Raising a Concern

As part of our ongoing commitment as a B Corp certified business, we believe in operating with transparency, accountability, and care. If you have a concern relating to ECOYA’s products, practices, or impact, we encourage you to contact us directly.

Please email hello@ecoya.com with details of your concern. Our team will review it and ensure it is directed to the appropriate team for consideration and response.

We are committed to addressing all concerns in a fair, respectful and transparent manner.

Ecoya Customer Grievance Policy

What Is a Grievance?

A grievance is any concern or complaint raised by a customer relating to Ecoya’s products, services, delivery, customer service, or any interaction with our business.

How to Lodge a Grievance Customers are encouraged to contact us as soon as possible if they have a concern. Grievances can be submitted via the Contact Us Form on our website.

To help us investigate effectively, please include:

• Your name and contact details
• Order number (if applicable)
• A clear description of the issue and any supporting information

Our Grievance Handling Process

Once a grievance is received, we will:

1. Acknowledge receipt of the grievance within 2 - 5 working days.
2. Review and investigate the matter fairly and objectively.
3. Provide a response outlining our findings and any proposed resolution.

Where possible, we aim to resolve grievances promptly. Some matters may take longer depending on their complexity, but we will keep customers informed throughout the process.

Resolution

Our goal is to resolve grievances in a way that is fair and reasonable for all parties. This may include:

• Providing additional information or clarification
• Offering a repair, replacement, refund, or credit where appropriate
• Taking corrective action to prevent similar issues from occurring

Escalation

If a customer is not satisfied with the outcome of their grievance, they may request that the matter be reviewed further. We encourage open communication and will make all reasonable efforts to reach a satisfactory resolution.

Privacy and Confidentiality

All grievances will be handled respectfully and confidentially. Personal information will be used only for the purpose of investigating and resolving the grievance, in accordance with our Privacy Policy.

Continuous Improvement

We view grievances as an opportunity to improve our products and services. Feedback is reviewed regularly to identify trends and areas for improvement.