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Customer Service

Home Furniture › Customer Service
Customer Service Policy

 

At homeaurad, we are committed to delivering exceptional customer service to ensure your satisfaction with our furniture and home decor products. This policy outlines our service standards, support channels, and procedures for addressing inquiries, orders, and concerns.

1. Service Overview

 

Our customer service team is dedicated to:

 

  • Assisting with product selection, customization, and ordering.
  • Providing pre-sales and post-sales support.
  • Resolving issues related to delivery, damages, or defects.
  • Handling returns, refunds, and warranty claims.
  • Collecting feedback to improve our services.

2. Support Channels

 

We offer multiple ways to contact us:

 

  • Email: [email protected] (response within 24–48 hours).
  • Phone: +(08) 8247 647554 (available [Hours/Days]).
  • Live Chat: On our website (real-time assistance during business hours).
  • Social Media: [Facebook/Instagram/Twitter] (monitored daily).
  • Mail: [Your Company Address] (non-urgent inquiries).

 

Note: Response times may vary during peak periods (e.g., holidays, sales).

3. Order Assistance

 

  • Product Information: Request detailed specifications, materials, or care guides.
  • Customization: Discuss fabric choices, finishes.
  • Order Tracking: Get updates on shipping and delivery via your confirmation email.
  • Cancellations: Modify or cancel orders before they are shipped (subject to processing fees).

4. Delivery and Installation

 

  • Shipping: Track packages via provided tracking numbers. Delays due to weather or logistics will be communicated promptly.
  • Damages: Report visible damages upon delivery within [X] days. Include photos for expedited resolution.
  • Assembly: Receive guidance for self-assembly or book professional installation (fee applies).

5. Returns and Refunds

 

  • Return Eligibility:
    • Unused, undamaged items returned within [30] days of delivery.
    • Exceptions: Custom orders, clearance items, or personalized products.
  • Process:
    1. Contact us to initiate a return.
    2. Ship items back in original packaging.
    3. Refund issued to the original payment method after inspection.
  • Refund Timelines: 5–10 business days (depending on your bank).

6. Warranty Claims

 

  • Coverage: [1–5 year] warranty for defects in materials or workmanship.
  • How to Claim:
    • Submit proof of purchase (order number or receipt).
    • Describe the issue and attach photos/videos if applicable.
    • We will repair, replace, or refund eligible items.

7. Complaint Resolution

 

  • Escalation Process:
    1. First contact: Resolve with our frontline team.
    2. Escalate to a supervisor if unresolved.
    3. Final appeal: Contact [email protected].
  • Timeline: Acknowledged within 48 hours; resolution within [X] business days.

8. Customer Feedback

 

  • Reviews: Share experiences on our website or social media.
  • Surveys: Participate in post-purchase surveys to shape future improvements.
  • Suggestions: Submit ideas via [[email protected]].

9. Additional Services

 

  • Interior Design Consultations: Free or paid design advice for large orders.
  • Bulk Purchases: Discounts available for commercial clients or bulk orders.
  • Product Care Kits: Purchase cleaning and maintenance kits for furniture.

10. Service Commitments

 

  • Transparency: Clear communication about order status and policies.
  • Empowerment: Equip customers with tools (e.g., measurement guides, care tips).
  • Empathy: Resolve issues with kindness and accountability.

 

This document is a general template. Customize it to reflect your business practices, jurisdiction, and specific services. Add links to related policies (e.g., Returns Policy, Warranty Policy). Consult a legal professional to ensure compliance with consumer protection laws.
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