1. Scope of Complaints

We accept customer complaints related to the following issues:

• Delayed delivery

• Missing items

• Wrong items delivered

• Damaged or defective products caused during shipping

• Packaging process

• Attitude and behavior of sales staff

Note: Complaints related to orders must be supported by valid evidence as specified below.

2. Complaint Timeframe

• Customers must submit complaints within 48 hours from the time of receiving the order.

• Complaints submitted after this period may be rejected.

3. Complaint Channels

Customers may submit complaints through our official channels:

• Facebook: (Facebook link)

• Zalo: (Zalo link)

• Hotline: (phone number)

These channels are available via popup icons at the bottom-right corner of the website.

4. Required Evidence for Order-Related Complaints

For complaints related to delivery issues, missing items, wrong items, or defective products, customers are required to provide:

• An unedited unboxing video, recorded continuously from:

  • The package being fully sealed and intact

  • No cutting, editing, or interruption

• Order ID

• Shipping / tracking number

• Additional images may be requested for further verification if necessary.

Complaints without a valid unboxing video will not be processed.

5. Complaint Resolution Methods

Once a complaint is verified as valid, we may apply one or more of the following solutions:

• Product replacement

• Sending missing items

• Refund (full or partial, depending on the case)

The final resolution method will be communicated directly to the customer.

6. Response Time

• We commit to responding within 24 hours after receiving all required information and evidence.

7. Cases Where Complaints May Be Rejected

We reserve the right to refuse complaint handling in the following cases:

• Complaints submitted after the allowed timeframe

• Insufficient or invalid evidence provided

• Edited or incomplete unboxing videos

• Complaints unrelated to our products or services