Customer Service Policy

1. Core Service Principles

• Empathy: We recognize that every customer has unique needs—whether you’re a first-time buyer of vegan hair care, a salon owner placing a wholesale order, or someone using our salon locator—and we approach all inquiries with patience and understanding.
• Transparency: We provide clear, honest answers about our products, shipping timelines (1–3 day processing, 6–12 day delivery), 60-day return policy, and 5–10 day refund process, with all transactions in USD and free shipping for all orders.
• Efficiency: We aim to resolve issues quickly while maintaining care, ensuring you can get back to enjoying our cruelty-free, plant-powered products without unnecessary delays.

2. Support Channels & Response Times

• Email Support:
  • For retail customers: Reach out via our website’s contact form for general inquiries (product questions, order tracking, return requests). We respond within 24–48 business hours.
  • For wholesale partners: Direct all bulk order, pricing, and logistics questions to wholesale@avedaonline.com, with responses within 1–2 business days to accommodate business needs.
• Order & Shipping Inquiries: For tracking updates or delivery issues, use the tracking link in your shipping confirmation email first; if additional support is needed, our team will assist in investigating carrier delays or missing packages within 3 business days of your request.
• Salon Locator Assistance: If you encounter issues with our salon locator tool (e.g., inaccurate results, missing partner salons), submit a request via our support portal, and we will verify and update salon data within 3–5 business days.

3. Support for Specific Customer Needs

Retail Shoppers

• Product Guidance: Our team can provide personalized recommendations for vegan hair care (shampoos, conditioners), skin, and body products based on your hair/skin type, with full details on ingredients and formulation benefits.
• Order & Return Support: We assist with order modifications (when possible, before processing), tracking lost packages, initiating return authorizations for our 60-day policy, and following up on refund status (5–10 day processing window). All return shipping is complimentary, aligned with our free shipping promise.
• Account Assistance: We help with password resets, address updates (pre-shipping only), and order history requests to keep your account information accurate and accessible.

Wholesale Partners

• Dedicated support for bulk order processing, including confirmation of inventory, shipping coordination (1–3 day processing, 6–12 day delivery for all locations), and assistance with wholesale-specific returns (per our 60-day eligibility policy).
• Guidance on product compatibility for salon services, and help with onboarding for new partners to ensure smooth integration of our professional-grade vegan products into your salon’s offerings.

Salon Service Seekers

• Assistance with verifying partner salon credentials to ensure they use authentic avedaonline.com products and uphold our vegan, cruelty-free standards.
• Troubleshooting for the salon locator tool, including help refining search parameters (location, service type) to find the best nearby salon for your needs.

4. Issue Resolution Process

1. Report the Issue: Submit details of your concern (with photos, if applicable, for damaged/defective items) via the appropriate support channel.
2. Verification: Our team reviews your order history, policy eligibility (e.g., 60-day return window), and supporting information within 2 business days.
3. Resolution Offer: We provide a tailored solution, which may include:
   • A free replacement for defective or incorrect products (with expedited processing when possible, at no extra cost).
   • Expedited refund processing (within 5 business days instead of the standard 5–10 day window) for qualifying issues.
   • Reimbursement for rare, unforeseen non-shipping-related fees (all in USD, consistent with our currency policy).
4. Follow-Up: We check in with you post-resolution to confirm you’re satisfied with the outcome, ensuring your experience aligns with our service standards.

5. Feedback & Continuous Improvement

• You can share suggestions or reviews via our website’s feedback form or email support.
• We review all feedback monthly to identify areas for improvement (e.g., expanding product guidance, speeding up response times, updating salon locator data) and implement changes to enhance future customer experiences.

6. Exceptions & Limitations

• We cannot modify or cancel orders that have already entered the 1–3 day processing window; for such cases, we guide you through our 60-day return policy instead.
• For international orders, we cannot control customs delays, but we will provide documentation to assist with customs inquiries upon request.
• Support for products purchased through third-party retailers or partner salons is managed by the original seller; we can provide general guidance but direct formal concerns to the point of purchase.