Complaints and Suggestions Policy

We always strive for your complete satisfaction. If you encounter any issue or have a suggestion to improve our services, we are here to listen and resolve the problem as quickly as possible and with high professionalism.

1. Complaint Submission Channels

Via the Complaints Submission Page; or through:

2. Processing Timeline

• Acknowledgment: We respond by confirming the receipt of the complaint within 24 business hours.
• Initial Resolution: We aim to resolve 90% of complaints within 3 business days.
• Maximum Duration: In complex cases, a final resolution is reached within a maximum of 14 days.

3. Escalation Mechanism

If you are not satisfied with the outcome of your complaint, you have the right to resort to the competent authorities (such as the Ministry of Commerce) if a resolution is not reached.

4. Required Information

To ensure prompt service, please provide the following when submitting a complaint:

• Order number (if available).
• A clear description of the issue.
• Contact phone number.
• Any supporting photos or documents.