Complaints & Dispute Resolution Policy

Complaints & Dispute Resolution Policy

This Complaints & Dispute Resolution Policy sets out how WheelyNerdy (“we”, “us”, “our”) handles customer complaints and disputes.


Business Details

WheelyNerdy

12 Hills Close

Sporle

King’s Lynn

Norfolk

PE32 2DY

United Kingdom

Email: info@wheelynerdy.co.uk

 

1. Purpose

1.1 The purpose of this policy is to ensure that all complaints are handled fairly, consistently, and promptly.

1.2 We are committed to resolving customer concerns in a transparent and professional manner.

 

2. Submitting a Complaint

2.1 Customers who wish to make a complaint should contact us by email at info@wheelynerdy.co.uk.

2.2 Complaints should include:

 

  • The customer’s full name and order number

  • A description of the complaint

  • Any supporting documentation (e.g. photographs of damaged goods)

 

3. Acknowledgement and Response

3.1 We will acknowledge receipt of a complaint within 5 working days.

3.2 We aim to provide a full response or update within 14 working days of acknowledgement.

 

4. Resolution

4.1 We will seek to resolve complaints by offering one or more of the following remedies, where appropriate:

 

  • Replacement of goods

  • Refund in accordance with our Returns Policy

  • Store credit

  • Other remedial action agreed with the customer

 

5. Escalation

5.1 If the customer is dissatisfied with the outcome, they may request further review by a senior member of our team.

5.2 Customers also have the right to refer disputes to UK Trading Standards or an Alternative Dispute Resolution (ADR) body.

 

6. Governing Law

6.1 This Complaints & Dispute Resolution Policy shall be governed by and construed in accordance with the laws of England and Wales.

6.2 Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.