Procedure For Receiving And Resolving Feedback, Requests And Complaints

1. Purpose

The website https://hygge.com.vn/ always places customer interests first. We have established a mechanism for receiving and resolving feedback, requests and complaints to ensure that every customer comment is fully recorded, handled transparently and responded to within a reasonable time as required by law (updated in accordance with Decree No. 248/2026/ND-CP dated 30 June 2026).

This policy applies to all customers who make a purchase or use a service on the website https://hygge.com.vn/.

2. Channels for Submitting Feedback, Requests and Complaints

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

Website: https://hygge.com.vn/
Hotline: 079 303 7569
Email: contact@hygge.com.vn
Online contact form on the website: the “Contact” or “Customer Support” page.
Receiving address: 212 Nguyen Van Huong, An Khanh Ward, Ho Chi Minh City, Vietnam

Customers are kindly requested to provide the following information in full:

Full name;
Telephone number;
Email address;
Order number (if any);
Details of the feedback, request or complaint;
Related photographs, videos or documents (if any).

3. Receiving and Handling Process

Step 1. Receipt of information: Immediately upon receiving feedback or a complaint from a customer, the Customer Care department records the information and checks whether the file is complete. Where information is incomplete, the customer will be asked to provide the missing details so that the case can be processed.

Step 2. Verification: The website checks the order information, reconciles transaction data, verifies delivery status and liaises with the delivery provider or other relevant departments where necessary.

Step 3. Initial response: Once all information has been received, we send a response confirming receipt of the request and setting out the proposed course of action.

Step 4. Resolution: Depending on the case, the website may provide an explanation, arrange an exchange or return, issue a refund (where eligible), deliver replacement goods, correct order information, or apply any other appropriate remedy under the website’s policies.

Step 5. Closure: Once the matter has been resolved, the website notifies the customer of the outcome by telephone, email or the contact method registered by the customer.

4. Response Times

Type of request	Initial response time	Expected resolution time
Product consultation	Within 24 working hours	Same day
Order confirmation	Within 24 hours	01 working day
Product quality complaint	Within 24 hours	03–07 working days
Delivery complaint	Within 24 hours	03–05 working days
Exchange or return request	Within 24 hours	03–07 working days
Refund	Within 24 hours	05–10 working days (depending on payment method)
Other complaints	Within 24 hours	No more than 15 working days (except in force majeure events)

Where additional time is required for verification, we will notify the customer proactively.

5. Supporting Measures for Resolution

To ensure prompt and accurate resolution, the website applies the following measures:

Retaining transaction and order history;
Tracking case status within the system;
Verifying payment data;
Reconciling information with the delivery provider;
Accepting photographs, videos and supporting documents from customers;
Providing support by telephone, email and online form;
Coordinating between relevant departments for the fastest possible handling.

6. Customer Rights and Obligations

Customers are responsible for providing truthful information, cooperating during the verification process and not exploiting this policy for improper gain.

The website reserves the right to decline to process a case where the information provided is inaccurate, where there is no basis for verification, or where there are signs of fraud or breach of the law.

7. Contact Information

Website: https://hygge.com.vn/
Hotline: 079 303 7569
Email: contact@hygge.com.vn