At EUSUK Holding, we are committed to providing exceptional customer service and maintaining a positive relationship with our customers. Our goal is to ensure that our clients have a seamless and satisfying experience while using our products and services.

This Customer Service Policy outlines the standards, expectations, and procedures for providing excellent customer service at EUSUK Holding.

1. Our Commitment to Customer Service

  • We will strive to respond to all customer inquiries in a timely, courteous, and professional manner.
  • Our customer service team will work diligently to resolve issues, answer questions, and provide clear, accurate, and helpful information.
  • We aim to deliver an exceptional experience at all touchpoints, from product selection and ordering to delivery and after-sales support.
  • We will listen to customer feedback and use it to improve our products, services, and processes.

2. Response Times

We aim to provide quick and effective solutions to all customer queries. The following are our target response times:

  • Email Inquiries: We will respond to customer emails within 24 hours on weekdays.
  • Phone Support: Our customer service team will answer calls within 2 minutes during operating hours.
  • Live Chat: Our live chat support will respond to inquiries within 1-3 minutes during support hours.

3. Customer Support Channels

We offer several ways for customers to contact us:

  • Phone: +33 75 964 7300
  • Email: info@eusuk.com
  • Live Chat: Available on our website for instant assistance.

4. Returns, Exchanges, and Refunds

We understand that sometimes products may not meet your expectations, and we are committed to resolving any issues that arise. The following policy governs returns, exchanges, and refunds:

  • Returns: If you are not completely satisfied with your purchase, you can return it within 30 days of receipt, provided the product is unused and in its original packaging.
  • Exchanges: We offer exchanges for items of the same or lesser value within 30 days from the date of purchase.
  • Refunds: Refunds will be issued to the original payment method once the returned product is received and inspected. Refunds will be processed within 5-7 business days.
  • Non-Returnable Items: Some items may not be eligible for return, such as custom or personalized products. Please review the specific product page for return eligibility.

5. Quality Assurance

We take pride in the quality of our products and services. If you receive a defective or damaged product, please contact us immediately. We will work to resolve the issue by providing either a replacement or a refund, depending on the situation.

6. Customer Complaints

At EUSUK Holding, we believe in addressing customer complaints with respect and urgency. If you are dissatisfied with any aspect of our service or product, please follow these steps:

  1. Contact Customer Service: Reach out to us via phone, email, or live chat with a clear description of the issue.
  2. Investigation: Our team will investigate the matter and work to resolve it as quickly as possible.
  3. Resolution: We will provide a solution based on the nature of the complaint, which may include a replacement, refund, or other suitable actions.
  4. Escalation: If the matter is not resolved to your satisfaction, it may be escalated to senior management for further review.

7. Confidentiality and Privacy

We respect your privacy and are committed to protecting your personal information. All customer data will be handled in accordance with our Privacy Policy [insert link to Privacy Policy], ensuring that your personal and payment information remains secure.

8. Customer Feedback

Your feedback is vital to our ongoing improvement. We encourage customers to provide feedback on their experience with our products and services. You can provide feedback through:

  • Customer surveys
  • Feedback forms available on our website
  • Direct emails to our customer service team

We value your input and use it to enhance our products, services, and customer experience.

9. Service Hours and Availability

Our customer service team is available during the following hours:

  • Monday to Friday: 9:00 AM to 6:00 PM (Local Time)
  • Saturday: 10:00 AM to 2:00 PM (Local Time)
  • Sunday and Public Holidays: Closed

10. Continuous Improvement

We are dedicated to continuously improving our customer service standards. Regular training and performance evaluations ensure our customer service team is knowledgeable, efficient, and courteous. We welcome suggestions on how we can enhance our service offerings.

11. Limitation of Liability While we strive to provide exceptional service, EUSUK Holding is not liable for any indirect, incidental, or consequential damages arising from the use of our products or services, except in cases where the law requires it