COMPLAINTS PROCEDURE

OWS Terrariums | Last updated: 19/08/26

We want every customer to have a positive experience. If something has gone wrong with your order or you are unhappy with our products or service, please contact us so that we can understand what happened and try to put things right.

1. How to make a complaint

The easiest way to make a complaint is to contact us by email:

Email: OWSTerrariums@gmail.com

Business: OWS Terrariums

Instagram: OWS Terrariums

You can also contact us through the social media account used to place your order, where appropriate.

2. What to include

To help us investigate your complaint quickly, please provide as much of the following information as reasonably possible:

· Your name.

· Your order number, if available.

· The date of your purchase.

· The terrarium or product concerned.

· A clear description of the problem or concern.

· Photographs or videos where they help demonstrate the issue.

· Any relevant delivery or payment information.

· What you would like us to do to resolve the issue, if you have a particular outcome in mind.

3. What happens after you complain

We will acknowledge your complaint and review the information you provide.

We may need to ask questions or request additional photographs or information, particularly where the complaint concerns plant health, damage during delivery or the condition of a terrarium.

We will consider the circumstances fairly and in accordance with our Terms & Conditions, Returns & Refunds Policy and applicable consumer law.

4. Response times

We aim to acknowledge complaints within 5 working days and provide a full response within 10 working days.

Some complaints may require additional investigation, particularly where they involve delivery providers, product damage or the condition of living plants. If we need longer than 10 working days, we will contact you before this period ends, explain the reason for the delay and provide an updated timeframe.

5. Possible outcomes

Depending on the circumstances, we may offer an appropriate solution such as:

· Advice or troubleshooting.

· Repair or replacement where appropriate.

· A partial refund or price reduction where legally appropriate.

· A full refund where legally appropriate.

· Another reasonable solution agreed with the customer.

The outcome will depend on the circumstances and your statutory consumer rights. We will not use this complaints procedure to remove or restrict rights that cannot legally be excluded.

6. Living plants and terrarium complaints

Our terrariums contain living plants and are designed as evolving ecosystems. Natural changes such as growth, leaf loss, changes in condensation, changes in moss and other changes in appearance are not automatically defects.

If you believe a plant arrived damaged, diseased or otherwise in an unacceptable condition, please contact us promptly and provide photographs so that we can assess the issue.

Where a problem appears to have resulted from care, placement, watering, accidental damage or other customer action after delivery, we may take this into account when assessing the complaint. This does not affect any statutory rights that apply.

7. Delivery complaints

If your terrarium arrives damaged, please contact us as soon as reasonably possible and provide photographs of the packaging, delivery label and damaged item.

Please retain the original packaging until we have advised you what to do.

Delivery-related complaints will be considered alongside our Delivery Policy, Returns & Refunds Policy and applicable consumer law.

8. Escalating a complaint

If you are unhappy with our initial response, please tell us why and we will review the matter again.

As a small business, complaints will normally be handled directly by the business owner or an appropriate person responsible for customer service.

9. External complaints

We will try to resolve complaints directly and fairly. If you remain unhappy and believe your personal information has been handled incorrectly, you may also have the right to complain to the Information Commissioner's Office (ICO).

ICO website: https://ico.org.uk/

10. No retaliation

We will not treat a customer unfairly because they have raised a genuine complaint or exercised a legal consumer right.

11. Contact

Business name: OWS Terrariums