COMPLAINT RESOLUTION POLICY

Last Updated: October 9, 2026

VERITY respects the rights and interests of its customers and is committed to receiving, reviewing, and resolving complaints regarding products, orders, and services in a fair, transparent, and reasonable manner.

1. Scope of Complaints

Customers may contact VERITY regarding complaints related to:

Product quality or condition.
Defective or abnormal products.
Products that do not match the order.
Missing products or accessories.
Delivery-related issues.
Payment or refund issues.
Customer service.
Other matters directly related to VERITY products or orders.

2. Complaint Channels

Customers may submit complaints directly through:

VERITY's official social media page.
The phone number listed on the website.
VERITY's official Zalo account.
Other contact channels officially published by VERITY on its website.

Customers are encouraged to use the official contact information published on the website to ensure that their request is properly received.

3. Information Required

To help VERITY review and resolve a complaint efficiently, customers should provide:

Full name.
Order number or order information.
Description of the issue.
Photos of the product.
Purchase receipt/order confirmation from email or the customer's website account.
Videos or other supporting materials where necessary.

For complaints involving product defects, VERITY may request additional photos or videos to verify the actual condition of the product.

4. Resolution Process

Step 1 — Submission

VERITY will receive and record the customer's complaint.

Step 2 — Verification

VERITY will review the order information, proof of purchase, product condition, and other relevant information.

Where necessary, VERITY may request additional information, photos, or videos from the customer.

Step 3 — Resolution

After completing the verification process, VERITY will inform the customer of the result and an appropriate resolution.

Depending on the circumstances, the resolution may include:

Technical assistance or usage guidance.
A 1:1 replacement if the product is confirmed to have a covered defect.
A refund in accordance with the Return & Refund Policy.
Replacement of missing products or accessories.
Coordination with the shipping carrier where the issue occurred during delivery.
Other reasonable solutions appropriate to the specific case.

Step 4 — Implementation

Once the resolution has been confirmed, VERITY will proceed according to the agreed solution.

5. Processing Time

VERITY will make reasonable efforts to respond to complaints within a reasonable period.

Actual resolution times may vary depending on the complexity of the case, product condition, verification process, and cooperation of the parties involved.

Cases requiring coordination with shipping carriers or other third parties may take longer than expected.

6. Cases Outside VERITY's Responsibility

VERITY may reject or limit assistance for cases involving:

Damage caused by improper use.
Abnormal physical damage or impact.
Intentional alteration or damage.
Insufficient information or evidence to verify the complaint.
Products not purchased from VERITY or whose origin cannot be verified.
Matters outside VERITY's responsibility under the applicable policies.

Where a complaint is rejected, VERITY will provide an appropriate explanation.

7. Resolution Principles

VERITY aims to resolve complaints based on:

Accuracy of the information provided.
Proof of purchase.
Actual product condition.
The applicable policies.
The lawful interests of both the customer and VERITY.

VERITY encourages customers to contact us directly to resolve an issue before pursuing other forms of action.

8. Contact

If you require assistance or wish to submit a complaint, please contact VERITY through the official contact information published on our website.

VERITY reserves the right to update this Complaint Resolution Policy when necessary. The latest version will be published on the website.