Customer Service
1. Complaint Submission
Sevenpoint8 is committed to providing customers with accessible and efficient channels for submitting complaints. Customers may submit complaints through our official communication channels, and all complaints will be handled in accordance with this Customer Complaint Handling Policy.
To facilitate a timely and accurate investigation, customers are encouraged to report any issue as soon as reasonably practicable after it is identified.
Customers may submit complaints through one of the following official communication channels:
- Website Contact Form
- Customer Service Email
- WhatsApp Business (where available)
- Official Social Media Messaging Platforms (where available)
To assist us in investigating and resolving complaints efficiently, customers should provide sufficient and accurate information, including, where applicable:
- Relevant Invoice or Order Identifiers
- Full Legal Name of Customer
- Specific Product Title and Model
- Unique Serial Number (if available)
- Comprehensive Details Regarding the Matter
- Visual Evidence Including Photos or Videos
- Official Transaction Records or Receipt
Depending on the nature of the complaint, additional supporting evidence may be requested, including photographs, videos, delivery documentation, continuous unboxing videos for shipping damage claims, or any other information reasonably required to verify the reported issue.
For quality assurance, record-keeping, and continuous service improvement purposes, all complaints received through our official communication channels may be registered within our internal customer support system. Where additional information is required, customers may be contacted before the investigation proceeds. Incomplete or insufficient information may delay the investigation until the requested information has been provided.
2. Investigation Process
Every customer complaint received by Sevenpoint8 is carefully reviewed to ensure that each case is assessed fairly, objectively, and based on the available facts and supporting evidence.
Depending on the nature, complexity, and circumstances of the complaint, the investigation may involve coordination between multiple departments within the company. Certain investigations may also require coordination with third-party service providers, including logistics companies, payment providers, insurance providers, or other parties directly involved in the order or delivery process.
While we are committed to resolving complaints as efficiently as possible, some investigations may require additional time to verify information, inspect products, review operational records, evaluate warranty eligibility, or obtain information from relevant internal departments or external service providers. Investigation timelines may therefore vary depending on the complexity of each individual case.
To ensure that every complaint is evaluated accurately and fairly, Sevenpoint8 may review relevant records and supporting documentation, including but not limited to:
- Order, payment, and customer transaction records.
- Shipping, delivery, and order fulfilment records.
- Product quality, production, inspection, and warranty records, where applicable.
- Customer-submitted photographs, videos, proof of purchase, and other supporting documentation.
- Internal operational records, including warehouse documentation, CCTV footage (where available), and any other information reasonably required to support the investigation.
Where additional time or information is required, customers will be informed accordingly and may receive periodic updates regarding the progress of the investigation.
3. Complaint Resolution
Upon completion of the investigation, Sevenpoint8 will determine an appropriate resolution based on the investigation findings, the nature of the complaint, the applicable product warranty or company policies, and the supporting evidence available.
The objective of the resolution process is to provide a fair, reasonable, and consistent outcome while ensuring that every decision is based on verified information and the specific circumstances of each case.
Depending on the outcome of the investigation, the resolution may include one or more of the following:
- Providing product usage guidance, installation assistance, technical troubleshooting, or clarification regarding product specifications, warranty coverage, or company policies where no product defect or service failure is identified.
- Providing appropriate corrective services, including product inspection, repair, replacement of defective components or spare parts, technical servicing, maintenance support, or software and firmware updates where applicable.
- Replacing the affected product, or where necessary, an equivalent product of similar specifications and value, where a verified manufacturing defect or other eligible issue cannot reasonably be resolved through repair, subject to product availability and the applicable company policies.
- Providing a full refund, partial refund, store credit, or another mutually agreed commercial resolution where appropriate and in accordance with the applicable Return & Refund Policy or other company policies.
- Declining corrective action where the investigation determines that the reported issue cannot be substantiated, the product is operating within its intended specifications, the complaint falls outside the applicable warranty or company policies, or the issue results from misuse, unauthorized modification, improper installation, or circumstances beyond Sevenpoint8's reasonable control. In such cases, the customer will be informed of the investigation findings and the basis for the decision.
The resolution provided will depend on the specific facts of each case and shall be determined by Sevenpoint8 based on the outcome of the investigation and the applicable company policies. Throughout the resolution process, we will make reasonable efforts to keep customers informed of the investigation outcome, the proposed resolution, and any actions required from either party before the complaint can be finalized.
4. Complaint Closure
A complaint will generally be considered closed when the agreed resolution has been completed and, where applicable, accepted by the customer, when the agreed corrective action has been fully implemented, when the customer has been informed of the investigation outcome and no further action is required under the applicable company policies, or when reasonable attempts to contact the customer regarding the proposed resolution have been unsuccessful for a period of thirty (30) consecutive calendar days following the final communication.
Once a complaint has been closed, Sevenpoint8 may retain the relevant complaint records for quality assurance, operational review, legal compliance, and continuous improvement purposes in accordance with applicable laws and internal record retention practices.
