Micafi Service Complaint Guide

Micafi is committed to transparency and the protection of customer rights. During the use of Micafi’s international shopping, proxy purchasing, and cross-border shipping services, if any issues arise, customers may submit a complaint in accordance with the guidelines below.

I. General Regulations

• Micafi acts solely as an intermediary providing proxy purchasing, payment assistance, and international shipping services, and does not directly sell products.
• Customers are required to complete full and timely payment to ensure proper order processing.
• Purchased goods are not eligible for return or exchange, except in valid complaint cases as defined by Micafi’s policies.
• Micafi bears no responsibility for orders placed using fraudulent credit cards, goods of unclear origin, or items prohibited by law.

II. Responsibilities of Micafi

• Inspect the condition of goods upon receipt at Micafi’s international warehouses.
• Carry out export and import procedures in compliance with applicable laws and regulations.
• Proactively notify customers of any changes related to shipping methods or freight charges.
• Receive and process valid complaints within the specified timeframe.
• Provide compensation in accordance with policy if losses occur due to Micafi’s fault.

III. Insurance & Compensation Policy

1. Cargo Insurance

• Orders with a declared value from … and above are required to purchase cargo insurance at an additional fee (x%).
• If the declared value is not provided, the maximum compensation in case of loss will be up to four (04) times the shipping fee.

2. Compensation Policy

• Total package loss: Compensation of 100% of the invoice value will be provided if the loss is caused by Micafi and the declared value is accurate.
• Partial item loss: If caused by Micafi, compensation will be based on the invoice value of the affected item.
• No compensation will be granted if the issue is caused by the customer, the supplier, or force majeure events (customs inspection, natural disasters, flight delays, etc.).

IV. Complaint Conditions & Procedures

1. Required Documentation

• Proof confirming that Micafi received the goods at its warehouse.
• Photos or videos recorded during the unboxing process immediately upon receipt.
• Purchase invoice (applicable to proxy purchase orders).

2. Cases Not Eligible for Complaints

• Sealed goods placed directly by the customer.
• Insufficient or unclear evidence.
• Orders not placed by the rightful owner or involving fraudulent credit card usage.

3. Complaint Time Limits

• International shipments: Within a maximum of 30 days from the date the goods arrive at the overseas warehouse.
• Domestic shipments: Within a maximum of 05 days from the date of receipt.
• After these periods, the order will be deemed successfully delivered in full.

4. Processing Time

1. From 15 to 30 days, depending on the complexity of the case.
2. In force majeure situations, Micafi will clearly notify the customer.

V. Disclaimer of Liability

Micafi shall not be liable for compensation in the following cases:

• Damage caused by the inherent nature of the goods or by the sender/recipient.
• The recipient refuses to accept the shipment.
• Goods classified as prohibited for transportation.
• Goods without valid invoices or confiscated by competent authorities.
• Loss occurring after the shipment has left Micafi’s warehouse in Vietnam.
• Force majeure events (natural disasters, war, sudden customs policy changes, etc.).

VI. Dispute Resolution

• Micafi prioritizes dispute resolution through goodwill, negotiation, and mutual cooperation.
• If no agreement can be reached, disputes shall be resolved in accordance with the laws of Vietnam.
• Customers must contact Micafi’s Customer Support Department directly for assistance.
• Any acts of defamation or dissemination of false information on social media or via email that harm the brand’s reputation are strictly prohibited.

Micafi accompanies customers in every international transaction with the commitment: “Transparency – Security – Customer Rights Protection.”