Complaint resolution


COMPLAINT RESOLUTION POLICY

1. General Principles
Tango Sport is committed to receiving and processing all customer complaints related to product and service quality in a spirit of good faith, transparency, and compliance with the law.

2. Reception Methods
Customers can submit complaint requests through official channels:

  • Hotline/Zalo: 0386 29 8386

  • Email: tangopickleballvn@gmail.com

  • Address: 25/13 Nguyen Du, Hanh Thong Ward, Ho Chi Minh City.

3. Process and Response Time

  • Step 1 - Reception: The Customer Service department records the information and sends a confirmation response to the customer within 24 working hours.

  • Step 2 - Verification & Proposal: Cross-reference evidence (unboxing images/videos provided by the customer) and notify the proposed resolution (exchange, warranty, or refund) within a maximum of 48 working hours.

  • Step 3 - Conclusion: Both parties agree on the resolution and proceed with the process. If an amicable resolution cannot be reached, the matter will be resolved by the competent authority.

4. Responsibilities of Parties

  • For Customers: Please provide truthful, accurate information and maintain the original condition of the faulty product so that the company has a basis to work with the shipping partner or manufacturer.

  • For the Company: We are committed to taking full responsibility to stand with the customer in dealing with the supplier regarding product warranty, making correct and appropriate decisions for the customer.