Beauteny aims to handle customer complaints fairly, clearly and within a reasonable timeframe. This policy explains how customers can submit a complaint and how we review it.
How to Submit a Complaint
Complaints should be sent by email to info@beauteny.net with the subject line “Complaint”.
Please include:
- Your full name.
- Order number if applicable.
- Email address used for the order.
- Product name if applicable.
- A clear description of the issue.
- Photos, documents or other supporting evidence where relevant.
- Your preferred resolution if you have one.
Acknowledgement and Review
We aim to acknowledge complaints as soon as reasonably possible. We may request additional information if needed to understand the issue, verify the order or assess the appropriate resolution.
Possible Outcomes
Depending on the complaint, the outcome may include an explanation, replacement, refund, partial refund, return instructions, supplier review, product listing update or another appropriate resolution.
Delivery Complaints
For delivery-related complaints, customers should provide tracking details, photos of the parcel where relevant and any communication received from the courier or local delivery provider.
Product Complaints
For product-related complaints, customers should provide product photos, batch/lot details where available, packaging photos and a description of the issue. If the product may be unsafe or has caused an adverse reaction, stop using it and contact us promptly.
Escalation
If a complaint cannot be resolved immediately, it may be escalated internally for further review. We will communicate the next steps by email.
Contact
Complaints and customer service requests should be sent to info@beauteny.net.