Digital Properties before the changes take effect.
13. Contact Information
13.1. For any inquiries concerning this Returns & Exchanges Policy or for submitting Exchange requests, please contact us at:
(a) Requests to exchange Products: 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
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