Customer Service Policy

Customer Service Policy - Patagoniausmalls

At Patagoniausmalls, we are committed to providing every customer with professional, efficient, and considerate service throughout your shopping journey. We understand that reliable customer support is as important as high-quality outdoor clothing, which is why we have formulated this customer service policy to clarify our commitments and ensure your rights and interests are fully protected.

1. Service Commitment

We promise to treat every customer inquiry, feedback, and request with sincerity and patience. Our customer service team is composed of professionals who are familiar with outdoor products and have rich service experience, ensuring that we can provide you with accurate information and effective solutions in a timely manner.

2. Contact Channels & Response Time

You can reach us through the following channels for any questions or needs:
• Email: [email protected]
Response Time Commitment: We will reply to your email within 24-48 business hours (excluding weekends and public holidays). For urgent matters, we will prioritize processing to minimize any impact on your shopping experience.

3. Order & Shipping Inquiries

After placing an order, you can check the order status through your account on our website. If you have any questions about order confirmation, payment verification, shipping time, or logistics tracking, our customer service team will help you confirm and track the relevant information in a timely manner. We will also proactively notify you of any unexpected situations affecting the order (such as out-of-stock products, shipping delays) and provide alternative solutions.

4. Return & Exchange Policy

We support return and exchange services for eligible products within 30 days of receipt (subject to the following conditions):
• The product is unused, undamaged, and in its original packaging with all tags and accessories intact;
• The return/exchange is not due to man-made damage, improper use, or modification by the customer;
• Special customized products (if any) are not eligible for return or exchange unless there is a quality defect;
• For returns/exchanges due to product quality issues (such as material defects, craftsmanship errors), we will bear the return shipping cost; for returns/exchanges due to personal reasons (such as incorrect size selection, change of mind), the customer shall bear the shipping cost.
The specific return and exchange process will be clearly explained to you by our customer service team after you initiate the request.

5. Product Quality & After-Sales Support

All products sold on Patagoniausmalls undergo strict quality inspection before leaving the warehouse. If you find any quality problems with the product within the warranty period (90 days from the date of receipt), please contact us in time and provide relevant photos or videos as proof. We will verify the situation and provide you with solutions such as repair, replacement, or refund according to the severity of the quality problem.

6. Privacy Protection

We attach great importance to the protection of your personal information. All personal data (such as contact information, payment details) collected during the service process will be strictly managed in accordance with our Privacy Policy. We will never disclose your personal information to any third party without your permission, except as required by law.

7. Feedback & Complaint Handling

We welcome your valuable feedback on our products and services. If you are not satisfied with our service, you can put forward your complaint through the above contact channels. We will record and investigate your complaint in detail, and give you a clear handling result within 3 business days.
Patagoniausmalls reserves the right to adjust this customer service policy in accordance with relevant laws, regulations, and business changes. The updated policy will be posted on our website in a prominent position, and the update will take effect from the date of posting. If you have any questions about this policy, please feel free to contact us.
Thank you for choosing Patagoniausmalls!