This is a translation provided for your convenience. The Vietnamese version at ikihealing.com/giai-quyet-khieu-nai.html is the original and is the version that applies; if the two differ, the Vietnamese version prevails.
1. Channels for Receiving Complaints
- Phone: 098 793 1551 (8:00 a.m.–5:00 p.m., Monday to Saturday)
- Email: contact@ikihealing.com
- Message: IKI Zalo OA (chat box in the bottom right corner of every page on the website)
- In person or in writing to: CÔNG TY CỔ PHẦN TMDV HOPE (HOPE SERVICE CORPORATION), Số 40A Quang Trung, phường Hải Dương, thành phố Hải Phòng, Việt Nam
2. Resolution Process
- Receipt: the customer describes the feedback or complaint together with order details (the phone number used to place the order, the tracking number) and any relevant photos or videos.
- Acknowledgement: IKI confirms receipt of the request within 24 working hours.
- Processing: IKI reviews, clarifies and proposes a resolution within 03 working days of receiving complete information; in complex cases requiring verification with the manufacturer or the carrier, IKI will notify a specific deadline, which will not exceed 07 working days.
- Outcome: IKI notifies the customer of the outcome through the channel the customer used to make contact and implements the agreed resolution (exchange, refund, or compensation as provided by regulations).
3. Principles
- All feedback is recorded and responded to, even where no order has been placed.
- Information customers provide when filing a complaint is kept confidential in accordance with the privacy policy.
- Negotiation and conciliation are prioritised. If no agreement can be reached, the customer has the right to request mediation by the competent state management authority or a consumer protection social organisation, or to bring a claim before a Court in accordance with the law.
Contact Information
CÔNG TY CỔ PHẦN TMDV HOPE (HOPE SERVICE CORPORATION)
Enterprise Registration Certificate No. 0801404967, first issued on 23/08/2023, 6th amendment registered on 24/09/2026 at Phòng Đăng ký kinh doanh (Business Registration Office) – Sở Tài chính (Department of Finance) of thành phố Hải Phòng.
Tax code: 0801404967
Address: Số 40A Quang Trung, phường Hải Dương, thành phố Hải Phòng, Việt Nam
Phone: 098 793 1551 (8:00 a.m.–5:00 p.m., Monday to Saturday)
Email: contact@ikihealing.com