Last Updated: 25/10/2024
At Zoltum, we are committed to ensuring a positive shopping experience and promptly addressing any concerns that may arise. This Dispute Resolution Policy outlines the steps for resolving any issues or disputes that customers may have with their orders or our services. For additional support, please contact us at [email protected] .
1. Scope of Dispute Resolution Policy
- This policy applies to disputes arising from orders, payments, returns, or any other transactions conducted through our website.
- By using our website or making a purchase, you agree to the terms of this Dispute Resolution Policy.
2. Initial Steps for Dispute Resolution
- Contact Customer Support: We encourage customers to contact our Customer Support team directly at [email protected] if they encounter any issues. Most concerns can be resolved quickly through open communication.
- Provide Relevant Information: To facilitate a swift resolution, please provide all relevant details, including order number, product information, a description of the issue, and any supporting documentation (e.g., receipts or photos).
- Resolution Process
- Acknowledgement: We will acknowledge receipt of your dispute within 2 business days and provide a case reference number for tracking.
- Investigation: Our team will thoroughly investigate the issue. This may include reviewing order details, checking delivery records, or contacting third-party service providers.
- Proposed Resolution: We will provide a proposed resolution within 7-10 business days after receiving all necessary information. Depending on the issue, resolutions may include a refund, replacement, repair, or other appropriate solutions.
4. Escalation
- If you are unsatisfied with our initial response, you may escalate the dispute by requesting a review from a manager or senior team member. We aim to resolve escalated cases within 5 business days.
- If a resolution cannot be reached through our internal processes, you may consider alternative dispute resolution options as described below.
5. Alternative Dispute Resolution (ADR)
- For unresolved disputes, you may be eligible to pursue an Alternative Dispute Resolution (ADR) method. ADR allows for a neutral third party to mediate between you and our company, working towards an amicable solution.
- We agree to engage in mediation if you request it. Mediation services are available through the following:
- UK Retail Ombudsman
- Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015
- Please note: Both parties must agree to participate in ADR, and there may be associated fees depending on the provider.
6. Governing Law and Jurisdiction
- This policy and any disputes arising from transactions on our website are governed by the laws of England and Wales.
- If mediation is unsuccessful, disputes may be brought before the courts of England and Wales for resolution.
7. Chargebacks and Payment Disputes
- If you initiate a chargeback with your payment provider without first attempting to resolve the issue directly with us, we may challenge the chargeback. To avoid unnecessary delays, we recommend contacting us first to address any concerns.
- Unresolved chargebacks may lead to restricted access to your account or future purchases.
8. Changes to This Dispute Resolution Policy
- We may update this policy periodically to reflect changes in our processes or legal requirements. Any updates will be posted on this page with an updated “Last Updated” date.
- We encourage customers to review this page regularly to stay informed about our dispute resolution procedures.
9. Contact Us
- For any questions about this Dispute Resolution Policy or assistance with a dispute, please reach out to us at [email protected] . Our team is here to help and committed to resolving any issues promptly.
Thank you for choosing Zoltum. We are dedicated to maintaining your satisfaction and addressing any concerns you may have with professionalism and fairness.