Complaint resolution policy

BOO Décor is always responsible for receiving and handling Customer complaints related to transactions on the e-commerce site  www.boodecor.vn. When complaints or disputes arise, BOO Décor prioritizes negotiation and mediation between the parties in order to maintain the relationship and Customers' trust in the quality of BOO Décor's services.

The complaint process follows these steps:

Step 1: Customers with complaints about goods or services purchased on the e-commerce site boodecor.vn can submit them via:

• Sending an email to: boodecors@gmail.com; or
• Calling the Hotline 0963.350.560; or 0356.290.151

Step 2: The BOO Décor customer care department will receive complaints and contact the Customer to clarify their requests as soon as possible and within no more than five (05) working days from the date the request is received. Depending on the nature and severity of the matter, BOO Décor will take specific measures to help the Customer resolve the complaint or dispute.

Step 3: BOO Décor may ask the Customer to provide information and evidence related to the transaction or product in order to verify and clarify the matter and determine an appropriate course of action.

Step 4: If BOO Décor has made efforts to resolve the complaint or dispute but the matter exceeds BOO Décor's capacity and authority, the Customer may bring the case to the competent State authority for resolution in accordance with the law.

The parties, including the Sales Partner/Product Manufacturer and the Customer (the buyer), play an important role and are responsible for actively resolving the matter. The Sales Partner/Manufacturer is responsible for providing documents, papers and other evidence to prove and clarify information related to the matter causing a conflict for the Customer. When requested, BOO Décor will provide information related to the Buyer and the Sales Partner/Manufacturer if the Customer or that Sales Partner/Manufacturer (involved in the dispute) agrees, or to the extent permitted by law.

BOO Décor respects and strictly implements legal regulations on protecting Customers' rights. Therefore, for any product deviation caused by the fault of the Sales Partner/Manufacturer, the Sales Partner/Manufacturer must adequately compensate the Customer on the basis of an agreement with the Customer.

Any dispute, complaint or conflict arising from or related to transactions on the Website or these Terms and Conditions will be resolved through negotiation, mediation, arbitration and/or the Courts in accordance with the 2010 Law on Protection of Consumer Rights, Chapter 4 on the Settlement of disputes between consumers and organizations or individuals trading in goods and services.