Complaints

Complaint process: In the case of a product complaint, a two-year complaint period applies from the date of purchase.

 – describe the issue with the product, the circumstances under which the damage/defect occurred, and attach evidence of the problem in the form of a photo. You will receive a response to this email within 14 business days. 

Complaint Submission: Before returning the product, please email us with the subject line: COMPLAINT and your order number to: smile@fredzlavf.com. The complaint includes the description of the product defect, and any supporting evidence (e.g., photos).

Complaint Receipt Confirmation: Upon receiving the complaint, the company sends a confirmation of receipt to the customer along with information about the next steps.

Complaint Assessment: The complaints team analyzes the complaint and evaluates the product defect. In some cases, it may be necessary to return the product to the company for further analysis.

Complaint Resolution: After assessing the product defect, the company makes a decision regarding the complaint. This could involve replacing the product with a new one, repairing the faulty product, issuing a refund, or providing another form of compensation.

Customer Notification: The customer is informed of the decision regarding the complaint. If the decision is positive, the company takes appropriate action to provide compensation or replace the product.

Conclusion of the Process: The complaint process concludes when the customer is satisfied with the company’s decision or when both parties reach an agreement on how to resolve the issue.

It is important for the company to ensure transparency and promptness in the complaint resolution process and to operate in accordance with applicable consumer protection laws.