Complaints & Dispute Resolution
Effective 18 August 2026 · Procedure version 2026-08-18.v1
MAEL aims to review complaints fairly, promptly and based on the available evidence. Submitting a complaint is free of charge.
How to submit a complaint
Please contact MAEL through the email address, telephone number or form published on the Contact Us page.
Please provide, where relevant:
- Your order number and contact details;
- The product concerned;
- A clear description of the issue;
- The outcome you are requesting;
- Relevant photographs, video, tracking information, payment confirmation or correspondence.
Please do not send passwords, one-time passwords, full card numbers or card security codes.
Acknowledgement
MAEL will acknowledge the complaint within 3 business days after receipt, provided that the customer has supplied a usable contact method. The acknowledgement will normally include a case reference or other means of identifying the complaint.
“Business day” means Monday to Friday, excluding public holidays in Vietnam.
An acknowledgement confirms receipt only. It is not an admission of liability and is not necessarily the final resolution.
Review process
- MAEL reviews the relevant order, payment, product, fulfilment and communication records.
- MAEL may request only additional information reasonably necessary to assess the issue.
- MAEL may contact the carrier, payment provider or another relevant third party where required.
- MAEL will inform the customer if third-party information is causing a material delay.
- MAEL will provide a written outcome or proposed resolution as soon as reasonably practicable.
Depending on the circumstances and applicable law, a resolution may include clarification, repair, replacement, exchange, refund, reimbursement of reasonable documented costs or another appropriate remedy.
Escalation
If the customer disagrees with the initial outcome, the customer may request a further review and explain which facts or evidence should be reconsidered. Where reasonably practicable, the further review will be handled by a person who was not solely responsible for the initial outcome.
Nothing in this procedure removes or restricts any right to contact a competent consumer-protection authority, payment provider, court or other dispute-resolution body, or to exercise any mandatory remedy available under applicable law.
Record keeping and privacy
MAEL may retain the complaint, supporting evidence, communications and resolution records for legitimate business, legal, fraud-prevention and dispute-handling purposes, subject to applicable privacy and record-retention requirements.
