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
Because coir is a natural and often handcrafted material, slight variations in color, weave, density, texture, thickness, or dimensions may occur from one product to another. These kinds of differences are normal and should not be considered manufacturing defects. Instead, they are part of the natural character of sustainable coir-based products.
1.3 Biodegradability & Lifespan
Coir products are biodegradable and will naturally break down over time when exposed to outdoor conditions such as sunlight, moisture, humidity, rain, soil contact, and regular wear. The expected lifespan of a product may vary depending on how it is installed, how it is used, and the specific environmental conditions in which it is placed.
2. Orders & Acceptance
2.1 Order Confirmation
After you place an order, you may receive an email confirming that your order request has been received. However, receipt of an order confirmation email does not mean that your order has been accepted. Coir VietNam reserves the right to accept, decline, limit, or cancel any order before shipment for lawful reasons, including but not limited to product availability, pricing or listing errors, suspected fraud, or order security concerns.
2.2 Fraud Prevention
To help protect our customers and reduce unauthorized transactions, we use fraud prevention and risk-screening tools provided by Shopify and approved third-party service providers. Orders that are identified as higher risk may be temporarily delayed, placed on hold, or reviewed before approval and shipment.
2.3 Limited Verification
If an order requires additional review, we may request limited, non-sensitive verification information from the customer, such as:
- Confirmation of the billing name or billing address
- Confirmation of the last four digits of the payment card used
- Confirmation of the transaction descriptor shown on the customer’s bank statement
We do not request full credit card numbers, photographs of payment cards, or government-issued identification as part of our standard verification process.
If the requested verification cannot be completed within a reasonable period of time, typically within 24 to 48 hours, we may cancel the order and issue a refund as a security precaution.
3. Pricing & Payment Terms
3.1 Currency
Unless otherwise stated, all prices displayed on the Site are listed in U.S. Dollars (USD).
3.2 Payment Methods
We accept major credit cards, including Visa, Mastercard, and American Express, as well as other payment methods that may be supported through Shopify Payments at checkout.
3.3 Billing Information
You agree to provide current, complete, and accurate billing, payment, and account information for all purchases made on the Site. You are responsible for ensuring that your submitted payment information is valid and authorized for use.
3.4 Taxes & Duties (International Orders)
For international orders, the customer is solely responsible for any applicable import duties, customs charges, value-added taxes (VAT), goods and services taxes (GST), brokerage fees, and any other governmental charges imposed by the destination country. Coir VietNam is not responsible for customs delays, import holds, or other disruptions caused by customs clearance procedures.
4. Shipping, Delivery & Risk of Loss
4.1 Processing Time
Orders are generally processed within 7 to 14 business days. Processing times may be longer for custom-made items, bulk purchases, freight shipments, or orders requiring additional handling, review, or coordination.
4.2 Delivery & Risk of Loss
Risk of loss and responsibility for the products transfer to the customer once the order is handed over to the shipping carrier. Tracking information will be provided for shipped orders when available. Delivery timelines are estimates only and are not guaranteed unless expressly stated otherwise.
4.3 Signature Confirmation
For added protection, signature confirmation may be required for certain shipments, including:
- High-value orders
- Commercial delivery locations
- Orders identified for additional security review
5. Returns, Refunds & Restocking
5.1 Return Eligibility
Unused and unopened items may be eligible for return within 14 days after delivery, subject to the conditions described in these Terms and any applicable return policy published on the Site.
5.2 Condition of Returns
To qualify for return, items must be returned in acceptable condition. Returned products must be:
- Unused
- In their original packaging
- Free from soil, debris, installation marks, damage, or other signs of use or wear
5.3 Restocking Fee
For non-defective returns, including returns based on customer preference or change of mind, a restocking fee of up to 15% may apply. This fee is intended to cover inspection, handling, and processing costs. Any applicable restocking fee will be disclosed before return approval is finalized.
5.4 Non-Returnable Items
The following items are final sale and are not eligible for return or refund:
- Custom-cut or made-to-order products
- Used or installed products
- Products damaged due to misuse, mishandling, or improper installation
5.5 Return Shipping
Unless the return is required because of our error, the customer is responsible for all return shipping costs, including any associated carrier fees.
6. Product Use, Maintenance & Limitations
6.1 Intended Use
Coir Shade Sails and umbrellas are breathable, permeable products intended for shade and passive cooling purposes. They are not waterproof structures and should not be represented, used, or relied upon as roofing systems or water-blocking covers.
6.2 Installation & Weather
We are not responsible for damage caused by improper installation, insufficient support or tensioning, misuse, or exposure to severe or extreme weather conditions, including but not limited to storms, high winds, snow, or hurricanes.
6.3 Mold & Storage
Coir products should be stored in dry, well-ventilated conditions before and after use when applicable. We are not liable for mold, mildew, rot, odor, or product deterioration caused by improper storage, prolonged moisture exposure, or inadequate maintenance.
7. Disputes & Chargebacks
7.1 Dispute Resolution
If a payment dispute, claim, or chargeback is initiated, we may provide relevant order and transaction records to the payment processor, financial institution, or dispute-handling entity. Such documentation may include:
- Proof of payment authorization
- Carrier tracking and delivery confirmation
- Checkout records showing customer consent to the transaction
7.2 Customer Cooperation
Where reasonably possible, customers agree to contact us first and provide an opportunity to resolve the issue before filing a chargeback or payment dispute through their card issuer or bank.
8. Governing Law & Dispute Resolution
These Terms are governed by and shall be construed in accordance with the laws of the State of New York, United States, without regard to its conflict-of-law rules.
Any dispute, claim, or controversy arising out of or relating to these Terms or to purchases made on the Site shall be resolved by binding arbitration, except where such arbitration is prohibited by applicable law. To the fullest extent permitted by law, customers waive any right to participate in class actions, collective actions, or representative proceedings.
9. Changes to These Terms
We reserve the right to modify, update, or replace these Terms at any time in our sole discretion. Any changes will become effective once posted on the Site, unless a different effective date is expressly stated. The “Last Updated” date shown at the top of this page will indicate when these Terms were most recently revised.