At wholesalefromdubai, we strive to provide excellent service and high-quality products to all our customers. However, we understand that there may be times when you are not completely satisfied. This Complaints Policy outlines how you can raise a concern and how we will handle it.
1. Purpose
The purpose of this policy is to:
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Ensure complaints are handled fairly, consistently, and promptly.
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Provide a clear process for customers to voice their concerns.
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Help us improve our services and customer experience.
2. What Is a Complaint?
A complaint is an expression of dissatisfaction related to our products, services, staff, or overall customer experience, whether justified or not.
3. How to Make a Complaint
Customers may raise a complaint through the designated contact form or messaging system on our website. Please include:
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A clear description of the issue.
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Relevant order details (e.g., order number).
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Any supporting evidence (e.g., photos, screenshots).
4. Complaint Handling Process
Once a complaint is received:
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Acknowledgment: You will receive confirmation that your complaint has been received.
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Investigation: Our team will thoroughly review the matter.
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Response: A formal response will be provided within a reasonable timeframe, typically within 3–5 business days.
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Resolution: If the complaint is upheld, appropriate actions will be taken (e.g., refund, replacement, policy update).
5. Escalation
If you are not satisfied with the resolution, you may request that the matter be escalated to a senior representative. All escalations will be reviewed with impartiality and due diligence.
6. Confidentiality
All complaints will be handled with confidentiality and in accordance with data protection regulations.
7. Continuous Improvement
Feedback and complaints are reviewed regularly to help us improve our services, policies, and procedures.
