FEEDBACK, REQUEST, AND COMPLAINT HANDLING PROCEDURE

MP Studio receives feedback, requests, and complaints relating to products, services, orders, payments, deliveries, installations, warranties, and other transactions conducted through the mpstudiovn.com website.

1. Contact Channels

Customers can contact us through the following channels:

• Hotline: 0906 851 871

• Contact form on the website.

• In-person address: 226/13 Tan Hoa Dong Street, Binh Tri Dong Ward, Ho Chi Minh City, Vietnam.

• Other official online support channels published on the website.

2. Information Customers Should Provide

To help us process requests promptly, customers are encouraged to provide the following information:

• Full name.

• Phone number.

• Order number or transaction details.

• Product/service name.

• Details of the feedback or complaint.

• Photos, videos, invoices, delivery notes, or other relevant documents, if available.

3. Resolution Process

Step 1: Receipt

MP Studio records the customer's feedback, request, or complaint.

Step 2: Verification

The responsible department reviews the following, as applicable:

• Order information.

• Product condition.

• Delivery and installation history.

• Warranty terms and conditions.

• Supporting documents, photos, and other relevant information.

Step 3: Customer Contact

If additional information is required, our staff will proactively contact the customer.

Step 4: Proposed Resolution

Depending on the circumstances, the proposed resolution may include:

• Explanations and guidance.

• Technical support.

• Product inspection.

• Repairs.

• Warranty services.

• Product exchanges.

• Refunds.

• Other solutions mutually agreed upon by both parties.

Step 5: Notification of Results

The outcome will be communicated to the customer by phone, text message, or another appropriate contact method.

4. Response Time

MP Studio aims to provide an initial response within 3 business days of receiving all necessary information.

For complex cases or those requiring an in-person inspection, the resolution process may take longer. Customers will be informed of the progress.

5. Resolution Principles

• Objectivity and transparency.

• Decisions based on supporting documentation and the actual circumstances.

• Respect for customers' lawful rights and interests.

• Priority given to negotiation and mutual agreement between the parties.

• Compliance with applicable laws and regulations.

The right to file complaints and the mechanisms for handling complaints are among the matters emphasized by Vietnam's Ministry of Industry and Trade when communicating new e-commerce regulations.