1. Purpose

Website viinriic.com always places customer rights and interests first. We establish a mechanism for receiving and resolving feedback, requests, and complaints to ensure that all customer opinions are fully received, handled transparently, and responded to within a reasonable period in accordance with applicable laws.

This policy applies to all customers who make purchases or use services on the viinriic.com website.

2. Methods for Receiving Feedback, Requests, and Complaints

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

Website: viinriic.com

Hotline: 0901 982 607

Email: ngocquyen@viinriic.com

Online contact form on the website: “Contact” or “Customer Support” page.

Receiving Address (if applicable):
KAVR EXIM CO.,LTD

30/9C Street No. 19, Quarter 9, Binh Hung Hoa Ward, Ho Chi Minh City, Vietnam

Customers are requested to provide the following information:

• Full name:
• Phone number:
• Email;
• Order number (if applicable):
• Details of the feedback, request, or complaint:
• Related images, videos, or documents (if applicable).

3. Procedure for Receiving and Processing Requests

Step 1. Receiving Information

Immediately after receiving feedback or a complaint from a customer, the Customer Service Department will record the information and check whether the submitted information is complete.

If the information is incomplete, the customer will be requested to provide additional information to facilitate the processing of the request.

Step 2. Verification

The website will:

• Check the order information;
• Cross-check transaction data;
• Check the delivery status;
• Work with the delivery provider or relevant departments, if necessary.

Step 3. Initial Response

After receiving all necessary information, we will send a confirmation that the request has been received and inform the customer of the expected resolution method.

Step 4. Resolution

Depending on each case, the website may:

• Provide explanations and information;
• Support product returns and exchanges;
• Provide refunds, if eligible;
• Arrange replacement or supplementary delivery;
• Adjust order information;
• Or apply other appropriate solutions in accordance with the website’s policies.

Step 5. Closure

Once the matter has been resolved, the website will notify the customer of the outcome by phone, email, or the registered contact method.

4. Response Time

Type of Request	Initial Response Time	Expected Processing Time
Product Consultation	Within 24 business hours	Within the same day
Order Confirmation	Within 24 hours	1 business day
Product Quality Feedback	Within 24 hours	3–7 business days
Delivery Complaint	Within 24 hours	3–5 business days
Return/Exchange Request	Within 24 hours	3–7 business days
Refund	Within 24 hours	5–10 business days (depending on the payment method)
Other Complaints	Within 24 hours	No more than 15 business days (except in cases of force majeure)

In cases where additional time is required for verification, we will proactively notify the customer.

5. Measures to Support Resolution

To ensure quick and accurate resolution, the website applies the following measures:

• Storing transaction and order history;
• Managing processing status through the system;
• Checking payment data;
• Cross-checking information with the delivery provider;
• Receiving images, videos, and supporting documents from customers;
• Providing support by phone, email, and online forms;
• Coordinating between relevant departments to resolve matters as quickly as possible.

6. Customer Rights and Obligations

Customers are responsible for:

• Providing truthful and accurate information;
• Cooperating during the verification process;
• Not abusing the policy for personal gain or fraudulent purposes.

The website reserves the right to refuse to process cases involving:

• Incorrect or inaccurate information;
• Insufficient grounds for verification;
• Signs of fraud or violations of the law.

7. Contact Information

Website: viinriic.com

Hotline: 0901 982 607

Email: ngocquyen@viinriic.com