COMPLAINT HANDLING AND RESOLUTION PROCEDURE

Last Updated: August 7, 2026

KIGORA prioritizes the receipt and handling of Customer feedback and complaints relating to Orders, Products, and the shopping experience on Kigora.com.

1. Scope of Complaints

KIGORA accepts and handles feedback and complaints relating to:

• Order placement and Order Confirmation;
• Payments;
• Delivery;
• Incorrect or missing Products;
• Products damaged during delivery;
• Product quality or condition;
• Returns and Refunds;
• Vouchers, Discount Codes, or promotional programs;
• Kigo Club Reward Points;
• Customer account information;
• Personal data privacy;
• Advice or support provided through KIGORA’s official channels;
• Other issues arising in connection with transactions on Kigora.com.

2. Complaint Channels

Customers may submit feedback or complaints through:

• Hotline: 0839 922 923
• Email: kigogroup.vn@gmail.com
• Website: Kigora.com
• Other official Customer Support channels published by KIGORA from time to time.

Customers are encouraged to use KIGORA’s official channels so that KIGORA can properly verify the matter and maintain a record of the handling process.

3. Information to Be Provided by the Customer

To facilitate prompt verification, Customers are requested to provide:

• Full name;
• Phone number or email address used to place the Order;
• Order number;
• Details of the feedback or Complaint;
• Relevant Product;
• Relevant photographs, videos, or supporting documents, if available;
• An Unboxing Video for cases involving missing or incorrect Products, or Products that are damaged or broken, if the Customer has recorded one.

Depending on the circumstances, KIGORA may request additional information reasonably necessary to verify and investigate the matter.

4. Complaint Handling Process

Step 1: Receipt

KIGORA receives feedback or Complaints through its official channels.

Upon receipt, KIGORA will record the relevant information and conduct an initial review of the Customer, Order, and Product information.

Step 2: Verification

KIGORA will review relevant information and records, which may include:

• Order information;
• Payment records;
• Packing records;
• Tracking Number and delivery history;
• Photographs or videos provided by the Customer;
• Information from Viettel Post or the applicable Delivery Provider;
• Warehouse records;
• Product records;
• Other information reasonably necessary to clarify the matter.

Where necessary, KIGORA may contact the Customer to verify or obtain additional information.

Step 3: Proposed Resolution

Following verification, and depending on the cause and circumstances of the matter, KIGORA may propose one or more of the following resolutions:

• Provide an explanation or additional information;
• Ship missing Products;
• Replace the Product;
• Arrange collection or return of the Product;
• Issue a partial or full Refund;
• Adjust Reward Points, Vouchers, or other applicable benefits;
• Coordinate with the Delivery Provider;
• Other appropriate resolutions agreed upon with the Customer and permitted under applicable law.

Step 4: Notification of Resolution

KIGORA will notify the Customer of the proposed resolution through one of the contact channels provided by the Customer, including:

• Phone;
• Email;
• Message;
• Customer account;
• Other official Customer Support channels.

Step 5: Completion

Once the Customer and KIGORA agree on a resolution, KIGORA will take the necessary steps to complete the handling process.

Where a Return, Exchange, or Refund is involved, the applicable process will be handled in accordance with Kigora.com’s Returns and Refunds Policy.

5. Response and Resolution Time

KIGORA aims to provide an initial response to Customer requests within 01–03 business days from the date on which KIGORA receives all information reasonably necessary to review the matter.

The actual resolution time may vary depending on:

• The nature of the matter;
• Its complexity;
• Whether the Customer has provided sufficient information;
• The time required to reconcile information with the Delivery Provider;
• The time required to coordinate with the manufacturer, importer, or other relevant parties;
• Other circumstances beyond KIGORA’s reasonable control.

For matters requiring further investigation, KIGORA will proactively update the Customer on the progress when new information becomes available.

6. Delivery-Related Complaints

For cases involving:

• Non-receipt of an Order;
• Unusual delivery delays;
• Torn, dented, or otherwise abnormal packaging;
• Missing or incorrect Products;
• Products damaged during delivery;

KIGORA will review the Order information and coordinate with                    or the applicable Delivery Provider to investigate the matter.

As Kigora.com applies a NO JOINT INSPECTION policy, Customers are requested to record an Unboxing Video to provide supporting evidence where an issue arises.

The absence of an Unboxing Video does not mean that KIGORA will refuse to accept a Complaint. KIGORA will still review the matter based on the available evidence and records.

7. Product-Related Complaints

If a Customer reports an issue with a Product, KIGORA may request:

• Photographs of the Product as a whole;
• Photographs of the packaging;
• Product labels;
• Batch or lot number;
• Expiry date;
• Condition of the seal;
• Photographs or videos showing the reported issue;
• Information relating to how the Product was used and stored.

Where necessary, KIGORA may coordinate with the manufacturer, importer, or other party responsible for the Product to verify the matter.

8. Payment-Related Complaints

For Orders paid by bank transfer, if there is any discrepancy, Customers are requested to provide:

• Order number;
• Date and time of the bank transfer;
• Amount transferred;
• Name of the remitting bank;
• Screenshot or transaction receipt.

KIGORA will review and reconcile the matter based on the actual transaction records available.

KIGORA will never require Customers to provide their banking password, OTP, or Internet Banking login credentials in connection with the handling of a Complaint.

9. Affiliate/CTV-Related Complaints

Affiliate partners/CTV are parties that refer Customers to KIGORA and are not sellers on Kigora.com.

If a Customer receives:

• Inaccurate Product advice or information;
• Commitments or representations outside KIGORA’s published policies;
• A request to transfer money to a personal bank account;
• Advertising content that appears misleading;
• Conduct involving impersonation of KIGORA staff or representatives;

the Customer is requested to report the matter to KIGORA for verification.

KIGORA will investigate and take appropriate action against the relevant Affiliate partner/CTV in accordance with the applicable Affiliate Program rules if a violation is identified.

All valid purchases made through Kigora.com are transactions entered into directly between the Customer and KIGORA.

10. Customer Responsibilities

Customers are responsible for:

• Providing accurate and truthful information;
• Cooperating and providing documents reasonably necessary for verification;
• Not altering or falsifying documents, photographs, or videos;
• Properly retaining Products and packaging while a Return or Exchange request is being processed, where applicable;
• Refraining from continuing to use a Product while requesting an investigation into an issue that may relate to the Product’s quality or condition.

11. Complaint Resolution Principles

KIGORA handles feedback and Complaints based on the following principles:

• Respecting Customers’ lawful rights and interests;
• Conducting verification based on actual information and evidence;
• Providing transparent information regarding the proposed resolution;
• Prioritizing negotiation and mutual agreement between the parties;
• Complying with published policies and applicable law.

KIGORA will not refuse to accept a Complaint solely because the Customer has raised unfavorable feedback regarding a Product or service.

12. Where the Parties Cannot Agree on a Resolution

If the Customer and KIGORA cannot reach agreement on a resolution after discussion, the parties may pursue further resolution through:

• Negotiation;
• Mediation;
• A competent state authority;
• A consumer protection authority;
• Arbitration or a competent court, as permitted by applicable law.

Submitting a Complaint to KIGORA does not prevent the Customer from exercising other lawful mechanisms available to protect their rights and interests.

13. Complaint Records

KIGORA may retain information relating to Complaints for the purposes of:

• Monitoring and managing the resolution process;
• Protecting the rights and interests of the parties;
• Quality control and service improvement;
• Fraud prevention;
• Complying with applicable legal obligations.

Personal data relating to the Complaint process will be processed in accordance with Kigora.com’s Customer Information Privacy Policy.

14. Contact Information

For feedback or Complaints, Customers may contact KIGORA through:

• Hotline: 0839 922 923
• Email: kigogroup.vn@gmail.com
• Website: Kigora.com
• Customer Support Hours: Monday to Saturday, during business hours.