COMPLAINTS, REQUESTS AND FEEDBACK HANDLING POLICY

Business Name: COPHIE HOUSEHOLD BUSINESS
Website: https://cophiefashion.com/

COPHIE HOUSEHOLD BUSINESS (hereinafter referred to as “COPHIE,” “we,” “us,” or “our”) respects customers’ rights and is committed to receiving, reviewing, and handling complaints, requests, and feedback relating to products, orders, payments, delivery, returns, refunds, warranties, personal data protection, and other issues arising from purchases made through our website.

This Policy sets out the available submission channels, handling procedures, response times, and support measures to ensure that customer concerns are addressed transparently, reasonably, and in accordance with applicable laws.

1. Channels for Submitting Complaints, Requests, and Feedback

Customers may submit complaints, requests, or feedback to COPHIE through the following channels:

• Online contact form: Submit a request through the contact form available at https://cophiefashion.com/.
• Email: Send your complaint, request, or feedback to the official email address published on the website.
• Telephone: Contact COPHIE using the customer service phone number published on the website.
• Direct contact: Customers may contact COPHIE at the official business address published on the website.
• Other online support channels: If COPHIE operates official online support channels, such as a live chat or social media account, customers may use these channels to submit their requests.

To facilitate prompt handling, customers are encouraged to provide their name, contact phone number or email address, order number (if applicable), a description of the issue, the date it occurred, and any relevant photographs or supporting documents.

COPHIE will request only the information necessary to verify and handle the matter. Customers should not submit passwords, verification codes, or unrelated sensitive personal information.

2. Scope of Complaints, Requests, and Feedback

COPHIE receives and handles complaints, requests, and feedback relating to the website’s business activities, including:

• Product information, selling prices, promotional programs, and purchase conditions.
• Order placement, order confirmation, order modification, or order cancellation.
• Payments, payment confirmation, and transaction-related issues.
• Delayed delivery, incorrect products, missing items, or non-delivery.
• Defective or damaged products, products that do not match their descriptions, or other product quality issues.
• Requests for returns, refunds, warranties, or after-sales support.
• Customer accounts, personal information, and privacy rights.
• Customer service conduct, support quality, and other issues relating to COPHIE’s operations.

For issues falling within the responsibility of delivery providers, payment service providers, or other relevant parties, COPHIE will cooperate within the scope of its responsibilities to investigate the matter and assist the customer in reaching a resolution.

3. Procedures for Receiving and Handling Complaints, Requests, and Feedback

Complaints, requests, and feedback are handled through the following steps:

Step 1: Submission and Receipt

COPHIE receives customer submissions through the official channels listed above. The information received is recorded for tracking, verification, and handling purposes.

Customers should clearly describe the issue, the resolution they are seeking, and any relevant order or transaction details, where applicable.

Step 2: Initial Acknowledgment

After receiving a submission, COPHIE will provide an initial response acknowledging receipt, identifying any information that may be missing, and explaining the next steps where necessary.

If the information provided is incomplete or insufficient for verification, COPHIE may request additional information reasonably necessary to assess the matter.

Step 3: Review and Verification

COPHIE will review the complaint or request and check relevant order information, transaction history, communication records, and supporting documents.

Depending on the circumstances, COPHIE may coordinate with its order processing team, delivery providers, payment service providers, or other relevant parties to determine the cause of the issue.

Step 4: Proposed Resolution

After verification, COPHIE will consider and propose an appropriate resolution based on the circumstances, published policies, and applicable laws.

Possible resolutions may include providing additional information, modifying an order, assisting with delivery, exchanging a product, issuing a refund, arranging warranty support, or implementing other appropriate corrective measures.

If the customer’s confirmation or cooperation is required, COPHIE will explain what needs to be confirmed before proceeding.

Step 5: Implementation and Notification

Once a resolution has been agreed upon or sufficient grounds for action have been established, COPHIE will implement the appropriate measures and notify the customer through a suitable contact channel.

If the matter cannot be resolved within the estimated timeframe, COPHIE will inform the customer of the reason, the current status, and the expected next steps.

Step 6: Request for Further Review

If the customer disagrees with the outcome, they may request further review by replying through the original contact channel or submitting a new request explaining the disputed outcome and providing relevant supporting information.

COPHIE will review any additional information and respond according to the nature of the matter. Requesting further review does not affect the customer’s right to lodge a complaint, initiate legal proceedings, or exercise other rights available under applicable law.

4. Initial Response Times and Estimated Resolution Times

COPHIE applies the following initial response times and estimated resolution periods: