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1. Where to send feedback, requests and complaints
- Hotline: 0979 205 644 (8:00–17:30, Monday to Saturday).
- Email: info@tranhungthinhphat.com.
- The Contact form on the website (Contact page), available 24/7.
- In person at the workshop: Đá Bàn 8 Street, Hòa Xuân Ward, Da Nang.
2. What to include
Your name, contact phone, the order code (if any), what the issue is and photos/video (for product or delivery problems). The more complete, the faster we can resolve it.
3. Process and timelines
- Step 1 — Receipt: every message is logged and acknowledged within 24 working hours.
- Step 2 — Verification: our staff contact you to clarify, check the order and the product's condition (we may ask for more photos or arrange an inspection).
- Step 3 — Resolution: we propose a solution (repair, replacement, refund or an explanation) within 3–7 working days of receiving complete information; returns and refunds follow the Return & Refund Policy timelines.
- Step 4 — We report the outcome by phone or email and keep a record of the case.
4. If we cannot agree
We always try negotiation and mediation first. If no agreement is reached, you may ask the competent consumer-protection authority for assistance, or bring the matter to a competent court as provided by law.
5. Confidentiality
Information you provide with feedback or a complaint is used only to resolve it and is protected under the Privacy Policy.