1.Complaint Resolution Policy

Scope of Application: This policy applies to all complaints related to the company's products and services.

Channels for Receiving Complaints:

• In person

• By phone

• By email

• Through the company's website

• Via social media platforms

Processing Time:

• Simple complaints: Within 3 business days

• Complex complaints: Within 5-7 business days

Reasons for Complaints:

• Products or services do not meet the described specifications

• Defective products or services

• Delayed delivery

• Incorrect invoices

• Other issues

2.Compensation Policy

Protecting customer rights: Ensuring customers are adequately compensated when goods are damaged or lost. Building trust: Fostering customer trust in the company's service quality and professionalism. Resolving disputes: Minimizing disputes between the company and customers. Adhering to the law: Ensuring the company operates in compliance with current laws and regulations.

Key elements of the compensation policy:

• Compensation conditions:

  • Compensable cases (damage, loss, delayed delivery)

  • Time limit for customer claims: 7 days from the date of receiving goods

  • Required evidence to prove damages (invoice, images, etc.)

• Compensation level:

  • Calculated based on the value of goods, shipping fees, or a certain percentage.

  • A maximum compensation amount may apply.

• Claims procedure:

  • Steps customers need to take to file a claim

  • Claim resolution time

• Customer responsibilities:

  • Customers must package goods carefully and provide accurate information.

3. Customer policy

1. COMMITMENT TO QUOTATION & PURCHASE

After you drop down, the order will be quoted for up to 3 hours

After you make a deposit, you will be ordered within 24 hours.

2. COMMITMENT TO THE RIGHT PRICE & THE RIGHT PRODUCT ORDER

Do not report an increase in the price of goods and foreign transportation services.

Set the standard of the product requirements that customers require.

4. Fragile Goods Policy

Conditions apply: Customers use DWH Logistics fragile goods shipping line

Compensation policy:

For goods whose box is only slightly dented and does not lose its box form: no compensation

For scratched or slightly dented goods: Handle according to the shop's compensation plan

For completely damaged goods: 50% compensation + shop compensationn.

5. Loyal Customer Policy

• Membership Tiers: Customers are divided into different tiers (e.g., Silver, Gold, Diamond) based on their spending level or purchase frequency. Each tier enjoys unique benefits.

• Reward Points: Customers earn points for each transaction and can redeem these points for rewards or discounts.

• Exclusive Offers: Exclusive offers are provided to loyal customers on special occasions such as birthdays,