Complaints Policy

01 What this policy covers

You may use this policy to raise a complaint about your experience when shopping with PURE CONTRACTS LIMITED, including:

• Product descriptions, specifications, images or information displayed on our website.
• The accuracy of an order, including the products or quantities supplied.
• Payment, checkout, order confirmation or account-related difficulties.
• Delivery arrangements, delays, missing items or delivery communication.
• Goods that arrive damaged, faulty or not as described.
• Requests concerning returns, cancellations or refunds.
• The conduct, clarity or responsiveness of our customer service.

This policy explains our internal complaint-handling process. It does not replace any separate rights or remedies available to you under applicable consumer law.

02 Before making a complaint

If you have a question or need help with an order, contacting us directly may resolve the matter more quickly than making a formal complaint.

For example, if you have received an incorrect or damaged item, please contact us with your order number and a description of the issue. Photographs may help us understand the condition of the goods and assess what has happened.

You do not have to complete an informal discussion before making a complaint. You may raise a formal complaint whenever you feel this is appropriate.

03 How to submit a complaint

You can submit a complaint by email or telephone. Written complaints are helpful because they allow us to understand the issue accurately and keep a clear record of the information provided.

If you contact us by telephone and the matter requires further investigation, we may ask you to provide supporting details by email so that the complaint can be reviewed properly.

04 Information to include

To help us identify and review the matter, please provide as much relevant information as you reasonably can:

• Your name and a suitable email address or telephone number.
• Your order number, if the complaint relates to a purchase.
• The product name or item concerned, where relevant.
• A clear description of what happened and when it occurred.
• Relevant photographs, delivery details or correspondence, if available.
• The outcome you are seeking, if you have a particular resolution in mind.

Please do not send payment card numbers, security codes, passwords or other unnecessary sensitive information. We will only request information that is reasonably relevant to understanding and handling your complaint.

If you cannot provide every detail, you can still contact us. We will let you know if further information is reasonably needed.

05 How we review complaints

We aim to consider each complaint fairly and in proportion to its nature and complexity. Depending on the issue, our review may include:

• Checking the relevant order, product listing and confirmation details.
• Reviewing delivery information and communications relating to the order.
• Considering photographs or other supporting information supplied by you.
• Clarifying relevant facts with you or the parties involved in the order.
• Assessing the matter against the applicable terms, policies and legal requirements.

We may contact you if clarification or additional evidence is needed. Where an investigation depends on information from a delivery provider or another third party, this may affect the time required to reach an outcome.

We will handle complaints objectively and will not treat a complaint less favourably simply because you have raised a concern or exercised a legal right.

06 Acknowledgement and response

We aim to acknowledge a written complaint within 3 working days of receiving it.

We aim to provide a substantive response within 10 working days. If the matter is more complex or requires information from another party, we will explain the reason for the delay and provide an updated expected response timeframe.

These are our service targets rather than a restriction on your statutory rights. We will not use an internal response target to delay a remedy or refund where the law requires action sooner.

Working days exclude Saturdays, Sundays and public holidays in England and Wales.

07 Possible outcomes

Once we have reviewed the available information, we will explain our findings and any action we consider appropriate. Depending on the circumstances and applicable law, this may include:

• Providing an explanation or correcting inaccurate information.
• Arranging an appropriate response to an order or delivery issue.
• Considering a replacement, repair, return or refund where applicable.
• Correcting an administrative or communication error.
• Explaining why the available information does not support the requested outcome.

Any proposed resolution will be considered in accordance with the relevant order details, our published policies and your statutory rights. We will explain any practical steps needed to put an agreed resolution into effect.

08 If you remain dissatisfied

If you are unhappy with our response, please reply to the original complaint email or contact us again and explain which part of the outcome you disagree with.

Where appropriate, we will arrange a further review of the information and any additional evidence you provide. We will explain whether the original decision is maintained or whether a different resolution is appropriate.

If the matter remains unresolved, you may wish to seek independent advice about the options available to you. You can also contact Citizens Advice for guidance on consumer rights and potential next steps: Citizens Advice – Consumer Service.

Depending on the nature of the dispute, other independent organisations or legal routes may be available. We will not suggest that an external organisation has authority to decide your case unless that authority actually applies.

09 Your statutory rights

Nothing in this policy is intended to exclude, restrict or replace rights or remedies that you may have under applicable consumer protection legislation, including the Consumer Rights Act 2015 where it applies.

Your legal rights may depend on the circumstances of the purchase, the nature of the goods and the issue reported. For example, consumer rights may apply where goods are not of satisfactory quality, are not fit for purpose or do not match their description.

Our complaint-handling process does not require you to give up a statutory right, and you may pursue an available legal remedy independently of this policy.

10 Personal information

We use the information you provide to identify the relevant order, communicate with you, investigate the complaint and take appropriate action.

Complaint records may be retained for as long as reasonably necessary for customer service, business administration, legal compliance and the establishment or defence of legal claims.

Personal information will be handled in accordance with our Privacy Policy. Please avoid including personal information that is not relevant to your complaint.

11 Policy updates

We may review and update this policy when our customer service arrangements, business operations or applicable legal requirements change.

The version published on this website is the version that applies to complaints handled under the policy at the relevant time. Updates to this policy do not remove rights that have already arisen under applicable law.