1. Dispute Resolution and Measures to Address Consumer Rights Infringements
The Company and Partner are responsible for receiving complaints and assisting customers related to transactions on the Idocean.coffee website.
Parties can submit feedback/complaints directly to the email: coffeeprecisiongear@idocean.com
1.1 Dispute and Complaint Resolution Process:
Step 1: Customers send feedback/complaint information along with supporting images to the Idocean.coffee website via email: coffeeprecisiongear@idocean.com or contact phone number: 093 271 8898
Step 2: Idocean.coffee will receive and proceed with verification/authentication with the person/entity submitting the feedback within 03 - 07 working days. We will verify the complaint information by requesting the complainant and the complained party to provide sufficient information related to the transaction and event.
Step 3: Idocean.coffee will address the reported issues, and depending on the nature and severity of the problem, we will take specific measures to help resolve the complaint.
1.2 Dispute and Complaint Resolution Time
The time for receiving and processing feedback is 03 (three) - 07 (seven) working days from the time we receive the feedback from the customer. The actual resolution time may be longer due to objective conditions, force majeure, or the complex nature of the case.
1.3 Contact information for receiving feedback/complaints and coordinating with competent state agencies when required:
- IDEA OCEAN CO., LTD
- Address: Y10 Hong Linh, Hoa Hung Ward, Ho Chi Minh City, Vietnam
- Email: coffeeprecisiongear@idocean.com |
- Phone: 093 271 8898
- Working hours: 8 AM - 5 PM, Monday to Saturday.
1.4 Sanctions and Measures to Address Consumer Rights Infringement
Idocean.coffee respects and strictly adheres to legal regulations on consumer protection.
All parties, including Idocean.coffee, shall have the responsibility to actively resolve issues. Idocean.coffee is responsible for providing documents to authenticate information related to the disputed matter to customers. At the same time, we will be responsible for providing relevant information to customers if requested by the customer or other parties involved in the dispute.
We require the complainant to provide sufficient information related to the issue when making a dispute resolution or complaint request, including: The issue to be resolved, supporting documents and evidence, and specific requests (e.g., compensation; apology; public rectification...).
If the dispute arising from the transaction between the two parties cannot be resolved through negotiation, either party shall have the right to seek intervention from competent legal authorities to protect their legitimate interests.
