1. Purpose
The website Cham Riverside always places customer benefits as our top priority. We have established a mechanism for receiving and resolving feedback, requests, and complaints to ensure that every customer opinion is fully received, processed transparently, and responded to within a reasonable timeframe in accordance with the law.
This policy applies to all customers who conduct purchase transactions or use services on the website Cham Riverside.
2. Methods of receiving feedback, requests, and complaints
Customers may submit feedback, requests, or complaints through one of the following methods:
Website: https://chamriverside.com
Hotline: 0888 770 775 – 0987 773 777
Email: info@chamriverside.vn
Online contact form on the website: the “Contact” or “Customer Support” page.
Physical address (if applicable):
CHAM RIVERSIDE JOINT STOCK COMPANY (CHAM RIVERSIDE JSC) – Tax Code: 0402326308
05 Le Quang Hoa Street, Hoa Xuan Ward, Cam Le District, Da Nang City, Vietnam
Customers are kindly requested to provide the following information:
- Full name;
- Phone number;
- Email;
- Order code (if any);
- Content of the feedback, request, or complaint;
- Related images, videos, or documents (if any).
3. Procedure for receiving and processing
Step 1. Receiving information
Immediately upon receiving feedback or a complaint from the customer, the Customer Care Department will record the information and check the completeness of the file.
If the information is incomplete, the customer will be asked to provide additional details to facilitate the processing.
Step 2. Verification
The website will:
- Check order information;
- Cross-check transaction data;
- Check shipping status;
- Work with the shipping partner or related departments (if necessary).
Step 3. Initial response
After receiving complete information, we will send a confirmation of receipt and notify the customer of the intended resolution plan.
Step 4. Resolution
Depending on the case, the website will:
- Provide explanations;
- Support returns or exchanges;
- Issue refunds (if eligible);
- Deliver replacement goods;
- Adjust order information;
- Or apply other appropriate solutions in line with the website’s policies.
Step 5. Closure
Once the case is resolved, the website will notify the customer of the outcome via phone, email, or the registered contact channel.
4. Response times
| Request type | Initial response time | Expected resolution time |
|---|---|---|
| Product consultation | Within 24 business hours | Same day |
| Order confirmation | Within 24 business hours | 01 business day |
| Product quality feedback | Within 24 business hours | 03–07 business days |
| Delivery complaints | Within 24 business hours | 03–05 business days |
| Return / exchange requests | Within 24 business hours | 03–07 business days |
| Refunds | Within 24 business hours | 05–10 business days (depending on payment method) |
| Other complaints | Within 24 business hours | No more than 15 business days (except in force majeure cases) |
In cases where additional verification time is required, we will proactively notify the customer.
5. Support measures for resolution
To ensure prompt and accurate resolution, the website applies the following measures:
- Storing transaction and order history;
- Managing processing status on the system;
- Verifying payment data;
- Cross-checking information with the shipping partner;
- Receiving images, videos, and supporting documents from customers;
- Providing support via phone, email, and online forms;
- Coordinating between related departments for the fastest possible resolution.
6. Rights and responsibilities of customers
Customers are responsible for:
- Providing honest information;
- Cooperating during the verification process;
- Not exploiting the policy for improper gain.
The website reserves the right to refuse resolution in the following cases:
- Inaccurate information;
- No verifiable grounds;
- Signs of fraud or violation of the law.
7. Contact information
Website: Cham Riverside
Hotline: 0888 770 775 – 0987 773 777
Email: info@chamriverside.vn
