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NASUAK GARMENTS LTD.DISPUTE RESOLUTION POLICY
NASUAK Garments Ltd is committed to ensuring a seamless shopping and service experience for all customers who use our online platform(website) nasuak.com. This Dispute Resolution Policy outlines the processes for addressing disputes or complaints that may arise from the purchase of products, use of services, or participation in our skilling courses. Our goal is to resolve issues in a timely, fair, and efficient manner to maintain trust and satisfaction.
Scope:
This policy applies to all customers who engage in transactions involving the purchase of:
- Garment products (uniforms, suits, African wear, sweaters, corporate wear, etc.)
- Tailoring, embroidery, digitizing, T-shirt printing, and other services
- Skilling courses (knitting, tailoring, graphic designing, embroidery, etc.)
The policy covers disputes related to product quality, service delivery, course expectations, and other issues directly arising from online transactions on the NASUAK Garments Ltd. website.
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Types of Disputes:
Disputes may arise from, but are not limited to, the following areas:
- Product Related Disputes:
- Incorrect or defective products
- Product not matching description or images
- Delivery issues (late or missing products)
- Damage during shipping
- Wrong size, color, or customization of products
- Service Related Disputes:
- Dissatisfaction with tailoring, embroidery, or other services
- Miscommunication or unmet service expectations
- Delays in service delivery or execution
- Skilling Course Related Disputes:
- Course content not as described
- Unfulfilled promises regarding course outcomes
- Instructor unavailability or course delivery issues
- Difficulty accessing online course materials or resources
- Payment Disputes:
- Incorrect billing or unauthorized charges
- Refund issues
- Procedure for Resolving Disputes:
NASUAK Garments Ltd is dedicated to resolving disputes in a way that is equitable to both parties. The following steps outline the dispute resolution procedure:
Step 1: Customer Support Contact
If a customer has a dispute or concern, they should first contact NASUAK Garments Ltd’s Customer Support team using the contact details provided on our website. The customer can reach us through:
- Mobile: +256393-252-237
- Email: support@nasuak.com
- Whatsapp: +256741-040-384
- Website:Â nasuak.com
- Live Chat: Available on the website during business hours.
- Social Media: @NASUAKGarments
- Business Hours: Monday to Saturday, 8:00 AM to 6:00 PM, (Uganda Time)
- Address: Off 200 Metres on Nansana Wakiso road after Yesu Amala, Nansana , 100 metres before Kampala Kids Primary School on Kaburengwa road.
When submitting a dispute, customers are requested to provide clear and detailed information, including:
- Order number or service reference number
- Description of the issue or concern
- Supporting evidence (photos, order details, communication history, etc.)
Step 2: Acknowledgement of the Dispute
Upon receiving a dispute, NASUAK Garments Ltd will acknowledge receipt of the customer’s complaint within 1-2 business days). We will confirm that we are investigating the issue and will provide the customer with a timeline for resolution, which typically ranges from 3-5 business days depending on the complexity of the dispute.
Step 3: Investigation and Evaluation
Our team will investigate the issue by reviewing the product/service details, communication records, and any supporting evidence provided by the customer. If necessary, we may request further information from the customer to ensure a comprehensive evaluation. The goal of this step is to determine whether the customer’s complaint is valid, identify any errors on our part, and assess the best way forward.
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Step 4: Proposed Resolution
Once the investigation is complete, NASUAK Garments Ltd will propose a resolution. Depending on the nature of the dispute, the possible resolutions may include:
- Replacement or exchange of faulty or incorrect products
- Full or partial refund for products/services not provided as expected
- Free rework or re-execution of services (e.g., tailoring, embroidery)
- Compensation in the form of discounts, free courses, or other remedies as deemed appropriate
- For skilling courses, offering an alternative course, extra instructional support, or a refund if the service is determined to be unsatisfactory
If a resolution is reached, NASUAK Garments Ltd will communicate the terms to the customer in writing, outlining the actions that will be taken and any timelines involved.
Step 5: Agreement and Resolution Execution
Once both parties agree to the proposed resolution, NASUAK Garments Ltd will execute the agreed-upon actions. This may include processing a refund, reshipping products, reperforming services, or providing course access or additional training as necessary. We aim to complete this step promptly, typically within 7 business days after the customer’s acceptance.
Step 6: Escalation and Third-party Mediation (if necessary)
In the event that the customer is dissatisfied with the proposed resolution or feels the dispute has not been adequately addressed, the customer may request further escalation. At this point, NASUAK Garments Ltd may recommend mediation through a third-party organization or regulatory authority.
In Uganda, customers can contact the Consumer Protection Directorate or Uganda Communications Commission (UCC) for further assistance. NASUAK Garments Ltd will cooperate fully with any external dispute resolution bodies to ensure that all customers are treated fairly and in accordance with the law.
- Refunds and Returns Policy:
If a dispute relates to product returns or refunds, the following conditions will apply:
- Products eligible for return: Products that are defective, damaged, or not as described may be returned or exchanged within 14 or more days of receipt depending location of the client and availability of the product.
- Non-refundable items: Personalized or customized products, opened training materials, or services that have been fully rendered may not be eligible for a refund.
- Refund process: Approved refunds will be processed through the same payment method used for the original transaction. Refunds typically take 7 -14 business days to reflect in the customer’s account..
- Customer Responsibilities:
To ensure a fair and smooth dispute resolution process, customers are expected to:
- Provide clear, accurate, and complete information when raising a dispute.
- Cooperate with NASUAK Garments Ltd during the investigation process.
- Keep any evidence related to the dispute (photos, emails, receipts, etc.) readily available.
- Act within the timelines specified for resolution (e.g., providing feedback within 7 days of the proposed resolution).
- Timeliness:
NASUAK Garments Ltd is committed to resolving disputes as quickly as possible. In general, disputes will be resolved within 3 -7 business days, but more complex cases may require additional time. If additional time is needed, customers will be kept informed of the progress.
- Final Decision:
Once all avenues of dispute resolution have been explored, and the customer and NASUAK Garments Ltd have agreed on the outcome, the case will be closed. Any further disputes related to the same transaction will be subject to the standard policies outlined above.
- Amendments to the Dispute Resolution Policy:
NASUAK Garments Ltd reserves the right to amend or update this Dispute Resolution Policy at any time. Customers will be notified of any significant changes via the nasuak.com website, and such changes will only apply to future transactions or disputes.
Conclusion:
NASUAK Garments Ltd is dedicated to providing a customer centric, efficient, and fair dispute resolution process. Our goal is to ensure that any issues customers experience while purchasing products, using services, or participating in skilling courses are addressed in a way that ensures fairness, satisfaction, and adherence to our quality standards. We prioritize transparent communication, prompt resolution, and maintaining customer trust throughout all stages of the dispute resolution process.
