Complaint Handling Policy

This policy sets out how we receive and resolve feedback, requests and complaints relating to use of the platform, to transactions, and to the goods or services we provide.

1How to reach us

You may send feedback, a request or a complaint through:

• CÔNG TY CP TẬP ĐOÀN UK MASTER
• Address: 11/5 Street No. 5, Quarter 16, Binh Hung Hoa Ward, Ho Chi Minh City
• Telephone: 08534.77687
• Email: thayungkhiem@gmail.com

2What to include

So that we can check and resolve the matter smoothly, please provide:

• Your full name and contact details;
• The order number or transaction details, if any;
• The substance of your feedback, request or complaint;
• Photographs, video, invoices, receipts or other relevant documents, if any.

3How we receive and handle it

Step 1: You send us the information through one of the published channels.

Step 2: We confirm receipt within one working day of receiving the information.

Step 3: We check the information and the transaction records, and ask for further documents if needed.

Step 4: We propose a resolution and inform you of the outcome by telephone, email or the contact method you gave us.

Step 5: Both parties confirm the outcome. Where agreement is not reached, the parties continue to discuss the matter or follow the dispute resolution procedure provided by law.

4Expected resolution time

We give a first response within one working day of receiving feedback, a request or a complaint.

Expected resolution time by type of matter:

• Requests for information, account, access or technical support: 1 to 3 working days;
• Matters concerning orders, payment, delivery or service provision: 3 to 5 working days;
• Complaints concerning quality, exchange or refund: 3 to 7 working days from receipt of all necessary information;
• Complex matters, or matters requiring coordination with a third party: no more than 15 working days. We will tell you the reason and the expected time to resolve it.

5How we help resolve the matter

Depending on the case, we may take the following steps:

• Check the order, transaction and platform records;
• Request or help you gather relevant documents, photographs and receipts;
• Coordinate with the delivery, payment or technical provider, or another party involved;
• Correct information, supplement or exchange goods, restore a service, refund, or apply another suitable remedy;
• Retain information and documents for the purposes of resolving the matter;
• Cooperate with the competent state authority where required, or where signs of a breach of law appear.
• Resolution is based on the information and documents provided by the parties, on the transaction records, and on the relevant provisions of law.