Complaints & Customer Support Policy
Last updated: January 2026
1. Introduction
Purpose of the Complaints Policy:
At Ultra Pure Shilajit, we are committed to delivering exceptional customer service and ensuring that our customers are fully satisfied with their experience. This policy outlines the steps for submitting, handling, and resolving complaints.
Commitment to Customer Satisfaction:
Your feedback is essential for us to improve our services. We value all customer concerns and are dedicated to providing timely and efficient resolutions. We aim to resolve all issues fairly and promptly.
2. What Constitutes a Complaint
A complaint is defined as any issue or concern you may have regarding:
Product-Related Issues: This includes concerns about the quality, condition, or description of our products.
Service or Delivery Concerns: Issues related to the delivery time, shipping problems, or customer service interactions.
3. How to Submit a Complaint
To ensure we address your complaint quickly and accurately, please provide the following details:
Order Details: Include your order number, date of purchase, and any other relevant order information.
Issue Description: Clearly describe the nature of the complaint, including any problems with the product, service, or delivery.
You can submit your complaint using the following contact methods:
4. Complaint Handling Process
Acknowledgement Timeframe:
We aim to acknowledge all complaints within 2 business days of receipt.
Investigation Steps:
Once a complaint is acknowledged, we will begin investigating the issue promptly. This may involve reviewing your order history, assessing the product in question, and discussing the issue with relevant departments.
5. Resolution Timeframes
Expected Response Times:
We aim to provide a resolution or update within 5 business days. Some issues may take longer to resolve, in which case we will keep you informed of the progress.
Escalation Process:
If you are not satisfied with the initial response, your complaint can be escalated to a higher level within our team for further investigation. We strive to resolve all complaints at the earliest possible stage.
6. Possible Outcomes
Once your complaint is reviewed and investigated, we may offer one or more of the following resolutions:
Refunds: If the product is found to be faulty or not as described, a full refund may be issued.
Replacements: In the case of damaged or defective products, we may offer a replacement.
Other Resolutions: Depending on the nature of the complaint, we may offer alternative solutions such as discounts, store credits, or other remedies.
7. Unresolved Complaints
If you are not satisfied with the resolution or the outcome of the complaint, you have the option to escalate the matter further. This may include:
Further Escalation Options: Contacting higher management for further review.
External Dispute Resolution: If the complaint cannot be resolved internally, you can seek external dispute resolution through a relevant authority. You may refer to the UK’s Citizens Advice Bureau for guidance on dispute resolution: Citizens Advice Bureau.
8. Record Keeping
All complaints and the outcomes are logged and reviewed periodically to ensure transparency and improvement. We maintain a secure record of each complaint for review and analysis.
9. Continuous Improvement
We view complaints as valuable feedback. Each complaint is an opportunity for us to learn and improve our services. We use the insights from customer feedback to enhance our product quality, shipping, and customer service.
10. Contact Information
For any complaints or customer support inquiries, please contact us via:
We are committed to resolving your concerns and ensuring a positive experience with Ultra Pure Shilajit.
