Complaints Policy

Last updated: 12.05.2026 Feline Maison | www.felinemaison.com | support@felinemaison.com

1. Our Commitment

At Feline Maison, we hold ourselves to a high standard, in the products we sell and in the service we provide. We take every complaint seriously and treat it as an opportunity to improve.

If something has gone wrong, we want to hear about it. We are committed to resolving every complaint fairly, transparently, and as quickly as possible.

2. What Counts as a Complaint?

A complaint is any expression of dissatisfaction, whether about a product, a delivery, our customer service, or any other aspect of your experience with Feline Maison.

This includes, but is not limited to:

  • A product that arrived damaged, defective, or different from what was described
  • A delivery that was delayed, lost, or mishandled
  • Dissatisfaction with how a previous enquiry or return was handled
  • A concern about our website, policies, or communications
  • Any other experience that did not meet your reasonable expectations

3. How to Make a Complaint

Step 1, Contact us directly

The fastest way to raise a complaint is by emailing us at:

support@felinemaison.com

Please include the following information to help us resolve your complaint as quickly as possible:

  • Your full name
  • Your order number
  • A clear description of your complaint
  • Any relevant photographs or documentation (where applicable)
  • Your preferred resolution (refund, replacement, explanation, etc.)

We aim to acknowledge all complaints within 24 hours and provide a full response within 5 working days, Monday to Friday.

4. Our Complaints Process

Once we receive your complaint, here is what happens:

Stage

Timeframe

What We Do

Acknowledgement

Within 24 hours

We confirm receipt of your complaint and assign it to a team member

Investigation

Within 3 working days

We review all relevant information, order details, correspondence, photographs

Resolution

Within 5 working days

We provide a full response with our proposed resolution

Follow-up

Within 2 working days of resolution

We confirm you are satisfied with the outcome

If your complaint is more complex and requires additional time to investigate, we will notify you within 5 working days and keep you informed of our progress throughout.

5. Possible Resolutions

Depending on the nature of your complaint, our resolution may include:

  • A full or partial refund to your original payment method
  • A free replacement product
  • A goodwill gesture where appropriate
  • A detailed explanation of what happened and what we have done to prevent it recurring
  • A combination of the above

We will always aim to offer the resolution that best addresses your specific situation, fairly and without unnecessary delay.

6. If You Are Not Satisfied With Our Response

We genuinely hope to resolve every complaint directly and to your satisfaction. However, if you feel that we have not adequately addressed your concern, you have the right to escalate your complaint through the following channels:

Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint to your satisfaction, you may refer it to an independent Alternative Dispute Resolution (ADR) provider. ADR is a free or low-cost process that allows disputes to be resolved without going to court.

For further information on ADR options available to UK consumers, please visit:

  • Citizens Advice Bureau: citizensadvice.org.uk
  • Retail ADR: retailadr.org.uk

Online Dispute Resolution (ODR)

You may also use the European Commission's Online Dispute Resolution platform, available at:

  • ec.europa.eu/consumers/odr

Trading Standards

If you believe a law has been broken, for example, in relation to product safety, misleading descriptions, or your consumer rights, you can report this to your local Trading Standards authority via the Citizens Advice consumer helpline:

  • 0808 223 1133 (free from landlines and mobiles)
  • citizensadvice.org.uk

Your Statutory Rights

Nothing in this Complaints Policy affects your statutory rights as a UK consumer. These include, but are not limited to, your rights under:

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Equality Act 2010

7. Learning From Complaints

Every complaint we receive is logged and reviewed by our team. We use this feedback to:

  • Identify recurring issues with specific products or processes
  • Improve our customer service and communications
  • Update our policies where necessary
  • Hold our suppliers and carriers to a higher standard

We believe that a complaint handled well is an opportunity to build lasting trust with our customers.

8. Contact Us

For all complaints and concerns:

Email: support@felinemaison.com Address: PRZ Capital LLC, Feline Maison, 704 Wallace St, Suite 611, Clovis, NM 88101, USA Response time: Acknowledgement within 24 hours, full response within 5 working days, Monday to Friday