Petkin always values all feedback, suggestions, and complaints from customers, dealers, and partners. We see this as an opportunity to improve the quality of our products and services and enhance the effectiveness of our collaborations.
This policy is designed to provide a basis for receiving, verifying, and resolving arising issues in a transparent, objective manner and in accordance with the law.
1. Scope of complaint acceptance
Petkin accepts feedback and complaints related to matters within its scope of operations, including but not limited to:
- Product quality.
- Goods delivery and receipt.
- Product information.
- Distribution activities.
- Customer support services.
- Problems arose during the collaboration process.
For matters outside the scope of Petkin’s responsibility, we will provide guidance or coordinate with relevant parties to assist in handling them as appropriate.
2. Principles for handling complaints
Petkin receives all feedback and complaints in good faith and with respect.
The processing is carried out according to the following principles:
- Listen carefully to all parties involved.
- Objective verification is based on documentation, evidence, and the actual situation.
- Assess the situation within the scope of each party’s responsibility.
- Prioritize collaborative solutions and minimize the occurrence of disputes.
- Comply with the law and established agreements.
3. Resolution process
To ensure prompt and accurate processing, Petkin recommends that customers and partners provide complete and relevant information, such as:
- Contact information.
- Invoice or sales receipt (if any).
- Information about the product or shipment.
- Images, videos, or other documents related to the incident.
- This is a feedback or request for assistance.
Upon receiving the information, Petkin will review, verify, and respond within a timeframe appropriate to the nature of each case.
4. Coordinate with stakeholders
If necessary, Petkin can be used in combination with:
- Manufacturer.
- Shipping company.
- Agent or distributor.
- Inspection unit.
- The competent state authority.
- Other stakeholders.
The coordination aims to verify the cause, objectively assess the situation, and determine appropriate handling measures.
5. Resolving disputes in a spirit of cooperation.
Petkin always prioritizes resolving disagreements through direct, good-faith, and cooperative communication.
When all parties provide complete information and cooperate during the verification process, most issues can be resolved quickly, contributing to the maintenance of a long-term cooperative relationship.
6. Protecting the legitimate rights and interests of the parties.
Petkin respects the right of customers, dealers, and partners to file complaints, provide feedback, and offer suggestions in accordance with the law.
At the same time, Petkin also protects the legitimate rights and interests of businesses against actions such as:
- Providing inaccurate or misleading information.
- Falsifying documents or records.
- Exploiting the complaint process to cause harm to businesses or related parties.
- Disseminating unverified information damages the reputation of an organization or individual.
In these cases, Petkin may refuse to process unfounded requests or take appropriate measures under the law to protect its own rights and interests, as well as those of related parties.
7. Continuously improve service quality.
Every suggestion and feedback is a valuable source of information that helps Petkin review its processes, improve product and service quality, and enhance management efficiency.
We always encourage our customers, dealers, and partners to share their feedback constructively in order to jointly create a professional, transparent, and sustainable distribution system.
Validity
This policy applies to feedback, complaints, and disputes related to Petkin’s operations. Depending on practical requirements or legal regulations, Petkin may update the policy as needed. The version published on the website is the currently effective version.