Complaints Policy
Effective Date: April 2025
At Lodge Regalia, we strive to provide excellent products and outstanding customer service. We value our customers’ feedback—positive or negative—and view complaints as an opportunity to improve.
This policy outlines how we handle customer complaints and what you can expect from us throughout the process.
1. Purpose
The purpose of this policy is to:
- Provide a clear process for lodging a complaint
- Ensure complaints are handled promptly, fairly, and professionally
- Improve our products, services, and customer experience based on feedback
2. What Qualifies as a Complaint?
A complaint is any expression of dissatisfaction about:
- A product purchased from Lodge Regalia
- Our customer service or delivery experience
- Our policies, communication, or conduct
- Any other aspect of your interaction with us
3. How to Make a Complaint
You can submit a complaint through one of the following methods:
Email:
Send your complaint to info@lodgeregalia.com with the subject line “Complaint – [Your Order Number]”.
Phone:
Call our customer support team on the phone number on our Contact Us page..
To help us resolve your complaint quickly, please provide:
- Your full name and contact details
- Your order number (if applicable)
- A detailed description of the issue
- Any supporting documents or photos (if relevant)
4. What Happens Next?
Once we receive your complaint:
- Acknowledgement – We will acknowledge receipt of your complaint within 2 business days.
- Investigation – We’ll review your case thoroughly, which may include speaking to relevant team members, reviewing order details, or requesting more information from you.
- Response – You will receive a formal response within 7 business days. If further time is needed, we will notify you of the delay and expected resolution date.
- Resolution – If your complaint is upheld, we will offer an appropriate remedy such as a refund, replacement, store credit, or an apology.
5. Escalating a Complaint
If you are not satisfied with the outcome, you may request that the complaint be escalated to a senior manager for further review. Please reply to the original complaint response indicating that you wish to escalate.
6. Continuous Improvement
We regularly review complaints to identify trends, improve training, and enhance our policies, products, and services. Your feedback genuinely helps us improve.
7. Contact Us
For any questions, concerns, or requests related to this Complaints Policy, please see our Contact Us page.