Purpose of This Policy
Our company is committed to delivering high-quality service and ensuring every customer feels heard, respected, and supported. This Complaints Policy outlines how we manage concerns, resolve issues, and continuously improve our processes.
Our Commitment
We aim to:
Handle all complaints promptly, fairly, and professionally.
Provide clear communication throughout the resolution process.
Treat every customer with respect and confidentiality.
Use feedback to strengthen our services and prevent future issues.
What Qualifies as a Complaint
A complaint may include, but is not limited to:
Dissatisfaction with a product or service
Delays or issues with orders or communication
Incorrect, missing, or damaged items
Staff conduct or customer service concerns
Any situation where expectations were not met
How to Submit a Complaint
Please provide relevant details such as order number, dates, product information, or screenshots to help us investigate efficiently.
How We Handle Complaints
Acknowledgment:
We strive to acknowledge all complaints within 1–2 business days.
Investigation:
Our team reviews all relevant information and may contact you for additional details.
Resolution:
We aim to resolve most complaints within 5–10 business days. Complex cases may require more time, but we will keep you informed throughout the process.
Follow-Up:
After resolving the issue, we may follow up to ensure you are satisfied with the outcome.
Escalation Process
If you are not satisfied with the initial response:
You may request to have the matter reviewed by a senior team member or manager.
We will re-evaluate the complaint and provide a final decision.
Confidentiality & Data Protection
All complaints are handled confidentially. Any personal information shared during the process is protected and used solely for resolving the issue.
Continuous Improvement
We view complaints as an opportunity to improve. All feedback is logged, analyzed, and used to enhance our products, customer service, and operational procedures.
