Terms & Conditions

Welcome to kienden.com terms and conditions of sale.
These terms and conditions together with our Privacy Policy apply to any products that you may purchase from our website kienden.com or through our mobile app.
Please read all of these terms and conditions carefully before you order any products because by ordering, you agree to be bound by them.
If you do not accept these terms and conditions, you should not order any products from us.
You should print and save a copy of these terms and conditions for your future reference.
  1. Vietnam Consumers Only
  2. Your Personal Details
  3. Age Restrictions
  4. Your Status
  5. How is the Contract Formed between You and Us?
  6. Delivery
  7. Prices and Product Information
  8. Payment
  9. Discounts and Offers
  10. Returns Policy
  11. Our Liability
  12. General
  13. Customer Services
Vietnam Consumers Only

Our website and mobile app are only intended for use by people resident on mainland Vietnam. We are unable to accept orders from people resident in any other countries.
Your Personal Details

You will need to register with us to order our products. You will also need to enter certain details during the "checkout" process.
You will be asked to enter information such as your name, age, address and telephone number. You are responsible for ensuring that all of the information you provide to us is true and accurate.
To ensure that your credit, debit or charge card is not being used without your consent and to verify that you are over 18 years of age (see our "Age Restrictions" section below) we carry out certain identity, credit and fraud checks, including validating the name, age and address and other personal information that you give to us during our registration and "checkout" process. We will use certain third party databases to do so. We reserve the right to change our checks from time to time.
If any problems arise from these checks, we will attempt to contact you (using the contact details you have provided) to discuss this and request additional proof of age, identity or other information to be sent to Customer Services via email (for example, photo ID such as a driving licence or passport). We reserve the right to reject or cancel an order at our discretion at any time if we consider that our checks have not been satisfied in full.
We think it is important that you know exactly what personal details we collect from you and how we look after and use them. This issue is very important to us, so we have set out full details in our Privacy Policy
You are responsible for keeping confidential your username, password and any other information relevant to your access to our website or mobile app.

Age Restrictions

We will not sell products to people under the age of 18.

We are an ethical business and are committed to upholding both our legal and social obligations as a retailer of products. To achieve this position, we have a number of control checks throughout our purchase and delivery process, for example we may ask you to confirm your date of birth when you place an order with us, verify who you say you are through personal identity checks and we will only deliver to somebody who is, in our reasonable opinion, aged 18 or over. Accordingly, when delivering products, if the person accepting the delivery appears to be under the age of 25, we will request photo ID (such as a driving licence or passport) to prove that they are over the age of 18.

It is your responsibility to ensure that the person accepting delivery is over 18 and can demonstrate this to us if challenged. If we are not satisfied that the person accepting delivery is over the age of 18, then we may not hand over your delivery.

Your Status

By placing an order with us, you are confirming to us that:
  1. you are a consumer and are purchasing our products for either personal use or for sale to an end user and/or not modifying & reselling our products to other business.
  2. you are at least 18 years old; and
  3. you are resident on mainland Vietnam.
How is the Contract Formed between You and Us?

Forming the contract

The technical steps required to create a contract between you and us for the delivery of products are as follows:
  • You must select the products you wish to order and a delivery date and timeslot, and then go to our "checkout".
  • You will be guided through the "checkout" process by a series of instructions. If you want to correct any errors you have made, you can use our functionality to go back and remove individual products from your order or empty your trolley and start again.
  • You place an order on our website and our mobile app by clicking the "Order" button at the end of the "checkout" process.
  • We will send you a confirmation email to confirm that your order is being processed by us.
  • At this point, we have accepted your order and a contract is formed between you and us.
The contract will be concluded in Vietnamese and English.
The details of your contract will be held by us. If you require any information about orders you have placed with us, you can contact Customer Services/Sales desk.

Amending your order once you have placed it

Once you order is placed it cannot be amended via the system. You will need to call our sales desk to make any changes.
You may amend or cancel your order at any time before the delivery date by contacting our sales desk. Please see our Return Policy section for further information about cancelling your order after this cut-off time.

We will confirm your booked delivery date and timeslot to you. Unless you have requested not to be contacted by text message, we may also send this reminder by text message to the mobile phone number you have given us when setting up your account.
We will do our best to deliver your order to you in accordance with your booked delivery date and timeslot. However, we cannot always guarantee that we will do so due to factors beyond our reasonable control. If that is the case we will try to contact you as soon as we are able to in order to reschedule your delivery timeslot and date.

It is your responsibility to ensure that someone is available at your delivery address at all times during your booked timeslot. We may require someone to sign for your order on delivery.

We may request that the person taking delivery of your order provides us with identification to help us confirm they have your authorisation to accept delivery of your order. This may include asking to see an item of your photographic identification (such as a passport or driving license) and/or the e-shipping order confirmation.

For reasons of security and food safety, we will not leave your order unattended at your address. We will not normally agree to leave your order with anyone at another address (for example, a neighbor). If we do agree to do so in exceptional cases, this is done at your own risk and we will not be responsible for any losses you may incur as a result, for example, theft, tampering, contamination and the result of any change in temperature in respect of items which need to be kept chilled or frozen.

If your order is returned because we failed to deliver it to your delivery address within your booked timeslot, where we manage to make contact with you and agree a revised delivery date and timeslot, we will redeliver your order to you at no additional cost.
If your order is returned because of something within your control (for example, if there is nobody at your delivery address within your booked timeslot to receive the order, or if the person there cannot satisfy our proof of age requirements) we are entitled to charge you for the delivery charge for that returned delivery.

If you provide us with an incorrect delivery address and your order is signed for by someone else we cannot be responsible for any losses you may incur as a result, for example, theft, tampering, contamination and the result of any change in temperature in respect of items which need to be kept chilled or frozen.

Deliveries are limited to 1 delivery per day per account.

Products are sold by us subject to availability and prevailing market conditions. We may limit the quantities of products (particularly those on special offer) delivered to any one customer if in our opinion the quantity ordered may jeopardize availability for other customers. If we do so, or if products you order are not available to us, we may offer a reasonable substitute. We will identify each substitute item to you on delivery and give you the opportunity to accept or reject each one at that time. If you reject a substitute we will not charge you for it and will return it at our own cost. If you accept a substitute this may affect the price you pay for your order.

You should check your order in full promptly on delivery. If your delivery is incomplete or includes products that you have not ordered, you must notify Customer Service promptly. We will not charge you for any products that you have not received or that you did not order except accepted substitutes.

Prices and Product Information

All of our product prices are exclusive of VAT.

The price of the products and our delivery charges will normally be as quoted on our website or mobile app (whichever you are using) as at the time you use them. There are some exceptions to this position however, as set out below.

If your delivery is subject to a delivery charge, it will be shown to you as a separate charge on our delivery booking page before you confirm your order. Our delivery charges are dependent upon a variety of factors including the value of your order, the date and time of your delivery and your delivery address, and may vary from week to week.

We stock a large number of products and it is always possible that, despite our best efforts, some of the products listed may be incorrectly priced. If a product’s correct price is less than our stated price, we will charge the lower amount. If a product’s correct price is higher than our stated price, we will notify you when we deliver that product to you and you can choose whether you want to accept or reject the relevant product. If you reject the product we will not charge you for it and will return it at our own cost. If you accept it, we will charge the correct price.

Product Information

The product information contained on our website has been published in good faith and we will do our best to ensure that it is accurate. However, occasionally, it may be incorrect, incomplete or out of date due to human error or circumstances beyond our control. Where information is incorrect due to an error or circumstances beyond our control, we reserve the right not to accept your order for the affected products, or if your order has already been accepted, not to supply the affected products to you. We will notify you if this is the case and will not charge you for the product.

Colors and appearances of products on computer, tablet or mobile device screens may vary slightly and may not accurately reflect actual products delivered. Product specifications may change from time to time which means that, if the specification has changed in the meantime, the information displayed on our website when you place an order may not reflect the product you receive.


All payments are cash on delivery. We do not accept debit/credit cards.

Discounts and Offers

We may offer discounts and offers from time to time at our discretion, for example "Buy One Get One Free" offers. All discounts and offers are subject to the relevant products being available to us and in stock when we pick your order for delivery. We reserve the right to amend or terminate any discount or offer at any time without notice (but this will not affect any orders that we have already accepted).

We will always stipulate an expiry date for a discount or offer, which may be linked to the date of acceptance or delivery of an order. In such cases, to qualify your order must be accepted or delivered before the relevant expiry date.
Return Policy
The products you sent to me were defective

We are under a legal duty to supply products that are in conformity with this contract and each product is sold subject to its product description which can be found on the relevant page for that product.

If you think that any product you have received does not match its description, is not of satisfactory quality, does not meet any relevant guarantee we have made, or is otherwise faulty or defective, then in the first instance please contact Customer Services who will do their best to assist you. We reserve the right to ask you to send us reasonable evidence of any product affected by such issues.

We will refund to you the cost of any product affected by such issues. You must notify us of any such issues before the expiry of the "use by", "best before" or "BBE" date stamped on the product.

Where we give you a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.

Our Liability

If we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the products and other losses that you suffer as a result of our failure to comply which are a foreseeable consequence of such failure.
Nothing in these terms and conditions excludes or limits our liability for:
  1. death or personal injury caused by our negligence;
  2. fraud or fraudulent misrepresentation;
  3. liability which may not be limited or excluded by law;
  4. defective products under the Consumer Protection Act Decree; or
  5. any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.

Neither we nor you will be responsible if we are unable to perform our obligations under the contract due to events which are genuinely beyond your or our reasonable control (as applicable).
Nothing under the contract shall give rights to any person who is not a party to it or otherwise.
We revise our terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that a contract is formed between you and us (as set out above).
These terms are governed by Vietnam law.

Customer Services

If you have any questions or complaints, please contact our Customer Services team on (+84) 08 6262 1438 between the hours of 8.00 am to 6.00 pm every day of the week.
Alternatively, please send us an email at info@kienden.com
Information About Us
We operate our website http://www.kienden.com. Our full legal name is Kien Den Trading Company Limited. We are a limited liability company in Vietnam.
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