Customer Grievance Redressal Policy
Grievance Policy
This Grievance Policy ("Policy") outlines the procedures for addressing grievances related to products and services offered by www.Kaori1000.com ("we," "us," or "our"), a site owned and managed by Bruder Cosmogen Inc of office addresses as 1145-9 Midland Ave., Ontario, Canada and 7F, South Seas Centre II, KN, Hong Kong. By interacting with our website and making purchases, you ("you," "customer," or "user") acknowledge and agree to the terms outlined in this Policy.
1. Purpose and Commitment: We are committed to providing high-quality products and excellent customer service. However, we understand that there may be instances where customers have concerns or grievances. This Policy aims to address such matters in a fair and transparent manner.
2. Submitting a Grievance: If you have a grievance related to a product, service, or experience with our store, please follow these steps:
Contact our Customer Support team at info@brudercosmogen.com within 7 days of the incident or issue.
Provide detailed information about the nature of your grievance, along with relevant order numbers and supporting documentation.
3. Review and Response: Upon receiving your grievance, we will promptly review the information provided and acknowledge receipt within 7 business days. We will aim to provide a comprehensive response within 10 business days of acknowledging your grievance.
4. Resolution Process: We will work diligently to resolve your grievance in a fair and efficient manner. This may involve:
Investigating the matter thoroughly.
Communicating with relevant departments or parties involved.
Providing an explanation of the situation and potential solutions.
5. Escalation: If you are not satisfied with the resolution provided, you may request an escalation of your grievance. We will review the matter further and provide an escalated response within 15 business days.
6. Confidentiality: We will treat all grievance-related information with the utmost confidentiality. However, please note that certain information may need to be shared with relevant parties for investigation and resolution purposes.
7. Documentation: We will maintain records of all grievances, including the details of the issue, investigation process, and resolution. This information will be kept confidential and used solely for internal purposes.
8. No Retaliation: We are committed to addressing grievances in a manner that is free from any form of retaliation. Your decision to raise a concern will not result in adverse consequences.
9. Changes to the Policy: We reserve the right to modify or update this Policy at any time. Any changes will be effective upon posting on our website and will apply to all grievances received after the update.
10. Governing Law: This Policy shall be governed by and construed in accordance with the laws of Hong Kong, without regard to its conflict of law principles.
11. Acceptance of the Policy: By engaging with our website and making purchases, you acknowledge and agree to abide by the terms outlined in this Grievance Policy.
