COMPLAINT POLICY

At Toan Trung , customer satisfaction is always our top priority. If any problems arise during the purchase or use of the product, please make a complaint according to the steps below for quick and effective support.

1. Scope of complaint

Customers have the right to complain in the following cases:

• The product has a technical error from the manufacturer.
• The product does not match the description or order information.
• The product was damaged during transportation.
• Customer service is unsatisfactory.

2. Time to receive complaints

• Complaints are received within 07 days from the date of receipt.
• For products with technical errors, the time for receiving complaints will depend on the product's warranty period.

3. How to complain

You can submit complaints through the following channels:

• Hotline: 0918.771.713 or 0909 784 800
• Email: toantrungco@gmail.com
• Directly at the office: 31 Street 18, Phu Tho Hoa Ward, Ho Chi Minh City

When submitting a complaint, please provide the following information so we can assist you as quickly as possible:

• Full name, phone number and contact email address.
• Order code or product information.
• Images or videos illustrating product defects (if any).
• Detailed content about the problem encountered.

4. Complaint processing time

• Toan Trung will respond to complaints within 24 hours of receiving the information.
• Complaint processing time is expected to be within 3 – 7 working days , depending on the complexity of the issue.

5. Complaint resolution plan

• Exchange for a new product if the product has a technical defect due to the manufacturer.
• Warranty support or repair according to current warranty policy.
• Advice and specific explanation if the complaint is not within the scope of resolution.

In case you want to receive further information about your order, please contact Hotline: 0918.771.713 or 0909 784 800