Optisynth Group Ltd is committed to providing professional, efficient and considerate services to customers in the EU to meet your various needs in the process of purchasing and using towel products. This policy covers the full process of pre-sales, sales and after-sales service commitments to ensure that your rights and interests are fully protected.
1. Service Purpose
We adhere to the principle of "customer first" and make every EU customer feel professional and sincere in the process of cooperating with us through clear communication, timely response and pragmatic solutions. Whether you are an individual consumer, hotel purchaser or distributor, we will provide consistent high-quality services.
2. Pre-sales consulting service
Consultation channels: You can obtain product information and purchase suggestions through the following methods:
Email: Send consultation to [email protected], we will reply within 24 working days (holidays);
Website consultation: Log in to optisynthgroup.com and communicate in real time through the online customer service system (service time: Monday to Friday 9:00-18:00 CET);
Product information: The "Product Center" column on the homepage of the website provides detailed towel specifications, materials, care instructions and EU compliance certification documents (such as OEKO-TEX® environmental certification, etc.) for your reference.
Customized consultation: If you need to customize towels with brand logos, special sizes or materials, our account managers will provide you with one-on-one solution design, sample production and quotation services to ensure that your personalized needs are met.
3. Service for Orders in Sale
Order Confirmation: Within 5-7 working days after placing an order, we will send an order confirmation letter by email, including product details, amount, estimated delivery time and other information. You can log in to the website "My Order" at any time to check the progress.
Order Modification: If you need to change the delivery address, adjust the quantity of goods or cancel the order, please contact us by email or online customer service before shipment. Modification of shipped orders may incur additional fees, which will be negotiated and confirmed with you.
Payment Support: Support mainstream payment methods in the EU (such as Visa, Mastercard, PayPal, etc.), and provide clear invoices (in compliance with EU tax requirements), which can be downloaded on the order details page after placing an order.
4. After-sales Service
Problem Response: If you encounter quality problems, size discrepancies or transportation damage after receiving the goods, please contact us within 7 working days via [email protected] and provide the order number and problem proof (photo or video). We will provide a solution within 48 hours (such as return, exchange, reissue or partial refund).
Product Care Guide: If you have any questions about the washing and maintenance of towels, you can check the care guide through the website "Help Center" or contact customer service for professional advice to extend the service life of the product.
Complaint Handling: If you have any objections to the quality of service, you can send details to the complaint mailbox ([email protected], with "Complaint" in the email subject). We will arrange a dedicated person to follow up within 3 working days to ensure that the problem is properly resolved.
5. Service Guarantee and Improvement
We regularly collect customer feedback and continuously optimize service processes and response speed;
All services comply with EU consumer rights regulations to ensure that your legitimate rights and interests are not infringed;
If you have any suggestions for the service, please feel free to let us know. Your opinions are the driving force for our progress.
If you need further help, you can contact us through the following methods:
Email: [email protected]
Website: optisynthgroup.com
Service hours: Monday to Friday 9:00-18:00 CET
Thank you for choosing Optisynth, we will serve you wholeheartedly!