PROCEDURES FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS

Last updated: July 31, 2026

Vietnam Custom Leather Joint Stock Company (“VCL,” “we,” “us,” or “our”) respects the lawful rights and interests of its customers. VCL is committed to receiving, verifying, and resolving feedback, requests, and complaints relating to products, services, and transactions conducted through the website vcl.com.vn in good faith, objectively, transparently, and in accordance with applicable law.

1. Scope of Matters Received

VCL receives feedback, requests, and complaints relating to the following matters:

Product information published on the website;
Selling prices, promotional programs, discounts, or additional charges;
Product availability, order confirmation, or order cancellation;
Product quality, design, color, dimensions, material, or quantity;
Products designed, crafted, engraved, printed, or personalized according to customer requirements;
Payments and payment confirmation;
Invoices, documents, or transaction information;
Packaging, transportation, delivery, receipt, or inspection of goods;
Missing, incorrect, delayed, or damaged deliveries;
Warranty, repair, maintenance, exchange, return, or refund matters;
The conduct and service quality of VCL’s employees or partners;
Information security and personal data processing;
Customer account operations or the operation of the website vcl.com.vn; and
Other matters arising while customers research, purchase, or use VCL’s products and services.

2. Contact Channels

Customers may submit feedback, requests, or complaints through any of the following official channels:

Telephone: 0329 336 332
Zalo: 0329 336 332
Email: vcl.store.official@gmail.com
Website: vcl.com.vn
Written correspondence: Vietnam Custom Leather Joint Stock Company, No. 128, Alley 211 Khuong Trung, Phuong Liet Ward, Hanoi, Vietnam.

To ensure that a matter is properly recorded and accurately processed, customers should use the contact channels listed above. VCL is not responsible for requests submitted to accounts, telephone numbers, email addresses, or social media pages that are not official VCL channels.

3. Information Customers Should Provide

When submitting feedback, a request, or a complaint, customers should provide the following information in full:

Full name of the person submitting the feedback or complaint;
Contact telephone number and email address;
Order number, transaction number, or relevant product information;
Date and time of order placement, payment, or delivery;
A description of the matter;
The requested or preferred resolution;
Relevant photographs, videos, invoices, delivery notes, receipts, or documents;
Refund account information where a refund request has been approved by VCL; and
Other information necessary to verify the matter.

Customers must ensure that the information provided is truthful and accurate and does not infringe upon the lawful rights or interests of any third party.

VCL does not request customers to provide bank account passwords, personal identification numbers (PINs), one-time passwords (OTPs), or transaction verification codes.

4. Time Limit for Submitting Complaints

Customers should inspect products immediately upon receipt and notify VCL as soon as possible after discovering an issue.

For issues that can be identified at the time of delivery, including:

Delivery of an incorrect product;
Delivery of an insufficient quantity;
Torn, dented, or otherwise visibly abnormal packaging;
Products that are broken, torn, scratched, or visibly damaged; or
Products that do not match the confirmed color, dimensions, or personalization content,

customers should immediately report the matter to the delivery personnel, record the condition on the delivery documentation, and contact VCL within 24 hours of receiving the goods.

For technical defects, manufacturing defects, or other issues that cannot be identified immediately upon receipt, customers may submit a request within the applicable warranty or return period or within another period announced for the relevant product.

Submitting a notification after the periods stated above does not automatically result in the loss of the customer’s right to make a complaint. However, the timing of the request may affect the ability to verify the cause of the issue and determine the responsibilities of the relevant parties.

5. Receipt and Resolution Procedure

Step 1. Receipt

VCL receives feedback, requests, and complaints through its official channels and records the initial information provided by the customer.

For requests submitted by email or Zalo, customers should retain the relevant communications for reference and verification where necessary.

Step 2. Acknowledgment of Receipt

VCL will acknowledge receipt of the request within 24 working hours after receiving the information.

An acknowledgment of receipt does not mean that VCL has determined responsibility or accepted the resolution proposed by the customer.

Step 3. Verification of Information

VCL may ask the customer to provide additional information, including:

Photographs or videos showing the condition of the product;
Invoices, delivery notes, or proof of payment;
Order confirmation information;
A product sample or the actual product for inspection; or
Other necessary documents.

Where a physical inspection of the product is required, VCL will provide instructions on how to send or hand over the product.

The processing period will be calculated from the date on which VCL receives all information, documents, and products necessary for verification.

Step 4. Inspection and Assessment

VCL will review the order information, the matters agreed with the customer, the condition of the product, the manufacturing, packaging, and delivery process, and all relevant documents.

Where necessary, VCL may work with:

Delivery service providers;
Payment service providers;
Material suppliers;
Manufacturing or processing partners;
Warranty and repair departments; and
Other relevant parties.

Step 5. Proposed Resolution

Depending on the nature, cause, and severity of the matter, VCL may propose one or more of the following resolutions:

Providing an explanation or additional information;
Providing instructions on the use or care of the product;
Supplying missing products or accessories;
Repairing or remedying the product;
Modifying the product as agreed;
Exchanging the product for another product;
Reproducing all or part of the product;
Providing a promotional code or partial financial support;
Refunding part or all of the amount paid;
Canceling the transaction; or
Rejecting the request where it falls outside VCL’s responsibility or does not satisfy the applicable conditions.

The specific resolution will be determined based on VCL’s sales, return, exchange, and warranty policies, the nature of the product, and the agreement between VCL and the customer.

Step 6. Notification of the Result

VCL will notify the customer of the resolution by telephone, Zalo, email, or the communication method used by the customer.

The notification may include:

The verification result;
The cause of the matter;
The proposed resolution;
The responsibilities and costs of the relevant parties;
The implementation period; and
Any documents or actions that the customer is required to provide or complete.

Step 7. Implementation and Completion

Once the resolution has been agreed upon, VCL will carry out the repair, product exchange, supplementary delivery, reproduction, refund, or other remedial action.

A matter will be considered completed when:

The parties have fully implemented the agreed resolution;
The customer confirms receipt of the result;
The customer does not respond after VCL has notified the customer of the result and fully performed its obligations;
The request has been rejected on reasonable grounds and VCL has clearly communicated the reasons for the rejection; or
The parties refer the matter to a competent authority or organization for resolution.

6. Resolution Period

The estimated processing periods are as follows:

Acknowledgment of receipt: Within 24 working hours;
Initial verification: From one to three working days;
Notification of the proposed resolution: Normally within three to seven working days after VCL receives all required information; and
Implementation of the resolution: Depending on whether the resolution involves repair, exchange, reproduction, delivery, or refund.

For products that are designed or crafted according to customer requirements, the processing period may be longer due to the need to assess technical matters, materials, repair feasibility, or reproduction time.

The resolution period may also be extended in the following circumstances:

The customer has not provided sufficient information or documentation;
The product must be returned for inspection;
The matter involves a delivery service provider, bank, or other third party;
A professional assessment, comparison, or verification is required;
A natural disaster, epidemic, system failure, or force majeure event occurs; or
The matter is complex or shows signs of a violation of law.

Where an extension is required, VCL will inform the customer of the reason and the estimated progress of the matter.

7. Resolution Principles

VCL resolves feedback, requests, and complaints in accordance with the following principles:

Respecting and protecting customers’ lawful rights and interests;
Receiving information in good faith and with a courteous and cooperative attitude;
Handling matters objectively on the basis of documents, evidence, and agreed terms;
Treating customers without discrimination;
Protecting the confidentiality of customer information and the details of the matter;
Not requiring customers to waive lawful rights as a condition of receiving assistance;
Not delaying or refusing to process a complaint without reasonable grounds;
Prioritizing negotiation and mediation; and
Complying with VCL’s policies and Vietnamese law.

8. Responsibility for Personalized Products

For products that are engraved, printed, designed, crafted, or modified according to individual requirements, VCL will consider:

The requirements provided by the customer;
The design, engraving content, or proof approved by the customer;
The agreed dimensions, colors, materials, and specifications;
The natural characteristics of the materials; and
Reasonable technical tolerances arising from the handcrafted production process.

VCL is responsible where the actual product does not conform to the content confirmed by both parties due to an error attributable to VCL.

VCL may refuse an exchange, return, or refund where the product was made in accordance with the design approved by the customer but the customer subsequently changes their needs, content, preferred color, dimensions, or concept after production.

Minor variations in leather grain, color tone, surface appearance, or natural markings are not automatically considered product defects where such variations are inherent characteristics of the material and do not materially affect the product’s functionality.

9. Circumstances in Which VCL May Reject a Request

VCL may reject all or part of a request where:

There is insufficient information to verify the transaction;
The customer provides false information or there are indications of fraud;
The product was not purchased from VCL;
The product was damaged due to use, storage, or cleaning contrary to the provided instructions;
The product was exposed to chemicals, heat sources, water, sharp objects, or external force;
The product was repaired, disassembled, or altered without authorization by a party not approved by VCL;
The condition results from natural wear and tear during use;
A personalized product was made in accordance with the content confirmed by the customer;
The customer does not cooperate in providing documents or the product for inspection;
The request contains insulting, threatening, harassing, or unlawful content;
The request exceeds the scope of VCL’s responsibility; or
The request falls within an exclusion under an applicable warranty or return policy or an agreement accepted by the customer.

VCL will provide the reasons for any rejection.

10. Processing Costs

VCL will bear reasonable costs associated with the exchange, repair, supplementary delivery, or return of a product where the matter arises from:

A manufacturing defect for which VCL is responsible;
Delivery of an incorrect product by VCL;
Delivery of an insufficient quantity by VCL;
Damage caused by inadequate packaging; or
Other circumstances in which VCL acknowledges responsibility.

The customer may be required to bear costs arising where:

The request does not result from an error attributable to VCL;
The product was damaged due to improper use or storage;
The customer changes their requirements after the order has been confirmed or production has commenced;
The customer provides an incorrect address or recipient information or refuses delivery without reasonable grounds;
The customer requests modifications to a personalized product beyond the content previously agreed upon; or
The parties have agreed otherwise.

VCL will notify the customer of all applicable costs, and such costs will only be incurred after the customer has agreed to them, unless otherwise prescribed by law or a prior agreement.

11. Refund Methods

Where a refund request is approved, VCL will issue the refund through one of the following methods:

Bank transfer;
Refund to the original payment method, where supported by the payment system; or
Another method agreed upon by VCL and the customer.

The customer is responsible for providing accurate payment-receiving information.

The time required for the refunded amount to be credited depends on the relevant bank, payment intermediary, and refund method. VCL is not responsible for the internal processing time of a bank or payment service provider after VCL has completed the refund instruction.

12. Confidentiality of Complaint Information

Information provided by customers during the feedback or complaint process is used to:

Verify the transaction;
Contact the customer and resolve the matter;
Prevent fraud;
Improve products, services, and operational procedures; and
Fulfill legal obligations.

VCL will not publicly disclose the details of the matter or the customer’s personal information unless:

The customer has provided consent;
Disclosure is necessary to resolve the matter with a relevant party;
Disclosure is required pursuant to a lawful request from a competent state authority; or
Otherwise provided by law.

13. Complaints Relating to Personal Data

For feedback or complaints relating to the collection, use, storage, sharing, or protection of personal data, customers may contact VCL through:

Telephone/Zalo: 0329 336 332
Email: vcl.store.official@gmail.com

VCL will process such matters in accordance with the Information Privacy and Personal Data Protection Policy published on the website vcl.com.vn.

14. Dispute Resolution

VCL and the customer will prioritize the resolution of disputes through negotiation and mediation in a spirit of good faith, cooperation, and mutual respect for each party’s lawful rights and interests.

Where the parties are unable to reach an agreement, the customer may submit the matter to:

A consumer protection authority;
A competent state authority;
A mediation organization;
An arbitration body, where the parties have a valid arbitration agreement; or
A competent court in accordance with applicable law.

Submitting feedback or a complaint directly to VCL does not limit the customer’s right to request a competent authority to protect the customer’s lawful rights and interests.

15. Unacceptable Conduct

VCL may terminate communications by telephone, Zalo, email, or at a transaction location where the person making contact:

Insults, threatens, or harasses an employee;
Discloses or disseminates the personal information of an employee or another customer;
Uses language that incites violence;
Requests VCL to perform an unlawful act;
Intentionally provides false information;
Repeatedly submits a request that has already been resolved without providing new facts or evidence; or
Abuses the complaint procedure to commit fraud or misappropriate property.

The termination of communications in the circumstances stated above does not remove the customer’s lawful right to make a complaint. The customer may continue to submit an appropriately worded request in writing.

16. Amendments to This Policy

VCL may amend or supplement this Policy to reflect:

Applicable legal requirements;
Changes in business operations;
Changes in products, services, or transaction methods; or
Requirements to improve customer service quality.

The updated version will be published on the website vcl.com.vn and will clearly state the date of the update.

For complaints received before the effective date of a new policy, VCL will apply the policy in effect at the time the relevant transaction occurred, unless the new policy is more favorable to the customer or otherwise required by law.

17. Contact Information

For any feedback, request, or complaint, please contact:

VIETNAM CUSTOM LEATHER JOINT STOCK COMPANY

Enterprise registration number: 0109354751
Registered office: No. 128, Alley 211 Khuong Trung, Phuong Liet Ward, Hanoi, Vietnam
Website: vcl.com.vn
Telephone: 0329 336 332
Zalo: 0329 336 332
Email: vcl.store.official@gmail.com