As part of its e-commerce activity, ALOUANE, a brand operated by CÔNG TY TNHH LOUH SAIGON, offers products for sale on the website https://shop.alouane.net (hereinafter the “Site”).
Sales are made exclusively to consumers, defined as natural persons acting for personal use and not for commercial or professional purposes.
These General Terms and Conditions of Sale (“GTCS”) govern all relations between ALOUANE – operated by CÔNG TY TNHH LOUH SAIGON and customers (hereinafter the “Customer”), including access to the Site, product presentation, ordering, payment, delivery and after-sales service.
ALOUANE – a brand operated by CÔNG TY TNHH LOUH SAIGON
124 Dien Bien Phu, Da Kao Ward
Ho Chi Minh City, Vietnam
For any information, request or complaint, the Customer may contact customer service at: eleonore@alouane.net
Access to and use of the Site are the responsibility of the Customer.
The Customer is solely responsible for the use of the information and content available on the Site.
ALOUANE reserves the right to suspend or restrict access to the Site at any time for maintenance, updates or technical reasons.
The products offered for sale are those displayed on the Site at the time of ordering, subject to availability.
Product descriptions, texts, photographs and illustrations are provided for informational purposes only and do not form part of a contractual commitment.
Colors and visual appearance may vary depending on screens, lighting or display settings.
Due to the handmade and artisanal nature of ALOUANE decorative products (including textiles, ceramics and home decor items), slight variations in color, size, texture or finish may occur. These variations are inherent to the production process and cannot be considered as defects.
Products are offered while stocks last.
In the event of unavailability after order confirmation, the Customer will be informed by email and may choose between a refund or a replacement product of equivalent value.
No compensation may be claimed in the event of product unavailability.
Prices are indicated in Vietnamese Dong (VND), all taxes included, excluding delivery costs.
ALOUANE reserves the right to modify prices at any time.
The applicable price is the one displayed on the Site at the time the order is placed.
7.1 Order Process
To place an order, the Customer selects the desired products and adds them to the cart.
The Customer must then provide accurate delivery information, accept these GTCS and proceed to payment.
7.2 Order Confirmation
The order is considered final once payment has been confirmed.
An order confirmation email will be sent to the Customer.
ALOUANE reserves the right to refuse or cancel any order in the event of payment issues, fraud suspicion or previous disputes.
Payments are made exclusively online using the payment methods available on the Site.
Payment validation constitutes acceptance of the order and these GTCS.
Delivery is available within Vietnam only.
Delivery methods, delays and costs are displayed on the Site at the time of order and are expressed exclusively in VND.
Indicative delivery times are provided for information purposes only and may vary due to circumstances beyond ALOUANE’s control.
ALOUANE shall not be held responsible for delivery delays caused by incorrect address information provided by the Customer or force majeure events.
Upon receipt of the order, the Customer must check the condition and conformity of the products.
Any claim relating to damage or non-conformity must be sent by email to eleonore@alouane.net within a reasonable time after delivery, with supporting photos.
The Customer has a period of fourteen (14) days from the day following receipt of the order to notify ALOUANE of their intention to return a product.
Returned products must be unused, intact, in their original packaging and with original labels attached.
Return shipping costs and risks are borne by the Customer.
Return Address:
ALOUANE – operated by CÔNG TY TNHH LOUH SAIGON
188A5/10 Nguyen Van Huong Street
Thao Dien, Ho Chi Minh City, Vietnam
Refunds will be processed within fourteen (14) days after receipt and inspection of the returned products.
Certain ALOUANE products may be custom-made or personalized upon customer request.
Personalized or custom-made items cannot be returned, exchanged or refunded, except in the case of a proven manufacturing defect.
By confirming the order, the Customer expressly accepts the final and non-returnable nature of personalized products.
Exchanges are subject to product availability and are only accepted for non-customized items.
The Customer must contact eleonore@alouane.net before returning any item for exchange.
Shipping costs related to exchanges are borne by the Customer.
Products benefit from applicable legal guarantees under Vietnamese law.
Guarantees do not cover:
● Damage caused by misuse or improper handling by the Customer
● Normal wear and tear
● Variations inherent to handmade and artisanal products
ALOUANE’s liability is strictly limited to the value of the product concerned.
ALOUANE shall not be held liable for delays or failures resulting from events beyond its control, including force majeure, supplier issues, carrier delays or technical problems.
In all cases, ALOUANE’s liability is limited to the total amount of the order.
Personal data collected is necessary for order processing and customer relations.
ALOUANE – operated by CÔNG TY TNHH LOUH SAIGON – undertakes to respect the confidentiality of Customer data and not to disclose it to third parties, except where required for order fulfillment or by law.
The Customer has the right to access, modify or delete their personal data by contacting eleonore@alouane.net.
All content on the Site (texts, images, logos, designs) is the exclusive property of ALOUANE – operated by CÔNG TY TNHH LOUH SAIGON.
Any reproduction or use without prior written authorization is strictly prohibited.
These General Terms and Conditions are governed by the laws applicable in Vietnam.
Any dispute relating to their interpretation or execution shall fall under the exclusive jurisdiction of the competent courts of Ho Chi Minh City.