The procedure for receiving and resolving feedback, requests, and complaints is established to define the process for handling such matters raised by Customers during their use of the Website and transactions with the Company. This policy applies to all organizations and individuals accessing or using the Website https://blanketlasante.com/.

1. Policy Purpose

This policy outlines the methods for receiving and the procedures for handling Customer feedback, requests, and complaints arising from the use of the Website and transactions involving goods and services directly provided by Sammy Vietnam Co., Ltd. (hereinafter referred to as "Lasante’").

The Company is committed to receiving and resolving Customer feedback, requests, and complaints in an objective, transparent, and timely manner, in accordance with the law, to ensure the legitimate rights and interests of all parties.

2. Methods for Receiving Feedback, Requests, and Complaints

Customers may submit feedback, requests, or complaints via any of the following official channels:

• Support Hotline & Zalo: +84921 999 066

• Dedicated Email: lasantedeparis@gmail.com

• Official Website: https://blanketlasante.com/

• Facebook Fanpage: Lasante’ Việt Nam

• Head Office Address: No. 5, Lane 21, Alley 28, Y La Street, Duong Noi Ward, Ha Dong District, Hanoi City, Vietnam.

• Or via written correspondence or other lawful contact methods as prescribed by law.

Required Customer Information for Submission:

When submitting a request or complaint, Customers are encouraged to provide the following information (such as order details—Order ID, ordering phone number, and images/videos illustrating any product defects) to enable staff to verify the issue and provide assistance as quickly as possible:

• Full name

• Phone number

• Email address

• Order number or transaction details (if applicable)

• Details of the feedback, request, or complaint

• Relevant documents, images, or video evidence (if applicable)

3. Complaint Receipt and Handling Process

Lasante’ Vietnam accepts all customer complaints and warranty support requests regarding the following issues:

• Product Quality: Bedding and mattress issues such as technical defects, stitching, material quality, peeling, pilling, etc.

• Logistics & Service: Packaging standards, shipping services, and the attitude of delivery personnel.

• Order Operations: Issues arising during the product exchange/return process or order payment.

Processing Timeframes:

• Standard Response & Resolution Time: Within a maximum of 03 working days from the receipt of information from the customer.

• Special Circumstances: In situations of force majeure (natural disasters, epidemics, supply chain disruptions, etc.), both parties will proactively negotiate to find the most suitable solution.

4. Dispute Resolution Mechanism

Any complaint or dispute arising from transactions on the website or related to the Terms & Conditions of Purchase shall primarily be resolved through negotiation and conciliation in a spirit of mutual cooperation.

In the event that a mutual agreement cannot be reached through negotiation, either party reserves the right to refer the matter to a competent People's Court in Vietnam for resolution in accordance with Vietnamese law.

5. Other General Provisions

• Acceptance of Terms: All Terms and Conditions of Purchase at Lasante’ Vietnam are governed by and construed in accordance with the laws of Vietnam. Customers are advised to carefully review these regulations before conducting a transaction.

• Right to Modify Content: Lasante’ reserves the right to amend or update these Terms and Conditions at any time. Amendments shall take effect immediately upon their official publication on the website.

• Handling of Violations: In the event of fraud or violations of the Website Terms of Use that cause damage to the system, Lasante’ reserves the right to suspend or permanently disable the user's account.

Contact Information — Lasante’ Vietnam

• Support Hotline & Zalo: +84921 999 066

• Email: lasantedeparis@gmail.com

• Official Website:  https://blanketlasante.com/https://blanketlasante.com/

• Facebook Fanpage: Lasante’ Việt Nam