Complaint Policy at HPW CARGO

Policy on Customer Complaint Resolution Responsibility for the Service Provision Activities of HPW CARGO.

Complaint Policy at HPW CARGO

• Ensuring the secure transaction process for customers and service providers.
• Monitoring, updating information, advising, and assisting customers to complete procedures, thereby ensuring successful transactions.
• Assisting in verifying the credibility of sellers and the quality information of products being sold, ensuring that the products match the seller’s descriptions. Special goods and used items are purchased according to customer specifications, and HPW CARGO is only responsible for payment and transportation.
• Providing guidance on documentation procedures, supporting, and acting on behalf of customers for complaints and disputes resolution with the service provider in cases where customers receive products not as described by the service provider.
• We commit to supporting customers in handling situations that arise during and after the process of placing orders and upon receiving goods, in accordance with the policies of international websites.
• Given the complexities of international transactions, which can have inherent challenges in execution, we pledge to stand by our customers, offering the best possible solutions to protect their rights. We sincerely hope that customers will cooperate in finding the optimal resolution to any unforeseen incidents and risks.

Guidelines for Email Complaints about Orders

When there are inquiries or complaints about the status of an order, customers can send an email to oversea@hpwcargo.com and provide the following information:

• The subject line should include the customer’s code and the main issue.
• Detailed information about the inquiry or complaint.
• Photos of the product and discrepancies, photos of the international seller’s shipping information attached to the exterior of the shipment (package, crate, etc.) provided by HPW CARGO.

In cases where parts or components of the product are missing, customers need to clearly state and provide specific details of which parts/components are missing compared to the original product/image.

The responsible staff will directly contact the customer via email and work with the seller based on the specific case. Afterwards, they will inform the customer, including details about the return/exchange process and associated costs, if applicable.

HPW CARGO will communicate with the seller to verify warranty information and provide feedback to customers via email.