Ngoc Lien Aquarium Fish – LienBetta.Com respects the lawful rights and interests of our customers. We have established procedures for receiving and handling feedback, requests, and complaints to ensure that customers can easily contact us when issues arise concerning products, orders, payments, delivery, returns, refunds, personal information protection, or other activities on the website.

1. Contact Methods

Customers may submit feedback, requests, or complaints through the following online contact methods:

Zalo / WhatsApp: +84 398 629 758

Customers may use the above methods to request assistance, report an issue, or submit a complaint regarding a transaction.

For matters related to an order, customers are advised to provide the order number so that we can check and process the request more quickly.

2. Matters Covered by Feedback, Requests and Complaints

Customers may contact us regarding matters including:

Product information that does not match the information confirmed with the customer.
Missing products or incorrect products delivered.
Condition of the fish upon receipt.
Issues occurring during delivery.
Delayed or unsuccessful delivery.
Payment and payment confirmation.
Order cancellation requests.
Returns and refunds.
Personal information protection and processing.
Product prices or related fees.
Other issues arising during the use of the website or the completion of a transaction.

3. Information to Provide

To ensure that requests are processed quickly and accurately, customers are advised to provide:

Full name.
Phone number or contact information.
Order number, if applicable.
Details of the feedback, request, or complaint.
Date and time when the issue occurred.
Relevant photos, videos, or documents, if available.

For complaints concerning the condition of fish upon receipt, customers are advised to provide actual photos or videos of the package and the product so that we have sufficient grounds for verification.

4. Receiving and Handling Process

Step 1: Receiving the Request

After receiving feedback, a request, or a complaint, we will review the information provided by the customer and determine the matter requiring attention.

Step 2: Verification

Depending on the circumstances, we may verify:

Order information.
Payment history.
Shipping information.
Product information.
Photos or videos provided by the customer.
Information with the carrier or other relevant parties when necessary.

If the information provided is incomplete, we may ask the customer to provide additional information necessary for verification.

Step 3: Proposed Resolution

After completing the verification, we will inform the customer of the result and the appropriate resolution.

Depending on the circumstances, the resolution may include:

Guiding the customer on how to resolve an issue or use the product.
Adding or correcting order information.
Supporting a product replacement.
Issuing a refund in accordance with the applicable policy.
Providing another appropriate solution as agreed between the parties.

Step 4: Completion

After the agreed resolution has been implemented, we will notify the customer of the outcome.

5. Response and Processing Time

We commit to providing an initial response within no more than 02 business days from the time we receive feedback, a request, or a complaint containing all necessary information.

For simple matters, we expect to resolve the issue within 03 business days.

For cases requiring additional verification with the customer, carrier, bank, payment provider, or other relevant parties, processing may take longer.

If additional time is required, we will inform the customer of the processing status and the expected timeline for the next steps.

6. Handling Cases Involving Ornamental Fish

As ornamental fish are live animals, certain requests must be verified based on the actual condition of the fish and the transportation process.

In the event that a fish is dead upon arrival (DOA – Dead on Arrival), customers are requested to contact us immediately after receiving the shipment and provide photos or videos showing the actual condition.

Customers are strongly advised to record a continuous video from the moment they begin opening the package until the fish have been inspected. Such photos or videos help us objectively verify the condition of the product and the delivery process.

After verification, we will handle the matter in accordance with the Shipping, Returns and Refund Policy.

7. Resolution Principles

LienBetta.Com handles feedback, requests, and complaints based on the following principles:

Receiving and handling matters in good faith and with respect for customers.
Objectively reviewing relevant information before determining a resolution.
Protecting the lawful rights and interests of all parties.
Protecting customer information throughout the handling process.
Not requesting information that is unnecessary for verification.
Handling matters in accordance with published policies and applicable laws.

8. Cases with Insufficient Information

If feedback, a request, or a complaint does not contain sufficient information to identify or verify the issue, we may contact the customer to request additional information.

The processing period may resume after all necessary information has been received.

If we are unable to contact the customer because the contact information is inaccurate, or if the necessary additional information is not provided, processing may be suspended until sufficient information is available to proceed.

9. Cases Involving Third Parties

Certain issues may involve banks, payment providers, carriers, logistics providers, or other service providers.

In such cases, LienBetta.Com will cooperate with the relevant parties to the extent reasonably possible to verify the matter and assist the customer.

The processing time may depend on the response time of the relevant third party.

Customers may use the information provided above to submit feedback, request assistance, or file complaints concerning products, orders, payments, delivery, returns, refunds, personal information protection, or other issues arising during transactions on LienBetta.Com.

Feedback, requests, complaints