Baby Boss receives feedback, requests and complaints in good faith, confidentially, with case tracking and evidence verification, and without limiting consumers' lawful rights.
1. Scope
- Product information, pricing, promotions, ordering, payment, delivery, inspection, cancellation, returns and refunds.
- Quality, safety, packaging condition, temperature or storage and service.
- Accounts, website content, intellectual property, security, personal data and technical incidents.
- Consultation or partnership forms, distribution, agency, franchise, OEM/ODM, Gelato setup, event services and other lawful requests.
2. Contact channels
| Channel | Details | How to use it |
|---|---|---|
| Hotline | 1900 99 88 80 | Priority for an order in transit, wrong, missing or damaged goods, melting, or a safety issue requiring immediate attention. |
| bod@babyboss.com.vn | Send the details, order code, photos, video or documents; use for a request that needs a retained record. | |
| Website form | https://babyboss.vn/en/policies/ho-tro-truc-tuyen | Submit an online request. The system records it 24/7 and staff process it on working days. |
| Official Zalo | The link published on babyboss.vn | For quick support. Do not send OTPs, passwords or card data. |
| Written post | Floor 14, HM Town Building, 412 Nguyen Thi Minh Khai Street, Ban Co Ward, Ho Chi Minh City, Vietnam | For paper records or a formal written request. |
3. Information to provide
- Name, reachable phone number or email and the sender's capacity.
- Order or transaction code, order or receipt time, address or point of sale and purchase channel.
- A description of what happened, the desired outcome and any earlier exchanges.
- Photos or video of the product, packaging and label, payment or delivery evidence, and other relevant documents.
Baby Boss asks only for data needed to verify the matter and does not request passwords, OTPs, PINs, CVVs or banking secrets.
4. Process
- Receipt and record: create a case or tracking code and identify the contact channel and priority.
- Verification: check the order, payment, delivery, stock, photos or video, sample product and relevant parties' information.
- Initial response: state the status, any missing information and the expected resolution time.
- Proposed outcome: explanation, correction, supplementary delivery, replacement, support, refund, reasoned refusal or another suitable measure.
- Confirmation and action: record agreement or remaining disagreement, carry out the outcome, reconcile records and provide updates.
- Closure and retention: notify the result and retain evidence as needed. The complainant may continue to a competent authority.
5. Target times
| Milestone or case type | Target time |
|---|---|
| Acknowledgement | Within 1 working day after Baby Boss receives the request. |
| Initial response | Within 2 working days. If data is missing, Baby Boss identifies what must be added. |
| Wrong or missing goods, damaged packaging or visible melting on delivery | Immediate priority; a proposed outcome is normally provided within 3 working days after sufficient evidence is received. |
| Pricing, promotion, ordinary order or delivery matter | Normally completed within 7 working days after sufficient information is received. |
| Payment, duplicate charge, refund or reconciliation | Normally verified with an outcome proposed within 7 working days. Time for funds to arrive follows the payment provider or bank period stated in the refund policy. |
| Quality, safety or a complex incident involving several parties | Normally no more than 15 working days. Baby Boss provides progress updates if more time is needed. |
| Personal-data rights request | Acknowledged within 3 working days and handled within 30 days after sufficient information is received, unless another period applies by law. |
Periods run from the time Baby Boss has sufficient necessary information. A food-safety or data-leak emergency receives immediate priority and interim measures may be taken before a final conclusion.
6. Resolution tools and measures
- Order-code lookup, status history, payment and delivery logs and confirmation notices.
- Photos, video, documents, delivery records, product inspection or retained samples where appropriate.
- Reconciliation with the relevant bank, payment provider, delivery provider, point of sale or specialist team.
- Temporary transaction lock, processing pause, recall or disposal of unsafe goods, or user warning where needed.
- Direct negotiation, mediation, arbitration, courts or a state regulator according to the parties' rights.
7. Confidentiality, records and non-retaliation
Complaint information is used only for handling, reconciliation, quality improvement and protecting lawful rights. It is not published with personal data without a legal basis. Baby Boss does not disadvantage a user merely because they exercise a lawful complaint right.
The operator and official contact details are published at the end of this page.
Effect, changes and dispute resolution
These terms are governed by Vietnamese law. Baby Boss may update them when its functions or the law changes; a new version must be dated, made easy to access and must not remove rights already arising from an earlier transaction. Disputes are first addressed through negotiation and may then be resolved through mediation, arbitration, the courts or another competent authority.