Complaint & dispute resolution

Receiving complaints

Customers can file complaints about products, services or transactions via email support@fwdlab.tech or Zalo/Hotline 0896207741. We receive complaints during business hours and respond as soon as possible.

Handling process

1. Receipt

   We confirm receipt of your complaint within 24 business hours.

2. Verification

   We verify the details (order, transaction, product status) and work with you to clarify the issue.

3. Resolution

   We propose a resolution (fixing the issue, further support, or a refund under our Warranty & returns policy) within at most 7 business days of receiving the complaint. If a complex case needs more time, we'll let you know the details.

Resolution principles

We aim to resolve issues through negotiation and mediation, respecting consumers' legal rights. If the parties cannot reach an agreement, the dispute will be brought before a competent authority or court under Vietnamese law.

See also: Warranty & returns policy and General terms of sale.