Complaints Policy

Complaints Policy

At Boutique AquaNova, customer satisfaction is very important to us. We take all complaints seriously and treat every concern with care, professionalism, and the aim of continuous improvement.

1. Submitting a Complaint

If you are dissatisfied with any part of your experience—whether it relates to a product, service, communication, or delivery—we encourage you to let us know.

Please send your complaint to:

📧 shipping@boutiqueaquanova.com
Subject Line: Complaint – [Order Number or Topic]

Include:

  • Your name and order number (if applicable)

  • A clear description of the issue

  • Any relevant photos, documents, or screenshots

  • The outcome you are hoping for (if any)

2. How We Handle Complaints

  • We will acknowledge receipt of your complaint within 2 business days.

  • A team member will review your case and may contact you for further clarification if needed.

  • You will receive a response with our findings and proposed resolution within 5 business days from the date we received full information.

3. Possible Resolutions

We handle complaints fairly and in good faith. Depending on the nature of the issue, we may offer:

  • An apology and explanation

  • Replacement of goods

  • Store credit or refund (full or partial)

  • Internal process improvements

4. Escalation

If you are not satisfied with our initial response, you may request to escalate the matter for further review by management. We aim to provide a final response within 7 business days of escalation.

5. Our Commitment

We view complaints as an opportunity to learn and improve. Whether you're a new customer or a long-time supporter, your feedback helps us grow and serve you better.