Customer Service Policy

Policy Overview

The Customer Service Policy of intexcorpus.it.com is formulated to standardize all customer service work of our e-commerce platform, regulate the service process, service standards and user rights and obligations, and ensure that every user who browses the website, purchases products and enjoys after-sales services can obtain professional, standardized, fair and thoughtful service experience. This policy covers all service links of the platform including pre-sales consultation, order service, logistics consultation, product use guidance, return and refund processing, complaint acceptance and suggestion feedback, and is applicable to all users of intexcorpus.it.com including individual consumers, group buyers and cooperative customers. All customer service work of our team will be carried out strictly in accordance with the clauses of this policy. When you use any service of our platform, it means that you have read, understood and agreed to all the contents of this Customer Service Policy. Our brand has more than 50 years of industry heritage, and we always take safety, quality and value as our core tenets. High-quality products must be matched with high-standard customer services, which is the consistent pursuit of our platform.

Pre-Sales Consulting Service

Pre-sales consultation is the first link of our customer service work, mainly to help users fully understand product information, platform rules and preferential activities before placing orders. Our customer service team can answer all your questions about above ground swimming pools, air mattresses, inflatable spas, PVC inflatable products and pool accessories, including product material, size parameter, product weight, installation method, usage skills, load-bearing capacity, applicable scenarios and maintenance methods. For users who are confused about product selection, our service staff will provide objective and reasonable selection suggestions according to your use needs, usage space and budget.

In terms of platform rules and preferential activities, customer service can answer questions about global free shipping rules, discount activities, order payment methods, currency settlement standards and order processing cycle. All products on intexcorpus.it.com adopt unified United States Dollar (USD) settlement, all orders enjoy worldwide free shipping, orders are processed within 1 to 3 business days, and the standard delivery time is 6 to 12 business days. Our service staff will accurately inform users of the above core rules to help you complete order placement smoothly.

Users can send consultation content through our official customer service email press@intexcorpus.it.com. Our service staff will reply to conventional pre-sales consultation within 24 working hours. We adhere to the service attitude of patience, politeness and professionalism, and refuse perfunctory reply, rude words and misleading guidance.

In-Order Service & Order Management

After the user places an order and completes the payment, our customer service team provides comprehensive order management services. If you encounter problems such as payment failure, order submission error, wrong receiving address and wrong contact information during the order process, you can contact customer service to modify and adjust the order information in time before the goods are delivered. After the order enters the processing state, customers can consult the order progress, sorting status and delivery time through customer service.

After the goods are dispatched, if you cannot query the logistics tracking information normally, or find that the logistics information is not updated for a long time, our customer service team will assist you to check the logistics status, contact the logistics provider for confirmation, and feedback the latest transportation progress to you in a timely manner. For orders with abnormal logistics such as delayed delivery and transit stagnation, we will track the whole process and coordinate solutions together with the logistics company.

We remind all users to fill in the accurate receiving address, recipient name and valid contact number when placing an order, so as to avoid delivery failure caused by wrong information. If the delivery fails due to the user's personal information error, our customer service will assist in handling follow-up work according to the actual situation, but the additional logistics costs generated shall be borne by the user.

After-Sales Service Standards

After-sales service is the core part of our customer service system, covering product after-sales guidance, return, refund, exchange and problem handling. First of all, for the products received by users, if you do not understand the installation steps, inflation methods and daily maintenance skills of inflatable products and swimming pools, you can contact customer service to obtain detailed use guidance and operation tips.

In terms of return and refund service, we strictly implement the rules stipulated in the Refund Policy: we support a 60-day return period for eligible products, provide free return shipping service, and complete the refund within 5 to 10 business days after receiving and inspecting the returned goods. Our customer service is responsible for reviewing the user's return application, verifying whether the goods meet the return conditions, informing the return address and logistics requirements, and tracking the return and refund progress throughout the whole process. For product quality problems, delivery errors and missing accessories, we will actively coordinate return, replacement and full refund for users, and properly solve all after-sales problems.

When handling after-sales disputes, we adhere to the principle of fairness and impartiality, listen to the reasonable demands of users, verify the problem facts with reference to order records, product photos and logistics information, and give a reasonable solution based on the policy clauses. We will not evade responsibilities or perfunctorily handle legitimate after-sales demands of users.

Complaint Handling & Suggestion Feedback

We set up a special complaint acceptance channel to accept all reasonable complaints from users about product quality, logistics service, customer service attitude and platform operation. When you have dissatisfaction during the shopping and service process, you can send detailed complaint content, order number and relevant evidence materials to press@intexcorpus.it.com. Our complaint handling team will register your complaint content within 24 working hours, conduct a detailed investigation, and give a clear handling result and reply within 48 working hours. We will rectify the existing problems in a targeted manner according to valid complaints, and continuously optimize service quality.

At the same time, we sincerely welcome all users to put forward valuable suggestions on our product categories, website page design, shopping process, service content and activity rules. Every reasonable suggestion is an important driving force for our progress. We will collect, sort out and evaluate all suggestions, and actively adopt and optimize the platform for practical and effective suggestions.

Service Code of Conduct & Prohibited Behaviors

All customer service staff of intexcorpus.it.com must abide by unified service norms: use civilized and polite language, respond to user questions actively, do not take the initiative to quarrel with users, do not use abusive and provocative language, and do not disclose the user's personal information and order information without permission. We require all service work to be based on the published platform policies, and cannot promise service content beyond the policy provisions to users without authorization.

In order to maintain the normal service order, we refuse to serve users who have the following behaviors: sending malicious harassment information, abusive remarks and threatening words for a long time; repeatedly submitting false consultation, false complaints and false return applications; using the customer service channel to send advertising, illegal information and spam; deliberately making troubles and demanding unreasonable benefits beyond the policy. For users with the above improper behaviors, we have the right to suspend service, block the relevant channels and retain the relevant records.

Policy Update & Explanation Right

intexcorpus.it.com has the right to revise and update this Customer Service Policy according to the development of business, changes in industry rules and user service needs. The updated policy content will be displayed on this page of the website, and the new policy will take effect immediately after it is published. If you continue to use the platform's customer service and shopping services after the policy is updated, it means that you accept the revised clauses.

The final interpretation right of this Customer Service Policy belongs to intexcorpus.it.com. If you have any questions about the service clauses, please contact our customer service team through the official email. We will always maintain a sincere service attitude, strive to create a reassuring and comfortable shopping experience for every user, and live up to every user's trust in our platform and brand.