1. Reporting Non-Delivery: a. Customers must report non-delivery of an item within 7 days from the expected delivery date. b. To report non-delivery, customers can contact our customer service team through the designated channels (phone, email, or online form).

  2. Investigation Process: a. Upon receiving a non-delivery report, our customer service team will initiate an investigation within 24 hours. b. The investigation period will typically take up to 10 days to allow for a thorough assessment and resolution.

  3. Customer Cooperation: a. During the investigation, customers are expected to cooperate and provide any relevant information or documentation requested by our team. b. Prompt responses and cooperation from customers will help expedite the resolution process.

  4. Internal Investigation: a. Our team will internally review all available information, including order details, delivery tracking, and communication with the delivery partner. b. We will closely collaborate with our delivery partner to obtain proof of delivery documents or any other relevant evidence.

  5. Communication and Updates: a. Throughout the investigation, we will maintain regular communication with the customer, providing updates on the progress and estimated resolution timeframe. b. Our customer support team will address any queries or concerns raised by the customer promptly and professionally.

  6. Resolution Options: a. If the investigation confirms non-delivery, we will offer two options to the customer: i. Replacement: Customers can choose to receive a replacement for the undelivered item, subject to availability. ii. Refund: Customers may opt for a full refund for the undelivered item.

  7. Refund Process: a. In case of a refund request, we will process the refund within 2 business days from the customer's selection of this option. b. The refund will be issued through the original payment method used during the purchase, unless otherwise mutually agreed upon.

  8. Process Improvement: a. We will continually review and improve our delivery processes in collaboration with our delivery partners to minimize the occurrence of non-delivery incidents. b. Any identified issues or gaps will be addressed to enhance our delivery service and ensure a reliable and satisfactory customer experience.

  9. Exceptions: a. This policy does not cover delays caused by unforeseen circumstances, such as natural disasters, strikes, or public emergencies, which are beyond our control. b. In such cases, we will make every effort to keep customers informed and provide assistance within reasonable means.

  10. Policy Updates: a. We reserve the right to update or modify this policy at our discretion. b. Any changes will be communicated to customers through our website or other suitable channels.

  11. False Claims and Misrepresentation: a. If during the investigation it is determined that the customer provided false information or misrepresented the non-delivery claim, appropriate action will be taken. b. This may include but is not limited to the following actions: i. Refusal of any future claims or requests from the customer related to non-delivery. ii. Suspension or termination of the customer's account or access to our services. iii. Legal recourse, if deemed necessary, to protect the integrity of our business and prevent fraudulent activities. c. We take false claims and misrepresentation seriously and will take necessary steps to safeguard the interests of our company and other customers.

Please note that making false claims or misrepresenting information not only undermines the trust in our services but also impacts the overall customer experience. We strive to maintain a fair and transparent environment for all our customers, and we appreciate your understanding in upholding the integrity of our policies. We appreciate your cooperation and understanding.