At EASYBUY USA, we are committed to providing customers with a reliable shopping experience, clear payment terms, and responsive customer support. We take customer complaints seriously and aim to resolve concerns fairly, transparently, and as promptly as possible.
This policy explains how customers can submit complaints, how EASYBUY USA handles them, and how unresolved disputes may be escalated.
1. What This Policy Covers
Customers may submit complaints relating to:
- Orders, products, and product descriptions.
- Shipping, delivery delays, or missing orders.
- Damaged, defective, or incorrect products.
- Returns, refunds, and cancellations.
- Product warranties and warranty claims.
- Installment payments, scheduled payments, late fees, or payment adjustments.
- Customer service and other concerns relating to an EASYBUY USA transaction.
2. How to Submit a Complaint
To submit a complaint, contact our customer support team by email:
Email: support@easybuyapp.store
Please include the following information where applicable:
- Your full name.
- Your order number or transaction reference.
- The email address or phone number associated with your order.
- A clear description of the complaint.
- The date the issue occurred.
- Relevant supporting documents, such as receipts, payment confirmations, photographs, or screenshots.
- The resolution you are requesting.
Please do not include your full payment card number, password, or other sensitive security information in your complaint.
3. Customer Support Availability
Customers may contact EASYBUY USA by email at any time, 24 hours a day, 7 days a week.
Receiving emails around the clock does not necessarily mean that a support representative will respond immediately. Complaints will be reviewed and handled as promptly as reasonably possible.
4. Complaint Review and Response
After receiving a complaint, EASYBUY USA will review the information provided, assess the circumstances, and determine the appropriate next steps.
Where practicable, we aim to:
- Acknowledge complaints within two business days.
- Provide an initial substantive response within five business days.
- Give an update within five business days when additional investigation is required.
These are service targets, not guaranteed deadlines. Complex matters may require additional time, particularly when we need information from a delivery provider, manufacturer, payment provider, or another relevant party.
If additional information is required, we may contact you for clarification or supporting documentation.
5. Resolution of Complaints
Depending on the circumstances, possible resolutions may include:
- Providing information or clarification.
- Correcting an order or account issue.
- Arranging an eligible return, replacement, repair, or refund.
- Reviewing a warranty claim.
- Correcting an installment-payment record or adjusting an eligible payment.
- Explaining the applicable policy or contractual terms.
Any proposed resolution will be assessed under the applicable EASYBUY USA policies, purchase agreement, and relevant consumer protection laws.
6. Returns, Refunds, and Warranty Complaints
Complaints concerning returns, refunds, damaged products, defective products, or warranty coverage will be handled in accordance with the applicable policies:
Customers should provide the relevant order details and any supporting evidence requested to help us assess their case.
Submitting a complaint does not automatically approve a return, refund, replacement, or warranty claim.
7. Installment Payment Disputes
EASYBUY USA offers installment payment arrangements on eligible purchases, subject to the applicable terms and approval requirements.
If you believe that an installment payment, outstanding balance, late fee, or payment record is incorrect, please contact support@easybuyapp.store and provide your order number, payment reference, and an explanation of the issue.
We will review the available records and explain any applicable correction or resolution.
Unless EASYBUY USA confirms otherwise in writing or applicable law requires a different approach, customers should continue to follow their payment agreement while a dispute is being reviewed. Contact us promptly if you believe a scheduled payment is incorrect or you are experiencing difficulty making a payment.
For further information, review our Payment Terms.
8. Escalating an Unresolved Complaint
If you are dissatisfied with the initial response, reply to the existing support email and clearly state that you wish to escalate the complaint.
Please include any previous correspondence and explain why you believe the matter remains unresolved.
Where appropriate, EASYBUY USA will arrange a further review by a suitable team member or manager who was not directly responsible for the initial decision, where reasonably practicable.
We will communicate the outcome and any available next steps once the review is complete.
9. External Dispute Resolution and Consumer Rights
If a complaint cannot be resolved directly with EASYBUY USA, customers may consider contacting the relevant consumer protection agency, regulatory authority, payment provider, or other dispute-resolution body with jurisdiction over the matter.
Nothing in this policy is intended to limit any rights or remedies available to customers under applicable law.
10. Fair and Respectful Communication
We aim to treat every complaint fairly and respectfully. We ask customers to provide accurate information and communicate with our support team respectfully so that concerns can be investigated effectively.
We may take reasonable steps to manage abusive, threatening, fraudulent, or repetitive communications that prevent us from addressing a complaint, while continuing to meet our legal obligations.
11. Policy Updates
EASYBUY USA may update this policy from time to time to reflect changes in its processes, services, or applicable legal requirements. The latest version will be published on this page, together with the applicable revision date.
12. Contact Us
For complaints, disputes, or questions about this policy, contact:
EASYBUY USA Customer Support
Email: support@easybuyapp.store
Website: https://www.easybuyapp.store/
We appreciate the opportunity to review your concerns and work toward a fair resolution.