1. How to Contact Us
Customers may submit complaints via: – Email: contact@duraxis.co.uk – Website contact form (if applicable).

2. Response Time
We aim to acknowledge complaints within 24 hours and resolve them within 3 working days.

3. Investigation Process
We review the order details, delivery records, and customer evidence to reach a fair resolution.

4. Remedies
Where appropriate, we may offer: – Refunds – Replacement products – Store credit

5. Escalation
If a customer is unsatisfied with the outcome, they may request further review by a senior team member.