Complaints Policy — ECIGARUS NL LTD

Last updated: 04/01/2026

ECIGARUS NL LTD is committed to providing excellent customer service. If something goes wrong, we want to resolve it quickly, fairly, and transparently. This Complaints Policy explains how you can raise a concern and how we handle complaints.

1. How to Make a Complaint

If you are unhappy with a product or service, you can contact us by:

• Email: support@ecigarus.com
• Post: ECIGARUS NL LTD, 217 Main Street, Bellshill, ML4 1AJ, Scotland

Please include:

• Your name
• Order number (if applicable)
• A description of the issue
• Any supporting photos or evidence

2. What We Do When We Receive a Complaint

We aim to:

• Acknowledge your complaint within 2 working days
• Provide a full response within 5–10 working days
• Keep you updated if more time is needed

We will investigate the issue thoroughly and fairly.

3. Possible Outcomes

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

• A replacement product
• A refund
• Store credit
• An explanation or clarification
• Steps we will take to prevent the issue happening again

4. Escalation

If you are not satisfied with the outcome, you can request that your complaint be reviewed by a senior member of our team.

We will reassess the case and provide a final response.

5. Your Consumer Rights

This Complaints Policy does not affect your statutory rights under UK consumer law.