Complaints Policy
Effective Date: March 2025
At Aroused and Proud ltd, we are committed to providing high-quality products and exceptional customer service. We understand that sometimes, despite our best efforts, things may not go as expected. Our Complaints Policy is designed to ensure that any concerns or complaints are dealt with efficiently and fairly.
1. Purpose
This policy outlines the process for submitting, reviewing, and resolving complaints. We aim to address complaints promptly and in a manner that leaves our customers satisfied.
2. How to Make a Complaint
If you are unhappy with any aspect of your experience with us—whether it’s regarding a product, order process, delivery, or customer service—please let us know. You can make a complaint by:
Email: Send your complaint to support@arousedandproud.com with the subject “Complaint”.
Please include the following information in your complaint:
Your name, order number, and contact details
A clear description of the issue, including any relevant dates, product information, and supporting documentation or images (if applicable)
Your preferred resolution (e.g., refund, replacement, store credit, etc.)
3. Acknowledgment of Complaints
We strive to acknowledge all complaints within 5 working days of receiving them. If your complaint is urgent, please mention this in your communication, and we will prioritize it.
4. Investigation Process
Upon receiving your complaint, we will investigate the issue thoroughly. This may involve:
Reviewing the details of your order and any communication you’ve had with us
Examining product quality (if applicable)
Reviewing our shipping or delivery process
Any other necessary steps to understand the issue
We aim to complete our investigation within 10 working days, though this timeline may vary depending on the nature of the complaint.
5. Resolution
Once we have investigated your complaint, we will provide a resolution. Depending on the circumstances, we may offer:
A refund for defective or incorrectly shipped products (subject to our Returns Policy)
A replacement item if the product is damaged or defective
A discount or store credit as an alternative resolution
An apology and explanation if the complaint relates to service or delivery delays.
We will make every reasonable effort to resolve complaints to your satisfaction. If you are not happy with our resolution, please let us know, and we can escalate the issue to a higher level of management for further review.
6. Complaints Related to Products
If your complaint concerns a product purchased from us, please note:
Returns/Exchanges: You may be eligible for a return or exchange, subject to our Returns and Exchanges Policy.
Damaged or Defective Products: If a product arrives damaged or defective, please notify us within 14 days for a resolution.
7. International Shipping and Complaints
We ship our products internationally. If you are located outside the EU and have an issue with an order, please be aware of potential international shipping delays, customs charges, or other factors that may affect delivery times. While we strive to minimize these issues, they are sometimes outside of our control. However, we will do everything we can to resolve complaints relating to international shipments.
8. Data Privacy
When you make a complaint, we will collect and process personal data to resolve your issue. This will be done in accordance with our Privacy Policy, and we will only use your information for the purpose of addressing your complaint. We take your privacy seriously and will never share your information without your consent, unless required by law.
9. Commitment to Improvement
We value your feedback as it helps us improve our services and products. We will regularly review our complaints handling process to ensure we are continuously improving our customer experience.
Thank you for choosing Aroused and Proud ltd. We are committed to resolving your concerns and maintaining a positive relationship with all of our customers.
