CONTACT AND CUSTOMER SUPPORT POLICY

Effective Date: February 1, 2026

COMPANY INFORMATION

Company Name: Dollar Media Technology Limited
Website Name: RedefineSmart
Website URL: https://redefinesmart.com
Business Type: Online Store / E-commerce Retailer
Products Sold: Consumer electronics, smart home devices, and technology accessories
Delivery Area: European Economic Area (EEA) and selected European countries
Email Support: info@redefinesmart.com
Customer Support Hours: Monday – Friday, 09:00 – 18:00 (CET)

Company Address:

Phone: +852 2815 1306

1. POLICY PURPOSE

This Contact and Customer Support Policy outlines how customers may contact RedefineSmart for assistance regarding orders, deliveries, returns, payments, or general inquiries.

The objective of this policy is to provide transparent communication channels and establish clear expectations regarding customer service response times, complaint handling, and support procedures.

RedefineSmart is committed to providing responsive and reliable customer support in accordance with applicable consumer protection standards and e-commerce transparency principles.

2. CUSTOMER SUPPORT CHANNELS

Customers may contact RedefineSmart using the following communication channels.

2.1 Email Support

Primary customer support communication is provided through email.

Email:
info@redefinesmart.com

Customers may use this email address to contact support regarding:

• order inquiries

• delivery questions

• payment concerns

• product information

• return requests

• warranty claims

• complaints or dispute resolution

• technical questions related to purchased products

Customers are encouraged to include the order number and relevant details when submitting inquiries to ensure faster processing.

2.2 Telephone Support

Where appropriate, customers may contact support via telephone.

Phone:
+852 2815 1306

Telephone support may be used for:

• urgent order-related inquiries

• delivery coordination questions

• customer service assistance

Phone availability may vary depending on operational conditions.

3. CUSTOMER SUPPORT HOURS

Customer support is available during the following hours:

Monday – Friday
09:00 – 18:00 (Central European Time)

Support requests submitted outside these hours will be reviewed during the next available business day.

Support availability may be limited during public holidays or exceptional operational circumstances.

4. RESPONSE TIME EXPECTATIONS

RedefineSmart aims to respond to customer inquiries within reasonable timeframes.

Typical response times are:

• Email inquiries: within 24 to 48 business hours

• Return or refund requests: within 2 business days

• Order-related inquiries: typically within 24 hours

Complex cases requiring investigation with courier services or product suppliers may require additional processing time.

Customers will be notified if additional time is required to resolve a request.

5. CUSTOMER SUPPORT PROCEDURES

To ensure efficient assistance, customers contacting support should provide the following information where applicable:

• full name used for the order

• order number

• product name or description

• delivery address

• description of the issue or request

• photographs or supporting documentation when relevant

Providing accurate information allows customer support representatives to resolve issues more quickly.

6. ORDER ASSISTANCE

Customer support may assist with issues including:

• order status updates

• delivery tracking inquiries

• address correction requests

• order cancellations where permitted

• payment verification issues

Customers should contact support as soon as possible if any corrections are required for a recently placed order.

Once an order has been shipped, modifications may no longer be possible.

7. RETURN AND REFUND SUPPORT

Customer support provides guidance regarding returns and refunds in accordance with the Return and Refund Policy.

Support may assist with:

• initiating a return request

• providing return instructions

• confirming eligibility for return

• tracking returned shipments

• processing refunds or replacements

Customers must contact support before sending returned items to ensure proper handling.

8. WARRANTY CLAIM ASSISTANCE

If a product develops a defect within the warranty period, customers may contact support to initiate a warranty claim.

Warranty assistance may involve:

• troubleshooting product issues

• verifying defect eligibility

• arranging product replacement

• coordinating repair procedures where applicable

Customers may be asked to provide proof of purchase and photographic documentation.

9. COMPLAINT HANDLING PROCEDURES

RedefineSmart takes customer complaints seriously and aims to resolve disputes in a fair and transparent manner.

Customers wishing to submit a complaint should provide:

• order number

• detailed description of the issue

• supporting evidence where applicable

Complaints are typically reviewed within 3 to 5 business days.

If the issue cannot be resolved immediately, customers will receive updates regarding the progress of the investigation.

10. ESCALATION PROCEDURES

If a customer believes their issue has not been resolved satisfactorily, the matter may be escalated for further review.

Escalated cases may involve:

• internal management review

• additional investigation with logistics providers

• consultation with product suppliers or manufacturers

Customers will be informed of the outcome once the escalation review has been completed.

11. ONLINE DISPUTE RESOLUTION

Consumers located within the European Union may have access to the European Commission’s Online Dispute Resolution platform.

This platform allows consumers and businesses to resolve disputes relating to online purchases without the need for court proceedings.

The platform can be accessed at:

https://ec.europa.eu/consumers/odr

Customers are encouraged to first contact RedefineSmart customer support to attempt resolution before using external dispute resolution mechanisms.

12. CUSTOMER COMMUNICATION GUIDELINES

To maintain respectful and efficient communication, customers interacting with support representatives are expected to communicate in a respectful and constructive manner.

RedefineSmart reserves the right to limit communication in cases involving:

• abusive language

• harassment

• threats or inappropriate conduct

Such behavior may result in suspension of communication channels or further action where appropriate.

13. DATA PROTECTION IN CUSTOMER SUPPORT

Customer communications with support may involve the processing of personal information necessary to resolve inquiries or service requests.

Such data processing is carried out in accordance with the Privacy Policy and applicable data protection laws.

Information provided by customers will be used solely for the purpose of resolving their request and maintaining customer service records.

14. POLICY UPDATES

RedefineSmart may update this Contact and Customer Support Policy as necessary to reflect changes in operational procedures or regulatory requirements.

Any updates will be published on the website with a revised effective date.

Customers are encouraged to review this policy periodically.

15. CONTACT INFORMATION

For customer service inquiries, customers may contact:

RedefineSmart Customer Support

Email: info@redefinesmart.com

Phone: +852 2815 1306

Address:

Customer Support Hours:
Monday – Friday
09:00 – 18:00 (CET)