Complaint Handling

Complaint Handling Procedure

At Hezorian, we are committed to providing high-quality products and services. However, if you are dissatisfied with any aspect of your experience, we encourage you to let us know. This page outlines our procedure for handling complaints effectively and efficiently.

How to Make a Complaint

If you wish to make a complaint, please contact us via email at hezorian@outlook.com. Alternatively, you can reach us by phone at 77 3212 2836 during our support hours, Monday to Friday, 9 AM to 5 PM GMT.

Please include the following information in your complaint:

  • Your name and order number (if applicable)
  • A clear description of the issue
  • The outcome you are seeking
  • Any supporting evidence (e.g., photos, screenshots)

What Happens Next

We aim to acknowledge your complaint as promptly as possible. We will investigate your complaint thoroughly and aim to provide a full response within 2 business days. If your complaint is complex and requires more time, we will let you know and provide a revised timeline.

Escalation

If you are not satisfied with our initial response, you may request escalation to a senior member of our team. Please contact us again at hezorian@outlook.com or call us at 77 3212 2836. We will review the escalated complaint and respond within 2 business days.

Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may wish to consider alternative dispute resolution (ADR). ADR is a process where an independent body considers the facts of a dispute and seeks to resolve it without going to court. You can find a list of certified ADR providers at: https://www.tradingstandards.uk/.

You can also contact Citizens Advice consumer service at https://www.citizensadvice.org.uk/consumer/ or call 0808 223 1133 for free, impartial advice.

Returns and Faulty Goods

If your complaint relates to a return, cancellation, or faulty item, please refer to our Returns, Cancellation & Refund Policy for specific processes and timescales.

Last Updated: May 2026