Complaint Policy

CUSTOMER COMPLAINTS & DISPUTE RESOLUTION PROCESS

Customer Support & Complaint Channels

Customers may contact GUGU HAIR for support, inquiries, or complaints through the following official channels:

• Hotline: (+84) 385 637 191
• Email: guguhair99@gmail.com
• WhatsApp: (+84) 385 637 191
• Website: guguhair.com
• Social Media: Facebook, Instagram, and other official GUGU HAIR channels
• In-Person Support: Customers may contact or visit the GUGU HAIR office during business hours for direct assistance.

GUGU HAIR provides customer support for matters related to product information, orders, shipping and delivery, warranty, returns and refunds, product quality, and other issues arising during the purchasing process.

When contacting us, customers should provide their name, order information, details of the issue, and relevant photos or videos (if applicable). This information will help GUGU HAIR review and handle the request accurately and efficiently.

I. GENERAL PRINCIPLES

GUGU HAIR is committed to receiving and handling customer questions, concerns, and complaints regarding our products and orders in a professional, fair, and good-faith manner.

Customers purchasing products from GUGU HAIR are entitled to their legitimate rights in accordance with the confirmed order, applicable agreements, and relevant laws.

As human hair is a natural product, its appearance and performance may be affected by handling, installation, styling, heat, chemical processing, maintenance, and aftercare. Therefore, each complaint will be reviewed based on the actual condition of the product, the confirmed order specifications, and the evidence provided by the customer.

GUGU HAIR may review complaints relating to:

• Products that do not match the confirmed order specifications.
• Incorrect product type, length, color, size, or quantity.
• Products damaged or defective before or during delivery.
• Manufacturing or quality issues that can reasonably be verified as existing before the customer’s use or alteration of the product.
• Other order-related issues for which GUGU HAIR may be responsible.

The applicable complaint period shall follow GUGU HAIR’s Warranty, Returns & Refunds Policy, the confirmed order terms, and any separate written agreement between GUGU HAIR and the customer.

All complaints should be submitted with sufficient information and reasonable supporting evidence to allow GUGU HAIR to investigate the matter properly.

II. COMPLAINT RESOLUTION PROCESS

STEP 1: SUBMISSION OF A COMPLAINT

If a customer experiences an issue with a product or order, they should contact GUGU HAIR through the official communication channels provided on our website, order confirmation, invoice, or other official business communications.

To help us review the case efficiently, customers may be requested to provide:

• Customer name or company name.
• Order number or order confirmation details.
• Product name and relevant specifications.
• A clear description of the issue.
• Photos or videos showing the condition of the product.
• Photos of the packaging and shipment condition, where relevant.
• Any other information reasonably necessary to investigate the complaint.

For complaints relating to hair quality, texture, shedding, tangling, construction, or other product characteristics, GUGU HAIR may request additional photos, videos, usage information, or the return of the product for direct inspection.

STEP 2: REVIEW AND VERIFICATION

After receiving the complaint, GUGU HAIR will review the information and investigate the reported issue.

The assessment may consider:

• The confirmed order specifications.
• Product photos and videos before shipment, where available.
• Quality control records.
• Photos, videos, and other evidence provided by the customer.
• The actual condition of the product.
• Shipping and packaging information.
• Product handling, installation, styling, chemical processing, and aftercare, where relevant.

For products that have already been worn, installed, cut, colored, bleached, permed, chemically processed, or otherwise altered, additional inspection may be required before the cause of the issue can be determined.

GUGU HAIR may request further information or evidence where the information initially provided is insufficient to determine the cause of the complaint.

STEP 3: RESPONSE AND PROPOSED RESOLUTION

Once the review has been completed, GUGU HAIR will provide the customer with a response and, where appropriate, a proposed resolution.

Depending on the circumstances and the applicable policy, a resolution may include:

• Product care or usage guidance.
• Technical support or assistance in addressing the issue.
• Product repair or adjustment, where applicable.
• Replacement or exchange of an eligible product.
• Warranty support.
• A partial or full refund where GUGU HAIR determines that a refund is appropriate under the applicable policy or confirmed agreement.

The resolution provided will depend on the specific circumstances of each case. GUGU HAIR does not guarantee that every complaint will automatically result in a replacement, refund, or compensation.

STEP 4: FURTHER REVIEW

If the customer does not agree with the initial resolution, they may provide additional relevant information or evidence for further review.

GUGU HAIR will consider any additional information reasonably related to the complaint and continue communication with the customer in good faith to seek an appropriate resolution.

If the parties are unable to reach an agreement after reasonable communication and review, the matter may be resolved in accordance with applicable law and any valid contract, purchase agreement, or written terms agreed upon between the parties.

III. IMPORTANT NOTES REGARDING HUMAN HAIR PRODUCTS

Human hair is a natural product. Differences in texture, color tone, thickness, curl pattern, shine, and other natural characteristics may occur between different donors, batches, and products. Reasonable natural variation does not automatically constitute a product defect.

Complaints may be subject to additional review where the product has been:

• Cut or altered.
• Dyed, bleached, or chemically processed.
• Curled or straightened using heat.
• Installed or handled by a third party.
• Used with unsuitable products or chemicals.
• Improperly maintained or stored.

GUGU HAIR reserves the right to decline a complaint where:

• Insufficient information or evidence is provided to verify the claim.
• The reported issue cannot reasonably be linked to GUGU HAIR’s product or order fulfillment.
• The product has been altered, damaged, or improperly handled after delivery.
• The complaint falls outside the applicable complaint, warranty, return, or refund conditions.
• The requested resolution is inconsistent with the confirmed order terms or applicable policies.

This Complaint Resolution Process should be read together with GUGU HAIR’s Terms & Conditions, Shipping Policy, Warranty Policy, and Returns & Refunds Policy.