Support Policy
Customer Support Policy for 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 Instagram and Facebook.
- Email Support: support@proferoshop.com — For detailed inquiries or documentation regarding returns.
- Phone Support: +962 7 9716 1411 — For immediate assistance during business hours.
3. Working Hours & Response Times
Our team is available to assist you during the following times:
- Sunday – Thursday: 9:00 AM – 6:00 PM (AST)
- Friday – Saturday: 11:00 AM – 3:00 PM (AST) via WhatsApp only.
Response Commitments:
- WhatsApp/Social Media: Within 1–2 hours during working hours.
- Email: Within 24 hours.
- Missed Calls: We aim to call back within 4 hours.
4. Scope of Support
Our support team is happy to help with:
- Product Guidance: Help choosing the right Beesline serum, Sorento SPF, or Alflorex supplement.
- Order Management: Tracking your delivery or modifying your address before dispatch.
- Delivery Issues: Resolving delays or issues with our 10 JD free delivery threshold.
- Returns & Refunds: Guiding you through the return process for unopened products.
5. Complaint Handling & Escalation
We take your satisfaction seriously. If you have an issue:
- Submit: Send your order number and a photo of the issue to our WhatsApp.
- Acknowledge: We will acknowledge your complaint within 24 hours.
- Resolve: Most issues are resolved within 2-3 business days.
- Escalate: If unsatisfied, you may request a review by our Store Manager. Further escalations can be made to the Jordanian Consumer Protection Directorate at +962 6 5629030.
online platform offering the most preferred beauty product for our Client to exceed their expectation in term of quality , price and services
