Terms and Conditions

AW TRADING AS AEON WATCHES COMPLAINTS POLICY:

This Policy:

This policy explains how you, The customer, can raise a complaint with AW about goods purchased and how we will deal with complaints. We will always aim to provide high quality goods and to provide a high standard of customer care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us. 

How to Make a Complaint If you would like to make a complaint, you can do so via email to: Aw@infoaeonwatches.com 

Information Please include the following information in your complaint: Your full name- Your contact details (telephone and email)- The fact that you are raising a complaint -  Any relevant dates and times which are relevant to your complaint - The type of goods we have provided to you - Any order or reference numbers we have provided to you - A key summary of the problem or problems you have experienced and why the goods or any related customer services were not satisfactory. 

What to Expect:

Complaints will be received and progressed during our business working hours which are: Monday to Friday Hours of operation: 0800hrs - 1700hrs Saturday Hours of operation: 0800hrs - 1500hrs Sunday Closed

Acknowledgement: 

We will acknowledge your complaint within 3 business days.

Investigation: We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during investigation. 

Response: We will ordinarily provide a full response to your complaint via email. I Sometimes investigations may take longer. 

If this is the case we will contact you to tell you, and we will provide you with a revised timeframe within which you should expect to receive a response. 

We will provide regular updates to you thereafter. 

We may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include but not limited to A full refund- A partial refund- A Replacement. will offer the solution which WE judge is most appropriate in the circumstance. 

The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate. If we do not agree with your complaint, we will provide you with full details to explain why this is the case. If you are unhappy with this, you may wish to email us by return and we may try and resalute the problem with you.

With all our customers and care we aim to provide you with the best solution.