Support Policy
Customer Support Policy
Profero Shop
Effective Date: April 19, 2026 | Last Updated: April 19, 2026
1. Our Commitment to You
At Profero Shop, we are dedicated to helping you achieve your skincare and health goals with ease. This policy outlines our support channels and response times, ensuring a smooth shopping experience in full compliance with the Jordanian Consumer Protection Law No. 7 of 2008.
2. Support Channels
We offer multiple ways to get in touch for order tracking, product advice, or assistance:
- - WhatsApp (Primary): +962 7 9716 1411 — Best for quick queries, order status, and sending photos of received items.
- - Social Media DMs: Available on our official Instagram and Facebook channels.
- - Email Support: support@proferoshop.com — For detailed inquiries or documentation regarding returns.
- - Phone Support: +962 7 9716 1411 — For immediate assistance during standard business hours.
3. Working Hours & Response Times
Our team is available to assist you during the following times:
Sunday – Thursday9:00 AM – 6:00 PM |
Friday – Saturday11:00 AM – 3:00 PM |
Our Response Commitments:
- - WhatsApp & Social Media: Within 1–2 hours during working hours.
- - Email support: Answered completely within 24 hours.
- - Missed Calls: We aim to call you back within 4 hours.
4. Scope of Support
Our support team is happy to help with the following areas:
- - Product Guidance: Help choosing the right Beesline serum, Sorento SPF, or Alflorex supplement.
- - Order Management: Tracking your delivery status or modifying your shipping address details before dispatch.
- - Delivery Issues: Resolving shipping delays or addressing issues regarding our 10 JD free delivery threshold.
- - Returns & Refunds: Guiding you transparently through the step-by-step return process for eligible unopened products.
5. Complaint Handling & Escalation
We take your long-term satisfaction seriously. If you experience an unexpected problem, please follow our resolving path:
RESOLUTION PATHWAY
- 1. Submit: Send your assigned order number along with a clear photo of the issue directly to our WhatsApp support line.
- 2. Acknowledge: Our care team will formally acknowledge your complaint and start looking into it within 24 hours.
- 3. Resolve: Most general logistial or product issues are completely investigated and resolved within 2-3 business days.
- 4. Escalate: If you are completely unsatisfied with the proposed resolution, you can request a dedicated management review by our Store Manager.
- 5. External Review: Further lawful escalations can be made directly to the Jordanian Consumer Protection Directorate via phone: +962 6 5629030.
Direct Support Channels
| WhatsApp / Phone: +962 7 9716 1411 |
Email Address: support@proferoshop.com |
