Complaints Policy

Our Commitment

At Just Wype It, we take pride in delivering a high-quality product and service. However, we understand that things can occasionally go wrong. If you are unhappy with any aspect of your order or experience, we want to hear from you so we can put it right as quickly as possible.

We treat all complaints seriously, handle them fairly and confidentially, and use your feedback to continuously improve what we do.

How to Make a Complaint

You can raise a complaint by emailing us, this is the quickest way to reach us and ensures your complaint is logged and actioned promptly.

When contacting us, please include:

• Your full name and contact details
• Your order number and the date of purchase
• A clear description of your complaint
• Any photos or evidence that may be relevant
• What resolution you are looking for (refund, replacement, or other)

Our Complaints Process

Step 1: Acknowledgement
We will acknowledge your complaint within 2 working days of receiving it.

Step 2: Investigation
We will look into your complaint thoroughly and fairly, reviewing order records and any relevant communications. We may request additional information or photos from you if needed.

Step 3: Response
We aim to provide a full written response within 5 working days of acknowledging your complaint. In more complex cases we will keep you updated and aim to resolve within 14 working days. Our response will set out our findings and any action being taken.

Step 4: Resolution
Wherever possible, we will resolve complaints through one or more of the following:

• A sincere apology
• A full or partial refund to your original payment method
• A replacement product sent at no extra cost
• A discount or credit towards a future order

Response Times Summary

• Acknowledgement: within 2 working days
• Full response: within 5 working days
• Complex cases: within 14 working days

If You're Still Not Satisfied

If you feel your complaint hasn't been resolved to your satisfaction, you can seek independent advice through:

• Citizens Advice: citizensadvice.org.uk  /  0800 144 8848
• Trading Standards: via the Citizens Advice consumer helpline
• Alternative Dispute Resolution (ADR): ec.europa.eu/consumers/odr

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Confidentiality

All complaints are handled in strict confidence. Your personal information will only be used to investigate and resolve your complaint, in line with our Privacy Policy.

Our Promise

Just Wype It is a small UK business and every customer matters to us. If something has gone wrong, we want to hear about it. Email us at customer@justwypeit.com and we'll make it right.

Just Wype It. Quality you can see, service you can trust.