Complaints Policy

We are committed to delivering high-quality products, excellent customer service, and a smooth experience for every customer. However, we understand that concerns may arise from time to time. This Complaints Policy outlines how you can raise an issue, how we handle complaints, and what you can expect throughout the process.

Our goal is to ensure that every complaint is taken seriously, handled fairly, and resolved as quickly as possible.

1. Purpose of This Policy

This policy provides clear guidance on how customers can submit complaints and how our team manages them. We use complaints as opportunities to improve our products, services, and customer experience.

2. What Counts as a Complaint?

A complaint may involve:

Issues with product quality or performance

Delivery delays or shipping concerns

Incorrect, missing, or damaged items

Poor customer service or communication gaps

Website or ordering difficulties

Any experience that does not meet your expectations

If something feels “not right,” we encourage you to reach out.

3. How to Submit a Complaint

Customers can submit complaints through any of the following channels:

When submitting a complaint, please include:

Order number (if applicable)

A detailed description of the issue

Photos or videos for damaged or defective items

Your preferred resolution (refund, replacement, clarification, etc.)

This helps us resolve the issue more efficiently.

4. How We Handle Complaints

We follow a clear process to ensure transparency and fairness:

Acknowledgment
We will confirm receipt of your complaint—usually within 24–48 hours.

Assessment
Our team will investigate the issue, review order records, and examine any evidence provided.

Response
We will respond with an explanation, a proposed solution, or a request for additional information.

Resolution
Depending on the nature of the complaint, resolutions may include:

Replacement of items

Refund

Store credit

Technical support

Clarification or further guidance

5. Our Commitment to You

We aim to:

Treat every complaint respectfully and confidentially

Handle complaints consistently and fairly

Keep communication clear, timely, and transparent

Provide solutions that prioritize customer satisfaction

Use complaints as learning opportunities to improve our service

6. Escalation

If you are not satisfied with the initial resolution, you may request to have your complaint escalated to a senior team member. They will review the case independently and provide a final decision.

7. Policy Updates

We may update this Complaints Policy periodically to reflect changes in law, best practices, or business operations. Continued use of our website and services indicates acceptance of any updates.