COMPLAINT RESOLUTION & WARRANTY POLICY AT HBS VIETNAM.
A. DEFINITION AND SCOPE OF SERVICES
1. Unit Export: Is the concept of our services provided to you including:
Purchase: Purchase goods/products according to your requirements.
Receiving goods: Receiving purchased goods from suppliers
Shipping: Transport goods according to the method chosen by the customer to ensure that the goods are not lost during transportation.
2. Client:
Are an individual or organization using one of our services
3. Supplier:
Is the individual/organization providing the goods that you ordered. The supplier and we have absolutely no connection with each other. We will work with suppliers to ensure that the goods meet the requirements within the scope of services we provide to you.
4. Service complaints:
Are your feedback on quality (purchasing services, goods inspection, packaging, shipping...) for HBS, when we do not provide correctly and sufficiently as committed.
5. Scope of our services:
These are understood as our service commitments and are clearly specified in the regulations and service complaint handling policy section below.
6. Supplier complaints:
Complaints against suppliers, when suppliers violate transaction terms on e-commerce websites. Customers can proactively complain to suppliers thanks to the support of HBS.
B. COMPLAINT RESOLUTION POLICY & SERVICE WARRANTY
1. Implementation, reception and processing time:
Time for customers to submit complaints: Within 24 hours from receipt of goods.
How to send information: Please call the cskh switchboard: 1900 25 25 89 or send email to: info@hbsvietnam.com
Your provision of accurate information is the basis for us to support you in making complaints with suppliers effectively.
Contact method: HBS will communicate with you via phone or directly on the complaint section of the order.
Time we receive and process complaints: Your complaint will be responded to within 1 day if your complaint is related to the company's professional departments.
If your complaint is related to the supplier, our response will be sent to you within 3-4 days depending on the cooperation of the supplier.
Service complaint processing time depends on the following factors:
– For complaints that need to confirm information or work with third parties including (suppliers, shipping units...): HBS will have to work with these units to obtain information and handle complaints. .
– For complaints arising from HBS's own service errors, we will handle them within 03 days in case there is no interruption in the process of discussing & communicating with you about handling options.
2. Compensation policy
* In case HBS does not comply with its purchase service commitment:
– We compensate 100% for the value of the goods & purchase fees for missing products;
– Or compensation agreement for products purchased incorrectly;
* In case HBS does not comply with its goods inspection service commitment:
– We compensate 100% for the value of the goods & inspection fees for missing products;
– Or compensation agreement for product inspection that fails to detect errors according to regulations;
* In case the goods are lost due to subjective reasons of HBS, HBS compensates 100% of the value of the goods and related service fees.
* In case the goods are damaged during transportation and you use wooden packaging services:
– We refund 100% for damage value and wood binding fee if the error arises because HBS does not comply with your reasonable wood binding requests;
– We refund 100% the value of the damage and the difference in shipping fees if the error arises because HBS VIETNAM does not comply with your reasonable shipping requests;
– Or negotiate compensation/share in cases of unnecessary and uncontrollable damage during transportation
* In case the goods are damaged during transportation because you do not use wooden packaging services:
– We negotiate compensation/share with you for uncontrollable damage during transportation.
– For cases of fragile goods that we have warned you about, if your goods are still damaged due to uncontrollable reasons, you please bear all losses.
* Policy on bubble-wrapped goods
– For products with a high risk of breakage: When HBS has warned customers about shipping risks. Whether or not customers use the air bubble wrapping service, HBS refuses to handle complaints related to breakage.
– For common products: HBS does not warn customers about shipping risks. In case customers use bubble wrap packaging services, HBS will negotiate compensation based on the level of product breakage.
* For consignment orders
Because we do not directly deal with your supplier, we also do not provide goods inspection services for consigned orders. Your goods are shipped by the Supplier, we only receive goods according to the number of packages you have declared. Therefore we will not be responsible for damage to the goods.
If you use cargo insurance service, in case of loss of goods or broken goods caused by HBS Vietnam, we will compensate 50% for the value of the goods that you declare.
If you do not use cargo insurance service, in case of loss of goods due to HBS Vietnam, we will compensate you 3 times the shipping amount.
3. Storage regulations and storage fees
The storage time for goods at HBS Vietnam's warehouse is no more than 5 days from the time the goods arrive at HBS Vietnam's warehouse in Vietnam. If there are any changes, the Customer must notify HBS Vietnam and obtain HBS Vietnam's approval.
Additional storage time should not exceed 5 days. In case more than 10 days (from the time the goods arrive at HBS Vietnam warehouse) the customer still has not received the goods, HBS Vietnam will charge a storage fee from the overdue date of 5% total order value/day.
C. SUPPORT POLICY FOR COMPLAINTS NOT WITHIN THE SCOPE OF SERVICE COMMITMENT
– Complaint support is not within the scope of HBS Vietnam's service commitment: For complaints related to NCC when the NCC violates the terms of goods transactions (transaction terms on sales websites); or complain about applications that do not use the goods inspection service, we will directly handle or assist you in processing.
HBS Vietnam requests that you cooperate with us throughout the NCC complaint handling period
– For electronic products/goods: HBS Vietnam will receive and handle complaints related to product cracking and breakage. We do not receive and process complaints related to operations, parts details, warranties and product quality.
– In some cases, HBS Vietnam will require you to proactively make a complaint with NCC, for example: You have had a prior agreement with NCC about the product, HBS Vietnam will only pay upon request. bridge; You did not register to use the goods inspection service,...
D. NECESSARY NOTES
– HBS Vietnam sets fees on the basis of minimizing import costs for customers to create competitive advantages. Due to the characteristics of many difficult-to-control risks in bulk goods inspection and road transport of packages such as easily dented boxes, product compression, etc., we encourage you to choose goods, Appropriate packaging/transportation methods and sharing risks with HBS Vietnam when unexpected damage occurs.
– Exchanging/returning goods always carries many risks, HBS Vietnam does not encourage handling service complaints using the exchange/return option.
– During the process of handling service complaints related to NCC, HBS Vietnam will request your cooperation so that the complaint can be resolved quickly and accurately.