Skip to content
EXTRIM.VN

Policy · EXTRIM

Warranty Policy

Our warranty is how EXTRIM stands behind its craftsmanship. If a technical fault caused by EXTRIM appears within the warranty period, we redo the work with labour and materials fully free of charge.

Version 2026.10Published 27 September 2026Effective 4 October 2026EXTRIM JOINT STOCK COMPANY · Tax code 0314138383

The essentials in 30 seconds

48 hours
To check and report on cleaning and care results
60 days
Craftsmanship warranty: adhesive, stitching, paint, Vibram
14 days
Adhesive warranty for Sole sole protectors
24 hours
Response to warranty requests (working hours)

01Warranty period by service

The period starts at the handover time (Section 02). Service groups follow our current price list.

Shoe cleaning & care — deep cleaning, suede spa, luxury spa, dress shoes, heels, boots, sandals

Period
48 hours
Covered
Remaining dirt, uneven treatment, faults only visible after pickup (water marks once dry, odour)
Not covered
Items worn after pickup; new dirt

Bag, backpack & luggage cleaning / spa

Period
48 hours
Covered
As for shoe cleaning
Not covered
As for shoe cleaning

Yellowing & mould removal

Period
48 hours
Covered
Stains not treated as agreed
Not covered
Yellowing that returns over time as materials oxidise

Nano water-repellent coating

Period
48 hours
Covered
Application faults: streaks, blotches, surface discolouration
Not covered
Repellency naturally decreasing with use

Colour restoration painting (sole, upper, custom mix) · Leather restoration · Custom

Period
60 days
Covered
Paint peeling, flaking or fading unevenly under normal use
Not covered
Scuffs or chips from impact or heavy abrasion; fading from sun, sweat or chemicals

Repair & reinforcement — full sole regluing, edge reinforcement, toe/heel repair, upper stitching, court sole overlay

Period
60 days
Covered
Adhesive failure or broken stitching done by EXTRIM
Not covered
Original stitching or glue not done by EXTRIM; loads beyond design; outsole wear

Sole replacement · Heel tip replacement

Period
60 days
Covered
Adhesive failure, seam separation
Not covered
Sole wear, heel tip wear

Vibram protector (single area or full sole)

Period
60 days
Covered
Natural adhesive failure
Not covered
Wear, loss, holes or tears in the Vibram layer

Sole protector (3M, Gel)

Period
14 days
Covered
Natural adhesive lifting
Not covered
Wear, loss, holes or tears in the protector

Small detail gluing

Period
Not covered

02Handover — when the warranty starts

Store pickup

Handover time
When you confirm receipt at the counter

Delivery

Handover time
When EXTRIM sends the delivery confirmation message to your registered phone number

Partial delivery

Handover time
Counted per item, from the delivery date of that item

No paper receipt is needed: your registered phone number is enough to look up the order, item photos and warranty dates at track order.

03Warranty conditions

A warranty request is accepted when all of the following apply:

  1. It is within the warranty period in Section 01.
  2. The order can be found by order code or registered phone number.
  3. The fault concerns work performed by EXTRIM.
  4. The item has not been repaired, chemically treated elsewhere or self-treated after pickup.
  5. The item has been used and stored appropriately (Section 04).
  6. For 48-hour services: the item has not been worn or used since pickup.

04What is not covered

Natural wear

Examples
Sole and protector wear; fading from sun, sweat or friction; peeling synthetic (PU) leather; ageing rubber and foam midsoles

Unsuitable use

Examples
Wading through water or floods; intense sport with repaired or re-soled items (except court sole overlays made for sport — adhesive still covered, wear is not); overloading or overstretching bags

Unsuitable storage

Examples
Direct sun or places above 50°C; damp, mouldy spaces; contact with petrol, oil or bleach; folding or crushing leather

External damage

Examples
Impact, cuts, animal bites; repairs or treatments elsewhere after pickup

Force majeure

Examples
Natural disasters, fire, flooding, accidents

Disclosed limitations

Examples
Material risks EXTRIM notified and you confirmed before work began

05How to make a warranty claim

Contact us on 1900-633-916 or WhatsApp +84 859 999 185 (for English-speaking customers without a Vietnamese number) with your order code or phone number, a description and clear photos or video

Step
1
Timing
Within the warranty period

EXTRIM screens the request against the after-service photos stored for each item

Step
2
Timing
Within 24 working hours

The item returns to EXTRIM for in-person inspection. For eligible cases EXTRIM contributes VND 50,000 towards two-way pickup and delivery

Step
3
Timing
By appointment

EXTRIM confirms the outcome: free warranty repair, paid repair (quoted first) or refusal with written reasons

Step
4
Timing
Within 2 working days of receiving the item

We carry out the work, send photos for your confirmation, then hand the item over

Step
5
Timing
48-hour services: 1–3 days · 60-day services: 3–7 working days (complex cases up to 10)

Requests made within the period keep their rights even if the inspection happens after the expiry date.

06After the warranty

  • Second warranty: an item repaired under warranty receives a new 30-day warranty for the same work, from the handover of the warranty repair.
  • Return offer: within 60 days after the warranty ends, the same service on the same item is 30% off. Looked up by the original order; not combinable with other offers.

07Our commitments

  • A response to every warranty request within 24 working hours.
  • A clear explanation of the cause with comparison photos; every refusal comes with written reasons.
  • Warranty jobs are scheduled ahead of regular orders.
  • You can view the intake and after-service photos of your items at track order.

08Frequently asked questions

I no longer have my receipt. Am I still covered?

Yes. We look up your order by your registered phone number.

I had my shoes worked on elsewhere after EXTRIM. Is the warranty still valid?

No. Once another party has worked on the item we can no longer determine technical responsibility, so the warranty ends.

I wore my freshly cleaned shoes for a few days and they got dirty. Can you redo them for free?

No. The 48-hour warranty applies to items not worn since pickup. After-service photos are stored per pair so both sides can compare.

My Vibram protector wore down after a few weeks. Is that covered?

No. Vibram (60 days) and Sole (14 days) coverage is for natural adhesive failure only; wear depends on use.

09General provisions

  • This policy forms part of our Terms of Service. On warranty matters, this policy prevails.
  • It applies to orders received from the effective date. Earlier orders follow the version in force when the order was received; any benefits in this version that are more favourable to you apply from the publication date.
  • Changes are published on this page with a version code and take effect 7 days after publication.
  • Nothing in this policy limits your rights as a consumer under Vietnam's Law on Protection of Consumer Rights 2023.

This English text is provided for convenience. If it differs from the Vietnamese version, the Vietnamese version prevails.

Questions about this policy?

We reply within 24 working hours. WhatsApp is for English-speaking customers without a Vietnamese phone number.

Call 1900-633-916WhatsApp +84 859 999 185

Version history

  • Version 2026.10 — current