Customer Complaint Resolution Policy
AVANTI is always responsible for receiving and handling customer complaints related to transactions on the e-commerce website
https://habanosspecialist.vn/. When a complaint or dispute arises, AVANTI emphasizes negotiation and mediation solutions between the parties to maintain the relationship and the trust of customers in the quality of AVANTI's services.
The complaint process is carried out in the following steps:
Step 1:Customers complain about goods and services purchased on the 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:The Customer Care Department of AVANTI will receive the complaint, 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 severity of the incident, AVANTI will take specific measures to assist customers in resolving complaints and disputes.
Step 3:AVANTI may request customers to provide complete and accurate information and evidence related to the transaction and product to verify and clarify doubts, while also having appropriate handling directions.
Step 4:In the event that AVANTI has made efforts to resolve the complaint or dispute but the customer does not agree with AVANTI's resolution plan, the customer or AVANTI may bring the case to the competent State authority for resolution to ensure the legal interests of the parties as prescribed.
When requested or according to legal regulations, AVANTI will coordinate with the manufacturer and/or the distribution unit to handle customer complaints. AVANTI respects and seriously implements the regulations on protecting customer rights, including conditions for distribution units and manufacturers as prescribed by law.
In the event that a transaction arises a complaint or dispute that is determined to be the fault of AVANTI, AVANTI will take appropriate compensation measures for the customer based on an agreement with the customer.
Any disputes, complaints, or disputes arising from or related to transactions on the Website or these Terms and Conditions will be resolved through negotiation, mediation, arbitration, and/or the Court according to the Law on Consumer Rights Protection regarding the resolution of disputes between consumers and organizations or individuals doing business in goods and services (and additional regulations, articles, replacements at each point in time).
