Dispute Procedureat Cool-Hause
- Introduction
- At Cool-Hause, we are committed to providing our customers with high-quality second-hand DJ equipment. However, we understand that disputes may occasionally arise. This document outlines our dispute procedure to ensure fair and prompt resolution of any issues.
- Initial Steps
- 1 Contact Customer Support
- Customers must contact our customer support team within 14 days of receiving the item to raise any disputes.
- Contact can be made via email at info@cool-hause.com
- Provide your order number, a detailed description of the issue, and any supporting evidence (e.g., photos, videos).
- 2 Acknowledge Receipt of Dispute
- Our customer support team will acknowledge receipt of the dispute within 2 business days.
- Investigation
- 1 Review of Evidence
- The support team will review the submitted evidence and may request additional information if necessary.
- 2 Technical Assessment
- For disputes related to the functionality of the equipment, our technical team may assess the item.
- 3 Communication
- We will keep you informed throughout the investigation process. Expect regular updates on the status of your dispute.
- Resolution
- 1 Possible Outcomes
Depending on the investigation, the following resolutions may be offered:
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Repair: If the item can be repaired, we will arrange for the repair at no cost to you.
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Replacement: If repair is not feasible, we will offer a replacement item of similar value and condition.
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Refund: If neither repair nor replacement is possible, we will issue a full or partial refund, depending on the nature of the dispute.
- 2 Customer Agreement
- Once a resolution is proposed, we will seek your agreement. The agreed resolution will be implemented promptly.
- Return Process
- 1 Return Authorization
- If a return is necessary, we will provide a Return Authorization Number (RAN) and instructions for shipping the item back to us.
- 2 Shipping Costs
- For disputes found to be valid, we will cover the shipping costs. If the dispute is not upheld, the customer may be responsible for return shipping.
- Final Steps
- 1 Resolution Confirmation
- After the resolution is implemented (repair, replacement, or refund), we will confirm with you that the dispute has been resolved to your satisfaction.
- 2 Feedback
- We value your feedback and may ask you to complete a brief survey regarding your dispute resolution experience.
- Escalation
- 1 Internal Review
- If you are not satisfied with the resolution, you may request an internal review by a senior manager.
- 2 External Mediation
- As a last resort, disputes can be referred to an independent mediation service. We recommend the UK Consumer Mediation Service.
- Contact Information
- For any questions or further information, please contact our customer support team:
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Email: info@cool-hause.com
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Address: 10 Corporation Road, Newport, Wales, NP19 0AR
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Note: This dispute procedure is in accordance with the UK Consumer Rights Act 2015 and other relevant legislation. Your statutory rights are not affected.
- By following these steps, we aim to ensure a fair and efficient resolution to any disputes, maintaining the trust and satisfaction of our valued customers.
