Report a Complaint

I. Scope of Reports

Reinwind Thermal Technology (Wuxi) Co., Ltd. (hereinafter "Reinwind") is committed to an honest, compliant and transparent business environment. We welcome reports from the public and employees concerning the following conduct:

• Commercial bribery and improper benefits:employees or partners accepting or offering kickbacks, monetary gifts, securities or other improper benefits in business dealings;
• Conflicts of interest:employees using their position to seek personal gain for themselves or related parties, harming the company's interests;
• Fraud and misconduct:false expense claims, forged documents, contract fraud, financial fraud, etc.;
• Intellectual property infringement:disclosing the company's trade secrets or technical materials, or unauthorized use of its intellectual property;
• Product quality and service issues:product defects, inadequate after-sales service, false advertising or other acts that harm customer rights;
• Violations of laws and regulations:violations by employees or in business activities;
• Other violations:other acts violating company rules, professional ethics or public morality.

II. How to Report

We provide several reporting channels; choose the most convenient. All reports are kept strictly confidential.

III. Procedure

We maintain a formal reporting mechanism to ensure every report is taken seriously and handled promptly.

IV. Confidentiality

• We keep the reporter's identity, the report and the process strictly confidential and do not disclose them to any third party without the reporter's consent;
• reporting materials are kept as confidential documents, accessible only to personnel involved in the investigation;
• retaliation in any form is strictly prohibited; any retaliation against a reporter will be dealt with seriously and those responsible held accountable;
• We encourage named reports for effective investigation and feedback; anonymous reports are also accepted and investigated.

V. Notes for Reporters

• please provide specific, detailed information, including time, place, persons, the course of events and related evidence, so we can investigate efficiently;
• reporters are responsible for the truthfulness of the report and must not fabricate facts or make false accusations; malicious reports bear corresponding legal liability;
• this channel does not handle general business matters such as product inquiries or technical support; please use the website's contact details or customer service for those;
• where a matter involves ongoing judicial or administrative proceedings, the handling by the judicial or administrative authority shall prevail.

VI. Product and Service Complaints

If you have a complaint about product quality or after-sales service, in addition to the channels above, you may contact the customer service department directly:

• Customer service hotline:0510-85610166
• Service email:service@reinwind.com
• Response time:we will respond within 24 hours and provide a resolution plan within 48 hours of receiving a complaint.