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Yubotanics – Complaints Policy

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At Yubotanics, we are committed to delivering high-quality products and a seamless customer experience. If something falls short, we want to know. This Complaints Policy outlines how you can raise a concern, how we handle complaints, and what you can expect from us.

We take all complaints seriously, and we treat them as an opportunity to improve our service, formulations, and operational processes.

1. Our Commitment

We aim to:

  • Acknowledge complaints promptly

  • Handle issues fairly, transparently, and without bias

  • Resolve matters as quickly as possible

  • Keep you informed throughout the process

  • Use feedback to enhance our products and customer experience

We operate with a customer-first mindset across all interactions.

2. What This Policy Covers

You can raise a complaint about:

  • Product quality or performance

  • Damaged, defective, or incorrect items

  • Delivery delays or courier issues

  • Website functionality concerns

  • Customer service interactions

  • Any part of your shopping experience

For returns and faulty products, please refer to our Returns & Refunds Policy alongside this page.

3. How to Make a Complaint

You can submit a complaint by contacting us at:

Email: support@yubotanics.com

To help us resolve your issue efficiently, please include:

  • Your full name

  • Order number (if applicable)

  • A clear description of the issue

  • Any supporting photos/videos (for damaged or faulty items)

  • Preferred contact method

We aim to acknowledge all complaints within 1–2 working days.

4. How We Handle Your Complaint

Once your complaint is received:

Step 1 – Acknowledgement

We will confirm receipt and assign your case to a customer support representative.

Step 2 – Investigation

We review:

  • Order history

  • Product details

  • Courier tracking

  • Internal logs or system data

  • Any supporting evidence you have provided

If more information is needed, we’ll contact you directly.

Step 3 – Resolution

We aim to provide a clear outcome within 3–5 working days, which may include:

  • A replacement product

  • A refund

  • Store credit

  • Further clarification or guidance

  • Escalation to a manager if required

For complex cases, we will keep you updated on progress.

5. Escalation Procedure

If you are dissatisfied with the initial response, you may request escalation.

Your complaint will then be reviewed by a senior team member, who will:

  • Reassess the issue

  • Review all prior communications

  • Provide a final decision

We aim to complete escalations within 5–7 working days.

6. Product Safety Concerns

If your complaint relates to:

  • Allergic reactions

  • Sensitivity issues

  • Unexpected product behaviour

  • Potential safety concerns

We may request:

  • Photos

  • Batch numbers

  • A description of symptoms

  • Details of how the product was used

Safety comes first. If required, we will escalate the matter to our product safety assessor.

7. Fair Usage & Abusive Behaviour

We treat all customers respectfully and expect the same in return.
We may refuse service or communication if a customer engages in:

  • Abusive or threatening language

  • Fraudulent claims

  • Misuse of products

  • Repeated complaints without reasonable cause

This ensures a safe environment for both our customers and team.

8. Continuous Improvement

All complaints are logged and periodically reviewed to identify:

  • Common issues

  • Potential product improvements

  • Packaging or courier vulnerabilities

  • Customer service enhancements

Your feedback actively shapes our evolution as a brand.

9. Contact Us

If you wish to raise a complaint or discuss a previous submission, please contact:

Email: support@yubotanics.com
Response time: typically 24–48 working hours