Complaint Resolution Policy

21/07/2026

At LÊ NGUYỄN COSMETICS, customer satisfaction is our highest priority. This Complaint Handling Policy is established to ensure that all customer complaints are received, verified, and resolved in a fair, transparent, timely, and lawful manner.

1. Scope of Application

This policy applies to all complaints relating to:

Product quality.
Incorrect products delivered.
Missing products or incorrect quantities.
Products damaged during shipping.
Payment or refund issues (where applicable).
Customer service quality or staff conduct.
Any issues arising from purchases made through the official sales channels of LÊ NGUYỄN COSMETICS.

2. How to Submit a Complaint

Customers may submit complaints through the following channels:

Hotline: 0911 390 991

Email: info@lenguyencosmetics.vn

Address: 45 Pham Hong Thai Street, Ba Dinh District, Hanoi, Vietnam

Business Hours: Monday – Sunday, 9:00 AM – 6:00 PM

When submitting a complaint, please provide the following information:

Full Name
Contact Phone Number
Order Number (if applicable)
Details of the complaint
Supporting photos or videos (if available) to facilitate the verification process

3. Complaint Handling Procedure

Step 1: Complaint Receipt

LÊ NGUYỄN COSMETICS will receive and acknowledge complaints submitted through our official communication channels.

Step 2: Verification

Our responsible team will review the complaint, verify the order information, and contact the customer if additional information or supporting documents are required.

Step 3: Resolution Proposal

After completing the verification process, LÊ NGUYỄN COSMETICS will notify the customer of the outcome and propose an appropriate resolution, which may include:

Product replacement.
Refund in accordance with our Refund Policy.
Shipment of missing products.
Technical support or product usage guidance.
Other mutually agreed solutions.

Step 4: Resolution Completion

Once both parties agree on the proposed solution, LÊ NGUYỄN COSMETICS will implement the resolution as soon as reasonably practicable and notify the customer upon completion.

4. Resolution Timeframe

Complaints will be acknowledged during business hours after receipt.
The standard resolution period is approximately 3–7 business days, depending on the nature and complexity of the case.
If additional verification with the manufacturer, shipping carrier, or other relevant parties is required, the resolution period may be extended. In such cases, LÊ NGUYỄN COSMETICS will keep the customer informed of the progress.

5. Customer Responsibilities

To facilitate a prompt and accurate resolution, customers are responsible for:

Providing complete and truthful information relating to the order.
Cooperating during the verification process when requested.
Retaining invoices, receipts, or other order-related documents (if applicable).
Providing relevant photos, videos, or other supporting evidence when necessary.

6. Responsibilities of LÊ NGUYỄN COSMETICS

LÊ NGUYỄN COSMETICS is committed to:

Receiving and handling all complaints in good faith while respecting customers’ legitimate rights and interests.
Protecting the confidentiality of all information provided during the complaint handling process.
Resolving complaints based on verified information, applicable laws, and the policies published on our website.
Informing customers of the complaint resolution outcome within an appropriate timeframe.

7. Dispute Resolution

If the parties are unable to reach an agreement through the complaint handling process, the dispute shall first be resolved through negotiation and amicable settlement.

If no agreement can be reached, the dispute shall be submitted to the competent governmental authority or court with jurisdiction in accordance with the laws of the Socialist Republic of Vietnam.

8. Contact Information

For any feedback, suggestions, or complaints, please contact us:

LÊ NGUYỄN COSMETICS