Support
Terms of Use
Effective from July 6, 2023, until further notice
By accessing our website, you agree to our Privacy Policy and Terms of Use.
1. Introduction
Welcome to Vinamilk Shop.
We are Vietnam Dairy Products Joint Stock Company (Vinamilk), headquartered at No. 10, Tan Trao Street, Tan Phu Ward, District 7, Ho Chi Minh City. Vinamilk has established an e-commerce platform via the website vinamilk.com.vn (hereinafter referred to as “Vinamilk Shop”), officially registered with the Ministry of Industry and Trade of Vietnam.
Vinamilk reserves the right to amend or supplement these Terms of Use at any time. Any changes will be announced to customers and publicly posted on vinamilk.com.vn, the Vinamilk app, Zalo Notification Service, and Vinamilk SMS Brand Name at least 7 days prior to enforcement.
We encourage customers to regularly review these Terms of Use to stay informed and exercise their data subject rights.
If you do not agree with any changes, you may stop using our services and notify us via email at eshop@vinamilk.com.vn. We will fulfill our obligations to protect your rights, including:
- Account deactivation
- Deletion of data related to your account
- Permanent cessation of data usage for any collection or other purposes
To the extent permitted by law, continued use of your Vinamilk member account will be deemed as acceptance of the updated Terms of Use.
By successfully registering a Vinamilk customer account, you confirm and agree to the methods, requirements, and policies described herein, and authorize Vinamilk to collect, use, disclose, and/or process your personal data as outlined. If you do not agree, please do not register for a Vinamilk member account.
2. Website Usage Guidelines
When accessing our website, customers must be at least 18 years old, or access under the supervision of a parent or legal guardian. Customers must have full legal capacity to conduct transactions in accordance with Vietnamese law.
You do not need to register an account to browse our website. However, purchase information must be accurate to ensure successful delivery. If you create an account, your login details must be truthful and updated if changed. Each user is responsible for their password, account, and activity on the website. If your account is accessed without authorization, you must notify us immediately.
We are not liable for any damages or losses resulting from failure to comply with these requirements.
Unless authorized in writing, commercial use of any part of this website or use on behalf of any third party is strictly prohibited. Violations may result in account termination without prior notice.
3. Customer Support
We operate under the principle: “Customer benefit is Vinamilk’s development goal”, combining excellent after-sales service with attentive care and a commitment to listening to customer feedback.
This approach guides our vision: Vinamilk as Vietnam’s most trusted brand in nutrition and health products.
All customer feedback is valued and considered our asset. We may immediately suspend accounts or take other actions in accordance with Vietnamese law if we detect any falsified information.
PROCESS FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS, AND COMPLAINTS FROM CONSUMERS AND VULNERABLE CONSUMERS
The process includes the following steps: Receive feedback, request, or complaint, Verify the issue, Investigate the cause, Propose a solution, Implement the solution, Monitor results and evaluate effectivenes.
PROCESS STEPS AND TIMELINES
| Step | Responsible Party | Tasks | Processing Time | Outcome |
|---|---|---|---|---|
| 1. Receive Complaint | Complaint Handling Dept | – Record full complaint details, Categorize the issue – Send email/SMS confirmation upon receipt | 1 hour | – Complaint content – Issue categorization |
| 2. Validate Issue | Complaint Handling Dept | – Verify the complaint – Identify root cause – Determine responsible individual | 12 hour | – Root cause identified – Responsible party assigned |
| 3. Propose Solution | Complaint Handling Dept | – Propose resolution – Recommend disciplinary action if applicable | 4 hour | – Resolution plan – Disciplinary action (if needed) |
| 4. Review Solution | Customer Service Manager | – Review and approve proposed solution | 4 hour | |
| 5. Respond to Customer | Complaint Handling Dept | – Communicate resolution clearly to ensure customer understanding and satisfaction | 4 hour | – Customer feedback on resolution |
| 6. Follow-Up | Complaint Handling Dept | – Monitor resolution to confirm customer satisfaction | Within 3 working days |
1. FOR GENERAL CONSUMERS:
Vinamilk is responsible for notifying consumers of complaint receipt within 3 working days from the date of receiving feedback, requests, or complaints.
2. FOR VULNERABLE CONSUMERS:
According to Article 8 of Law No. 19/2023/QH15 on Consumer Protection, vulnerable consumers include:
Group 1: Individuals aged 60 and above
Group 2: Persons with disabilities
Group 3: Children under 16
Group 4: Ethnic minorities; residents of ethnic minority areas, mountainous regions, islands, or socio-economically disadvantaged areas
Group 5: Pregnant women or women raising children under 36 months
Group 6: Individuals with serious illnesses
Group 7: Members of poor households
ACCESS METHODS AND APPROPRIATE MEASURES BY PRIORITY GROUP:
| No. | Consumer Group (*) | Processing Time | Access Method & Measures |
| 1 | Group 6 | Within 24 hours from receipt | - Emergency priority - In-depth internal investigation - Legal or medical support (if needed) - Clear commitment to compensation/remedy (if applicable) |
| 2 | Group 1, 2, 3 & 5 | Within 2 working days | - Gentle, easy-to-understand communication - Fast processing with minimal paperwork |
| 3 | Group 4 & 7 | Within 3 working days | - Standard resolution process - Ensure transparency and evidence |
| 4 | General consumers (outside the 7 groups) | Within 3 working days from receipt | - Standard resolution process - Ensure transparency and evidence |
GUIDANCE FOR VULNERABLE CONSUMERS
According to Article 8 of Law No. 19/2023/QH15 on Consumer Protection:
1.Vulnerable Consumers Include the Following Groups:
Group 1: Individuals aged 60 and above
Group 2: Persons with disabilities
Group 3: Children under 16 years old
Group 4: Ethnic minorities; individuals living in ethnic minority regions, mountainous areas, islands, socio-economically disadvantaged areas, or areas with special socio-economic difficulties
Group 5: Pregnant women or women raising children under 36 months
Group 6: Individuals with serious illnesses
Group 7: Members of poor households
2.Principles for Serving Vulnerable Consumers:
Vulnerable consumers are entitled to priority care over general consumers, specifically:
i) They must be provided with clear, understandable, and accessible information
(If illiterate, the company will assist through verbal explanations or visual aids)
ii) Requests for protection must not be denied due to differences in language, writing, customs, or traditions
iii) In cases of delay, refusal of priority, or denial of request handling, compensation must be provided in accordance with civil law
3.Contact Methods for Feedback and Complaints:
Customers may contact Vinamilk through, but not limited to, the following channels:
Hotline: 1900 636 979
- In-person: Visit any Vinamilk Store nationwide
(If elderly, unfamiliar with technology, or have hearing/speech difficulties, they may ask a relative to assist. Staff will explain clearly using verbal and visual aids) - Email: vinamilk@vinamilk.com.vn; chamsockhachhang@vinamilk.com.vn; eshop@vinamilk.com.vn
(If unfamiliar with writing, a relative may help compose a clear and concise message: What product? What issue? What support is needed?) - Facebook/Fanpage: Send messages via Vinamilk Shop & More, Vinamilk, Life At Vinamilk, Vinamilk - Healthy Living, Vinamilk Mums & Babies
- Zalo OA: Contact via Zalo OA Vinamilk Shop & More.
E-commerce platforms: Chat directly with Vinamilk’s official stores on Shopee, Lazada, or TikTok.
Contact Method Matrix by Consumer Group
| No. | Consumer Group (*) | Hotline | Facebook/ Fanpage | Vinamilk Stores | Zalo OA | Shopee/ Lazada/ Tiktok | ||
| 1 | Group 1 | Age ≥ 60 | x | x | x | x | x | x |
| 2 | Group 2 | Physical disability | x | x | x | x | x | |
| Hearing/ speech disability | x | x | x | x | x | |||
| 3 | Group 3 | Under 16 years old | x | x | x | x | x | x |
| 4 | Group 4 | Ethnic minorities/ mountainous areas | x | x | x | |||
| 5 | Group 5 | Pregnant or raising child <36 months | x | x | x | x | x | x |
| 6 | Group 6 | Serious illness | x | x | x | x | x | x |
| 7 | Group 7 | Poor households | x | x | x | x | x | x |
Vinamilk Shop Customer Care Center
Address: No. 10, Tan Trao Street, Tan My Ward, Ho Chi Minh City
Phone: 1900 636 979
Email: eshop@vinamilk.com.vn
Operating Hours: Monday to Friday
- Morning: 08:00 – 12:00
- Afternoon: 12:30 – 18:00
Vinamilk Store Hours: 07:30 – 20:00 (Daily)
4. Trademark and Copyright
All intellectual property rights (whether registered or unregistered), informational content, and all designs, text, graphics, software, images, videos, music, sound, software translations, source code, and underlying software are the property of Vinamilk.
All content on this website is protected under Vietnamese copyright law and international conventions. All rights are reserved.
5. Legal Jurisdiction
The terms, conditions, and content of this website are governed by Vietnamese law, and any disputes arising from unauthorized use of this website shall be resolved by competent courts in Vietnam.
6. Transaction Security at Vinamilk Shop
We utilize services to protect information related to product listings posted by sellers on Vinamilk Shop. These measures are in place to ensure transactions are conducted successfully and to minimize potential risks.
7. Dispute Resolution
Any disputes, complaints, or claims arising from or related to transactions at Vinamilk Shop or these Terms and Conditions shall be resolved through negotiation, mediation, arbitration, and/or litigation, in accordance with Chapter 4 of the Law on Protection of Consumer Rights, which governs dispute resolution between consumers and business entities.
8. Governing Law and Jurisdiction in Vietnam
All Terms and Conditions and Contracts (including any non-contractual obligations or related matters) shall be governed by and interpreted under Vietnamese law.
In the event of a dispute arising from these Terms of Use, customers have the right to file a complaint or lawsuit with a competent court in Vietnam for resolution.
