1. Introduction
At X Premium Hookah, we value our customers and strive to provide high-quality products and exceptional service. We understand that, at times, concerns may arise, and we are committed to addressing them in a fair and timely manner. This Complaints Policy outlines our process for handling customer complaints efficiently and transparently.
2. How to Submit a Complaint
If you have a complaint regarding our products or services, please follow these steps:
- Provide Details – Clearly describe the issue, including relevant order details (e.g., order number, product name, date of purchase).
- Supporting Evidence – If applicable, provide photos, videos, or any supporting documentation.
- Submit Your Complaint – Complaints can be submitted through our official communication channels, such as our website’s contact form or customer support.
3. Complaint Resolution Process
- Acknowledgment: We will acknowledge receipt of your complaint within [X] business days.
- Investigation: Our team will review the complaint and may request additional information if necessary.
- Resolution: We aim to resolve complaints within [X] business days. If additional time is needed, we will keep you informed.
- Final Response: You will receive a formal response outlining our findings and any actions taken.
4. Possible Resolutions
Depending on the nature of the complaint, possible resolutions may include:
- Replacement of defective or incorrect products
- Refunds or partial refunds
- Store credit or discount on future purchases
- Guidance on product usage or troubleshooting assistance
5. Escalation Process
If you are not satisfied with the outcome, you may request further review by escalating the complaint to a higher management level. We are committed to ensuring a fair resolution for all concerns.
6. Policy Updates
X Premium Hookah reserves the right to update this Complaints Policy as necessary. Customers will be notified of significant changes through our official communication channels.
We appreciate your feedback and the opportunity to improve our products and services.