1. Purpose
The website fasmpo.com always prioritizes customer interests. We have established a mechanism for receiving and resolving feedback, requests, and complaints to ensure that all customer opinions are fully received, processed transparently, and responded to within a reasonable timeframe in accordance with the law.
This policy applies to all customers who make purchases or use services on the fasmpo.com website.
2. Methods for receiving feedback, requests, and complaints.
Customers can submit feedback, requests, or complaints through one of the following methods:
Website: https://fasmpo.com
Hotline: +84938741145
Email: info@fasmpo.com
Online contact form on the website: "Contact Us" or "Customer Support" page.
Recipient address (if any):
FASMPO COMPANY LIMITED
52/51/1 Nguyen Sy Sach Street, Tan Son Ward, Ho Chi Minh City, Vietnam
Customers are kindly requested to provide the following information:
Full name;
Phone number;
Email;
Order number (if any);
Content of feedback, requests, or complaints;
Images, videos, or related documents (if any).
3. Receipt and processing procedure
Step 1.Receiving information
Immediately after receiving feedback or complaints from customers, the Customer Service department will record the information and check the completeness of the documentation.
If the information is incomplete, customers will be asked to provide additional information to facilitate the processing.
Step 2.Verification
Website in progress:
Check your order information;
Compare transaction data;
Check the shipping status;
Work with the shipping company or relevant departments (if necessary).
Step 3.Initial feedback
After receiving all the necessary information, we will send a confirmation that the request has been received and inform you of the proposed solution.
Step 4.Handle
Depending on the case, the website will do the following:
Explain the information;
Returns and exchanges are supported.
Refund (if eligible);
Deliver replacement goods;
Adjust order information;
Or other suitable options as per the website's policy.
Step 5. End
Once the issue is resolved, the website will notify the customer of the outcome via phone, email, or the registered contact method.
4. Response time
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Type of request
|
Initial response time
|
Estimated processing time
|
|
Product consultation
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Within 24 business hours
|
During the day
|
|
Order confirmation
|
Within 24 hours
|
1 working day
|
|
Reflecting product quality
|
Within 24 hours
|
3–7 business days
|
|
Delivery complaint
|
Within 24 hours
|
3–5 business days
|
|
Request for exchange/return
|
Within 24 hours
|
3–7 business days
|
|
Refund
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Within 24 hours
|
5–10 business days (depending on payment method)
|
|
Other complaints
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Within 24 hours
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No more than 15 working days (except in cases of force majeure)
|
In cases requiring additional verification time, we will proactively notify customers.
5. Support measures for resolution
To ensure prompt and accurate resolution, the website employs the following measures:
Store transaction and order history;
Manage processing status on the system;
Verify payment data;
Compare the information with the shipping company;
Receive images, videos, and documents from customers;
Support is available via phone, email, and online forms.
Coordinate between relevant departments to resolve the issue as quickly as possible.
6. Customer rights and obligations
Customer responsibilities:
Provide truthful information;
Cooperation in the verification process;
Do not exploit policies for personal gain.
The website fastmpo.com reserves the right to refuse processing in the following cases:
The information is inaccurate;
There is no basis for verification;
There are signs of fraud or violations of the law.
7. Contact information
Website: fasmpo.com
Hotline: +84938741145
Email: info@fasmpo.com
