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Store preview · Items shown are proposed designs; ordering is not open.Details

The products shown are proposed designs built from game artwork, not items in stock. Prices, stock and release dates will be announced later. This website does not take orders or online payments yet.

Policies · 02

METHODS FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS AND COMPLAINTS

Viet Long Game Play Joint Stock Company (VLPlay, Công ty cổ phần Việt Long Game Play) receives all feedback, requests and complaints relating to orders, products, payment, VIP benefits and personal data on the website shop.vlplay.vn.

1. Channels for receipt

  • Hotline

    Details
    0854845068
    Hours
    8:30–17:30, Monday–Saturday

  • Email

    Hours
    24/7

  • Complaint form

    Details
    shop.vlplay.vn/khieu-nai
    Hours
    24/7

  • Online chat

    Details
    Chat button on the Website / Fanpage VLG PLAY JSC (facebook.com/vlgplay.jsc) / Zalo OA VLPlay
    Hours
    8:30–22:00 daily

  • In person

    Details
    SAP.A03, Diamond Tower, The Matrix One, số 1 Lê Quang Đạo, phường Từ Liêm, Hà Nội
    Hours
    Office hours

2. Information the customer must provide

  • Full name, phone number and contact email.
  • Order number (if any) and game account ID (for matters relating to VIP benefits).
  • A description of the issue and the specific request; photos/videos of the product, and an unboxing video for defective goods.

3. Handling procedure

  • Receipt: record the matter and send the customer a request code within 24 working hours.
  • Review: check the order, payment history and delivery.
  • Verification: request additional evidence or recall the product for inspection where necessary.
  • Proposed resolution: exchange, return, refund, compensation or explanation, sent to the customer within a maximum of 07 working days from receipt of complete information.
  • Implementation and record-keeping: carry out the agreed resolution, notify the result by email/SMS and keep the file for at least 03 years.

Where a complex case requires more time, we notify the customer of the reason and the expected time frame.

4. Dispute resolution

The parties give priority to negotiation and conciliation. If no agreement is reached, the customer has the right to submit a request to a consumer protection authority or the Department of Industry and Trade (Sở Công Thương) of their place of residence, or to file a lawsuit at a competent Court in accordance with Vietnamese law.

5. Commitment

VLPlay does not retaliate against, restrict the VIP benefits of, or lock the account of a customer for filing a complaint. Information in complaints is kept confidential in accordance with the Privacy Policy.