Complaint settlement policy

At VelvetKup, we strive to provide excellent customer service and ensure customer satisfaction. If you have any concerns or complaints regarding our products or services, we are here to address them promptly and fairly. This Complaint Settlement Policy outlines how we handle and resolve customer complaints.

  1. Complaint Submission: If you have a complaint, please contact our customer support team through the designated channels provided on our website, such as a contact form, email address, or phone number. Clearly explain the nature of your complaint and provide relevant details, including order information if applicable.
  2. Acknowledgement: Upon receiving your complaint, we will promptly acknowledge its receipt. We aim to respond to complaints within a reasonable timeframe, typically within 7 business days.
  3. Investigation and Resolution: We will thoroughly investigate your complaint to understand the issue and gather all relevant information. This may involve reviewing order details, contacting the relevant departments or individuals, and any necessary internal discussions.
  4. Communication and Updates: Throughout the complaint resolution process, we will keep you informed of the progress and any updates regarding your complaint. We will communicate with you in a timely manner, providing clear and transparent information.
  5. Fair and Equitable Resolution: We are committed to resolving complaints in a fair, reasonable, and equitable manner. Our goal is to find a satisfactory solution that addresses your concerns and meets both parties’ expectations.
  6. Remedies and Compensation: Depending on the nature of the complaint, the resolution may involve various remedies or compensation options, such as a refund, replacement, store credit, or other suitable solutions. We will determine the appropriate course of action based on the circumstances and your specific complaint.
  7. Record-Keeping: We maintain records of all complaints and their resolutions for internal review and continuous improvement purposes. All customer complaints and their handling are treated with strict confidentiality.
  8. Customer Satisfaction: Our ultimate goal is to ensure your satisfaction. If, despite our efforts, you remain unsatisfied with the resolution of your complaint, we will work with you to find a mutually agreeable solution whenever possible.

We value your feedback and take customer complaints seriously. We view them as an opportunity to improve our products, services, and customer experience. We are committed to resolving any issues that arise promptly and fairly, ensuring that you have a positive experience with our company.