Customer Policy

Customer Protection and E-Commerce Policy

Suosdei Cambodia Association

Website: www.suosdei.com

1. Policy Statement

Suosdei Cambodia Association is firmly committed to protecting and promoting the rights, interests, safety, privacy, and trust of all customers who use the website www.suosdei.com. The Association shall conduct all e-commerce activities with transparency, integrity, accountability, and responsibility, ensuring that customers receive accurate information, quality products, and reliable services in compliance with applicable laws and relevant international standards.

2. Purpose

This Policy is established to protect the rights and interests of customers, ensure the accuracy of product and service information, safeguard personal data, enhance the security of electronic transactions, and provide effective mechanisms for complaint handling and dispute resolution. It also aims to strengthen customer confidence and support the sustainable development of e-commerce activities.

3. Core Principles of Customer Protection

Suosdei Cambodia Association implements customer protection based on the core principles of transparency, fairness, safety, quality, accountability, privacy protection, and respect for customer rights. All commercial activities shall be conducted honestly and ethically, without the use of deceptive, misleading, or unfair practices that may adversely affect customers.

4. Customer Rights

Customers have the right to receive complete and accurate information regarding products and services, the right to obtain products that meet applicable quality and safety standards, the right to privacy and protection of personal data, the right to submit complaints and requests for resolution, and the right to receive compensation, product replacement, or refunds where products or services do not conform to the descriptions, representations, or agreed conditions.

5. Responsibilities of Suosdei Cambodia Association

The Association is responsible for providing accurate and verifiable information, implementing appropriate security measures for data management and electronic transactions, delivering professional services, and responding to customer concerns and complaints promptly, fairly, and transparently.

6. Transparency and Accuracy of Information

The Association shall provide clear and accurate information regarding products and services, including product names, origin, ingredients, specifications, usage instructions, prices, additional charges where applicable, and other relevant terms and conditions. The Association shall not publish false, misleading, deceptive, or inaccurate information that may influence customer decisions unfairly.

7. Product Safety and Quality

The Association is committed to ensuring that all products offered through the website are produced, processed, packaged, and distributed in accordance with applicable quality and safety standards. Products shall have identifiable and traceable sources and shall undergo appropriate quality control procedures prior to being offered to customers.

8. Personal Data Protection and Privacy

The Association shall collect, use, store, and protect customers’ personal data in accordance with its Privacy Policy and applicable laws and regulations. Personal information shall only be used for legitimate and authorized purposes and shall not be sold, disclosed, or transferred to third parties without the customer’s consent, except where required by law.

9. Security of Payment Transactions

The Association shall implement appropriate safeguards to ensure the security of electronic payment transactions and to protect customers from fraud, unauthorized access, identity theft, and misuse of financial information. All payment transactions shall be conducted through secure and traceable systems.

10. Ordering, Delivery, and Fulfillment

The Association shall process customer orders accurately and efficiently and shall provide customers with relevant information regarding order status and delivery arrangements. Products shall be packaged and transported using appropriate methods to preserve their quality and safety until they reach the customer.

11. Product Replacement, Refunds, and Compensation

Customers may request product replacement, refunds, or compensation in cases where products are damaged, incorrect, defective, fail to meet quality requirements, or do not conform to the product description. The Association shall review and resolve such requests fairly, transparently, and within a reasonable timeframe.

12. Complaint Management and Dispute Resolution

The Association shall maintain an accessible and effective system for receiving, managing, and resolving customer complaints. All complaints and disputes shall be reviewed, investigated, and resolved fairly in accordance with established procedures while respecting the rights of all parties involved.

13. Protection of Vulnerable Consumers

The Association shall pay particular attention to vulnerable consumers, including children, older persons, persons with disabilities, and individuals with limited capacity to access or understand information. The Association shall avoid marketing, promotional, or sales practices that may exploit or take unfair advantage of such consumers.

14. Ethical Marketing and Fair Business Practices

The Association shall conduct all marketing and promotional activities with integrity, responsibility, and respect for consumer rights. All advertisements, discounts, special offers, and promotional communications shall be truthful, substantiated, and free from misleading representations.

15. Social Responsibility and Sustainability

The Association is committed to conducting business activities in a socially and environmentally responsible manner by supporting sustainable agriculture, promoting efficient resource utilization, and contributing to the well-being of communities and stakeholders.

16. Compliance with Laws and International Standards

The Association shall conduct its e-commerce activities in compliance with the laws, regulations, and standards of the Kingdom of Cambodia, as well as relevant international principles and standards concerning consumer protection, information security, privacy rights, and electronic commerce.

17. Monitoring and Continuous Improvement

The Association shall regularly review, evaluate, and update this Policy to ensure its continued effectiveness and alignment with technological developments, customer expectations, legal requirements, and international best practices. Continuous improvement shall be regarded as a fundamental element in strengthening customer trust and service quality.

18. Approval

This Policy shall take effect from the date of approval and shall apply to all e-commerce activities conducted by Suosdei Cambodia Association through the website www.suosdei.com. The Policy shall be reviewed at least once annually or whenever significant changes occur that may affect its implementation.

Approved by: Suosdei Cambodia Association
President: Mr. Song Seng
Date: 23 June 2026

Policy Motto

“Protecting Customers through Transparency, Trust, and Responsibility for a Safe and Sustainable E-Commerce Experience.”