Complaints and Claims Procedure
Consumer Protection - Auric
1. Introduction
At Auric, we are committed to providing exceptional customer service. This procedure outlines the steps for submitting and resolving complaints and claims in accordance with Spanish consumer protection laws (Real Decreto Legislativo 1/2007).
2. Types of Complaints
1 Product Quality Issues
Defective products, incorrect items received, or quality not as described.
2 Delivery Problems
Late deliveries, missing items, or damaged during shipping.
3 Billing and Payment Issues
Incorrect charges, duplicate billing, or payment processing errors.
4 Customer Service
Unsatisfactory service experiences or communication issues.
3. Step-by-Step Complaint Procedure
Step 1: Direct Resolution
Contact our customer service team immediately for quick resolution:
- Email: contact@myaurorachic.com
- Response Time: Within 24 hours
- Resolution Goal: 3 business days
Step 2: Formal Complaint Submission
If not satisfied with initial resolution, submit a formal complaint including:
- Complete personal information
- Detailed description of the issue
- Order number and date
- Supporting documents (photos, emails, etc.)
- Desired resolution
Step 3: Internal Review
Our quality team will conduct a thorough investigation:
- Review Period: 5-10 business days
- Communication: Regular updates provided
- Documentation: All interactions recorded
Step 4: Resolution Proposal
We will present a formal resolution proposal:
- Replacement of defective products
- Full or partial refund
- Store credit or discount
- Other mutually agreeable solutions
4. Response Timeframes
5. Alternative Dispute Resolution
If we cannot resolve your complaint internally, you may contact:
Spanish Consumer Arbitration System
Junta Arbitral de Consumo
Sistema arbitral de consumo para la resolución de conflictos
www.consumo-arbitraje.es
EU Online Dispute Resolution Platform
ODR Platform
https://ec.europa.eu/consumers/odr/
For cross-border disputes within the EU
6. Consumer Rights Information
Under Spanish consumer law, you have the right to:
- Clear and accurate information about products and services
- Protection against unfair commercial practices
- Legal guarantee of conformity (2 years for new products)
- Right of withdrawal (14 calendar days)
- Access to free dispute resolution mechanisms
7. Documentation and Record Keeping
We maintain complete records of all complaints for:
- Legal Compliance: 6 years as required by Spanish law
- Quality Improvement: Anonymous data for service enhancement
- Consumer Protection: Evidence of compliance with legal obligations
8. Contact Information
Customer Service Department
Email: contact@myaurorachic.com
Phone: +34 91 123 4567
Hours: Monday-Friday, 9:00-18:00 CET
Quality and Complaints Department
Email: calidad@myaurorachic.com
Postal: Ctra. N-III, Km 17.500, Salida Rivas Oeste Urbanizaciones, 28529, Madrid, Spain
Emergency Contact: For urgent issues outside business hours, use our online contact form with "URGENT" in the subject line.
Last updated: January 2024