This Dispute Resolution & Complaints Policy explains how MYFIOR ("MYFIOR," "we," "us," or "our") handles complaints, order disputes, and other customer concerns raised in connection with purchases made at myfior.com (the "Site"). It sets out how to file a complaint, what to expect during our review, how to escalate if you're not satisfied with the outcome, and where to turn for further help if a dispute remains unresolved. It works alongside our Return Policy, Shipping Policy, Disclaimer & Product Liability Policy, and Privacy Policy.

By placing an order through the Site, you acknowledge that you have read and understood this policy, including the informal-resolution process and arbitration provisions described below.

MYFIOR wants every customer to feel confident that a problem — whether it's a missing item, a suspected authenticity concern, a billing question, or a disagreement about our policies — will be heard and addressed in good faith. We commit to reviewing every complaint we receive, communicating clearly about what we can and cannot do, and resolving the overwhelming majority of concerns directly through our support team without the need for any formal or legal process.

This policy applies to complaints and disputes related to:

• Order accuracy, damage, or non-delivery.
• Product authenticity, quality, or safety concerns.
• Billing, pricing, refund, or return disputes.
• Website content accuracy or customer service conduct.
• Privacy, data handling, or other policy-related concerns.

For return- or refund-eligibility questions specifically, please also refer to our Return Policy, which sets out timeframes and conditions for returns and exchanges. This policy governs how a complaint or dispute of any kind is handled procedurally, including when a return-policy disagreement escalates beyond a routine request.

Filing a complaint with MYFIOR is simple. Choose whichever channel is most convenient for you:

To help us resolve your complaint as quickly as possible, please include: your order number, the email address used to place the order, a clear description of the issue, and photos or screenshots where relevant (e.g., product condition, packaging, or a billing statement).

Once we receive your complaint, here's what to expect:

• Acknowledgment: We aim to acknowledge every complaint within 1 business day of receipt.
• Investigation: Our support team will review your order records, correspondence, and any supporting evidence you've provided. Most complaints are resolved within 3–5 business days; complex cases (such as suspected authenticity issues or carrier-related disputes) may take longer, and we'll keep you updated on progress.
• Resolution: Depending on the nature of the complaint, resolution may include a refund, replacement, store credit, a corrected billing statement, a policy clarification, or another appropriate remedy.

If you're not satisfied with the initial outcome, MYFIOR offers a straightforward, three-tier escalation path:

We ask that you complete this internal escalation process before pursuing any external or legal avenue, so that we have a full and fair opportunity to resolve the matter directly with you — see Section 08 for more detail.

If your complaint has gone through all three tiers of our internal escalation procedure and remains unresolved, or if you would like to raise a formal legal dispute, you may contact us using the details below, or refer to the informal-resolution and arbitration provisions in Sections 08 and 09.

You may also seek guidance from your state Attorney General's consumer protection office or, for California residents, the California Department of Consumer Affairs, at any point during this process — see Section 11 for state-specific resources.

Before filing any formal legal claim, small claims action, or arbitration demand against MYFIOR, you agree to first submit your complaint through our escalation procedure (Section 06) and allow us a reasonable opportunity — no less than 30 days from your formal written complaint — to investigate and respond. This requirement is intended to resolve genuine disputes efficiently and in good faith, and does not apply to claims that must, by law, proceed directly to a specific forum (such as certain claims under consumer protection statutes that provide their own notice procedures).

Where the informal resolution process in Section 08 does not resolve a dispute, you and MYFIOR agree that any claim, controversy, or dispute arising out of or relating to your purchase, use of the Site, or this policy (a "Claim") — other than a claim properly brought in small claims court, or a claim for injunctive relief related to intellectual property — shall be resolved by binding individual arbitration rather than in court, governed by the Federal Arbitration Act (9 U.S.C. §1 et seq.).

• Administering body: Arbitration will be administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, or another mutually agreed nationally recognized arbitration provider.
• Individual basis only: Claims must be brought on an individual basis. Neither party may participate in a class, consolidated, or representative action, and the arbitrator may not consolidate more than one person's claims.
• Location: Arbitration will take place in, or be conducted by phone/video/written submission based in, Contra Costa County, California, unless you and MYFIOR agree otherwise.
• Costs: MYFIOR will pay AAA filing, administration, and arbitrator fees for claims under $10,000 brought by an individual consumer, consistent with AAA consumer arbitration rules, except where the arbitrator determines the claim is frivolous.
• Small claims carve-out: Either party may instead bring an individual claim in small claims court if it qualifies for that court's jurisdiction.

If any part of this arbitration agreement is found unenforceable, the remainder will continue to apply to the fullest extent permitted by law, except that the class-action waiver may not be severed from the requirement to arbitrate on an individual basis where doing so is not permitted by applicable law.

This policy and any dispute not subject to arbitration (including, if you have validly opted out under Section 09) is governed by the laws of the State of California and applicable United States federal law, without regard to conflict-of-law principles, except where a customer's state of residence grants mandatory consumer protections that supersede this choice of law. Any such dispute will be brought exclusively in the state or federal courts located in Contra Costa County, California, unless applicable law requires otherwise, and both parties consent to personal jurisdiction there.

MYFIOR ships exclusively within the United States. Because consumer protection and dispute-resolution standards vary by state, the notices below apply to residents of the states listed, in addition to — not instead of — this policy in its entirety.

MYFIOR is an authorized retailer of finished, pre-manufactured cosmetic products; we do not manufacture the brands we sell. If your complaint concerns a manufacturer-level issue — such as a formulation defect, a recall, or a manufacturing safety concern — we will still receive, investigate, and coordinate your complaint through the process in Sections 04–06, and we will pass along verified manufacturer-level issues to the responsible brand where appropriate. Complaints about website content accuracy (such as a pricing or description error) are handled the same way and, where applicable, corrected consistent with our Disclaimer & Product Liability Policy.

We may revise this Dispute Resolution & Complaints Policy from time to time to reflect changes in our business practices or applicable law. The "Last Updated" date at the top of this page reflects the most recent revision. Any material change to the arbitration agreement in Section 09 will not apply retroactively to disputes arising before the change, and if you do not agree to a future material change, you may opt out of that specific change by contacting us within 30 days of the update taking effect. Continued use of the Site after a non-material revision constitutes acceptance of the updated policy.