Customer Care Policy

Complaints Policy

Overview

This Complaints Policy explains how you can make a complaint about Cirexo.store, our products, services, staff, or the way we handle complaints. It also outlines how we manage complaints and what steps you can take if you are not satisfied with our response.

We are committed to treating all customers with respect and professionalism, and we expect the same courtesy to be shown to our support team.

Last updated: November 7, 2024

What is a Complaint

A complaint is an expression of dissatisfaction made to or about Cirexo.store, our products, services, staff, or complaint-handling process, where a response or resolution is expected, either explicitly or implicitly.

How to Make a Complaint

You can submit a complaint to us using any of the following methods:

  • 💬 Live Chat: Available on our website
  • 📧 Support Email: Support@cirexo.store
  • 📧 Sales Email: Sales@cirexo.store (for business-related inquiries)
  • 📞 Phone: +1 (234) 529-3235
  • 🌐 Social Media: Facebook & Instagram

🕒 We are available 24/7 to assist you with any questions or concerns.

When making a complaint, please include:

  • Your full name
  • Your preferred method of communication
  • Any special assistance requirements
  • The outcome or resolution you are seeking

If You Need Help to Make a Complaint

If you need assistance in making or managing your complaint, you may appoint a representative (such as a friend or family member) to act on your behalf.
We will require your consent before communicating with any appointed representative.

How We Deal with Complaints

Acknowledgement

We will acknowledge receipt of your complaint promptly, and in any event within 24 hours of receiving it.
We will generally respond using the same communication method you used, unless you request otherwise.

Investigation

If your complaint cannot be resolved immediately, we will investigate the matter and may request additional information from you where necessary.

Resolution

We aim to provide a resolution within 30 days of receiving your complaint.
If your complaint is complex or circumstances beyond our control cause a delay, we will notify you in writing and explain the reason for the delay.

If a complaint is rejected, our response will clearly address the issues raised, outline our findings, and explain the reasons for our decision.

Requesting Updates About Your Complaint

You may request updates on the status of your complaint at any time by contacting our support team through the available channels.

Options for Redress

Depending on the nature of the complaint, possible remedies may include:

  • An apology
  • An explanation of the circumstances
  • A full or partial refund
  • Replacement of a product
  • Waiver of fees or charges
  • Goodwill compensation
  • Changes to services or processes to prevent future issues

Escalating a Complaint

If you are not satisfied with how we have handled your complaint or with our final response, you may escalate the matter to the appropriate consumer protection authority in the United States.

This may include:

  • Federal Trade Commission (FTC)
  • Wyoming State Consumer Protection Office

Company Information

Company Name: Cirexo LLC
Website: https://cirexo.store

Address:
1910 Thomes Ave
Cheyenne, WY 82001
United States

Support Email: Support@cirexo.store
Sales Email: Sales@cirexo.store
Phone: +1 (234) 529-3235