GOLDEN PHOENIX VIETNAM is always responsible for receiving and handling Customer’s complaints related to transactions at the e- commerce website https://walker.stack.heatdigital.com/. When complaints and disputes arise, GOLDEN PHOENIX VIETNAM highly recommends negotiation and mediation solutions between the parties in order to maintain the relationship and trust of customers in the service quality of GOLDEN PHOENIX VIETNAM.

The complaint process follows these steps:

Step 1 : Customers make complaints about goods and services purchased on e-commerce website https://walker.stack.heatdigital.com/ at the address :

GOLDEN PHOENIX VIETNAM CO., LTD

Address: 18th Floor, Bitexco Building, No. 02 Hai Trieu, Ben Nghe Ward, District 1, Ho Chi Minh City, Vietnam

Hotline: +84 938 888 676 or +84 902 152 777

Step 2 : Customer Care Department of GOLDEN PHOENIX VIETNAM will get complaints, contact to clarify customer’s feedbacks as soon as possible and no later than 07 working days from the date of GOLDEN PHOENIX VIETNAM receives complain.

Depending on the nature and extent of the incident, GOLDEN PHOENIX VIETNAM will take specific measures to assist customers in resolving complaints and disputes.

Step 3 : GOLDEN PHOENIX VIETNAM may request the Customer to provide complete and accurate information and evidence related to transactions and products to verify and clarify doubts, and at the same time take appropriate action. .

Step 4 : In the event that GOLDEN PHOENIX VIETNAM has made efforts to resolve the complaint or dispute but the Customer does not agree with GOLDEN PHOENIX VIETNAM’s solution, the Customer or GOLDEN PHOENIX VIETNAM may bring the case to the State agency. competent country to settle in order to ensure the legitimate interests of the parties as prescribed.

When required or required by law, GOLDEN PHOENIX VIETNAM will coordinate with manufacturers and/or suppliers to handle customer complaints. GOLDEN PHOENIX VIETNAM respects and strictly implements regulations on protecting the interests of customers, including conditions for distributors and manufacturers in accordance with the law.

In the event that a complaint or dispute arises in the transaction, which is determined to be the fault of GOLDEN PHOENIX VIETNAM, GOLDEN PHOENIX VIETNAM will have a satisfactory compensation measure for the Customer on the basis of an agreement with the Customer.

Any controversy, claim or dispute arising out of or in connection with transactions at the Website or these Terms and Conditions will be resolved by negotiation, conciliation, arbitration and/or Court. according to the Law on Protection of Consumer Rights on Settlement of Disputes between consumers and organizations and individuals trading in goods and services (and additional regulations, articles and replacements from time to time).