We are committed to delivering high-quality products and services. However, we recognize that sometimes things may not meet expectations. This Complaints Policy outlines how you can raise concerns and how we will respond—promptly, fairly, and transparently.
1. Submitting a Complaint
If you are dissatisfied with any aspect of our product, service, or experience, you are encouraged to submit a complaint. You can do so by:
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Describing the issue in detail
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Including relevant order or service information (e.g., invoice number, installation date)
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Explaining what resolution you are seeking
2. How We Handle Complaints
Upon receiving your complaint, we will:
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Acknowledge receipt within a reasonable timeframe
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Investigate the matter thoroughly and fairly
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Aim to provide a response or resolution within 5–10 business days
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Keep you informed if additional time is required
3. Possible Outcomes
Depending on the nature of the complaint, resolutions may include:
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A written explanation or apology
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A replacement or repair of the product or service
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A refund or partial credit (where applicable)
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A review of internal processes to prevent recurrence
4. Escalation Process
If you are not satisfied with the initial outcome, you may request an escalation. A senior team member will re-evaluate the complaint and provide a final response.
5. Confidentiality and Records
All complaints are treated with confidentiality and documented for quality assurance and training purposes. Your feedback helps us improve.
