Complaint Resolution policy


Boston Pharma is always responsible for receiving and handling customer complaints related to transactions at the e-commerce site. When complaints and disputes arise, Boston Pharma promotes negotiation and mediation between the parties to maintain the relationship and trust of customers in Boston Pharma's service quality. The complaint process follows these steps:

Customers make complaints about the goods and services of Boston Pharma e-commerce (Boston via:

- Step 1: Send an email to the email address:; or Call Hotline 19001910; or Buyer submits a claim at: Boston Vietnam Pharmaceutical Joint Stock Company - Address: 41 Tran Hung Dao, Ward 6, District 5, Ho Chi Minh City.

- Step 2: The Customer Care Department will receive complaints and contact the customer to clarify the requirements as soon as possible and no later than 5 working days from the date of receipt of the request. Depending on the nature and extent of the incident, Boston Pharma will take specific measures to assist customers in resolving complaints and disputes.

- Step 3: Boston Pharma may request customers and/or service partners to provide information and evidence related to transactions and products to verify and clarify the case and take appropriate action.

- Step 4: In the event that Boston Pharma has made efforts to resolve the complaint or dispute but the matter is beyond the capacity and authority of Boston Pharma, Boston Pharma will request the customer to bring the case to the competent state agency. They have the right to resolve their disputes according to the provisions of law.

Boston Pharma respects and strictly implement the provisions of the law on protecting the interests of customers (consumers). Therefore, Boston Pharma is always committed to providing complete, accurate, honest, and detailed information related to products. All acts of fraud and fraud in business are condemned and must be fully responsible before the law.

Parties including Boston Pharma – seller and customer – buyer have an important and responsible role in actively resolving the matter. Upon request, Boston Pharma will provide buyer-related information if agreed to by the buyer (in connection with the dispute) or to the extent permitted by law.

In the event that the transaction gives rise to a complaint or dispute that is determined to be Boston Pharma's fault, Boston Pharma will terminate and remove all news articles about the product and compensate the customer satisfactorily based on the agreement. with customers.

If Boston Pharma and the parties have attempted to address the disagreement originating from the transaction between the customer and Boston Pharma by negotiation and agreement but have been unsuccessful, one of the two parties, either the customer or Boston Pharma, will be able to bring the case to the competent state agency for settlement to ensure the legitimate interests of the parties.

Any controversy, claim, or dispute arising out of or in connection with transactions on the Website or these Terms and Conditions will be resolved by negotiation, conciliation, arbitration, and/or court. According to the Law on Protection of Consumer Rights (2010), Chapter 4 on Settlement of Disputes between Consumers and Organizations and Individuals Trading in Goods and Services.