INNOLIVING USA is committed to accepting and resolving customer complaints related to transactions conducted on our e-commerce website. In the event of complaints or disputes, INNOLIVING USA prioritizes negotiation and reconciliation between the parties to maintain relationships and foster customer trust in the quality of our services.

The complaint resolution process is carried out as follows:

Step 1: Customers can file complaints about goods or services from Sellers (Distributors, Agents) or purchases made on INNOLIVING USA 's e-commerce platform through:
Sending an email to: info@innolivingusa.com

Step 2: The Customer Service Department will receive the complaints and promptly clarify customer requests within a maximum of 5 business days from the date of receipt. Depending on the nature and severity of the issue, we will implement specific measures to assist customers in resolving the complaints or disputes.

Step 3: INNOLIVING USA may request customers and/or sellers (Distributors, Agents) to provide relevant information and evidence about the transaction or product to verify and clarify the case and determine an appropriate resolution.

Step 4: If INNOLIVING USA has made every effort to resolve the complaint or dispute but the matter exceeds our capacity and authority, both parties will agree to select a third party to handle the case following the provisions of applicable law.

We respect and strictly comply with legal regulations regarding the protection of customer (consumer) rights. Therefore, INNOLIVING USA requests Sellers (Distributors, Agents) to provide complete, accurate, honest, and detailed information about genuine products. Any acts of fraud or deception in business are strongly condemned and will bear full legal responsibility.