PUEXP Dispute Resolution Policy
Purpose
This policy outlines the process for resolving disputes related to deliveries handled by PUEXP, a third-party delivery service provider. As PUEXP does not own or manage inventory, our role is limited to the transportation and delivery of goods. Disputes regarding product quality or issues unrelated to delivery must be addressed directly with the seller.
Scope
This policy applies to disputes concerning delivery services provided by PUEXP, including but not limited to delivery delays, damaged goods during transit, incorrect deliveries, or miscommunications related to our service.
Note: For disputes concerning the quality, condition, or contents of the goods, customers should contact the seller or merchant from whom the items were purchased.
1. Reporting a Dispute
If you experience an issue with a delivery, you may raise a dispute with us within 48 hours of the delivery date. Disputes can be reported via:
- Email: deliveries@puexp.com
- Customer Service Hotline:
- Online Chat: Available on our website (do we need a ticketing system?) or WhatsApp.
- Physical Mail:
When reporting a dispute, please provide:
- Your name and contact information
- Order number or tracking number
- Details of the issue (date, nature of the dispute, supporting evidence such as photos, if applicable)
2. Acknowledgment of Complaint
Upon receiving a complaint related to delivery, we will:
- Acknowledge receipt within 24 hours via email or phone.
- Provide a unique reference number for tracking the dispute.
3. Investigation Process
- Timeline: We aim to resolve delivery disputes within 5 business days of receiving the complaint.
- Investigation: As a third-party delivery service, we will investigate the matter based on our role in the delivery process, including reviewing delivery records, communicating with our couriers, and contacting relevant partners involved in the delivery.
- Customer Contact: We may request further information from the customer to assist in resolving the dispute.
Depending on the outcome of our investigation and the nature of the delivery issue, we will offer one of the following resolutions:
- Re-delivery: If the delivery was incomplete or incorrect due to an error on our part.
- Compensation: For significant delays or mishandling during delivery, we may offer compensation where appropriate.
- Rejection of the Claim: If the investigation reveals no fault or responsibility on our part regarding the delivery.
Note: As PUEXP does not own the inventory or the goods being delivered, we are not responsible for issues related to the condition, quality, or appropriateness of the items. Such issues must be directed to the seller.
5. Handling Returns
As a third-party delivery service, PUEXP does not process returns for goods on behalf of sellers. If you wish to return an item, you must:
- Contact the Seller Directly: The seller or merchant will provide instructions regarding returns, including eligibility and return shipping details.
- Return Logistics: Once the seller approves the return, PUEXP may facilitate the return shipping at our standard shipping fees, but all terms regarding refunds or exchanges will be governed by the seller’s return policy.
If PUEXP is involved in return shipping, any issues related to the transportation of the returned goods (such as delays or damage during return transit) will be handled in accordance with our standard dispute resolution process.
6. Escalation Process
If the customer is not satisfied with our proposed resolution regarding the delivery service, they may escalate the matter as follows:
- Internal Review: The case will be reviewed by a senior member of our customer service team within 3 business days.
- External Mediation: If a resolution cannot be reached, customers may opt for external mediation or arbitration in accordance with local consumer protection laws.
7. Final Resolution
Once an agreement is reached regarding the delivery dispute, we will:
- Confirm the resolution in writing (via email or letter)
- Implement the agreed action (such as a re-delivery or compensation) within 7 business days.
8. Contacting the Seller for Product-Related Disputes
For issues related to the quality, functionality, or contents of the products received, customers should contact the merchant directly. PUEXP is not liable for any product-related issues beyond delivery.
9. Review of Policy
This Dispute Resolution Policy will be reviewed regularly to ensure it remains effective and up to date. [Company Name] reserves the right to amend this policy as needed, with updated versions available on our website.
Contact Information
For further inquiries or assistance regarding delivery disputes, please contact:
- Phone: 1 316 619 3216 & 254757 836 922
- For Kenya: deliverieske@puexp.com
- For USA: deliveriesusa@puexp.com
- Website: www.puexp.com