Purpose:
The purpose of this Dispute Resolution Policy is to provide a fair and efficient process for resolving disputes between NaijaSales.com and its customers. This policy aims to promote transparency, consistency, and fairness in the handling of customer complaints and disputes.
Dispute Resolution Process:
1. Initial Contact: If a dispute arises, the customer should contact NaijaSales Customer Service Department at:[support@NaijaSales.com]or through our website’s contact form. The customer service representative will attempt to resolve the issue promptly and fairly.
2. Escalation: If the customer service representative is unable to resolve the issue, the dispute will be escalated to a designated Dispute Resolution Team (DRT). The DRT will review the matter and provide a written response to the customer within 5 business days.
3. Mediation: If the dispute is not resolved through the DRT, the parties may agree to participate in mediation. A neutral mediator will be appointed to facilitate a discussion between the parties to reach a mutually acceptable resolution.
4. Arbitration: If mediation is unsuccessful, either party may initiate arbitration proceedings. The arbitration will be conducted in accordance with the rules of a reputable arbitration institution. The arbitrator’s decision will be final and binding.
5. Appeal: Either party may appeal the arbitrator’s decision by submitting a written request to the arbitration institution within 30 days of receiving the decision.
