QUESTIONS

Welcome to sapphirecreek12.com!

1. Problem Raising and Feedback
   User Feedback Channel: If users encounter any problems or dissatisfaction during the visit or use of this website, they can raise them to us in the following ways:
   Tel: 7253276084
   Email: Renee@sapphirecreek12.com
   Problem Feedback Content: When users report problems, please provide as much detailed information as possible, including but not limited to problem description, time of occurrence, specific information about the goods or services involved, order number, contact information, etc., so that we can locate and solve the problem more quickly.
2. Problem Handling Process
   Receiving and Confirming: After we receive user feedback, we will confirm it within 24 hours (except holidays) and send a confirmation notice to the user.
   Investigation and Verification: We will investigate and verify the problems reported by users, including but not limited to checking order records, communicating with relevant personnel, checking the status of goods or services, etc.
   Solution Provision: Based on the investigation results, we will provide users with solutions within 7 working days (complex problems may be appropriately extended), including but not limited to refunds, exchanges, repairs, compensation, etc.
   Execution and tracking: After the user agrees to the solution, we will immediately execute it and track the problem resolution to ensure user satisfaction.
3. Dispute Resolution Mechanism
   Friendly negotiation: We encourage users to resolve any disputes with us through friendly negotiation. Both parties should negotiate based on the principles of good faith, fairness and rationality to seek a solution acceptable to both parties.
   Complaints and mediation: If the two parties cannot resolve the problem through friendly negotiation, the user may complain to the relevant consumer rights protection agency or apply for mediation. We will actively cooperate with the relevant agency to mediate to resolve the dispute as soon as possible.
   Legal channels: If the mediation is fruitless, both parties have the right to file a lawsuit in a court with jurisdiction to resolve the dispute.
4. Special agreement
   Preservation of evidence: When users raise questions or disputes, they should properly preserve relevant evidence, including but not limited to order screenshots, product photos, chat records, etc., for use in the dispute resolution process.
   Time limit: Users should raise the problem or dispute to us within a reasonable time after discovering it. If it exceeds the reasonable time limit, we may not be able to provide an effective solution.
   Principle of good faith: When dealing with problems or disputes, both parties should abide by the principle of good faith and shall not provide false information or deliberately conceal facts.
5. Contact Us
   If you have any questions or concerns about these Terms or our dispute resolution mechanism, please contact us immediately.