Complaints, Review and Feedback

Use WhatsApp or the published business email to submit a complaint. Include the order or shipment reference and explain the issue and the outcome you are seeking. The team confirms receipt within two working days and gives an initial response within five working days.

A concern can move from general business handling to the relevant specialist department and then to management or compliance. Once the necessary evidence is complete, the specialist department normally provides a proposed resolution or a specific progress update within five working days. The confirmed claim, refund and customs procedures retain their own applicable timelines.

If you disagree with the outcome, or the issue is significant, request review by an authorised person appropriately independent of the original decision. After the necessary material is complete, the review conclusion is provided within ten working days, or the team explains the delay and gives the next feedback date.

The written decision explains the facts, evidence, fees, contractual or legal basis, corrective actions and available routes for further review. Agreed refunds, compensation or replacement shipments retain execution records. Closing an internal complaint record does not remove an outstanding obligation. If a dispute remains, its status and your lawful avenues for further action are preserved.

After the outcome has been communicated or agreed corrective work is complete, the team may invite one voluntary satisfaction response through your preferred channel. A score and written comments are optional. Not replying or giving negative feedback does not affect refunds, compensation, replacements or other rights. Performance of those obligations cannot be made conditional on deleting criticism, withdrawing a complaint or posting praise.

Internal satisfaction feedback is separate from public reviews. Public use requires a truthful, verifiable account and appropriate publication authorisation and redaction for names, company details, logos, orders, conversations and photographs. Anonymisation must preserve the meaning. Customer results, ratings, delivery outcomes and savings figures are not fabricated. Withdrawal or deletion requests are handled under the authorisation and applicable law.

Service communication and marketing permission are handled separately. Declining or unsubscribing stops the relevant marketing contact. Repeated concerns and dissatisfied feedback are retained for the responsible team to review corrective actions and any unresolved dispute. Contact hi@1688buypro.com to raise a concern or request a review.