Complaint Handling Policy

Sorella always listens to its customers. All feedback, requests and complaints about products, services, orders or personal data are received and handled through the process below.

1. How to reach us

• Hotline: +84 902 752 725 (9 AM – 8 PM, every day)
• Email: cskh.sorellaspa@gmail.com
• WhatsApp: +84 961 163 579 — Zalo and Facebook Messenger: contact buttons at the bottom of every page
• In person at any Sorella location (see the Locations page)

2. Process

1. Submit: send your feedback through any channel above, with your contact details, order number or treatment date, a description of the issue and any photos or video.
2. Acknowledge: Sorella confirms receipt within 24 business hours.
3. Verify: Sorella reviews the information and may contact you for details.
4. Resolve: Sorella tells you the outcome and proposed solution within 7 business days of receiving complete information. If a case is complex and needs more time, Sorella will explain why and give an expected timeframe.
5. Carry out: Sorella carries out the agreed solution (exchange, refund, redoing a service, etc.).

3. Principles

• Complaint information is kept confidential under our Privacy Policy.
• Sorella prioritises negotiation and mediation to protect your interests.
• If no agreement can be reached, either party may ask the competent consumer protection authority for assistance, or bring the matter before a court under Vietnamese law.