1. Method of reception
- Customers can submit feedback, requests, or complaints related to RON's products, orders, or services through the following methods:
Hotline: 0904.025.869
+ Email: karon.office@gmail.com
+ Online contact form: via the "Contact Us" section on the karon.vn website

- To enable RON to quickly inspect and process issues, customers should provide relevant information such as:
Full name;
+ The phone number or email address used when placing the order;
+ Order number (if any);
+ Content of feedback, requests, or complaints;
+ Images, videos, certificates, or related documents (if any).

2. Procedures for receiving and processing applications
Step 1 – Receipt:
- RON receives customer feedback, requests, and complaints through the published methods.

Step 2 – Check and verify:
- RON examines customer information, orders, products, and related documents to determine the cause, scope, and responsibilities of the parties involved.
- If necessary, RON may request customers to provide additional information, images, videos, or documents to assist in the verification process.

Step 3 – Feedback:
- RON informs customers about the receipt and initial inspection results, and guides them through the next steps if necessary.

Step 4 – Solution:
Based on the content of the feedback, request, or complaint and the results of the verification, RON will take appropriate action in accordance with RON's policy, agreements with customers, and legal regulations.
Depending on the specific case, the solution may include product exchange, return, refund, warranty, troubleshooting support, or other appropriate options.

Step 5 – Completion of processing:
• After the resolution is reached, RON will notify the customer and fulfill any related obligations (if applicable).

3. Response and resolution timeframe
- RON will respond to feedback, requests, or complaints within no more than 24 business hours from the time it receives complete information from the customer;
- For common issues related to orders, delivery, payment, returns, or refunds, RON expects to resolve them within 3–7 business days from the completion of receiving and verifying the information;
- For complex cases or those requiring verification with the carrier, partner, or third party, the resolution time may be longer. In this case, RON will inform the customer about the processing status and the estimated completion time;
- Processing time may depend on the complexity of the case and whether the client provides all necessary information and documents, as well as cooperates with RON during the verification process.

4. Measures and tools to support resolution
Depending on the specific circumstances, RON may apply one or more of the following measures:
+ Check order information and transaction history;
+ Verify product information, images, or videos provided by the customer;
+ Check the delivery status and work with the shipping company when necessary;
+ Exchange products according to RON's return policy;
+ Receive returned products and process refunds according to applicable conditions;
+ Provide warranty or other support services in accordance with RON's policy;
+ Guide clients on the necessary steps to protect their legal rights and interests.

5. Principles of Resolution
- RON handles feedback, requests, and complaints on the principles of objectivity, good faith, transparency, and compliance with the law.
- If the feedback, request, or complaint falls outside the scope of RON's responsibility, RON will inform the customer and guide them to contact the relevant authority, organization, or party for resolution in accordance with regulations.
- RON is committed to protecting customer information during the process of receiving and resolving feedback, requests, or complaints in accordance with the Privacy Policy published on the website.