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REQUESTS AND COMPLAINTS1. Purpose and scope of application 2. Channels for submitting a request 3. Information to be provided 4. Resolution procedure   5. Resolution times     6. Principles of resolution

REQUESTS AND COMPLAINTS

 
1. Purpose and scope of application

Brand K Vina undertakes to receive and resolve all feedback, requests and complaints from Customers relating to the goods and services supplied on the gif2box.vn website promptly, transparently and in accordance with the law.

This policy applies to all Customers, partners and users of the Brand K Vina website.

2. Channels for submitting a request

Customers may submit feedback, requests or complaints through any of the following channels:

2.1 Support hotline: 0987861697, from 8:00 a.m. to 5:00 p.m., Monday to Friday, excluding public holidays and Tet (Lunar New Year).

2.2 The contact form in the Contact section of the gif2box.vn website. 

2.3 By email: sales@brandkorea.vn.

2.4 In person or in writing at the company office during office hours at: 3rd Floor, Lot C299, Phu My Thuong Urban Area, My Thuong Ward, Hue City, Vietnam.

3. Information to be provided

So that your request can be handled quickly and accurately, please provide the following:

3.1. Your full name and the telephone number and/or email address used to place the order;

3.2. The order code, order date or transaction reference (if any);

3.3. The substance of your feedback, request or complaint;

3.4. Any relevant documents, records, photographs, videos or other evidence (if any);

3.5. The specific outcome you are seeking.

Where the information provided is incomplete, Brand K Vina will contact you to request further details within 2 business days of receipt. The absence of certain information does not deprive you of your right to complain, but it may affect the time taken to process the matter.


4. Resolution procedure  

Step 1 - Receipt of the request. As soon as feedback or a complaint is received, Brand K Vina will acknowledge receipt and notify the customer accordingly.

Step 2 - Verification and clarification. The Customer Service team works with the relevant departments to check the information, cross-check the order and transaction records, and contact the Customer for clarification (if needed). Where necessary, Brand K Vina will ask the customer to return the product for inspection; all delivery costs are borne by us where the fault lies with the product or with us.

Step 3 - Proposal of a resolution. Brand K Vina will inform the Customer of the outcome of its verification and of the specific course of action proposed (apology, rectification, exchange or return, refund, or compensation as agreed or as provided for by law).

Step 4 - Implementation and closure. Once the parties have agreed on a course of action, Brand K Vina will carry it out and confirm to the customer that the matter is closed.


5. Resolution times   

  • Acknowledgement of receipt: within 1 business day of receiving the feedback.
  • Standard processing time: 3-7 business days, depending on the nature of the matter.
  • Where additional time is needed to verify matters with a third party (courier, bank or supplier), Brand K Vina will keep the customer informed of the progress of the case.


 6. Principles of resolution

  • All feedback is received and handled objectively, transparently and in accordance with the applicable rules.
  • The personal information of the complainant is kept confidential in accordance with our Privacy Policy.
  •  No charge of any kind is made for receiving and resolving a complaint.
  • Priority is given to negotiation and conciliation in a spirit of good faith, so as to safeguard the lawful rights of consumers.
  • Should the processing time be exceeded, Brand K Vina will notify the reasons and the expected date of completion. 
  • Where the parties are unable to reach agreement, the matter will be resolved in accordance with the laws of Vietnam.