1. Introduction
At Craft Rebellion, we value your feedback and are committed to providing a positive experience to all our users. This Complaints Policy (hereinafter referred to as “Policy”) outlines the process for submitting complaints, how we handle and address them, and the standards we adhere to when resolving issues.
2. Submitting a Complaint
2.1. Contact Information: To submit a complaint, please use the contact information provided on our website, craftrebellion.com. You can typically find our contact details on our “Contact Us” page or in the website’s footer.
2.2. Complaint Details: When submitting a complaint, please provide as much detail as possible, including your name, contact information, a description of the issue, and any relevant documentation or evidence.
3. Handling Complaints
3.1. Acknowledgment: Upon receiving a complaint, we will acknowledge it promptly, usually within 2 business days.
3.2. Investigation: Our team will review the complaint, gather information, and conduct a thorough investigation to understand the issue.
3.3. Resolution: We will work diligently to resolve the complaint within a reasonable timeframe, depending on the complexity of the issue. We aim to provide a response or resolution within 5 business days.
4. Communication
4.1. Updates: We will keep you informed of the progress of your complaint and provide regular updates on its status.
4.2. Resolution: Once the complaint is resolved, we will communicate the outcome and any actions taken.
5. Escalation
If you are dissatisfied with the resolution provided by Craft Rebellion, you may request further escalation. Please let us know, and we will review the case to determine if additional steps can be taken.
6. Feedback
We value your feedback on our Complaints Policy and our resolution process. Your input helps us improve our services and procedures. Please feel free to share your thoughts with us.
7. Privacy and Confidentiality
All complaints and related information will be treated with the utmost confidentiality and in accordance with our Privacy Policy. We will not disclose your personal information or the details of your complaint to third parties without your consent, except as required by law.
8. Record Keeping
We maintain records of all complaints and their resolutions for our internal review and improvement purposes.
9. Updates to this Policy
We may update this Complaints Policy from time to time to ensure its effectiveness and compliance with relevant laws and regulations. The most recent version will be posted on our website, along with the date of the last update.
10. Contact Us
If you have any questions or concerns about our Complaints Policy, please contact us at [email protected].