Customer Service Policy

Service Tenet & Basic Service Standard
Our official independent station has always adhered to the professional, efficient, warm and equal customer service tenet, and is committed to providing standardized, high-quality and full-cycle after-sales service for every global user. All customer service work takes user demand as the core, adheres to the service principle of active response, timely solution and fair treatment, and completely abandons perfunctory service, differential treatment and passive response behaviors. Our customer service team has received professional standardized training, is familiar with all product characteristics, platform preferential rules, logistics distribution processes and after-sales rights protection policies, and can accurately and efficiently answer all kinds of consultation and demand feedback of users. The service covers the whole process before, during and after shopping, including pre-sale product consultation, preferential rule explanation, in-sale order problem processing, logistics progress query, after-sales product problem solving, return and refund service guidance and other full-link services, ensuring that every user can get professional and targeted service support in every shopping link.
Pre-Sale & In-Sale Service Rules
In the pre-sale service link, users can consult customer service staff through official channels about product function, usage method, applicable scenario, product ingredient safety, preferential activity rules, free shipping policy and other related questions. Our customer service team will provide detailed, accurate and professional answer explanations for users, help users fully understand product information and platform service rules, and assist users in completing order selection and placement. In the in-sale order processing link, for the problems of order payment failure, order information error, address modification, order cancellation and other abnormal order problems encountered by users during the order placement process, the customer service team will provide timely assistance and processing services to ensure that the order can be completed normally or adjusted correctly. We always maintain a patient and professional service attitude, actively respond to user consultation demands, eliminate user shopping doubts, and ensure that every user can complete the order operation smoothly and clearly understand all shopping rules and product details.
After-Sales Problem Handling & Rights Protection Service
In the after-sales service link, we provide comprehensive problem solving and rights protection services for users around product quality problems, logistics problems and shopping experience problems. For product dissatisfaction, quality defects, incorrect goods receipt and other problems, we will guide users to complete return and refund application processing in accordance with the 60-day return policy and 5-10 day refund rules; for logistics delay, logistics information abnormality, product damage and loss in transit, we will track the logistics situation in real time, verify the problem content for the first time, and provide users with solutions such as re-delivery, return and exchange, and refund compensation; for user shopping experience feedback and product use consultation, we will listen to user opinions patiently and give professional guidance and improvement feedback. All after-sales problems are handled with standardized processes, without prevarication, delay and perfunctory, to ensure that every user’s legitimate demands can be effectively solved, and user shopping rights and interests are fully protected.
Service Attitude & Long-Term Service Commitment
We always maintain an equal and sincere service attitude with all users, the service is warm but not humble, professional but not rigid, focusing on solving practical problems for users and bringing users a comfortable shopping service experience. We accept all reasonable feedback and suggestions from users, take user satisfaction as the important standard to measure service quality, and continuously optimize customer service processes and service details according to user feedback. For all global users, we implement consistent service standards and service quality, no regional difference treatment, no user distinction service, to ensure that every user can enjoy equal high-quality customer service. In the long-term service operation, we will always abide by standardized service rules, maintain efficient response speed and professional service level, solve all shopping-related problems for users wholeheartedly, protect user shopping rights and interests in an all-round way, and build a trustworthy long-term cooperative relationship with every global user.

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