Complaints Procedure

1. Introduction

1.1 We are committed to providing our customers with the highest level of service. However, if you are not satisfied with our products or services, please let us know.

1.2 This complaints procedure sets out how to make a complaint and how we will handle your complaint.

2. Making a Complaint

2.1 If you have a complaint about our products or services, please contact us as soon as possible by email or phone.

2.2 When making a complaint, please provide us with your name, contact details, order number, and a clear description of your complaint.

2.3 We aim to acknowledge all complaints within 48 hours of receiving them.

3. Handling Your Complaint

3.1 We will investigate your complaint and aim to provide a resolution within 7 working days of acknowledging your complaint.

3.2 If we are unable to resolve your complaint within 7 working days, we will keep you informed of our progress and provide you with an estimated timeline for resolving your complaint.

3.3 We may need to contact you for additional information or clarification during our investigation.

4. Resolution

4.1 Once we have investigated your complaint, we will provide you with a resolution.

4.2 If we have made a mistake, we will apologise and take appropriate steps to rectify the mistake.

4.3 If we are unable to resolve your complaint to your satisfaction, we will explain the reasons why and provide you with information on any further steps you can take.

5. Feedback

5.1 We welcome feedback on our complaints procedure and how we handle complaints.

5.2 If you have any suggestions on how we can improve our complaints procedure, please let us know.

If you have any questions or concerns about our complaints procedure, please contact us.