Refund policy

Last updated: January 28, 2025

1. Our Commitment

At The Link, we are committed to providing excellent customer service. We take all complaints seriously and aim to resolve them fairly, quickly, and effectively. Your feedback helps us improve our products and services.

2. How to Submit a Complaint

To submit a complaint, please email us with the following information:

• Your full name and contact information
• Order number (if applicable)
• Detailed description of your complaint
• Any supporting documentation or photos
• Your desired resolution

3. What Happens Next

1. Acknowledgment: We will acknowledge receipt of your complaint within 24 hours
2. Investigation: Our team will investigate your complaint thoroughly
3. Response: We aim to provide a full response within 5 business days
4. Resolution: We will work with you to reach a fair resolution

4. Response Timeframes

If we need more time to investigate, we will keep you informed of our progress.

5. Escalation

If you are not satisfied with our initial response, you may request escalation to a senior team member. Please reply to our response email with "Escalation Request" in the subject line, and a manager will review your case.

6. Our Promise

We promise to:

• Treat all complaints with respect and confidentiality
• Investigate thoroughly and fairly
• Communicate clearly throughout the process
• Provide a reasonable resolution
• Learn from complaints to improve our service

7. Feedback

Even if you don't have a formal complaint, we welcome your feedback. Suggestions for how we can improve are always appreciated and can be sent to the same email address.