Customer Support Policy

At CHABINA, we are committed to delivering excellent customer support before, during, and after every purchase.

1. Availability

  • Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT).

  • Contact Channels:

2. Response Time

  • We aim to respond to all customer inquiries within 24 hours (business days).

  • During peak shopping periods, response times may extend to 48 hours, but urgent issues (e.g., order errors, delivery problems) are prioritized.

3. Support Coverage

  • Order assistance (status updates, tracking, cancellations).

  • Product inquiries (availability, specifications, recommendations).

  • Returns & refunds support.

  • Technical support for website or checkout issues.

  • Complaints resolution and escalation process.

4. Escalation Process

  • If your issue is not resolved by first contact, it will be escalated to a senior support specialist.

  • If still unresolved, customers may escalate directly to management for final review.

5. Customer Commitment
We promise to:

  • Handle all inquiries respectfully and professionally.

  • Protect your personal data when handling support requests.

  • Continuously improve our support services based on your feedback.