1. Order Process

Order Confirmation:

• Orders are only confirmed when KINRYU receives a deposit payment from the customer.
• Specific product requirements (product code, quantity, size, special features, etc.) must be clearly stated in the contract or KINRYU's ordering system.

Order Processing Time:

• Orders will be processed and ordered from Japanese suppliers within 4 working hours after receiving the deposit payment.

For cases arising outside of working hours, customers need to contact customer service for support.

2. Payment Policy

Deposit:

• Pay 30% of the order value in advance to confirm the order.
• For orders with a value greater than 200 million VND or requiring direct payment to the supplier, a deposit of 100% of the order value is required.

Payment for the next stage:

• 60% of the order value must be paid after the goods are ready to be shipped from Japan.
• The remaining 10% will be paid when the customer receives the goods and fully confirms the quality and quantity according to the contract.

Payment method:

• KINRYU supports payment via bank transfer or other methods as agreed. All payments must be confirmed by the company's accounting department.

3. Delivery time

E-commerce retail goods:

• Hanoi warehouse: 48 hours (excluding Saturdays and Sundays).
• Ho Chi Minh warehouse: 48 hours (excluding Saturdays and Sundays).

Official goods:

• Road transport: 5-7 days in Hanoi, 8-12 days in Ho Chi Minh City.
• Sea transport: 5-20 days in Hanoi, 10-30 days in Ho Chi Minh City (depending on the agreement).

(Note: Time may vary depending on actual shipping and customs clearance conditions.)

4. Cargo insurance policy

Basic insurance:

• Customers are insured for 100% of the value of the goods in case of loss when purchasing an insurance package.
• Insurance fee: 2% of the order value (optional when ordering).

In case of no insurance purchase: In case of loss, KINRYU will refund 50% of the value of the goods or 5 times the international shipping fee (calculated according to the lower value).

5. Complaint settlement policy

Customers can submit complaints within 7 working days from the date of receipt of the goods.

Cases supported for settlement:

• Goods are not as ordered.
• Goods are damaged during transportation (if insurance is purchased).

The customer service department will receive and handle complaints according to the policies of the supplier and KINRYU.

6. Order liquidation policy

The order will be liquidated if, after 45 days from the date of notification of goods arrival, the customer does not pay the remaining amount. KINRYU will not refund the deposit in case of order liquidation.