Customer Support & Issue Resolution Policy

At Lunasjaya, we are committed to providing exceptional customer service and ensuring that your experience with us is seamless and enjoyable. This Customer Support & Issue Resolution Policy outlines how customers can contact us for assistance, as well as the steps we take to resolve any issues you may encounter.

1. Customer Support Contact Information

Our customer support team is here to assist you with any questions or concerns.

• Email: support@rabbioz.com
• Customer Support Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)
• Response time: We typically respond within 24 hours during business hours.

2. Types of Issues We Can Help With

Our customer support team is available to assist you with a wide range of issues, including but not limited to:

• Order Issues: Assistance with order status, cancellations, and modifications.
• Shipping & Delivery: Help with tracking orders, delivery issues, or delays.
• Product Inquiries: Questions about products, sizes, materials, or availability.
• Returns & Refunds: Guidance on policies and processing.
• Account Support: Issues with your account, subscription, or payment methods.
• General Queries: Questions about policies, services, or company.

3. Issue Resolution Process

We understand that sometimes things don’t go as planned, and we are dedicated to resolving issues promptly and fairly. Here’s how we handle problem resolution:

Step 1: Contacting Customer Support

Email us at support@rabbioz.com with a clear description of the problem. Please include relevant details such as order numbers, product names, photos, and any supporting information (screenshots/videos) if applicable.

Step 2: Review and Assessment

Once we receive your inquiry, our team will review and assess the situation. For damaged, defective, or incorrect products, we may request photos or videos for verification.

Step 4: Communication and Follow-Up

We will communicate the resolution via email and provide any necessary instructions, return labels, or refund details. We may follow up within 24 hours of resolution to ensure you are satisfied.

4. Escalation Process

If you are not satisfied with the initial response or resolution, you may escalate your issue:

• Step 1: Email us again and clearly state that you would like to escalate the issue. Include any additional context that may help.
• Step 2: A senior member of our support team may review the case and contact you directly with an updated resolution.

5. Handling Delayed or Missing Orders

If your order is delayed or missing, please follow these steps:

• Step 1: Check your tracking information in the shipping confirmation email.
• Step 2: If there is no update or the status is unclear, email support@rabbioz.com with your order details.
• Step 3: We will investigate with the carrier. If the package is lost or undeliverable, we will issue a refund or send a replacement.

6. Handling Refunds

Refunds are typically issued to the original payment method. Depending on the situation and the policy involved, refunds may take up to 10 business days to reflect on your account.

• Refund Processing: For returned products, refunds are processed after the item is received and inspected according to our Return & Refund Policy.

7. Customer Support Availability

Our customer support team is available Monday – Saturday, 8:00 AM – 7:00 PM (EST). We are closed on Sundays and public holidays, but we strive to respond promptly during business hours.

8. Updates to This Policy

Lunasjaya reserves the right to update or amend this policy at any time. Any changes will be posted with a revised “Last Updated” date. We encourage you to review this policy periodically.

9. Contact Information