Complaints Procedure

Our Commitment

At SunAura, we take every customer concern seriously. While we strive to ensure every order reaches you perfectly, we understand that issues can occasionally arise. Our goal is to resolve all complaints fairly, promptly, and with respect.

This procedure explains how to submit a complaint and what you can expect from us in return.

How to Submit a Complaint

Please follow the steps below to submit your complaint:

1. Contact us directly
   Email us at complaints@sunaura.nl or use our contact form. Include your order number, a description of the issue, and any supporting photos or documents.
2. Receive acknowledgement
   We will acknowledge your complaint within 2 business days of receiving it, confirming we have registered it and providing you with a reference number.
3. Review & response
   Our team will investigate your complaint and aim to provide a full response within 14 days. For complex matters, we may contact you to request additional information.
4. Resolution
   We will propose a fair resolution — this may include a replacement, refund, repair, or another remedy appropriate to the situation.

If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint after following the steps above, you have the right to escalate your case to an independent dispute resolution body.

As a consumer in the European Union, you can submit your complaint to the EU Online Dispute Resolution (ODR) platform, which provides an easy and free way to resolve disputes out of court:

Timelines Summary

For your reference, here is a summary of our response commitments:

• — Acknowledgement: Within 2 business days
• — Full response: Within 14 days
• — Complex complaints: Up to 30 days, with interim communication