14. COMPLAINTS & DISPUTE RESOLUTION POLICY

14.1 OUR COMMITMENT TO CUSTOMERS

At Paws Garden, we aim to provide reliable products, clear information and a positive shopping experience. We understand that occasionally a customer may have a concern regarding an order, product, delivery, payment, refund or customer service experience.

We encourage customers to contact us directly so that we have the opportunity to understand the issue and work towards a fair and appropriate resolution.

This policy explains how complaints can be submitted, how we handle complaints and the options available if an issue cannot be resolved directly.

14.2 WHAT COUNTS AS A COMPLAINT

A complaint may relate to any aspect of your experience with Paws Garden, including:

• Product quality, condition or performance;

• Products that are damaged, faulty or incorrect;

• Delayed, missing or incorrectly delivered orders;

• Refunds, returns or cancellations;

• Payment or billing issues;

• Website functionality;

• Product descriptions or information;

• Customer service;

• Promotional offers or pricing;

• Privacy or data protection concerns; or

• Any other matter relating to an order or our services.

If your enquiry is simply a request for information, we will normally treat it as a customer support enquiry rather than a formal complaint. If you tell us that you wish to make a complaint, we will treat the matter accordingly.

14.3 HOW TO MAKE A COMPLAINT

To help us investigate your complaint efficiently, please contact us using the customer service details provided on our website.

Where possible, please include:

• Your full name;

• Order number;

• Email address used when placing the order;

• A clear description of the issue;

• Relevant dates;

• Photographs or other supporting evidence where appropriate; and

• The outcome you would like us to consider.

You should avoid sending unnecessary sensitive or confidential personal information.

If you do not have your order number, you can still contact us and we will try to locate the relevant order using the information available.

14.4 ACKNOWLEDGING COMPLAINTS

We aim to acknowledge complaints within a reasonable period after receiving them.

The time required to investigate will depend on the nature and complexity of the complaint. Straightforward matters may be resolved quickly, while complaints involving delivery providers, manufacturers, payment processors or other third parties may require additional investigation.

We will communicate with you where additional information or time is reasonably required.

14.5 INVESTIGATION PROCESS

When a complaint is received, we may review relevant information such as:

• Order records;

• Payment records;

• Delivery and tracking information;

• Communications with customer support;

• Product information;

• Photographs or other evidence provided;

• Relevant policies and terms; and

• Information supplied by delivery partners, manufacturers or service providers where necessary.

We aim to consider complaints fairly and based on the available information.

Where appropriate, we may request additional information from you before reaching a decision.

14.6 RESOLUTION OF COMPLAINTS

Depending on the circumstances, an appropriate resolution may include:

• Providing additional information or clarification;

• Replacing a product;

• Repairing a product where appropriate;

• Providing a refund;

• Providing a partial refund where legally and factually appropriate;

• Correcting an order or delivery issue;

• Investigating a payment issue; or

• Explaining why a particular outcome cannot be provided.

Any proposed resolution will take into account the circumstances of the individual case and applicable consumer rights.

Nothing in this policy limits or removes rights that you may have under applicable UK consumer protection legislation.

14.7 FAULTY, DAMAGED OR INCORRECT PRODUCTS

If you receive a product that is faulty, damaged or materially different from what you ordered, please contact us as soon as reasonably possible.

We may ask for photographs, videos or other information to help us assess the issue. This information may allow us to determine whether the problem occurred before delivery, during delivery or after the product was received.

Our handling of faulty, damaged or incorrect products does not affect your statutory consumer rights.

14.8 DELIVERY COMPLAINTS

If your complaint concerns delivery, we may need to investigate the matter with the relevant delivery provider.

This may include reviewing tracking information, delivery confirmation, delivery attempts or other information supplied by the carrier.

Where an order appears to have been lost, damaged or incorrectly delivered, we will take reasonable steps to investigate and determine an appropriate solution.

Customers should ensure that delivery addresses supplied during checkout are accurate and complete.

14.9 REFUNDS AND RETURNS

Where a complaint results in an approved return or refund, the process will generally be handled in accordance with our Returns & Refunds Policy.

Depending on the circumstances, we may provide instructions regarding the return of the product before a refund or replacement is processed.

Nothing in this policy prevents a customer from exercising a statutory cancellation, refund, repair, replacement or other consumer right where applicable.

14.10 COMPLAINTS INVOLVING THIRD PARTIES

Some issues may involve services provided by third parties, including payment processors, delivery companies, manufacturers or technology providers.

Where appropriate, we may need to contact or obtain information from the relevant third party to investigate the complaint.

Although certain aspects of an issue may depend on a third party, we will aim to communicate clearly with the customer regarding the progress of the matter.

14.11 CUSTOMER COMMUNICATION

We ask customers to communicate respectfully with our customer support team.

Our staff will make reasonable efforts to assist with genuine complaints and enquiries. We may take appropriate steps where communications contain abusive, threatening, discriminatory or otherwise unacceptable behaviour.

Unreasonable behaviour will not prevent a legitimate complaint from being considered, but it may affect the manner or frequency in which further communication is handled.

14.12 ESCALATING A COMPLAINT

If you are dissatisfied with our initial response, you may request that the matter be reviewed or escalated where appropriate.

When escalating a complaint, please explain why you believe the initial response was insufficient and provide any additional information that you believe should be considered.

We will review the available information and provide a further response where appropriate.

14.13 DISPUTE RESOLUTION

We encourage customers to contact us directly before pursuing external dispute resolution or legal proceedings. Direct communication will often provide the quickest and most practical way to resolve an issue.

However, contacting Paws Garden first does not remove or restrict any legal rights or remedies available to you.

Where applicable, customers may have access to independent consumer advice, alternative dispute resolution services or other appropriate mechanisms available under UK law.

14.14 LEGAL RIGHTS

This policy is intended to explain our internal complaints process and does not replace your legal rights.

Nothing in this policy is intended to exclude, restrict or limit liability or consumer rights where doing so would be unlawful.

Your statutory rights may include rights relating to the quality, conformity, safety, description, delivery and performance of products, as well as rights relating to cancellation, refunds, repairs or replacements where applicable.

14.15 FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right to investigate complaints where there are reasonable concerns regarding inaccurate, fraudulent or misleading information.

Examples may include knowingly providing false information about an order, submitting fabricated evidence or attempting to obtain multiple refunds for the same issue.

This does not affect a genuine customer's right to make a legitimate complaint or seek an appropriate remedy.

14.16 PRIVACY DURING COMPLAINT INVESTIGATIONS

Personal information provided as part of a complaint will be handled in accordance with our Privacy Policy and applicable data protection legislation.

Information may be shared with relevant third parties where reasonably necessary to investigate or resolve the complaint, such as delivery providers, payment processors or manufacturers.

We will seek to limit information sharing to what is reasonably necessary for the relevant purpose.

14.17 RECORDS OF COMPLAINTS

We may retain reasonable records of complaints, communications, investigations and resolutions for customer service, legal, regulatory, accounting, fraud prevention and business administration purposes.

The retention of such information will be handled in accordance with our applicable data protection requirements.

14.18 CHANGES TO THIS POLICY

We may update this Complaints & Dispute Resolution Policy from time to time to reflect changes to our services, procedures, legal requirements or business practices.

The latest version published on our website will apply to complaints handled under the relevant policy at the time.

14.19 CONTACT US

If you wish to make a complaint, request an escalation or ask a question regarding this policy, please contact Paws Garden using the customer service information published on our website.

We will aim to handle your complaint fairly, professionally and within a reasonable period.