- CHANNELS FOR FEEDBACK, REQUESTS AND COMPLAINTS
Consumers may submit complaints about product quality (mold, technical defects in sedge bags or conical hats), delivery service or customer service via:
- Hotline: 0933 133 516 (international: +84 933 133 516), 08:00 – 21:00 daily.
- Email: Dan86farm@gmail.com (please attach photos or videos showing the issue).
- In person: At DAN86 stores in Ho Chi Minh City and Ba Ria – Vung Tau.
- COMPLAINT RESOLUTION PROCESS
- Step 1 (Receipt): Our customer service team records the complaint and checks the order number and supporting images.
- Step 2 (Verification): Within 24 – 48 business hours, DAN86 reviews the packing process, shipping data or handcrafting process to identify the cause.
- Step 3 (Proposed solution): DAN86 contacts the consumer to agree on a resolution:
- Manufacturing or shipping fault: Replacement with a new product, a 100% refund or appropriate compensation.
- Improper storage by the user: Guidance and the best possible remedial support.
- Step 4 (Completion): The exchange, return or compensation is carried out and the complaint file is closed.
- RESOLUTION TIMEFRAME
Complaints are fully resolved within 03 to 05 business days from receipt of complete information and evidence. For complex cases (involving courier partners or large orders for resorts or casinos), resolution will take no longer than 15 business days, with prior notice.
- DISPUTE RESOLUTION
If no agreement is reached through negotiation, the matter will be referred to a competent state authority or court in Vietnam for resolution in accordance with Vietnamese law.
