Customer Service Policy

At KAUGIC, we are dedicated to providing high-quality products and excellent customer service. Our customer service policy ensures transparency, efficiency, and customer satisfaction in every interaction.

1. Customer Service Mission Statement

We strive to provide honest, efficient, and responsive service. Whether you need assistance with an order, product inquiries, or troubleshooting, our team is committed to addressing your concerns with professionalism and care.

2. Customer Support Availability

Our support team is here to assist you:

📧 Email: service@kaugic.com
⏳ Response Time: We aim to respond within 24-48 hours on business days.
🌍 Support Languages: English (additional languages may be supported in the future).

3. Order Processing & Shipping Policy

  • Orders are processed within 1-3 business days (excluding weekends and holidays).
  • Shipping time varies by destination:

    • Standard Shipping: 7-15 business days

    • Express Shipping: 3-7 business days

  • Tracking information will be sent via email once your order is shipped.
  • KAUGIC is not responsible for delays due to customs processing, carrier issues, or incorrect shipping information provided by the customer.

4. Cancellation Policy

  • Orders can be canceled within 12 hours of purchase if they have not been processed.
  • Once an order is shipped, cancellation is no longer possible.
  • To cancel an order, please email service@kaugic.com with your order details as soon as possible.

5. Returns & Replacements

We offer a fair and transparent return and replacement policy to ensure customer satisfaction:

Eligibility for Returns & Replacements

  • We do not accept returns for non-defective products due to hygiene and safety reasons.
  • If you receive a defective or damaged item, you must notify us within 15 days of delivery.
  • To qualify for a replacement, customers must provide clear photo or video evidence of the issue.
  • The item must be returned in its original packaging and with all accessories included.

Non-Eligible Returns

  • Products that are fully functional, misused, altered, scratched, or damaged due to improper handling are not eligible for returns or replacements.

📌 Important: We highly recommend customers inspect their products upon receipt and report any issues promptly.

6. Refund Policy

  • Refunds are only granted if the product cannot be replaced or repaired.
  • Refunds will be processed after we receive and inspect the returned item.
  • Refunds will be credited to the original payment method within 7-14 business days.

7. Warranty Policy

We stand behind the quality of our products and offer:

  • 1-Year Manufacturer Warranty for all KAUGIC products.
  • Option to extend the warranty for up to 5 years or lifetime coverage with purchase proof.
  • Warranty does not cover damage caused by misuse, unauthorized modifications, or normal wear and tear.

8. Lost or Stolen Packages

  • If your package is lost or stolen during transit, contact us immediately.
  • We will work with the shipping carrier to investigate the issue and, if necessary, arrange a replacement.

9. Customs, Duties & Taxes

  • Product prices do not include VAT, customs duties, or import taxes.
  • Customers are responsible for any applicable customs clearance fees.
  • We are not responsible for customs delays or additional charges imposed by local authorities.

10. Customer Service Standards & Commitments

At KAUGIC, we are committed to:
✅ Providing honest and transparent communication in all customer interactions.
✅ Ensuring a 99% product uptime and reliable service.
✅ Responding to customer inquiries within 24-48 hours on business days.
✅ Offering fair and hassle-free replacements for defective products.
✅ Continuously improving our services based on customer feedback.

11. Customer Feedback & Continuous Improvement

Your feedback is valuable to us! We regularly review customer comments, complaints, and suggestions to enhance our service.

📌 We actively analyze:

  • Response time efficiency – Are customers satisfied with our response time?
  • Product quality concerns – Are there frequent complaints about a specific issue?
  • Return and refund process – Is our policy fair and efficient?

We encourage customers to share their experiences with us via email or online reviews. Your insights help us improve and provide the best possible service.

12. Contact Us

For any inquiries, concerns, or service requests, please reach out to us:

📧 Email: service@kaugic.com
⏳ Response Time: 24-48 hours on business days

We appreciate your trust in KAUGIC and are dedicated to ensuring a seamless experience for our customers!