At Zuri Crest Bag, we value our customers and are committed to providing timely and effective support. This Grievance Redressal & Customer Support Policy explains how customers can raise complaints, the process we follow, and our commitment to resolution.

1. Purpose of This Policy

The purpose of this policy is to:

  • Provide a transparent mechanism for addressing customer complaints
  • Ensure all grievances are acknowledged, tracked, and resolved promptly
  • Maintain high standards of customer service and satisfaction
  • Comply with consumer protection guidelines applicable in Ghana

2. Scope

This policy applies to all grievances related to:

  • Orders, payments, and refunds
  • Shipping, delivery, and product returns
  • Account management, data privacy, and security
  • Product quality, defects, or misrepresentation
  • Any other service-related issues encountered while using zuricrestbag.com 

3. How to Lodge a Grievance

Customers can submit complaints via the following channels:

Email:

Required Information:
When submitting a complaint, please provide:

  • Your full name and contact details
  • Order number (if applicable)
  • Detailed description of the grievance
  • Supporting documents or images (for defective/damaged items)

4. Grievance Handling Process

  1. Acknowledgment:
    • Upon receiving your complaint, we will send an acknowledgment within 24–48 hours.
  2. Investigation:
    • Our team will investigate the issue thoroughly, which may include reviewing order details, payment records, or requesting additional information from the customer.
  3. Resolution:
    • We aim to resolve all complaints within 7 business days.
    • For complex cases, we will provide regular updates and an estimated resolution timeline.
  4. Escalation:
    • If a grievance is not satisfactorily resolved, customers can escalate by replying to the acknowledgment email or contacting our support manager directly at info@zuricrestbag.com. 

5. Response Commitments

Zuri Crest Bag commits to:

  • Treating all customer complaints seriously and respectfully
  • Providing clear, timely, and professional responses
  • Offering refunds, exchanges, or other corrective actions where applicable
  • Maintaining records of all grievances and their resolutions for accountability

6. Customer Responsibilities

To help us resolve grievances effectively, customers should:

  • Provide accurate and complete information
  • Respond promptly to our requests for additional details
  • Cooperate with our support team during the resolution process

7. Data Protection & Privacy

All personal information provided in the grievance process will be handled in accordance with our Privacy Policy. We ensure confidentiality and do not share personal details with unauthorized third parties.

8. Feedback & Continuous Improvement

Customer feedback is valuable to us. After resolution, we may request feedback to improve our services, website functionality, and product offerings.

9. Policy Updates

Zuri Crest Bag may update this Grievance Redressal & Customer Support Policy periodically. Updates will be posted on the website, and the latest version will apply to all complaints submitted after the effective date.

10. Contact Information

For all complaints, support requests, or escalations:

Email: info@zuricrestbag.com
Refunds & Settlements: info@zuricrestbag.com
Website: www.zuricrestbag.com
Address – GN-0432-5178 NEAR DZINPA SCHOOL, ARS ROAD, ACCRA, GHANA