Complaints Policy

At eBreeze, we aim to deliver high-quality products and excellent customer service. However, if you’re not satisfied, here’s the procedure of how we handle complaints:

1. How to Make a Complaint

If you’re unhappy with any aspect of our service or products, please contact us via:

Email: Send your complaint to support@ebreeze.co.uk.

Online Form: Use the complaint form on our website.

Include:

Your name and contact details

Order number (if applicable)

Description of the complaint and any supporting documents

2. Acknowledgment

We’ll acknowledge your complaint within 1 working day, providing confirmation of who is handling it and an estimated time frame for resolution.

3. Investigation & Response

We aim to resolve complaints within 5 working days. If more time is needed, we’ll notify you with an updated timeline.

4. Resolution

Resolutions may include:

An apology

Product replacement

Refunds

Discounts or vouchers for future purchases

5. Escalation

If you’re not satisfied with the initial resolution, you may escalate the complaint to a senior manager, who will respond within 10 working days.

6. Alternative Dispute Resolution

If our final response doesn’t meet your expectations, you can refer your complaint to an Alternative Dispute Resolution (ADR) provider.

7. Contact Information

For complaints, please reach out to us at support@ebreeze.co.uk or use the contact form on our website.

8. Confidentiality

All complaints are handled confidentially and in accordance with our Privacy Policy. Personal data will only be used to address your complaint.

9. Feedback

We welcome feedback on our complaints process to help us improve our services. Please send suggestions to support@ebreeze.co.uk