Complaint settlement policy

Complaint settlement policy is always responsible for receiving and handling customer complaints related to transactions at the e-commerce site. When complaints and disputes arise, Codupha promotes negotiation and mediation between the parties to maintain the relationship and trust of customers in Codupha’s service quality.

The complaint process follows these steps:

Step 1: Customers make complaints about the goods and services of Codupha e-commerce ( via:

Send an email to the following email address:; or

Call Hotline 1900636571; or The buyer submits a claim at:

Codupha Central Pharmaceutical Joint Stock Company.

Address: 509-515 To Hien Thanh, Ward 14, District 10, Ho Chi Minh City.

Step 2: Customer Care Department will receive complaints, contact to clarify the requirements of the Customer as soon as possible and no later than 5 working days from the date of receipt of the request. Depending on the nature and extent of the incident, Codupha will take specific measures to assist customers in resolving complaints and disputes.

Step 3: Codupha may request Customers and/or Service Partners to provide information and evidence related to transactions and products to verify and clarify the case and take appropriate action.

Step 4: If Codupha has made efforts to resolve the complaint or dispute but the matter is beyond the capacity and authority of Codupha , Codupha will request that the customer bring the case to the competent state agency. resolved by following the law.

Codupha respects and strictly implements the provisions of the law on protecting the interests of customers (consumers). Therefore, Codupha is always committed to providing complete, accurate, honest, and detailed information related to products. All acts of fraud committed in business are condemned and must be fully responsible before the law.

Parties including Codupha – seller, Customer – buyer have an important and responsible role in actively resolving the matter. Upon request, Codupha will provide Buyer-related information if agreed to by Buyer (in connection with the dispute) or to the extent permitted by law.