Complaints and suggestions
## Contact Channels
At Sportify, we strive to provide you with the best sports experience. If you have any complaints or suggestions, please contact us through the following channels:
- **Email:** [email protected]
- **Mobile/WhatsApp:** +966502859949
- **Store Link:** https://fvtgqh.zid.store/
You can also use the dedicated contact form to submit your complaint or suggestion directly to ensure it is received quickly and effectively. Please click the "Submit a Complaint/Send a Suggestion/Contact Us" button below.
## Types of Complaints and Suggestions Accepted
We welcome all types of complaints and suggestions that contribute to improving our services and products, including but not limited to:
- Complaints regarding orders (delays, delivery errors).
- Payment or refund issues.
- Shipping and delivery inquiries or complaints.
- Complaints about product quality or conformity to specifications.
- Suggestions for improving the shopping experience or store interface. - General Inquiries
- **For Health and Medical Products:** Complaints about an unsuitable health product, a malfunctioning medical device, or inquiries about side effects (please note that we do not provide medical diagnoses, but we will forward your inquiry to the appropriate department).
- **For Sensitive and Urgent Health-Related Cases:** Please indicate that the case is urgent in the complaint deion so that it can be treated as a top priority.
## Required Information from the Customer
To ensure that your complaint or suggestion is handled effectively and quickly, please provide us with the following information:
- Full Name
- Order Number (if applicable)
- Mobile Number or Email Address for Contact
- Clear and Detailed Deion of the Problem or Suggestion
- Any Images or Supporting Documents for the Problem (such as images of the product or the error message).
- Order Date (if applicable)
- Your Preferred Method of Contact for Addressing Your Complaint
## Response and Processing Timeframe
At Sportify, we are committed to responding to all complaints immediately upon receipt and providing initial processing within 48 hours of receiving your complaint. Our goal is to resolve your issue as quickly and efficiently as possible.
## Tracking Number or Confirmation of Receipt
After submitting your complaint, you will receive a unique tracking number (e.g., C-1024) via email or WhatsApp message. You can use this number to inquire about the status of your complaint and track its progress.
## Complaint Processing Steps
We follow clear steps to process your complaint to ensure transparency and efficiency:
1. **Complaint Receipt:** Your complaint is registered, and you are provided with a tracking number.
2. **Initial Review:** Our customer service team reviews the details of your complaint.
3. **Request for Additional Information:** We may contact you to request clarification or additional information if needed.
4. **Solution Proposal:** Available solutions to address your issue will be presented.
5. **Processing and Closing:** The agreed-upon solution is implemented, and the complaint is closed after we confirm your satisfaction.
## Escalation or Re-Review Mechanism
If you are not satisfied with the resolution provided for your complaint, you can request a re-review. A senior management team will review the case and offer alternative solutions.
If a satisfactory solution is not reached, you have the right to escalate your complaint to the relevant official authorities in the Kingdom of Saudi Arabia, such as the Ministry of Commerce, via the unified number 1900, to protect your consumer rights.
## Confidentiality and Privacy
At Sportify, we are committed to maintaining the confidentiality of your data and the privacy of your complaint. All information you provide will be used solely for the purpose of processing your complaint or suggestion and will not be shared with third parties except as required to process the request and in accordance with the Personal Data Protection Law (PDPL) in the Kingdom of Saudi Arabia. Please review our Privacy Policy for more details.
## Business Hours or Response Time
Our customer service team is available to answer your inquiries and complaints during official business hours.
All inquiries and complaints will be answered during business hours.
## Page Suitability for the Health and Medical Industry
Sportify understands the unique nature of the health and medical sector. Therefore, we provide a dedicated channel for handling complaints related to health and medical products to ensure a quick and effective response.
- **Handling Urgent Cases:** When reporting any urgent health condition or product side effects, please include "urgent health condition" in your complaint deion so it receives the highest priority.
- **Unsuitable Health Products or Malfunctioning Medical Devices:** Please provide full details of the problem, and we will work with you to find an appropriate solution in accordance with applicable laws and regulations.
- **Important Note:** Sportify does not provide any medical diagnosis or direct health advice. Our role is limited to handling complaints related to the sale of sports and health products.
We are here to support your journey towards an active and sporty lifestyle, while ensuring your comfort and confidence in our products.