Customer Service Policy

This Customer Service Policy sets standardized service specification for all after-sales consultation, order dispute, product inquiry, media cooperation and wholesale procurement requests generated on smegstoresale.com, we divide three exclusive dedicated email channels to realize classified efficient user service management, mailbox partition is fixed permanently for smegstoresale.com’s daily operation: support@smegstoresale.com (core daily customer service mailbox for individual consumer order, shipping, return, refund and product parameter consultation), press@smegstoresale.com (media interview, brand cooperation, press release and public relations communication exclusive mailbox), wholesale@smegstoresale.com (enterprise bulk purchase, commercial wholesale, large-volume customized order negotiation dedicated mailbox).

All customer service work of smegstoresale.com is built around our core service promise including full-site free shipping, 60-day free return and 5–10 working days standardized refund, this policy unifies service response standard, problem processing flow and dispute resolution principle for all service scenarios on our discounted SMEG kitchen appliance e-commerce platform, all service personnel must follow clauses in this document to provide consistent, standardized and friendly customer support for every user shopping or cooperating with smegstoresale.com. All transaction settlement on our website uses unified USD pricing standard, service consultation related to payment amount and fund refund will be handled under Refund Policy and this Customer Service Policy dual norms.

Our customer service team follows standardized daily working arrangement to process all incoming emails submitted to three official mailboxes of smegstoresale.com, for regular general consultation mails sent to support@smegstoresale.com including order status check, logistics tracking inquiry, product function parameter question and basic return policy consultation, service representatives shall complete detailed reply within 2 working days from mail receiving timestamp; for complex after-sales dispute cases involving parcel damage, abnormal refund delay or cross-department coordination problem, maximum processing period is limited to 5 working days, during waiting cycle service staff needs to send intermediate progress notification to user’s reserved mailbox to avoid customer information blank.

Inquiry mails delivered to press@smegstoresale.com regarding media coverage request, brand joint promotion and official information quotation will receive formal reply within 3 working days after content classification; bulk wholesale cooperation consultation via wholesale@smegstoresale.com including price negotiation of large-quantity SMEG appliance orders, customized bundle discount discussion and long-term supply contract communication will be assigned to specialized wholesale account manager, who completes targeted business reply within 3 working days and arranges follow-up one-on-one communication as required by cooperative clients.

When users consult order outbound schedule, delivery cycle and free shipping policy via support@smegstoresale.com, service staff checks backend order data of smegstoresale.com to inform customer of remaining outbound days within fixed 1–3 days warehouse preparation cycle and unified 6–12 days delivery transit rule stipulated in Shipping Policy; for delayed delivery complaint, service representative initiates logistics follow-up application to our cooperative logistics operator and updates tracking feedback to customer at regular interval.

For return application and refund progress inquiry matching Refund Policy clauses, customer service guides users to finish standard return submission procedure, explain 60-day valid return window, free return freight policy and fixed 5–10 working days refund timeline in detail, assist customers to obtain pre-paid return label once return application gets system approval from smegstoresale.com’s after-sales management department.

All questions about SMEG product color collection, functional parameter, accessory configuration and co-branded limited edition introduction will be answered by customer service with accurate commodity information synchronized with smegstoresale.com’s online product detail page, if existing webpage content fails to cover user’s detailed question, service staff consult product procurement department and feed back professional answer within regulated response cycle.

smegstoresale.com sets complete complaint acceptance channel through support@smegstoresale.com for all dissatisfied customers to submit service or product related complaints, after receiving formal complaint mail, our customer service supervisor reviews complaint content within 1 working day, divides case into order logistics dispute, product quality complaint, refund abnormal problem or service attitude feedback and assign corresponding responsible department to coordinate resolution.

We adopt friendly negotiation as primary dispute settlement method for all customer complaints, strive to propose mutually acceptable compensation or adjustment plan based on existing platform policies including free re-delivery, partial order discount or refund solution; if negotiation cannot reach consistent agreement after multiple rounds of communication, we reserve the right to terminate follow-up supplementary preferential service while still performing core obligation defined in Shipping Policy and Refund Policy for finished orders.

Cooperation demands received via wholesale@smegstoresale.com and press@smegstoresale.com enjoy customized exclusive service outside individual consumer service standard, wholesale account manager can provide tiered bulk discount quotation according to client’s order volume of SMEG goods on smegstoresale.com; PR specialist for press mailbox can provide authorized platform introduction materials after verifying media institutional qualification information, all customized cooperation terms need to be confirmed via written email to form effective binding cooperation agreement.