Customers Care


Commitment to Ethical Service, Privacy, and Compliance

​1. Scope of Service

This policy applies to ​all customers, partners, and stakeholders engaging with BEESOUL HealthCare’s adult wellness products and services globally. It governs:

  • Product inquiries, purchases, and returns.
  • Privacy protection and data security.
  • Compliance with international adult industry regulations.
  • Brand usage and promotional guidelines.

​2. Core Principles

​2.1 Privacy & Confidentiality

  • ​Data Protection:
    • Comply with GDPR, CCPA, and other regional privacy laws.
    • All customer interactions (e.g., purchase history, contact details) stored securely via AES-256 encryption.

  • ​Discreet Communication:
    • Use non-descriptive billing descriptors (e.g., "BH Health Innovations").
    • Provide unmarked packaging and secure logistics.

​2.2 Product Compliance

  • ​Certifications:
    • All products meet medical-grade standards (ISO 13485, FDA Class I/II, CE Marking).
    • Include compliance documentation in every shipment (e.g., Material Safety Data Sheets).

  • ​Age Restrictions:
    • Online purchases require age verification via government-issued ID or credit card validation.

​2.3 Ethical Brand Management

  • ​Prohibited Activities:
    • No unauthorized reselling, counterfeiting, or modification of BEESOUL products.
    • No use of BEESOUL trademarks in misleading or offensive contexts.

  • ​Cultural Sensitivity:
    • Adhere to regional laws and cultural norms (e.g., banning certain product categories in specific countries).

​3. Customer Interaction Standards

​3.1 Inquiry Handling

  • ​Response Time:
    • 24/7 multilingual support via email, live chat, or phone.
    • First-response SLA: ≤2 hours during business hours.

  • ​Confidentiality Assurance:
    • Agents undergo mandatory training on adult industry ethics and data handling.

​3.2 Returns & Refunds

  • ​Policy:
    • ​Standard Products: 30-day return window (unopened, undamaged items).
    • ​Smart Devices: 14-day return window (requires pre-authorized RMA number).

  • ​Process:
    • Customers initiate returns via the BEESOUL Customer Portal.
    • Discreet pickup or drop-off arrangements for sensitive returns.

​3.3 Complaint Resolution

  • ​Escalation Path:
    • Tier 1: Live chat/phone support (24–48 hr resolution).
    • Tier 2: Dedicated account manager (72 hr resolution).
    • Tier 3: Legal/compliance team intervention (for regulatory disputes).

​4. Compliance & Legal Safeguards

​4.1 Regulatory Adherence

  • ​Global Standards:
    • Align with adult product regulations in key markets (e.g., FOSTA-SESTA in the U.S., EUTR in the EU).
    • Regular audits by third-party compliance agencies (e.g., TÜV SÜD).

  • ​Content Moderation:
    • Prohibit user-generated content violating brand guidelines (e.g., explicit misuse of products).

​4.2 Intellectual Property (IP) Protection

  • ​Unauthorized Use:
    • Report counterfeiters to authorities (e.g., FDA, Europol).
    • Legal action against infringers, including injunctions and asset seizures.

  • ​Trademark Usage:
    • Provide pre-approved logos, slogans, and product descriptors for partners.

​5. Sustainability & Social Responsibility

  • ​Eco-Friendly Practices:
    • Recyclable packaging for 90%+ of products by 2025.
    • Partner with NGOs for safe disposal of non-recyclable materials.

  • ​Community Guidelines:
    • No marketing to minors or vulnerable populations.
    • Support initiatives promoting sexual health education.

​6. Customer Rights & Responsibilities

​Right ​Responsibility
Access accurate product information Provide truthful feedback and usage data
Privacy protection Refrain from illegal resale activities
Timely support Adhere to return/refund timelines
Safe transactions Report suspicious activities promptly

​7. Policy Updates

  • BEESOUL reserves the right to update this policy with 30 days’ notice via email or portal notification.
  • Major changes will comply with local laws and industry standards.

​8. Contact & Support

  • ​Global Customer Care Hub: www.beesoul.com.cn
  • ​Email: beesoul@beesoul.com.cn
  • ​Live Chat: Available on the BEESOUL website during business hours.

Commitment Statement:
"At BEESOUL HealthCare, we believe in empowering customers with dignity, privacy, and access to safe, innovative wellness solutions. This policy reflects our dedication to ethical practices, regulatory compliance, and fostering trust across our global community."