Micafi Service Complaint Guidelines. At Micafi, transparency and customer rights are always our top priorities. During the use of proxy purchasing, proxy shipping, and international logistics services, if any issues arise, customers may submit complaints in accordance with the guidelines below.

I. General provisions

  • Micafi acts solely as an intermediary providing proxy purchasing, payment assistance, and international shipping services, and does not directly sell goods.
  • Customers are required to make full and timely payments to ensure order processing and delivery schedules.
  • Purchased goods are not eligible for exchange or return, except in cases of valid complaints in accordance with this policy.
  • Micafi is not responsible for orders placed by customers using fraudulent credit cards, goods of unclear origin, or items belonging to prohibited categories.

II. Responsibilities of Micafi

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

III. Insurance & compensation policy

1. Cargo insurance

  • Orders with a declared value from a specified threshold and above are required to declare cargo value and pay an insurance surcharge (x%).
  • If the cargo value is not declared, the maximum compensation in case of loss is limited to four (04) times the shipping fee.

2. Compensation policy

  • Total package loss: Compensation of 100% of the invoice value if the loss is attributable to Micafi and the goods were properly declared.
  • Partial item loss: If caused by Micafi, compensation will be based on the invoice value of the lost item.
  • No compensation applies if the cause is attributable to the customer, the supplier, or force majeure events (customs inspection, natural disasters, flight delays, etc.).

IV. Complaint conditions & procedures

1. Required documentation

  • Documents confirming that Micafi received the goods at the warehouse.
  • Photos/videos recorded while opening the package immediately upon receipt.
  • Purchase invoice (for proxy purchasing orders).

2. Cases not eligible for complaint acceptance

  • Factory-sealed goods ordered directly by the customer.
  • Insufficient or unclear evidence.
  • Orders not registered under the rightful owner or involving fraudulent credit card usage.

3. Complaint submission deadlines

  • International shipments: Up to 30 days from the date goods arrive at the overseas warehouse.
  • Domestic shipments: Up to 05 days from the date the customer receives the goods.
  • After these deadlines, orders are deemed successfully and fully delivered.

4. Processing time

  1. From 15 to 30 days, depending on the complexity of the case.
  2. In cases of force majeure, Micafi will clearly notify customers of the situation and timeline.

V. Liability exclusions

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

  • Damage caused by the inherent nature of the goods or fault of the sender/recipient.
  • The recipient refuses to accept delivery.
  • Goods falling under prohibited transportation categories.
  • Goods without valid invoices or confiscated by competent authorities.
  • Loss occurring after the goods have departed from Micafi’s warehouse in Vietnam.
  • Force majeure events (natural disasters, war, sudden customs policy changes, etc.).

VI. Dispute resolution

  • Micafi prioritizes dispute resolution through amicable negotiation, goodwill, and cooperation.
  • If no agreement can be reached, disputes shall be resolved in accordance with Vietnamese law.
  • Customers are required to contact Micafi Customer Support directly for assistance.
  • Any acts of defamation or dissemination of false information via social media or email that harm Micafi’s reputation are strictly prohibited.

Micafi remains committed to supporting customers in all international transactions, guided by the principle: “Transparency – Safety – Customer Rights Protection.”