US Dollars
Canadian Dollar
Complaints Policy
We are committed to providing high-quality products and services. If something goes wrong, we want to hear from you so we can put it right as quickly as possible. This Complaints Policy sets out how we handle concerns and ensure fair resolution.
1. Our Commitment
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Treat every complaint seriously and fairly.
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Acknowledge issues promptly.
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Investigate concerns thoroughly.
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Provide clear and timely responses.
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Use feedback to improve our products and services.
2. What You Can Complain About
You may raise a complaint if you are dissatisfied with:
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The quality of a product or service received.
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Delays in delivery or fulfillment.
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Information or guidance provided.
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Any other aspect of your experience with us.
3. How We Handle Complaints
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Acknowledgement: Once a complaint is submitted, we will confirm that it has been received.
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Review: The matter will be investigated by our team to fully understand the issue.
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Response: A clear explanation and, where appropriate, a proposed resolution will be provided.
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Resolution: If the complaint is upheld, steps will be taken to address the issue and prevent it from happening again.
4. Timeframes
We aim to respond to all complaints within a reasonable timeframe. Complex issues may take longer, but we will keep you updated throughout the process.
5. Escalation
If you are not satisfied with the initial response, you may request for the matter to be reviewed at a higher level within our company.
6. Policy Review
This policy is reviewed regularly to ensure it remains effective and aligned with our commitment to customer satisfaction.
