CUSTOMER SERVICE POLICY
This Customer Service Policy formulates unified service standards, consultation specifications, after-sales processing rules and user guarantee clauses for all users who purchase products through our official independent website. All customer service behaviors and user rights and interests protection services of our platform will be implemented in strict accordance with this policy, aiming to provide fair, standardized, efficient and humanized shopping service experience for every global customer.
1. Customer Consultation Service
We provide full-cycle online customer consultation services for all users. Users can consult product ingredient information, efficacy adaptation groups, usage methods, product shelf life, order logistics status, preferential activity rules, after-sales processing processes and other related questions through the official website consultation channel. Our customer service team will respond to user consultation requests in the shortest possible time during working hours, answer user questions accurately and professionally, and provide reasonable purchasing suggestions and product use guidance based on user needs.
All consultation services are free of charge, and our customer service team maintains a respectful, patient and professional service attitude towards all users. We support users to consult multiple times and verify product and order information repeatedly to ensure that users fully understand all details before purchasing and using products. We do not take the initiative to induce consumption, and all consultation answers are based on objective product facts and platform rules.
2. Order Service Specification
All orders placed on our official website are settled in unified USD currency, and there is no currency conversion fee or hidden handling fee. The product price displayed on the page is the final settlement price, and we will not charge any additional service fees, platform fees or processing fees for users. We support global unified order processing standards, and all users around the world enjoy the same pricing rules and service rights.
After the user successfully places and pays for the order, our warehouse will complete the sorting, inspection and packaging of the goods within 1 to 3 working days. All products will be strictly inspected before shipment to ensure that the delivered products are intact, within the shelf life, and complete in accessories. After the goods are shipped, the global unified logistics delivery cycle is 6 to 12 working days, and all orders enjoy free worldwide shipping service without any shipping cost for users.
3. User Rights Protection Service
We provide standardized after-sales protection services for all purchased products. Users can apply for product return service within 60 days after receiving the goods in accordance with the return policy. After we receive and verify the returned goods in compliance with the rules, we will complete the refund processing within 5 to 10 working days, and the refund will be returned to the user’s original payment account. Our customer service team will track the whole process of return and refund orders, actively synchronize the processing progress with users, and solve abnormal problems in a timely manner.
For product quality problems, packaging damage, wrong goods and other abnormal situations that occur during logistics and delivery, users can contact customer service to submit feedback and apply for after-sales solutions. We will verify the user’s feedback content within the specified time and provide free replacement, return and refund and other reasonable solutions according to the actual situation to ensure that the legitimate rights and interests of users are not damaged.
4. Service Attitude and Standard
All our customer service staff strictly abide by international service norms, respect the cultural differences and consumption habits of global users, and provide equal service for every user regardless of region, nationality and order amount. We adhere to humanized service, actively understand user needs, patiently solve user doubts and problems, and avoid rigid, perfunctory and discriminatory service behaviors.
We accept reasonable suggestions and feedback from users on products and services. User feedback is an important basis for us to optimize products and upgrade services. We will regularly sort out user opinions, continuously improve service processes, optimize product quality, and create a more comfortable and reassuring shopping environment for global users.