Terms of Service

These terms apply to every EXTRIM service: in store, via extrim.vn, Zalo OA, Facebook, our hotline and our pickup and delivery service.

You accept these terms, the Warranty Policy and the Privacy Policy by doing any one of the following:

• ticking the consent box when booking on our website;
• confirming the intake slip in store;
• receiving an electronic receipt (Zalo/SMS) linking to this document and not objecting within 24 hours.

Limitations of liability (Sections 07 and 08) are summarised in The essentials at the top of this page and in the receipt message, so you know them before any work begins.

Definitions

Quotes based on photos or online descriptions are estimates. The final quote is confirmed after a technician inspects the item in person.

The price is the one in force when the order is confirmed; later price-list changes do not affect it.

Standard turnaround follows our current price list, counted from when EXTRIM has received all items and confirmed the service, excluding pickup and delivery time. For 24–48 hour priority service, the priority fee is refunded if EXTRIM misses the deadline through its own fault.

Before handing over your items, please

• remove all personal belongings (Section 05);
• tell us if an item is worth VND 10,000,000 or more, is a limited edition, an antique or of special sentimental value (Section 8.5);
• describe the service you want and any previous repairs or treatments you know of.

Intake photos

EXTRIM photographs the condition of each item from the main angles (top, bottom, both sides, toe, heel, or the equivalent for bags), stored against the item code with an automatic timestamp.

Receipt

After intake, EXTRIM sends a receipt (Zalo/SMS message or intake slip) listing items, services, price, due date and a link to the intake photos. Please check it and reply within 24 hours if anything is incorrect. After that, the receipt and intake photos are the reference for each item's original condition.

Additional work

If inspection reveals damage beyond the original description, EXTRIM quotes the extra work and only proceeds once you confirm by message. If we cannot reach you within 24 working hours, we complete the originally agreed scope only.

Services with technical risk

For colour changes, colour restoration, custom work, de-yellowing old shoes, suede or exotic leathers, vintage items or aged synthetic (PU) leather, EXTRIM sends a specific risk notice and only proceeds once you confirm by message. Risks notified and confirmed are not subject to compensation.

Limits of results

Results depend on the material, age and starting condition of each item. EXTRIM performs the agreed service but does not promise a factory-new result. The following are material characteristics, not service faults:

• yellowing may return over time as materials oxidise;
• suede may shift slightly in tone after cleaning;
• peeling PU leather and ageing rubber or foam cannot be fully restored.

Illustrative photos

Before/after photos on our website and ads show real results of specific orders; they are not a promise of the same result for every item.

Right to decline or stop

EXTRIM may decline or stop work if an item risks irreparable damage, the request exceeds our technical capability, information provided is inaccurate, or there are signs of unlawful activity. If work stops midway, you pay only for the work completed.

No authentication

EXTRIM does not verify authenticity. Accepting an item is not confirmation of its origin.

You are responsible for removing all belongings before handover: cash, cards, documents, jewellery, keys, electronics and anything of value.

If we find belongings, EXTRIM photographs and seals them, notifies you by your registered phone number and keeps them in a locked area for 7 working days. After that they are returned with your items or stored under Section 07.

EXTRIM is not responsible for undeclared belongings left inside items.

Ready message

When your order is complete and ready, our system automatically messages your registered phone number to arrange pickup or delivery.

Store pickup

Our staff inspect the items with you at the counter: appearance, cleanliness and accessories (laces, insoles, dust bags, boxes). Once you confirm and leave the store, EXTRIM cannot accept reports about issues visible to the naked eye at handover. Please raise any concerns with our staff in store. Faults that cannot be seen at pickup are handled under the Warranty Policy.

Delivery

When delivery succeeds, EXTRIM sends a delivery confirmation message (with an invitation to share feedback) to your registered number. That message time is the handover time. You have 48 hours from then to report any issue, with complete photos and an uninterrupted unboxing video. We compare your report with the after-service photos, packing photos and delivery data to resolve it with you.

Receiving on your behalf

Delivery to a person at the address you provided (family member, receptionist, security guard) counts as successful delivery.

Partial delivery

Each item has its own handover time, based on the day that item is delivered.

Failed delivery

If you refuse delivery or cannot be reached after 2 attempts, items return to the store and are stored under Section 07. Redelivery fees are yours.

Responsibility in transit

For deliveries arranged by EXTRIM, EXTRIM is responsible to you under Section 08 and deals with the courier itself. If you ship through a carrier of your choice, that carrier is responsible during transport.

When storage starts and fees

Storage time counts from when EXTRIM sends the ready message (Section 6.1) or contacts you to arrange delivery. After a failed delivery (Section 6.6), it counts from the day the items return to the store.

EXTRIM may retain items until service and storage fees are paid in full.

If you have not collected or arranged delivery after 90 days despite the reminders in Section 7.1, you agree that the items are deemed abandoned. EXTRIM may recycle, donate or sell them without any obligation to compensate. Any proceeds offset outstanding service and storage fees. Failed contact because your registered number is wrong, blocked or unanswered does not pause this period.

Special items (Section 8.5) are never processed automatically: after day 90 EXTRIM sends a final notice and acts only 30 days after it.

No storage fee applies for any delay in delivery caused by EXTRIM.

Principle

Where EXTRIM is at fault, we fix it first, free of charge. Compensation applies only when an item is lost or damaged beyond repair.

Conditions for compensation

All of the following must apply:

1. The item was lost or damaged while in EXTRIM's care (from intake to handover), through handling by EXTRIM or a courier arranged by EXTRIM.
2. The damage is not recorded in the intake photos and receipt (Section 03).
3. You reported it within the time limits in Section 06 (at the counter or within 48 hours) and filed a written claim (Zalo OA or email) within 7 days of reporting. For lost items: within 7 days of the scheduled delivery date.
4. You are the lawful owner of the item.
5. None of the exclusions in Section 8.6 apply.

Compensation levels

Actual residual value = purchase price on a valid invoice or receipt × condition factor. Without proof of purchase: the used-market price of an equivalent model. If the purchase date cannot be established: a 30% factor applies.

• Partial damage that cannot be fully repaired: compensation for the agreed loss in value, within the limits above.
• Items whose origin cannot be proven or that show signs of being non-authentic: Standard level only, even if a value was declared.

Declared value

• Maximum declared value is VND 20,000,000; declaring more does not increase compensation.
• Declare before work begins, with photos and an invoice or receipt if available. EXTRIM may decline or propose an adjustment if the declared value does not reflect market prices.
• The declared value fee is non-refundable once work has started.

Special items

Items worth VND 10,000,000 or more, limited editions, antiques, heirlooms or items you declare as rare. You must declare them before handover. EXTRIM prepares a special intake record (full photos, condition description, confirmed by both sides) and may decline if the risk exceeds our technical capability. The VND 20,000,000 cap per case still applies: for items worth more, please consider this before using our services. Sentimental value is not compensated.

When EXTRIM does not compensate

• Damage already shown in the intake photos.
• Natural wear or the material limits in Section 4.3.
• Risks notified and confirmed by you under Section 4.2.
• Issues arising after handover; undeclared belongings; items past the storage period (Section 7.3).
• Incorrect information you provided (address, recipient, item condition).
• Force majeure (Section 11).

EXTRIM is not liable for indirect losses such as missed events, travel costs, sentimental value or business opportunities.

We accept cash, bank transfer/QR and Care-Pass balance. Full payment is due before store pickup, or on receipt of a delivery.

Orders over VND 5,000,000, or orders requiring special materials (such as made-to-order soles), may require a 30–50% deposit.

Cancellation

If we miss a deadline through an operational fault, you receive free pickup and delivery for that order or a benefit on your next order; we confirm the exact benefit when we notify you of the delay.

Personal data is handled under our Privacy Policy. Your registered phone number is used for receipts, progress updates, warranty and storage reminders via Zalo/SMS; your address is shared with delivery partners only as needed.

Item photos are kept for at least 24 months for warranty and dispute purposes. EXTRIM may use item photos (without personal information) in its portfolio and communications; you can opt out at any time with one message.

EXTRIM does not send promotional messages to customers who have opted out.