Complaints Policy

Effective Date: February, 2nd 2024

At Poisonne.com, we are committed to providing excellent products/services and maintaining a high standard of customer satisfaction. We value your feedback and take all complaints seriously. This policy outlines our procedures for handling complaints to ensure a fair and transparent resolution process.

1. Submission of Complaints: Customers may submit complaints through our contact form and select the subject Complaints. We encourage customers to provide as much detail as possible to facilitate a thorough investigation.

2. Acknowledgment of Complaints: Upon receiving a complaint, we will acknowledge its receipt within 2 business days.

3. Investigation Process: We will conduct a prompt and impartial investigation into the complaint. Our team will review all relevant information, and if necessary, we may request additional details from the complainant.

4. Resolution Timeline: We aim to resolve complaints within 7 business days of receiving them. If resolution takes longer, we will provide regular updates to the complainant, explaining the reasons for the delay.

5. Communication of Resolution: Once the investigation is complete, we will communicate the resolution to the complainant. If the complaint is upheld, we will outline the corrective measures taken. If the complaint is not upheld, we will provide a clear explanation of our findings.

6. Escalation Procedure: If the complainant is dissatisfied with the resolution, they may request further review. In such cases, the complaint will be escalated to [designated person/department], who will conduct a secondary review.

7. Continuous Improvement: We view complaints as opportunities for improvement. Periodically, we will analyze complaint data to identify trends and areas for enhancement in our products/services and customer experience.

8. Confidentiality: All complaints and the information gathered during the resolution process will be treated with the utmost confidentiality, in accordance with applicable privacy laws.

9. Feedback Loop: We encourage customers to provide feedback on the complaints handling process. This feedback will be used to continually improve our procedures and customer service.

10. Contact Information:

For any questions or concerns regarding our complaints policy, please contact our customer support team through our contact form on https://www.poisonne.com/contact.

Thank you for entrusting us with your feedback. We are dedicated to ensuring a positive experience for all our customers.