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Terms and Conditions

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern [Divas-n-Dudes Limited] relationship with you in relation to this website.

The term ‘[Divas-n-Dudes Limited]’ or ‘us’ or ‘we’ refers to the owner of the website.

The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offence.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

You may not create a link to this website from another website or document without [Divas-n-Dudes Limited] prior written consent.

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.

All our prices include VAT charged at 20% where applicable.

COMPLAINTS PROCEDURE OF DIVAS-N-DUDES

Divas-n-Dudes views complaints as an opportunity to learn and improve the service they offer their customers, as well as a chance to put things right when a customer is unhappy with a service they have received.

Our policy is:

To provide a fair complaints procedure which is clear and easy to understand.

To publicise the existence of our complaints procedure so that customers know how to contact us in order to make a complaint.

To ensure that everyone at Divas-n-Dudes knows what to do if a complaint is received.

To make sure all complaints are investigated fully, fairly and without undue delay.

To ensure that complaints are resolved amicably, wherever possible, in order to maintain a good relationship with the customer.

To collate information regarding the complaint to enable Divas-n-Dudes to review its procedures in order to improve the service offered in the future.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, relating to any aspect of goods or services supplied by Divas-n-Dudes.

Origin of a Complaint

Complaints may arise from any person or company who is regarded as a customer of Divas-n-Dudes.

A complaint can be received verbally, either in person or over the telephone, via email or in writing.

Confidentiality

All information relating to a complaint against Divas-n-Dudes will be handled sensitively and held in accordance with Data Protection legislation.

Contact details for complaints:

Please forward written complaints to:

Divas-n-Dudes at: Divas-n-Dudes Ltd, Unit 32, Fanton Hall Farm, Arterial Road, Wickford Essex SS12 9JF

or by emailing: sales@divas-n-dudes.co.uk

If you wish to make a verbal complaint, please do so by telephone to 01268 906 294.

Handling Complaints

Complaints received by telephone, or in person, will be recorded.  Where this is not possible, a detailed note will be taken of all the relevant details pertaining to the complaint.

The person who receives a verbal complaint will:

Write down the full facts of the complaint;

Take down the complainant’s name, address and telephone number;

Note down the relationship of the complainant to Divas-n-Dudes. For example, if they are a customer/client/member;

Inform the complainant that we have a complaints procedure;

Inform the complainant what will happen next and how long the procedure will take; and­­

Where appropriate, ask the complainant to send a written account of the complaint by post or email so that the complaint is recorded in the complainant’s own words.

Resolving Complaints

All complaints will be acknowledged by the person handling the complaint and the complainant will be kept informed as to the status of their complaint and when they can expect to receive a reply.

On receipt of a complaint, a full record will be kept of any telephone conversations or written communications.

Ideally, we aim to resolve complaints within a timescale of seven working days.  If this is not possible because a full investigation has not yet been completed, a progress report will be sent to the complainant.

If we, Divas-n-Dudes are unable to resolve a complaint that you make within eight weeks you can take your complaint to The Retail Ombudsman.

This is an independent organisation which specialises in providing an alternative dispute resolution service for consumers and retailers. As a member of the organisation, we are bound by their code of practice and they can be contacted via:

Website: www.theretailombudsman.org.uk

Email: enquiries@theretailombudsman.org.uk

Tel:  02031 3782 68

ODR (online dispute resolution) Platform: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

The following address is our registered office address only, please do not use this address for returning goods to us, you will find our returns address on our returns page.

Registered Office: Broom House, 39-43 London Road, Hadleigh, Benfleet, Essex SS7 2QL

Company Number: 07883166

Place of Registration: England & Wales.

VAT Reg No: 127 0348 35