Procedure for Receiving and Resolving Feedback, Requests and Complaints

The Website receives feedback, requests and complaints relating to:

• Product quality.
• Product type, design and technical specifications.
• Products delivered that do not match the order.
• Missing items or an incorrect quantity delivered.
• Goods damaged during shipping.
• Technical defects in the product.
• Warranty policy.
• Return and exchange policy.
• Refund policy.
• Payment.
• Delivery time.
• Staff service attitude.
• Other issues arising from transactions on the Website.

Customers may send feedback or complaints through one of the following channels:

• Hotline: 0918018183
• Email: evos.com.vn@gmail.com
• Website: cambox.vn
• Address: No. 9 LK13, Hanh Hoa Street, Xa La Urban Area, Ha Dong Ward, Hanoi City

Receiving hours:

• Monday to Saturday.
• From 08:00 to 17:30.
• Requests sent outside working hours are received on the next working day.

To speed up processing, customers are asked to provide the following information:

• Full name.
• Contact phone number.
• Email (if any).
• Order code or invoice number.
• Product name.
• Content of the feedback or complaint.
• Supporting images or video (if any).
• Other related documents (if any).

Step 1: Receipt

After receiving the feedback or complaint, the Company will confirm receipt within a maximum of 24 working hours.

Step 2: Verification

The Company carries out the following:

• Checking the order information.
• Cross-checking system data.
• Checking warranty information.
• Working with the technical department, warehouse, or shipping unit (if necessary).
• Contacting the customer for additional information if necessary.

Step 3: Proposing a resolution

Depending on the specific case, the Company may apply one or more of the following measures:

• Guiding correct use of the product.
• Remote technical support.
• Replacing the product with a new one under the policy.
• Warranty repair of the product.
• Repairing the product.
• Supplying missing items.
• Recalling the defective product.
• Refunding under the policy.
• Other measures agreed between the two parties.

Step 4: Response to the result

The Company will inform the customer of the outcome by:

• Phone call.
• Email.
• Text message.
• Or other contact methods the customer has registered.

Customers are responsible for:

• Providing complete and truthful information relating to the case.
• Cooperating during the verification process.
• Keeping the product in its original condition if inspection is required.
• Not repairing or tampering with the product on their own before receiving guidance from the Company (except where necessary to ensure safety).

Customers have the right to:

• Have their complaint received and resolved.
• Be informed of the resolution outcome.
• Request an explanation of the resolution measures.
• Have their rights protected in accordance with the law.

The Company is responsible for:

• Receiving all feedback in full.
• Handling matters objectively, transparently, and in accordance with regulations.
• Keeping the customer's information confidential.
• Coordinating with relevant parties to resolve the matter.
• Performing warranty, return/exchange, or refund obligations under the published policies.

The Company has the right to refuse to resolve cases where:

• The complaint is unfounded or the customer fails to provide the necessary information after being asked to supplement it.
• The product is damaged due to misuse, improper storage, unauthorised repair, or interference by a third party not authorised by the Company or the manufacturer.
• The case falls outside the scope of the warranty or return/exchange policy as published.

For any questions or requests for support, please contact:

• EVOS VIETNAM TECHNOLOGY JOINT STOCK COMPANY
• Address: No. 9 LK13, Hanh Hoa Street, Xa La Urban Area, Ha Dong Ward, Hanoi City
• Hotline: 0918018183
• Email: evos.com.vn@gmail.com
• Website: cambox.vn