1. Overview

All complaints should be sent to our dedicated email address: [email protected].

When submitting a complaint, please include the following details:

• Your full name and contact information.
• A clear description of the issue or concern.
• Relevant order or reference numbers (if applicable).
• Any supporting documents or evidence.

2. Severity Levels

To help us prioritize and address your complaint appropriately, please indicate the severity level of your issue:

• Notice: General feedback or minor concerns that do not require immediate attention.
• Urgent: Issues affecting service or product delivery that require timely resolution.
• Super Urgent: Critical matters requiring immediate action, such as safety concerns or significant service disruptions.

3. Response Time

We aim to acknowledge all complaints within 2 business days and provide a resolution within the following timeframes:

• Notice: Resolution within 7 business days.
• Urgent: Resolution within 3 business days.
• Super Urgent: Immediate attention and resolution within 1 business day where possible.

4. Escalation Process

If you feel your complaint has not been resolved satisfactorily, you may escalate it by:

• Replying to the acknowledgment email and requesting escalation.