Complaints Policy

1. Introduction

At Elanique, we strive to provide high-quality products and services. However, if you are dissatisfied with your purchase or experience any issues, you have the right to file a complaint. This policy outlines the procedure for submitting complaints in accordance with British consumer protection laws.

2. How to Submit a Complaint

2.1. Complaint Submission Channels

Customers can submit complaints through the following channels:
📧 Email: [support@elanique.shop]

2.2. Information Required in the Complaint

To process your complaint efficiently, please include the following details:

  • Full name and contact details (email, phone number).
  • Order number or purchase reference.
  • Description of the issue, including supporting evidence (e.g., photos of defective products).
  • Preferred resolution (replacement, refund, repair, etc.).

3. Processing of Complaints

3.1. Acknowledgment of Complaint

  • Upon receipt of your complaint, we will send an acknowledgment email within 24 hours confirming that we have received your request.

3.2. Complaint Resolution Time

  • Complaints are processed within 14 calendar days from the date of receipt.
  • If additional information is required, we will contact you and extend the deadline accordingly.

3.3. Possible Outcomes

Depending on the circumstances, the resolution may include:
✅ Replacement of the product (if defective or incorrect).
✅ Refund (if the issue cannot be resolved).
✅ Repair of the product (if applicable).
✅ Discount or partial compensation in specific cases.

4. Consumer Rights Under British Law

The law protects your consumer rights when you buy goods or services. Find out who to contact for consumer protection advice.

You can get help if you’re treated unfairly or when things go wrong. This includes problems with:

  • credit and store cards
  • faulty goods
  • counterfeit goods
  • poor service
  • contracts
  • builders
  • rogue traders

For more information : https://www.gov.uk/consumer-protection-rights

5. Dispute Resolution & Alternative Dispute Resolution (ADR)

6. Contact Information

For any questions regarding this Complaints Policy, please contact us:

📧 Email: support@elanique.shop