Rosy Store cares about complaints and suggestions from its valued customers..we listen to you

# Complaints and Suggestions

At Rozy Beauty and Care, we are committed to providing the best possible shopping experience and value our customers. This page is dedicated to receiving complaints and suggestions to ensure the continuous improvement of our services and products, in accordance with Saudi regulations such as the E-Commerce Law and the Personal Data Protection Law (PDPL).

## Communication Channels
At Rozy Beauty and Care, we value your feedback and suggestions. You can contact us through the following channels:

- **WhatsApp:** +966536665476

- **Email:** [email protected]

- **Social Media:** rozy_cozmetic

## Types of Accepted Complaints and Suggestions

We welcome your complaints and suggestions related to the following:

- Order issues (delays, product errors).

- Payment issues.

- Shipping and delivery issues. - Inquiries or complaints about product quality, including allergies or irritation, the presence of an open or damaged product, or the expiration date.

- Shopping experience in the store (ease of navigation, website speed).

- Suggestions for improving products or services.

- General inquiries about products or store policies.

- Consultations regarding product usage.

## Required Information from the Customer
When submitting a complaint or suggestion, please provide us with the following information to ensure effective processing:

- Full name.

- Order number (if available).

- Mobile number or email address for contact.

- A clear and detailed description of the problem or suggestion.

- Supporting photos or documents (if available), such as photos of a damaged product or a shipping issue.

- Order date (if available).

- Your preferred method of communication.

## Response and Processing Time
At Rosie Store, we are committed to responding to your complaints within **48 hours** of receiving them. You will be informed of the status of your complaint and the steps taken to address it.

## Complaint Handling Steps
When we receive your complaint at Rosie Store, we follow these steps to ensure a thorough and fair resolution:

**Complaint Review:** Our customer service team will carefully review the details of your complaint.

**Request for Additional Information:** We may contact you to request any additional information or clarifications necessary to fully assess the issue.

**Solution Proposal:** After understanding the issue, we will provide proposed solutions or corrective actions.

**Closure After Processing:** The complaint will be closed after we confirm that it has been resolved and the customer is satisfied.

## Confidentiality and Privacy Policy
At Rosie Store, we assure you that all complaints and suggestions are handled with the utmost confidentiality. Your personal data will only be used for the purpose of processing your complaint or suggestion and communicating with you about it, in accordance with our Personal Data Protection Policy (PDPL).

## Business Hours and Response Time
Our customer service team is ready to receive and respond to your inquiries and complaints during our official business hours.

## Page Suitability for the Beauty and Personal Care Industry
At Rosie Store, we understand the sensitive nature of beauty and personal care products. Therefore, we provide a clear channel for quality complaints and any potential skin reactions. You can report any allergies or irritation, or if you receive an open, damaged, or expired product. You can also request a product usage consultation for proper guidance. These complaints are our top priority for resolution.