COMPLAINT RESOLUTION PROCEDURE
Last Updated: August 11, 2026
PROCEDURE FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS
a) Methods for Receiving Feedback, Requests, and Complaints
Customers can submit feedback, requests, or complaints through one of the following methods, which includes at least one online contact method:
- Email (online): support@salonease.vn
- Hotline/Zalo: 028 3547 1411
- Business/Store Address: 307/12 Nguyen Van Troi, Tan Son Hoa Ward, Ho Chi Minh City, Vietnam
For prompt processing, customers are advised to provide:
- Full name;
- Contact phone number and email;
- Content of feedback, request, or complaint;
- Relevant images, videos, invoices, or supporting documents (if any).
b) Sequence and Procedures for Receiving and Processing Feedback, Requests, and Complaints
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Step 1: Submission of Feedback, Request, or Complaint
Customers submit information via one of the above methods and provide necessary documents proving the feedback content. -
Step 2: Reception and Confirmation
Salonease.vn records the information and confirms receipt of the request via email, phone, or the contact channel used by the customer. -
Step 3: Information Verification
We proceed to verify:- Order information;
- Electronic transaction history;
- Payment vouchers;
- Shipping information;
- Service status;
- Warranty and return policies, and related documents.
When necessary, we may request customers to provide additional information or coordinate with shipping carriers, manufacturers, warranty centers, or relevant partners for verification.
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Step 4: Proposal of Resolution Plan
After verification, Salonease.vn will notify a suitable resolution plan, which may include:- Explanation or information provision;
- Order adjustment;
- Service exchange;
- Warranty or repair;
- Refund;
- Technical support;
- Other corrective measures under company policy and legal regulations.
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Step 5: Execution and Completion
After both parties agree on the resolution plan, Salonease.vn executes exchange, warranty, refund, or corresponding support measures and notifies the customer of the final result.
c) Initial Response Timeline and Estimated Resolution Duration
Initial Response Time
Within 24 business hours from receipt of feedback, request, or complaint.
Estimated Resolution Duration
| Issue Category | Estimated Timeline |
|---|---|
| Request for order details, invoices, delivery status | 01–03 business days |
| Request for updating customer or order details | 01–03 business days |
| Complaints regarding delayed delivery, missing items, wrong service | 03–05 business days |
| Complaints regarding service quality or technical defects | 05–07 business days |
| Warranty, exchange, or return requests | 05–10 business days |
| Refund requests | 03–07 business days after refund eligibility confirmation |
| Cases requiring coordination with shipping carriers, manufacturers, or third parties | No more than 15 business days, except in force majeure events |
During the processing phase, we will update progress upon request or when significant changes occur regarding the case.
d) Measures and Tools Supporting Resolution of Feedback, Requests, and Complaints
Salonease.vn applies the following measures and tools for effective resolution:
- Electronic order management system to look up transaction history;
- System log data to verify ordering and payment processes;
- Cross-checking electronic invoices, payment vouchers, and waybills;
- Delivery tracking system from shipping carriers;
- Online support channels via email, contact forms, and hotline;
- Coordination with warranty centers, manufacturers, and shipping carriers to verify and handle arising cases;
- Negotiation and mediation mechanisms prioritizing dispute resolution in good faith before applying legal measures.
In cases where agreement cannot be reached, customers have the right to submit requests to competent state authorities for consumer protection or file a lawsuit in competent Courts under the laws of Vietnam.