What is the Dispute Resolution Policy?

The Dispute Resolution Policy outlines the process for handling complaints or disputes related to products, services, or transactions on the website. It provides a structured approach to resolve issues fairly and efficiently.

How can I raise a dispute or complaint?

You can raise a dispute by contacting customer support and providing details of the issue, including order information, description of the problem, and any supporting evidence such as images or communication records.

What happens after I submit a dispute?

After a dispute is submitted, it will be reviewed by the support team. The company may request additional information, investigate the issue, and communicate with both parties to reach a fair resolution.

How long does it take to resolve a dispute?

Resolution times may vary depending on the complexity of the issue. Simple cases may be resolved quickly, while more complex disputes requiring investigation or third-party involvement may take longer.

Will the company attempt to mediate disputes?

Yes. The company will attempt to resolve disputes through communication and mediation before escalating the matter. The goal is to reach a fair and mutually acceptable solution.

What if a dispute cannot be resolved?

If a dispute cannot be resolved through internal processes, it may be escalated to external resolution methods such as arbitration, mediation services, or legal proceedings in accordance with applicable laws.

What information should I provide when filing a dispute?

You should provide accurate and complete information, including order details, description of the issue, relevant dates, and supporting evidence such as receipts, photos, or correspondence.

Are customers required to cooperate during the dispute process?

Yes. Both parties are expected to cooperate by providing necessary information and responding to requests promptly to ensure a fair and timely resolution.

Disputes & Resolution Policy | ACUVICK Official Store

Disputes Resolution Policy | ACUVICK®

Global Customer Protection Framework

At ACUVICK®, we are committed to resolving customer concerns in a fair, transparent, structured, and timely manner.
As a global ecommerce brand serving customers in Malaysia, Australia, the United States, the United Kingdom, and other international markets, we understand the importance of maintaining trust, accountability, and professionalism in every transaction.

This Disputes Resolution Policy establishes a clear framework for handling concerns related to Orders, Products, Deliveries, Payments, Refunds, Returns, and Services.

We strongly believe that disputes should be resolved in good faith, without unnecessary escalation, and through constructive communication.

Purpose of This Policy

This policy outlines the official dispute resolution process between ACUVICK® (“we”, “us”, “our”) and our customers (“you”, “your”).
It ensures:

Fair and balanced case evaluation

Transparent investigation procedures

Timely communication

You are authorized to use the payment method provided

Compliance with applicable consumer protection laws

This policy operates alongside our:

Terms & Conditions

Refund & Returns Policy

Shipping Policy

In the event of any inconsistency, applicable consumer protection laws shall prevail.

Scope of Disputes Covered

This Disputes Resolution Policy applies to, but is not limited to:

Order fulfillment issues

Delivery delays or non-receipt claims

Product defects or quality concerns

Items not as described

Refund or return eligibility disputes

Billing discrepancies

Unauthorized transaction claims

Payment disputes or chargebacks

Customer service concerns

Account-related disputes

This policy does not limit your statutory rights under applicable consumer protection laws.

Intellectual Property & Website Use

All website content—including text, images, graphics, logos, branding elements, and design—is the intellectual property of ACUVICK® and is protected under applicable copyright, trademark, and international intellectual property laws.

You may not:

Copy, reproduce, distribute, or republish content

Modify or exploit materials for commercial use

Use branding elements without prior written consent

Users are responsible for maintaining the confidentiality of their account credentials and must promptly report any unauthorized access or suspicious activity.

ACUVICK® reserves the right to update or modify policies at any time. Continued use of the website constitutes acceptance of revised terms.

Customer Dispute Resolution Process

Step 1: Contact Customer Support (Mandatory First Step)
Customers must first contact ACUVICK® directly before initiating any external dispute or chargeback.
📧 Email: [email protected]
Please include:
Order number
Clear description of the issue
Supporting evidence (photos, videos, screenshots, receipts)
Relevant communication records
Response Time: 1–3 business days
Most disputes are resolved quickly at this stage.

Step 2: Internal Investigation & Review
If the issue cannot be resolved immediately, it will proceed to formal internal review.
Our review process includes:

Verification of transaction records

Review of delivery confirmation and tracking data

Assessment of product condition evidence

Policy compliance verification

Review of communication history

Investigation Timeframe:

Standard cases: 5–10 business days

Complex cases: may require additional time depending on evidence

Full refund

Partial refund

Replacement shipment

Store credit

Corrective action

Claim rejection (if policy requirements are not met)

All decisions are made objectively and in accordance with our published policies.

Step 4: External Dispute Resolution (Optional)
If a resolution cannot be reached internally, customers may pursue:

Payment provider disputes (PayPal, Stripe, credit card chargebacks)

Alternative Dispute Resolution (ADR) mechanisms

Consumer protection agencies

Small claims court (where applicable by law)

ADR is commonly used in global ecommerce as a faster and lower-cost alternative to court proceedings.

Payment Processor Disputes & Chargebacks

If a dispute is initiated through a payment provider:

Refund processing is temporarily paused

ACUVICK® will submit transaction records, delivery confirmation, and communication history

Initiating a chargeback without first contacting ACUVICK® may:

Delay resolution

Limit available remedies

Result in claim contestation

If a chargeback is determined to be invalid, fraudulent, or inconsistent with documented evidence, ACUVICK® reserves the right to formally dispute the claim and seek reimbursement in accordance with payment processor procedures.

Evidence Requirements

To ensure fair resolution, customers should provide:

Proof of purchase

Clear photos or videos of the issue

Communication records

Delivery or tracking documentation

Any third-party inspection reports (if applicable)

Incomplete, inaccurate, misleading, or altered documentation may affect eligibility for resolution.

Customer Responsibilities

Customers agree to:

Act in good faith during the dispute process

Provide truthful and accurate information

Respond promptly to requests for additional evidence

Avoid filing duplicate claims

Avoid abusive or fraudulent claims

Refrain from initiating premature chargebacks

Failure to comply may impact eligibility for refunds, replacements, or other remedies.

Fraud Prevention & Abuse Protection

To protect customers and business integrity, ACUVICK® reserves the right to:

Decline claims where fraud indicators are present

Restrict accounts involved in repeated abusive disputes

Refuse future transactions where policy abuse is identified

Report suspected fraudulent activity to relevant payment processors

We maintain fraud prevention systems to protect both legitimate customers and our ecommerce operations.

Governing Law & Jurisdiction

ACUVICK® is a business registered and primarily governed under the laws of Malaysia. Accordingly, this Disputes Resolution Policy and any disputes arising from transactions with ACUVICK® shall be governed by and interpreted in accordance with the applicable laws and regulations of Malaysia.

Transactions are processed under Malaysian legal jurisdiction

Customers may have additional rights under their local consumer protection laws

Nothing in this policy is intended to limit any mandatory rights that may apply under the laws of the customer’s country of residence

Where applicable, customers may also choose to pursue dispute resolution through:

Their local consumer protection authorities

Alternative Dispute Resolution (ADR) mechanisms

Commitment to Fair & Transparent Decisions

ACUVICK® is committed to maintaining a professional, structured, and transparent dispute resolution system.
Each case is evaluated individually based on:

Documented evidence

Policy guidelines

Applicable laws

Good faith assessment

Our goal is to:

Protect customers

Prevent fraud

Maintain ecommerce integrity

Provide a secure global shopping experience

We value long-term relationships and strive to resolve disputes professionally and respectfully.

Contact Information

For questions or legal inquiries, contact:
Email: [email protected]
Support Team: ACUVICK® Customer Service

Please allow 1–3 business days for initial response.