Customer complaint settlement policy
AVANTI is always responsible for receiving and handling Customer's complaints related to transactions at the e- commerce website https://habanosspecialist.vn/. When complaints and disputes arise, AVANTI promotes negotiation and mediation between the parties in order to maintain the relationship and trust of customers in AVANTI's service quality.
The complaint process follows these steps:
Step 1: Customers make complaints about goods and services purchased on e-commerce website https://habanosspecialist.vn/ at the address:
AVANTI-GROUP CO., LTD
Address: No. 02 Co Tan, Co Tan Street, Trang Tien Ward, Hoan Kiem District, Hanoi City, Vietnam
Hotline: 0896333389
Step 2: Customer Care Department of AVANTI will receive complaints, contact to clarify the customer's feedback as soon as possible and no later than 07 working days from the date AVANTI receives the complaint.
Depending on the nature and extent of the incident, AVANTI will take specific measures to assist customers in resolving complaints and disputes.
Step 3: AVANTI may request the Customer to provide complete and accurate information and evidence related to the transaction and product to verify and clarify doubts and at the same time take appropriate action.
Step 4: In case of AVANTI has made efforts to resolve the complaint or dispute, but the Customer does not agree with AVANTI's solution, the Customer or AVANTI may bring the case to the competent State agency for settlement. to ensure the legitimate interests of the parties as prescribed.
When required or required by law, AVANTI will coordinate with manufacturers and/or suppliers to handle customer complaints. AVANTI respects and strictly implements regulations on protecting the interests of customers, including conditions for distributors and manufacturers in accordance with the law.
In case of transaction generates a complaint or dispute that is determined to be AVANTI's fault, AVANTI 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).
