Customer Service Policy

1. Service Commitment

refybeautyhub.it.com, as a professional e-commerce platform for vegan and cruelty-free beauty products, adheres to the service tenet of customer-centric, professional and efficient, and has formulated standardized Customer Service Policy to provide full-cycle, high-quality after-sales and pre-sales service for all global customers. We are committed to solving all shopping-related problems for users and creating a secure, comfortable and reassuring beauty shopping environment.

2. Service Channels & Contact Methods

We provide dedicated multi-channel customer support services for users. Customers can consult pre-sales product information, inquire about order logistics, feedback after-sales problems and put forward service suggestions through official email channels. Our dedicated service email addresses are press@refybeautyhub.it.com, support@refybeautyhub.it.com and wholesale@refybeautyhub.it.com, which are responsible for brand cooperation communication, daily customer after-sales support and wholesale business consultation respectively. Our service team will reply to user messages within the shortest time to ensure timely problem handling.

3. Pre-sales Service Standards

Our customer service team provides comprehensive pre-sales consulting services, including product ingredient introduction, vegan and cruelty-free attribute verification, product usage methods, discount activity rules, shipping policy explanation and order placement guidance. We will provide accurate, detailed and professional answer services according to user needs, help users fully understand product information and platform service rules, and assist users in completing accurate order placement.

4. Order & Logistics After-sales Service

For problems such as order information error, logistics delay, package loss and product damage during transportation, users can contact our customer service team in a timely manner. We will verify the problem within 24 hours, track the order status throughout the whole process, and provide targeted solutions including order modification, logistics follow-up, product re-delivery and after-sales compensation in line with platform rules, to ensure the legitimate rights and interests of users are fully protected.

5. Return & Refund After-sales Service

In accordance with the platformā€™s 60-day free return and 5-10 business days refund rules, our customer service team will provide one-to-one guidance for usersā€™ return and refund applications, including process explanation, material guidance and progress inquiry. We will optimize the after-sales review process, speed up the verification efficiency of return applications, and actively coordinate the refund progress, to ensure that users can complete the after-sales process smoothly and efficiently.

6. Complaint & Suggestion Handling

We attach great importance to user feedback and service suggestions. Users can feed back shopping complaints, service dissatisfaction and optimization suggestions through official support emails. Our professional complaint handling team will register, verify and track all feedback content one by one, complete problem handling and reply within the specified time, and continuously optimize platform products and service processes according to user feedback.

7. Service Specification

All customer service staff of refybeautyhub.it.com abide by unified service specifications, adhere to professional, polite and patient service standards, and strictly handle all user problems in accordance with platform policies and rules. We refuse perfunctory service and irregular operation, and take user satisfaction as the core standard of service assessment.

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