Online Dispute Resolution (ODR) Policy

1. Introduction

This Online Dispute Resolution (ODR) Policy outlines the procedures for resolving disputes between customers and our company through our ODR platform. We are committed to providing efficient and effective resolution of any issues that may arise from the purchase or use of our products and services.

2. Purpose

The purpose of this policy is to ensure a transparent, accessible, and user-friendly mechanism for resolving disputes without the need for lengthy litigation. The ODR platform is designed to handle disputes related to the fulfillment of orders, delivery issues, and product discrepancies.

3. Scope

This ODR policy applies to all customers who have made a purchase or engaged with our services and are seeking resolution for disputes related to:

• Product delivery issues
• Defective or incorrect products
• Billing discrepancies
• Any other dispute arising from the purchase or use of our products or services

4. How to Submit a Dispute

To submit a dispute, please follow these steps:

1. Fill out the ODR form available on our website.
2. Provide the following information:
   • Your full name and contact information.
   • The order number associated with the dispute.
   • A detailed description of the issue (minimum of 50 characters).
   • Any relevant supporting documents (e.g., screenshots, invoices).
3. Select the type of dispute from the dropdown menu.
4. Attach any relevant files in accepted formats (JPEG, PNG, PDF) with a size limit of 5 MB.
5. Submit the form for review.

5. Dispute Resolution Process

Upon receiving your dispute submission:

• You will receive an acknowledgment email confirming that we have received your dispute.
• Our customer service team will review your case within 5 business days.
• You may be asked to provide additional information or clarification regarding your dispute.
• We will communicate the outcome of our review, including any proposed solutions or next steps, via email.

6. Timeframes

The typical timeframes for dispute resolution are as follows:

• Acknowledgment of submission: Within 24 hours of receipt.
• Review of the dispute: Within 5 business days.
• Resolution or proposed solution: Within 10 business days of receiving all necessary information.

Please note that more complex disputes may take longer to resolve, in which case we will notify you of any extended timeframes.

7. Resolution Outcomes

Possible outcomes of a dispute may include:

• Replacement of the product
• Refund or partial refund
• Credit toward future purchases
• Re-delivery of the product
• No further action if the dispute is found to be invalid

We aim to resolve disputes to the satisfaction of both parties, ensuring fairness and transparency.

8. Confidentiality

All information submitted through the ODR platform will be treated as confidential. We will only use the information for the purpose of resolving the dispute and will not disclose it to third parties, except as required by law.

9. Fees

There are no fees for submitting or processing a dispute through our ODR platform. The service is provided free of charge as part of our commitment to customer satisfaction.

10. Legal Rights

This ODR policy does not affect your legal rights. You are still entitled to pursue other forms of dispute resolution, such as mediation, arbitration, or litigation, if you are not satisfied with the outcome of the ODR process.

11. Contact Us

If you have any questions about the ODR process or need assistance in submitting a dispute, please contact our customer support team at [email address] or call [phone number].

This policy provides a clear and structured guide for customers on how to use the ODR platform and ensures that disputes are handled fairly and promptly.