1. Purpose

Website honglamgiang.com (owned by HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY) always prioritizes the rights and interests of our customers. We have established this intake and dispute resolution mechanism to ensure all customer feedback is received comprehensively, processed transparently, and responded to within a reasonable timeframe in compliance with applicable law.

This policy applies to all customers conducting transactions, making purchases, or utilizing services on the website honglamgiang.com.

2. Methods for Submitting Inquiries, Requests & Complaints

Customers may submit feedback, service requests, or complaints to HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY through any of the following channels:

  • Website: honglamgiang.com
  • Hotline: +84 24 3636 8668
  • Email: duydd@honglamgiang.com
  • Online Contact Form: Available on the "Contact" or "Customer Support" page of our website.
  • In-Person Submission:
    • Entity: HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY
    • Address: No 88 Kim Dong str, Thanh Vinh ward, Nghe An province, Vietnam.

Required Information:

To expedite the resolution process, please provide the following details:

  1. Full name;
  2. Contact phone number;
  3. Email address;
  4. Order / Booking reference number (if applicable);
  5. Detailed content of the feedback, request, or complaint;
  6. Supporting photos, videos, or relevant documentation (if applicable).

3. Receiving and Handling Workflow

  • Step 1: Intake & Logging
    Upon receipt of feedback or complaints, our Customer Care Department records the details and verifies documentation completeness. If information is missing, we will contact the customer for supplements.
  • Step 2: Verification
    The specialized department conducts investigations:
    • Checking order details;
    • Reconciling transaction records;
    • Reviewing shipping / delivery status;
    • Working with logistics providers or relevant operational units (if necessary).
  • Step 3: Initial Response
    Once full information is collected, we send an acknowledgment confirming receipt and outlining the proposed resolution plan.
  • Step 4: Resolution Execution
    Depending on each specific case, HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY will:
    • Clarify information;
    • Facilitate returns/exchanges;
    • Process refunds (if eligible);
    • Arrange replacement delivery;
    • Adjust order details;
    • Or implement other appropriate solutions per website policies.
  • Step 5: Case Closure
    Upon conclusion, final outcomes are communicated via phone, email, or your registered contact channel.

4. Response and Resolution Timelines

Request Category Initial Response Time Estimated Resolution Timeline
Product Consultation Within 24 business hours Within the same day
Order Confirmation Within 24 hours 01 business day
Product Quality Issues Within 24 hours 03 – 07 business days
Delivery Complaints Within 24 hours 03 – 05 business days
Return / Exchange Requests Within 24 hours 03 – 07 business days
Refunds Within 24 hours 05 – 10 business days (depending on payment method)
Other Complaints Within 24 hours No more than 15 business days (except force majeure)

Note: For complex cases requiring extended verification, HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY will proactively inform and agree on an updated handling timeline with the customer.

5. Support and Resolution Measures

To guarantee prompt and accurate resolution, HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY implements:

  • Transparent storage of transaction and order histories;
  • Status tracking on the internal management system;
  • Verification and reconciliation of payment records;
  • Detailed data matching with logistics partners;
  • Intake of photos, videos, and receipts from customers as evidence;
  • Omni-channel support via hotline, email, and web forms;
  • Close inter-departmental coordination for prompt processing.

6. Customer Rights and Responsibilities

Customer Responsibilities:

  • Provide honest, accurate, and complete information;
  • Cooperate with HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY throughout verification;
  • Do not abuse complaint policies for illicit gain or damage to the company's reputation.

HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY reserves the right to reject resolution if:

  • Provided details are false or inaccurate;
  • There is no evidentiary basis for verification;
  • There are signs of fraud or violations of law.

7. Contact Information

For any inquiries or complaints, please reach out directly to:

HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY