Complaint Resolution Policy

At bupbes.com, customer satisfaction, service quality, and transparent business operations are our top priorities. In compliance with Vietnamese E-commerce Law and Consumer Protection Regulations, we commit to receiving, investigating, and resolving all customer feedback, inquiries, and formal complaints in a prompt, fair, and objective manner. 

I. GENERAL PRINCIPLES OF DISPUTE RESOLUTION

Negotiation & Mediation First: Any dispute, claim, or complaint arising from transactions conducted on bupbes.com shall be settled primarily through direct negotiation, transparent communication, and mutual agreement between the customer and Bupbes.

Transparency & Objectivity: All complaints are handled confidentially, objectively, and strictly based on verifiable evidence (including order invoices, shipping logs, unboxing videos, and physical product conditions).

Legal Adherence: In cases where a mutual agreement cannot be reached through negotiation, the dispute may be submitted to competent state authorities or the competent Court in Vietnam for legal adjudication in accordance with Vietnamese laws.

II. OFFICIAL CHANNELS FOR RECEIVING COMPLAINTS

Customers can submit feedback, inquiries, or formal claims through the following official communication channels:

• Customer Service Email: contact@bupbes.com (Primary channel for formal claims & evidence submission)
• Official Instagram: @bup_bes (Direct Message Support)

III. STANDARD DISPUTE RESOLUTION WORKFLOW

Our complaint handling process follows a structured 4-step workflow to guarantee quick and fair resolution:

Step 1: Submission of Complaint & Supporting Evidence

The customer submits a complaint via email (contact@bupbes.com) or Instagram within 3 days of receiving the parcel (as stipulated in our Return & Refund Policy for defective or incorrect items). The claim must include:

• Order Number / Registered Email / Full Name of the Buyer.
  
• Detailed description of the issue or dispute.
• Mandatory evidence: Unboxing video recorded upon delivery and high-resolution photos clearly demonstrating the defect or wrong item.

Step 2: Receipt Verification & Investigation

Within 24 business hours of receiving the claim, bupbes.com's Customer Support Team will acknowledge receipt and initiate an internal review.

Our team will cross-check the submitted evidence against warehouse dispatch records, carrier tracking logs, and payment authorization details.

Step 3: Solution Proposal & Execution

Within 1 to 3 business days following receipt of full information, Bupbes will issue an official response offering a suitable resolution:

• For Valid Claims (Manufacturing Defect / Wrong Item): We will arrange a free exchange or process a full refund in accordance with our Return & Refund Policy.
• For Invalid Claims (Sizing Issue / Change of Mind / Missing Unboxing Video): A clear explanation referencing our posted policies will be provided to the customer.

Step 4: Dispute Escalation (If Unresolved)

If the customer is not satisfied with the proposed resolution, both parties will engage in secondary negotiation to reach an amicable compromise.

If direct negotiation fails, either party reserves the right to escalate the dispute to the Vietnam Competition and Consumer Authority (VCCA) under the Ministry of Industry and Trade (MOIT) or bring the matter before a competent Court in Vietnam for final settlement.

IV. RIGHTS & RESPONSIBILITIES OF THE PARTIES

4.1. Responsibilities of Bupbes.com:

Provide transparent, complete, and accurate information regarding products, pricing, shipping, and store policies.

Maintain active customer service channels to receive and handle complaints promptly.

Investigate claims fairly and execute agreed refunds or product replacements in a timely manner.

4.2. Responsibilities of the Customer:

Provide accurate and complete contact details, delivery address, and order credentials when purchasing.

Inspect the outer packaging upon delivery and record an unboxing video as required for quality claims.

Submit claims within the specified timeframe (3 days from delivery) and maintain courteous, respectful communication throughout the dispute resolution process.