PROCEDURES FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS
1. Scope of Application
These Procedures apply to all feedback, requests, and complaints from customers concerning products, orders, delivery, payments, exchanges, returns, refunds, and personal data arising from transactions conducted through the website luvaii.vn.
2. Channels for Submitting Feedback, Requests, and Complaints
Customers may contact the Company through any of the following channels:
- Hotline: 0706676289 (9:00 AM–6:00 PM, Monday to Friday)
- Email: service@butterfly.com.vn
- Zalo Official Account (OA): https://zalo.me/4298103361228158813
- Facebook Fanpage: https://www.facebook.com/profile.php?id=61552664922294
- In person or by post: 3rd Floor, Copac Square Building, No. 12 Ton Dan Street, Xom Chieu Ward, Ho Chi Minh City, Vietnam.
3. Information to Be Provided
To facilitate the review and resolution of a matter, customers should provide the following information:
- Full name;
- Telephone number;
- Order number;
- Details of the feedback, request, or complaint;
- Photographs and/or videos of the product, including the batch or lot number and expiry date shown on the packaging, where applicable; and
- An unboxing video, if the complaint concerns the condition of the goods upon delivery.
4. Resolution Procedures and Time Limits
Step 1 – Receipt and Acknowledgment
The Company will acknowledge receipt of the feedback, request, or complaint within three (03) working days through the same communication channel used by the customer to submit it.
Step 2 – Verification
The Customer Service Department will coordinate with the relevant departments to verify the information within three (03) working days.
Where product testing or verification with the delivery service provider is required, the resolution period may be extended but shall not exceed thirty (30) days. The customer will be informed of the reasons for the extension.
Step 3 – Proposed Resolution
The Company will provide the customer with a proposed resolution, which may include product replacement, a refund, compensation, or an explanation, as appropriate to the circumstances.
For consumer requests to negotiate a resolution, the Company will conduct negotiations within seven (07) working days from the date of receipt of the request. If the Company refuses the request for negotiation, it will provide a written response stating the reasons for the refusal.
Step 4 – Completion and Recordkeeping
The Company will implement the resolution agreed upon by the relevant parties and retain the records relating to the resolution in accordance with applicable requirements.
5. Dispute Resolution Methods
The Company prioritizes resolving disputes through negotiation.
If the parties cannot reach an agreement, they may choose mediation, arbitration, or court proceedings before a competent court in accordance with the laws of Vietnam on the protection of consumers’ rights.
Customers may also submit feedback or complaints to the competent state authorities responsible for protecting consumers’ rights.
6. Commitments
The Company respects customers’ rights and maintains the confidentiality of information relating to feedback, requests, and complaints. The Company does not discriminate against customers on the grounds that they have submitted a complaint and will cooperate with competent authorities when required to do so.
The Company reserves the right to refuse to process feedback, requests, or complaints that contain false information or are submitted for fraudulent or improper gain. The customer will be informed of the reasons for such refusal.
These Procedures take effect on October 6, 2026.
