COMPLAINT HANDLING POLICY

Customer protection mechanism under the Law on Protection of Consumer Rights 2023

Code: CS-CCO-07 · Version 1.0 · Effective: 01/09/2026

Article 1. Principles

1.1. The Company receives every customer comment and complaint in a spirit of openness and resolves it objectively on the basis of evidence and technical findings, regardless of order value.

1.2. This Policy is issued under the Law on Protection of Consumer Rights No. 19/2023/QH15 and Decree No. 52/2013/ND-CP on e-commerce.

Article 2. Channels

• Hotline. Details: 0979 793 804. Hours: office hours, Monday to Saturday.
• Email. Details: support@bumatech.com.vn. Hours: 24/7, replies during working hours.
• Zalo Official Account. Details: BUMATECH. Hours: 24/7, replies during working hours.
• In person. Details: 154/1/5 Cong Lo Street, Tan Son Ward, Ho Chi Minh City. Hours: office hours.
• Project channel. Details: 0988 072 231 (projects) · 0914 765 778 (dealers and distributors). Hours: office hours.

Article 3. Categories and resolution times

• Delivery: wrong, missing or damaged goods on receipt. First response: within 24 working hours. Resolution: 03 working days.
• Invoices, payment and receivables. First response: within 24 working hours. Resolution: 05 working days.
• Product quality (not yet applied). First response: within 24 working hours. Resolution: 07 working days.
• Site issues after application. First response: within 24 hours · site survey within 48 hours (Tay Ninh – Ho Chi Minh City – South-East region). Resolution: 15 working days, extended where independent inspection is required.
• Service attitude and procedures. First response: within 24 working hours. Resolution: 05 working days.

Article 4. Five-step procedure

Step 1 — Receipt: record full details: customer information, product, batch number, invoice, description of the issue, photos/videos. Assign a CASE NUMBER and notify the customer.

Step 2 — Classification: determine the complaint category and the lead department: Sales (orders, delivery) · Technical (quality, site issues) · Accounting (invoices, receivables).

Step 3 — Verification: check documents and the retained sample of the batch; carry out a site survey for site issues; draw up a record signed by the parties.

Step 4 — Conclusion and action: notify the conclusion in writing or by email, stating the grounds. Options: replacement · refund · technical support for remediation · explanation where the matter is not the Company's responsibility.

Step 5 — Follow-up and closure: confirm the customer's satisfaction with the outcome; file the case for quality improvement.

Article 5. Independent inspection

5.1. Where the parties cannot agree on the cause of an issue, either party may request inspection by an independent inspection body acceptable to both parties.

5.2. The inspection conclusion is the basis for determining responsibility. Inspection costs are borne by the party at fault.

Article 6. Escalation levels and customer rights

6.1. Level 1: the staff member in charge. Level 2: the head of the relevant department. Level 3: the General Director. A customer not satisfied with the outcome at any level may request escalation to the next level.

6.2. Customers have the right to complain to the state authority responsible for consumer protection, to a consumer protection organisation, or to bring proceedings before a court in accordance with the law.

6.3. Lodging a complaint does not affect the customer's rights under the Return and Refund Policy and the Product Warranty Policy.

Article 7. Records and improvement

All complaints are recorded in the internal complaint register and reviewed periodically for root-cause analysis and improvement of products and procedures. Repeated complaints concerning the same batch or the same application area are reported to the General Director.