Customer Complaint Policy

Our Commitment

At Sensory Toys 4 U Retail LTD, we are dedicated to providing high-quality sensory toys and equipment that

support development, inclusion, and enjoyment for children and adults with sensory needs. We value every

customer and take complaints seriously to ensure continuous improvement of our products and services.

Purpose of This Policy

This policy outlines how customers can raise concerns or complaints and how we handle those complaints

fairly, efficiently, and consistently.

What Is a Complaint?

A complaint is defined as any expression of dissatisfaction regarding:

- A product or service provided by Sensory Toys 4 U Retail LTD

- Delivery, packaging, or condition of a received order

- Customer service interaction

- Accessibility or usability of our online or retail experience

How to Make a Complaint

You can submit a complaint in one of the following ways:

- Email: chris@sensorytoys4u.co.uk

- Post: Sensory Toys 4 U Retail LTD, Unit 45 The Base, Dartford Business Park, Dartford, DA1 5FS

Please include the following in your complaint:

- Full name and preferred contact details

- Order number (if applicable)

- Description of the issue

- Supporting evidence (photos, videos, or documentation)

- Preferred resolution (e.g., replacement, refund)Customer Complaint Policy

Our Complaint Handling Process

- Acknowledgement: We will confirm receipt of your complaint within 2 working days.

- Assessment: Our team will review your complaint and may request additional details.

- Resolution: A full response will be provided within 5-10 working days. If further investigation is required, we

will notify you of any delays and expected timeframes.

- Follow-Up: If applicable, we may follow up to ensure you are satisfied with the resolution.

Possible Outcomes

Depending on the nature of your complaint, we may offer:

- A replacement item

- Full or partial refund

- Product exchange

- Advice, troubleshooting, or support

- Internal review and improvement actions

Confidentiality and Record Keeping

All complaints are handled confidentially, and customer data is protected in accordance with UK GDPR. We maintain complaint records for auditing, service improvement, and legal compliance.

Review and Improvements

We regularly review complaints and outcomes to identify trends and make service improvements. Feedback is

shared internally to enhance the customer experience and product quality.

Contact Us

For questions about this policy or to provide general feedback, please contact us at:

Email: help@sensorytoys4uretail.com