Customer Service Policy

This Customer Service Policy formulates unified service standards, consulting scope, response norms, problem handling processes, service etiquette, and user feedback mechanisms for all customer consultation, order inquiry, after-sales appeal, and business cooperation services on the platform. The policy applies to all global users enjoying suncare product shopping and after-sales supporting services, standardizing the professional behavior of customer service teams and clarifying the rights and obligations of users in the service interaction process. All users who initiate service consultation and problem feedback automatically recognize and abide by the terms of this policy. The platform takes professionalism, efficiency, fairness, and user orientation as the core service tenet, and all service behaviors are constrained by this policy and international e-commerce service industry norms. We reserve the right to optimize service processes and adjust service details according to user experience and operational development needs.

Our customer service team provides full-link professional support covering the entire shopping journey, including pre-sales product consultation, in-sales order problem handling, after-sales logistics feedback, return refund application processing, product usage guidance, and business bulk cooperation consultation. Pre-sales consultation covers suncare product ingredient introduction, SPF index explanation, skin type adaptation suggestions, texture and usage method description, product capacity specification, waterproof and sweatproof performance parameters, and crowd applicable range analysis, helping users accurately select suitable sunscreen, primer, lip balm, and spray products.

In-sales service includes order payment failure handling, address modification inquiry, order specification adjustment, abnormal order cancellation application, and inventory shortage notification coordination, solving various abnormal problems encountered by users during order placement and payment. After-sales service covers logistics delivery delay inquiry, parcel abnormal tracking feedback, product damage and shortage appeal, return refund progress inquiry, and after-sales policy interpretation, providing one-stop problem solving for post-purchase users.

Business cooperation service accepts group bulk order customization, wholesale channel cooperation, institutional group gift ordering, and long-term supply cooperation consultation, providing exclusive preferential schemes, customized order arrangements, and dedicated docking services for corporate and bulk purchasers. We do not respond to irrelevant advertising consultation, spam information, malicious harassment messages, and non-business invalid consultation content, and have the right to block repeated invalid consultation accounts.

The customer service team follows unified professional response standards during working hours, replying to user conventional consultation and simple problem feedback in a timely manner, ensuring concise, accurate, and clear reply content without ambiguous perfunctory words. For complex problems involving order exception, logistics loss, and refund dispute, the service team will record the user’s problem in detail, initiate internal verification procedures, and give a clear processing progress and result within the reasonable handling cycle, avoiding indefinite delay and no feedback.

All customer service staff abide by unified service etiquette norms, maintaining polite, patient, and professional communication attitude in all dialogue processes, refusing rude replies, perfunctory coping, emotional confrontation, and subjective accusation against users. When facing user complaints and negative emotional feedback, the service team first appeases user emotions, then verifies the problem objectively, and solves the problem with practical solutions, adhering to the user-oriented service concept.

We implement standardized service process management for all consultation records, sorting and classifying user feedback problems, forming a complete service case database. Regular professional training is conducted for customer service personnel including product knowledge training, policy clause learning, communication skill improvement, and dispute handling ability training, to continuously improve service professionalism and problem-solving efficiency. All service dialogue records are properly retained for internal process optimization and dispute traceability, and will not be arbitrarily disclosed to irrelevant third parties.

For user feedback on order payment failure, system error, repeated order deduction, and order disappearance after payment, the customer service team will verify the payment channel record and platform order data in real time, confirm the fund flow and order status, and provide solutions such as order confirmation, fund refund, and abnormal order cancellation according to the actual situation. For logistics problems such as parcel tracking suspension, delivery delay, wrong transit route, and customs detention, the service team will dock with global logistics carriers to inquire about the real reason of the exception, feed back the latest progress to users regularly, and coordinate solutions such as logistics urging, parcel retrieval, and re-delivery.

In case of parcel loss, serious damage, item shortage, and wrong goods delivery, customer service will guide users to provide real photos of the outer package, product physical photos, and logistics waybill information as certification materials, initiate internal problem verification, and quickly give solutions including full refund, free re-delivery, and partial compensation. The whole handling process follows the platform Shipping Policy and Refund Policy, ensuring fair and reasonable results for both users and the platform.

We set priority processing mechanisms for emergency after-sales problems, accelerating the verification and solution progress for parcel loss and serious product quality problems, to reduce user shopping losses and negative experience. All order and logistics problem handling is based on objective data and real certification materials, refusing to handle disputes based on subjective verbal description alone.

Professional customer service personnel provide targeted usage guidance for all suncare products, including correct application method, usage dosage, applicable time interval, matching skincare routine, and storage environment requirements, helping users give full play to the protective effect of sunscreen and primer products. For sensitive skin, pregnant users, and special skin condition groups, we provide professional product adaptation suggestions to avoid inappropriate product selection causing skin discomfort.

For products with quality problems such as liquid leakage, abnormal texture, packaging defects, and expired shelf life, customer service will follow the after-sales policy to handle return, refund, and replacement procedures for users, and record product quality problems to feed back to the supply chain department for subsequent product quality control optimization. We patiently interpret the platform’s 60-day free return, 6-12 day delivery, and 5-10 day refund rules for users, answering all policy interpretation questions clearly and accurately.

We do not provide medical diagnosis and skin disease treatment advice, and only provide conventional skincare and sunscreen product usage suggestions. For skin allergic reactions and abnormal physical discomfort after using products, we can assist users in completing return and refund procedures, and suggest users seek professional medical advice in a timely manner.

We provide an official feedback channel for users to submit service experience evaluation, platform optimization suggestions, product category improvement demands, and complaint appeals for poor service experience. All valid user feedback will be sorted, analyzed, and summarized regularly by the operational team, as an important basis for optimizing website page layout, enriching product categories, improving logistics efficiency, and upgrading customer service standards.

For user service complaints involving unprofessional reply, slow response, unreasonable problem handling, and bad service attitude, we will conduct internal investigation and verification, impose standardized assessment and punishment on the corresponding service personnel, and feed back the handling result and improvement measures to the complaining user. We attach great importance to every user’s real experience and take the initiative to optimize service links according to feedback, continuously improve service satisfaction and user loyalty.

The platform maintains the consistency and stability of customer service standards globally, without differential service treatment for users in different regions. We will adjust and revise the Customer Service Policy appropriately according to the development of e-commerce service industry and changes in user demand, and the updated policy will be published on the official page to facilitate user viewing and supervision. All service behaviors must comply with the constraints of this policy, and the platform reserves the right of final interpretation of service rules.