Complaints Policy

Last updated: 21 September 2026

This Complaints Policy explains how EMIRIX GLOBAL LTD, trading as Emirix Store, handles customer complaints about products, orders, payments, delivery, returns or customer service.

1. Our commitment

We aim to provide accurate product information, reliable customer support, clear delivery information and a fair process for handling complaints.

We treat complaints seriously and aim to investigate them fairly, consistently and within a reasonable time.

2. What can you complain about?

You may contact us about:

• A faulty, damaged or incorrect product.
• A product that does not match its description.
• A missing, delayed or incorrectly delivered order.
• A payment or refund problem.
• A return or cancellation issue.
• Product-safety concerns.
• Customer-service concerns.
• Any other issue relating to your order or use of our website.

3. How to make a complaint

Please send your complaint by email to:

info@emirixstore.shop

Please include:

• Your full name.
• Order number, if applicable.
• Email address used at checkout.
• Delivery postcode.
• A clear description of the complaint.
• The outcome or remedy you are requesting.
• Photographs, video or other evidence where relevant.

Please do not send complete payment-card numbers, passwords, security codes or other sensitive payment information by email.

4. Acknowledgement

We aim to acknowledge complaints within 1–2 business days.

We may ask for additional information if we need it to investigate the matter. A delay in receiving requested information may affect the time required to complete our review.

5. Investigation

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

• Order and payment records.
• Product descriptions and photographs.
• Delivery and tracking information.
• Photographs or video supplied by the customer.
• Information from a courier, supplier or fulfilment partner.
• Relevant return, refund or cancellation details.

We may share the minimum information reasonably required with a courier, supplier, fulfilment partner, payment provider or professional adviser to investigate and resolve a complaint.

6. Possible outcomes

Depending on the circumstances, an outcome may include:

• Further information or clarification.
• Replacement of a product.
• Repair where appropriate.
• Refund or partial refund.
• Return instructions.
• Correction of delivery information.
• Additional delivery investigation.
• Product-safety action.
• An explanation of why a requested remedy is not available.

Any remedy will be considered in accordance with the circumstances, our published policies and applicable UK consumer law.

7. Product-safety complaints

If you believe that a product is unsafe, stop using it immediately and contact us at info@emirixstore.shop.

Please include the product name, order number, description of the suspected risk and photographs of the product, packaging or labels where it is safe to do so.

Do not continue using a product to obtain evidence if doing so could create a risk of injury or damage.

We may suspend the product listing, contact the supplier, arrange a replacement or refund, contact affected customers and take other appropriate action.

8. Escalation

If you are not satisfied with our initial response, reply to the original complaint email and ask for the matter to be reviewed.

Please explain which part of the response you believe is incorrect or incomplete and provide any additional information that you want us to consider.

9. Consumer rights

This Complaints Policy does not limit or replace any legal rights you may have under UK consumer law.

For information about returns and refunds, please read our Returns and Refunds Policy.

For information about delivery problems, please read our Shipping and Delivery Policy.

10. Contact details

Email: info@emirixstore.shop
Telephone: +44 7471 608519

Customer support hours are Monday to Friday, 8:00 am to 5:00 pm UK time. We aim to respond within 1–2 business days.