CUSTOMER COMPLAINTS & DISPUTE RESOLUTION POLICY

4. Complaint Handling Procedure

Step 1 — Submission and Receipt

Customers submit their complaint using the online form, email, or hotline.

KAPYWINGS will receive the complaint and identify the relevant order, product, or transaction.

Where necessary, we may request additional information to verify the circumstances.

Step 2 — Acknowledgement and Initial Response

KAPYWINGS aims to acknowledge complaints and provide an initial response within 2 business days (48 working hours) after receipt.

The initial response will normally confirm that the complaint has been received and indicate the next steps or any additional information required.

This is an initial response target, not necessarily the deadline for completing the investigation.

Step 3 — Investigation and Verification

Our customer service team will review the information provided and, where relevant, coordinate with delivery partners, payment providers, or other involved service providers.

We may request supporting evidence, such as photographs, proof of payment, or order details, where reasonably necessary.

We aim to complete ordinary complaint investigations within 7 business days, depending on the nature and complexity of the issue.

If additional time is required, we will inform the customer of the reason and provide an updated expected resolution date.

Any shorter mandatory deadline under applicable Vietnamese law will take precedence.

Step 4 — Proposed Resolution and Negotiation

Following the investigation, KAPYWINGS will communicate its findings and propose an appropriate resolution.

Depending on the circumstances and applicable legal requirements, this may include:

• Replacing defective or incorrect products.
• Delivering missing products.
• Repairing or otherwise remedying non-conforming products, where appropriate.
• Providing a partial or full refund.
• Correcting payment or invoice errors.
• Providing clarification, corrective action, or another appropriate remedy.

We will seek to resolve complaints through direct communication and good-faith negotiation with the customer.

Any proposed resolution will respect the customer's mandatory rights under Vietnamese law.

Step 5 — Escalation and Dispute Resolution

If the customer disagrees with the proposed resolution, they may request further review by contacting KAPYWINGS through the official contact channels.

We will make reasonable efforts to reach an amicable settlement.

If the dispute cannot be resolved through negotiation, either party may seek resolution through the competent authorities or other legally available dispute-resolution mechanisms.

Disputes that cannot be resolved amicably may be submitted to the competent courts in Vietnam, in accordance with applicable Vietnamese law.

Nothing in this policy restricts a consumer's right to seek assistance from competent consumer-protection authorities or pursue other remedies available under law.