Effective from July 1, 2023, until further notice
By accessing our website, you agree to our Privacy Policy and Terms of Use.

Dispute and Complaint Resolution Process

The website administrator is hereinafter referred to as “Vinamilk”

Vinamilk Stores are hereinafter referred to as “Seller”

• Vinamilk and the Seller are jointly responsible for receiving and resolving complaints from registered customers regarding transactions conducted on the website.
• Customers have the right to submit complaints related to product quality not matching descriptions, promotional goods, promotional items not as advertised, or order-related issues to Vinamilk and the Seller. Upon receiving such feedback, Vinamilk and the Seller will verify the information. If the complaint is valid, appropriate measures will be taken depending on the severity of the issue.
• Vinamilk prioritizes negotiation and mediation between parties to maintain customer trust in product quality, following the steps below: (Step-by-Step Process)
  • Step 1: The buyer may submit a complaint about the Seller’s goods through the following channels:
    • Contact the Seller directly
    • Contact Vinamilk via:
      Email: eshop@vinamilk.com.vn
      Hotline: 1900 636 979 (press 1)
      (Operating hours: 08:00–17:45, Monday to Friday, excluding weekends and holidays)
  • Step 2: Vinamilk and the Seller will receive the complaint and, depending on its nature and severity, will take specific actions to assist the buyer in resolving the dispute.
  • Step 3: If the matter exceeds Vinamilk’s capacity or authority, Vinamilk will advise the buyer to escalate the case to a competent government agency for legal resolution.

Complaint Submission Address

Vietnam Dairy Products Joint Stock Company (Vinamilk)
Head Office: 10 Tan Trao Street, Tan My Ward, Ho Chi Minh City
Phone: (028) 54 155 555
Fax: (028) 54 161 226
Email: eshop@vinamilk.com.vn

• Vinamilk and the Seller strictly comply with legal regulations on consumer protection. Vinamilk requires Sellers to provide complete, accurate, honest, and detailed information about products, services, and promotional programs. Any fraudulent or deceptive business practices will be investigated and held fully accountable under the law.
• Depending on the nature and severity of the complaint, specific support measures will be implemented. Vinamilk will coordinate with the Seller to verify the information and propose a prompt and appropriate resolution.
• The complaint resolution timeframe is within 3 working days from the date of receipt.
• Both parties—the Seller and the Buyer—must actively participate in resolving the issue:
  • The Seller is responsible for providing documentation to verify the matter in dispute
  • Vinamilk is responsible for providing relevant information about the Buyer and Seller upon request by either party involved in the dispute. Once the dispute is resolved, both parties must report the outcome to Vinamilk.
• If the dispute arises from a transaction and the fault lies with the Seller, Vinamilk may issue a warning or refer the matter to legal authorities depending on the severity. Vinamilk may suspend or terminate the Seller’s access to the e-commerce platform and require the Seller to compensate the customer appropriately based on mutual agreement.
• If negotiation fails to resolve the dispute between the Buyer and Seller, either party may seek intervention from a competent legal authority to protect their legitimate interests—especially those of the customer.