ONLINE CUSTOMER SUPPORT POLICY
1. Support Channels
- Hotline: 0706676289 – For product consultations, order inquiries, and complaints.
- Email: service@butterfly.com.vn – For written requests, invoices, and personal data-related inquiries.
- Zalo Official Account (OA): https://zalo.me/4298103361228158813
- Facebook Messenger: https://www.facebook.com/profile.php?id=61552664922294
2. Support Hours
Monday to Friday, from 9:00 AM to 6:00 PM, excluding public holidays and Lunar New Year holidays.
Messages and emails received outside support hours will be responded to on the next working day.
3. Response Times
- Zalo/Messenger messages: Within two (02) working hours.
- Email inquiries: Within one (01) working day.
- Complaints: Handled in accordance with the Procedures for Receiving and Resolving Feedback, Requests, and Complaints.
4. Scope of Support
The Company provides support for the following matters:
- Product selection and instructions for use;
- Guidance on placing orders and making payments;
- Order status inquiries;
- Assistance with returns, exchanges, refunds, and electronic invoice issuance; and
- Receiving customer feedback and suggestions.
5. Security Notice
Luvaii Vietnam provides customer support exclusively through the official channels listed above.
The Company will never ask customers to disclose their passwords or one-time passwords (OTPs), or to transfer money to a personal bank account.
Please remain vigilant against fraudulent websites, impersonation accounts, and other unauthorized channels.
This Policy takes effect on October 6, 2026.
