FAQ

During your visit and use of www.hourglassdepot.com (hereinafter referred to as the “Website”), you may encounter some problems or disputes. In order to ensure that the problems are handled promptly and fairly, we hereby formulate the following problem clauses and dispute resolution mechanism (hereinafter referred to as the “Terms”). Please read these Terms carefully before visiting or using this Website to understand our basic principles and procedures for handling problems and disputes.

1. Problem Feedback

Feedback Channel: If you encounter any problems during the use of this Website, including but not limited to problems with product quality, order processing, customer service, etc., you can feedback to us through the following channels:

Email:Thornvale@hourglassdepot.com

Feedback Processing: We will investigate and verify your feedback as soon as possible after receiving it, and give you a reply within a reasonable time. For problems that do exist, we will take positive measures to correct them and try our best to provide you with satisfactory solutions.

2. Dispute Resolution Mechanism

Friendly Negotiation: We encourage you to resolve any disputes with us through friendly negotiation. You can contact us through the above feedback channels, detail the dispute, and put forward your solution suggestions. We will seriously consider your suggestions and try our best to reach a settlement with you.
Mediation and Arbitration: If the two parties cannot resolve the dispute through friendly negotiation, you may consider seeking third-party mediation or submitting it to the relevant arbitration institution for arbitration. We respect and accept the ruling of the arbitration institution and will perform the corresponding obligations in accordance with the ruling.
Legal channels: In certain circumstances, if the dispute involves major interests or the arbitration institution cannot accept it, you can choose to resolve the dispute through legal channels. We will cooperate with the relevant legal procedures in accordance with the law and respect the court’s judgment.
III. Special Agreements

Timeliness: To ensure that the problem is handled in a timely manner, please give us feedback as soon as possible after discovering the problem. If the problem cannot be effectively resolved due to your delayed feedback, we may not be able to bear the corresponding responsibility.
Evidence retention: When submitting problem feedback or dispute resolution application, please provide sufficient evidence materials, including but not limited to order screenshots, chat records, product photos, etc. These evidences will help us understand the problem more quickly and make fair treatment.
Privacy protection: In the process of handling problems and disputes, we will strictly abide by relevant laws and regulations and the privacy policy of this website to ensure that your personal information is properly protected.

We are committed to providing you with high-quality products and services, and strive to ensure that your rights and interests are fully protected. If you encounter any problems or disputes while using this website, please feel free to contact us. We will serve you wholeheartedly and try our best to solve your problems.