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Complaints Procedure

We understand that it can be frustrating if you are not satisfied with our products or services. We want to assist you and provide a suitable solution. You can contact us via email at support@lussommo.com.

Our customer service team will carefully review your complaint and strive to resolve it to your satisfaction. Once we have received your complaint, we will send you a confirmation.

We aim to respond within 14 days of receiving your complaint. If it requires more time, we will notify you accordingly.

If you are not satisfied with the proposed solution, you can submit your dispute to Stichting WebwinkelKeur for mediation. Since February 15, 2016, consumers in the EU also have the option to file complaints via the ODR platform of the European Commission. This platform can be found at http://ec.europa.eu/odr.

Here are the steps we take to handle complaints:

Complaint Handling:

Customer Service: Our dedicated customer service team is ready to assist you through various channels such as phone, email, and social media. We aim to respond promptly to complaints. Complaint Registration: All complaints are carefully recorded, including details such as the nature of the complaint, your contact information, the relevant product, and the date of complaint receipt. Analysis and Escalation: We analyze complaints to identify any patterns or trends. If necessary, complaints are escalated to higher management levels for a swift resolution. Solutions and Compensation: We strive to resolve complaints to your satisfaction. This may include product replacement, refund, vouchers, or other appropriate forms of compensation, depending on the nature of the complaint.