Complaints And Dispute Policy – smart life gadget

Your Legal Rights as a UK Consumer

Nothing in this policy affects your statutory rights under UK law. In particular, you have the right to:

• Goods that are as described, of satisfactory quality, and fit for purpose.
• Clear and transparent information about prices, payments, and refunds.
• Raise complaints and seek redress where goods or services fall short of legal standards.

Complaints Process

If you are unhappy with any aspect of your purchase or payment, we encourage you to contact us first so we can try to resolve the issue promptly and fairly.

How to Submit a Complaint

Please contact us using the details below and include:

• Your full name
• Order number
• A clear description of the issue
• Any supporting information or evidence

Response Timeframes

We aim to handle complaints efficiently and fairly:

• We will acknowledge receipt of your complaint within [e.g. 2–5 working days].
• We aim to provide a full response within [e.g. 14 working days].

If the matter requires additional investigation, we will keep you informed of the progress and expected resolution timeframe.

Payment, Refunds, and Related Disputes

Where a complaint relates to a payment, refund, cancellation, or return, we will assess the matter in line with:

• The Consumer Rights Act 2015
• The Consumer Contracts Regulations 2013
• Our Returns Policy and Payment Policy

Refunds, where due, will be processed using the original payment method unless otherwise agreed.

Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint through our internal process, you may be entitled to use an Alternative Dispute Resolution (ADR) provider.

ADR is an independent and impartial process designed to resolve disputes without going to court.

We are not legally obliged to participate in ADR, but we will inform you whether we are willing to do so on a case-by-case basis.

Further information about ADR is available from:

Trading Standards – via your local authority or the Citizens Advice service.

Online Dispute Resolution (ODR)

If you are a consumer based in the UK or EU and purchased goods online, you may also use the Online Dispute Resolution (ODR) platform provided by the European Commission.

The ODR platform allows consumers and traders to resolve disputes relating to online purchases without court proceedings.

ODR platform: https://ec.europa.eu/consumers/odr

Data Handling and Lawful Basis

When handling complaints and disputes, we may process personal data such as your name, contact details, order information, and correspondence.

This data is processed lawfully under the UK GDPR and the Data Protection Act 2018 for the purposes of:

• Investigating and resolving complaints
• Complying with legal obligations
• Improving our customer service

For more information, please see our Privacy Policy.

Cookies and Tracking (If Applicable)

Our website may use cookies to ensure proper functionality and improve user experience. Details can be found in our Cookie Policy.

Third-Party Services and International Transfers

In some cases, complaints may involve third-party service providers such as payment processors or delivery partners. Where personal data is shared, appropriate safeguards are applied in line with UK GDPR requirements.

Contact Information

If you have any questions about this policy or wish to raise a complaint, please Contact Us

Policy Updates

We may update this Complaints & Dispute Resolution Policy from time to time. Any changes will be posted on this page with a revised effective date.