Zuri Legacy Haus is committed to providing a fair, transparent, and responsive system for addressing customer concerns. This Grievance Redressal and Customer Support Policy explains how customers can raise complaints, how those complaints are handled, and the expected resolution timelines.
Purpose of This Policy
The purpose of this policy is to:
- Protect consumer rights
- Ensure prompt handling of customer complaints
- Maintain transparency and accountability in customer support
- Comply with applicable consumer protection and e-commerce regulations
Scope
This policy applies to all users of zurilegacyhaus.com, including customers purchasing artworks, handcrafted products, DIY craft materials, or custom-made items through the platform.
How to Submit a Complaint
Customers may raise a complaint or grievance related to:
- Orders and deliveries
- Product quality or accuracy
- Payments or refunds
- Account or website issues
- Any other service-related concern
All complaints should be sent via email to:
support@zurilegacyhaus.com
When submitting a complaint, customers are encouraged to include:
- Full name
- Order number (if applicable)
- A clear description of the issue
- Supporting documents or images (if relevant)
Complaint Handling Process
- Acknowledgement
All complaints are acknowledged within 48 business hours of receipt. - Review & Investigation
The customer support team reviews the issue and may contact the customer for additional information if required. - Resolution
Appropriate action is taken based on the nature of the complaint, which may include clarification, correction, replacement, refund processing, or technical assistance.
Resolution Timelines
- Most complaints are resolved within 7 to 14 business days
- Complex issues requiring third-party coordination may take longer, in which case the customer will be informed of the expected timeline
Escalation Process
If a customer is not satisfied with the initial resolution:
- The complaint may be escalated internally for further review
- Additional evaluation will be conducted to ensure fairness and compliance
Customers may request escalation by replying to the original support email thread with a clear escalation request.
Fair Use of the Grievance System
Zuri Legacy Haus reserves the right to decline complaints that are abusive, misleading, repetitive, or not submitted in good faith.
Policy Updates
This policy may be updated periodically to reflect legal, operational, or regulatory changes. Updates will be posted on this page.