Complaints Policy

Welcome to the LOGO_Beige-420x104-Ret.com website complaints policy.

 

1. Definitions

1.1 - In this Complaints Policy the following expressions have the following meanings:

“Appeal”

means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One;

“Appeal Handler”

means an employee of E-Vapor Blue Ltd. working at Unit 1, 7 Kings Crescent, Shoreham by Sea, BN43 5LE  who will handle Level Two Complaints;

“Business Day”

means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in Shoreham by Sea, West Sussex. BN43 5DE;

“Complaint”

means a complaint about goods AND/OR services sold by E-Vapor Blue Ltd., about our customer service, or about our employees agents and subcontractors;

“Complaints Form”

means our standard complaints form, available from

“Complaint Handler”

means an employee of E-Vapor Blue Ltd. working at Unit 1, 7 Kings Crescent, Shoreham by Sea, BN43 5LE who will handle Level One Complaints;

“Complaints Policy”

means this document;

“Complaints Procedure”

means the internal complaints handling procedure of E-Vapor Blue Ltd. which is followed when handling a Complaint and is available from

“Complaint Reference”

means a unique code assigned to your Complaint that will be used to track your Complaint;

“Level One”

means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; and

“Level Two”

means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint.  Your Complaint will be handled by an Appeal Handler.