COMPLAINTS & DISPUTE RESOLUTION POLICY

1. Our Commitment

SIQ PETRA handles complaints professionally and impartially and seeks to resolve them within a reasonable period while preserving the rights of both customers and suppliers.

2. Submitting a Complaint

Complaints may be submitted to info@siqpetra.com or through customer-service channels. The complainant should include their name, contact details, order number, a description of the issue, and any relevant photographs or documents.

3. Reference Number

The customer-service system should assign each complaint a reference number or Ticket ID so that communications and decisions are maintained in a clear record.

4. Verification and Investigation

SIQ PETRA may review order, payment, shipping, delivery, and communications records, request a response from the relevant supplier or carrier, and request additional information from the customer where reasonably necessary.

5. Timeframes

We aim to acknowledge receipt of a complaint within 2 business days and, where possible, provide an initial response or decision within 10 business days. Complex matters may require additional time, in which case the customer will be informed of the status. These operating timeframes do not restrict any mandatory legal right or limitation period.

6. Possible Remedies

A resolution may include correction of the order, replacement, refund, a documented explanation of the decision, or referral of the matter to the supplier, carrier, or payment provider, with SIQ PETRA following up according to each party’s responsibility.

7. Amicable Resolution

SIQ PETRA seeks to resolve disputes amicably where appropriate, without preventing any party from exercising legal rights or approaching a competent authority.

8. Consumer Protection

Nothing in this Policy prevents a customer from submitting a complaint to the Consumer Protection Directorate or another competent authority, or from bringing proceedings before the competent courts in accordance with law.

9. Privacy Complaints

Complaints relating to privacy or personal data are handled in accordance with the Privacy Policy and applicable personal-data legislation and may be sent to info@siqpetra.com.

10. No Retaliation

A customer account will not be restricted merely because the customer submits a legitimate complaint in good faith. SIQ PETRA may take appropriate action in response to misuse, fraud, threats, or falsified information.