Complaints Policy

At Refined Home Living, we are committed to delivering exceptional products and service to our customers. However, we understand that there may be instances where you may not be entirely satisfied with your experience. This policy outlines our approach to handling complaints effectively.

1. How to Make a Complaint

If you have any concerns regarding our service or products, please inform us promptly through one of the following channels:

  • Email: Send a detailed description of your complaint to our support team at info@refinedhomeliving.co.uk.
  • Online Form: Visit our Contact Us page on refinedhomeliving.co.uk and complete the complaint form provided.

Please ensure your complaint includes:

  • Your full name and contact details
  • Order number (if applicable)
  • Details outlining the nature of the complaint
  • Any supporting documents or photographs

2. Acknowledgment of Your Complaint

We will acknowledge receipt of your complaint within one working day. You will receive a confirmation email detailing who is handling your complaint and an estimated timeframe for resolution.

3. Investigation and Response

Our goal is to investigate and resolve all complaints promptly, typically within five working days. If further investigation is required, we will notify you of any delays and provide an updated timeframe.

4. Resolution

Once our investigation is complete, we will communicate our findings to you along with any proposed resolution. Resolutions may include:

  • Apologies for any inconvenience caused
  • Replacement of faulty products
  • Refunds where applicable
  • Vouchers or discounts for future purchases

5. Escalation

If you feel dissatisfied with the proposed resolution, you may request escalation to a senior manager. The senior manager will review your complaint and the initial investigation, and will aim to provide a final response within 10 working days.

6. Alternative Dispute Resolution (ADR)

Should you remain dissatisfied after receiving our final response, you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) provider. Upon request, we will provide you with information on the relevant ADR provider.

7. Contact Information

For all complaints, please use the following contact details: