Welcome to www.carans.co.uk. We value transparency and strive to provide excellent service. This Terms and Conditions page outlines the site terms, conditions, and procedures for using our online marketplace.

Contacting Customer Support:

• If you have any concerns or complaints, please reach out to our Customer Support team via support@carans.co.uk at the earliest opportunity.
• Provide detailed information regarding the nature of the complaint, including relevant order details and any supporting documentation.

Response Time:

• We aim to acknowledge all complaints within seven business days of receipt and provide an initial response outlining the next steps.

Investigation:

• Our team will conduct a thorough investigation into the complaint to understand the issue and determine an appropriate resolution.

Resolving Complaints

Fair and Timely Resolutions:

• We are committed to resolving complaints fairly, transparently, and promptly.
• Resolutions may include refunds, replacements, repairs, or other appropriate remedies based on the nature of the complaint.

Communication:

• Throughout the resolution process, we will maintain open and clear communication with the complainant, keeping them informed of progress and expected timelines.

Appeals Process

Appealing a Decision:

• If you are dissatisfied with the resolution provided, you have the right to appeal the decision. Clearly state the reasons for your appeal and provide any additional supporting information.

Independent Review:

• An independent review may be conducted to reassess the complaint and resolution. The findings of this review will be final.

Privacy and Confidentiality

Data Protection:

• All information shared during the complaints process will be handled per our Privacy Policy.

Confidentiality:

• We respect the confidentiality of all parties involved in the complaints process and will only share information with individuals directly involved in the resolution.

Feedback

We welcome feedback on our complaints-handling process. Your insights help us continuously improve our services. Please feel free to share your feedback via support@carans.co.uk.

Changes to Terms and Conditions

Carans reserves the right to update or modify these Complaints Terms and Conditions. Users will be notified of any changes, and the latest version will be available on our website.

Thank you for your trust and understanding. We are committed to providing a positive experience for all users on www.carans.co.uk.