Complaint & Dispute Resolution Policy
Complaint & Dispute Resolution Policy (Raiz & Rayo)
1. Purpose
Raiz & Rayo (operated by Beauté Limited Co., LLC) is committed to fair, respectful, and timely resolution of complaints and disputes. This policy explains how customers, partners, and website visitors can submit concerns related to our website content, communications, and products, and how we review and respond.
2. Scope of Application
This policy applies to complaints involving Raiz & Rayo and any content or activity connected to our official website and brand channels, including:
- Website content (text, product descriptions, educational materials, blog posts)
- Images, videos, and downloadable resources
- Advertising, marketing, and brand communications
- Products and services offered for sale or promoted through our website
- External links or third-party references displayed on our site
3. How to Submit a Complaint
To submit a complaint, please email us and include the details listed in Section 4.
Contact for complaints: Email: Hello@RaizandRayo.com Subject line: Complaint / Dispute – [Your Name]
If your complaint relates to an order, please include your order number in the subject line when possible.
4. Information Required (So We Can Investigate)
To help us review your complaint efficiently, please provide:
- Your full name and best contact email
- A clear description of the issue
- The date the issue occurred (or when you noticed it)
- If applicable: order number, product name, and photos (for product-related issues)
- If applicable: URL(s) to the page/content you’re reporting
- What outcome you are requesting (correction, clarification, replacement request, refund request, content removal, etc.)
If any information is missing, we may request additional details before we can proceed.
5. Our Review Process & Response Time
After receiving your complaint, we will:
- Confirm receipt within 1–2 business days
- Review the information provided and, if needed, request clarification
- Provide a resolution or next-step update within 5–10 business days after we have the necessary details
Some matters may require additional time (for example, shipping investigations, payment processor review, or content verification). If so, we will keep you informed of the timeline.
6. Cooperation & Good-Faith Use
We ask that all complaints be submitted in good faith. During the review process, we may request reasonable supporting documentation.
Complaints must not be used to harass, threaten, or intentionally damage the reputation of Raiz & Rayo, our customers, or our partners.
7. Outcomes If We Do Not Receive Updated Information
If we request additional information and do not receive a response within 14 business days, we may close the complaint without further action. Where appropriate, we may still take protective steps, including:
- Removing or correcting content if we believe it may be inaccurate or infringing
- Restricting or blocking access in cases of serious misuse, fraud, or repeated violations that may impact business operations
8. Escalation (Secondary Review)
If you are not satisfied with the initial outcome, you may request escalation by replying to our decision email with:
- The reason you disagree
- Any new supporting information
We will conduct a secondary review and respond within 5–10 business days.
9. Governing Law & Venue (Nationwide Sales Note Included)
Raiz & Rayo offers products for sale to customers across the United States. However, this policy, and any complaint or dispute arising from or related to it, will be governed by the laws of the State of Nevada, without regard to conflict-of-law principles. To the extent a matter proceeds to court (rather than being resolved informally), you agree that the courts located in Nevada will have jurisdiction and venue.
10. Policy Updates
We may update this policy periodically to reflect changes in business practices, platform requirements, or applicable laws. Updates will be posted on this page with a revised “Last Updated” date.
Last Updated: May 5, 2026