The purpose of this Complaints Policy is to ensure that any complaints or concerns are dealt with in a fair, transparent, and timely manner, to resolve issues and improve our services.

If you are not satisfied with any aspect of our products or services, please follow these steps to submit your complaint:

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• Via Website Chat: You can start a conversation with us via the live chat on our website.
   

• Via Email: Send your complaint to info@vanlifecrafters.com with a detailed description of the issue. Please include any relevant information, such as order numbers, dates, or communications.

To ensure your complaint is handled efficiently, please provide as much of the following information as possible:

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• Your name and contact details (email/phone number).
   

• Order number or reference number (if applicable).
   

• A clear description of the complaint, including the issue you are facing.
   

• Any supporting documentation or images, if relevant.
   

• What outcome or resolution you are seeking.

Once we receive your complaint, we will follow these steps to investigate and resolve it:

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• Acknowledgment: We will acknowledge your complaint within 2 business days. This confirmation will include an estimated timeline for resolution.
   

• Investigation: We will carefully review the complaint, gather any necessary information, and investigate the issue. This process typically takes up to 10 business days. If more time is required, we will inform you of the delay and provide a new estimated resolution date.
   

Resolution: We will provide you with a clear response to your complaint, explaining our findings and any actions we plan to take to resolve the issue. If we are unable to resolve your complaint to your satisfaction, we will explain the reasons why.

If we are able to resolve the complaint, we will take the necessary steps to ensure the issue does not occur again. This may include:

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• Offering a refund or replacement if a product or service did not meet the standards agreed.
   

• Making changes to our processes or services to prevent similar complaints in the future.
   

• Offering compensation where appropriate.
   

If you are not satisfied with the resolution provided or if you feel your complaint has not been handled properly, you may:

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• Request a review of the decision. We will review the case and reconsider our response.
   

• Escalate the complaint to an independent third party, such as the Lithuanian State Consumer Rights Protection Authority or the Lithuanian State Data Protection Inspectorate if the complaint relates to a data privacy issue.
   

All complaints will be handled confidentially. We will collect and process any personal data in accordance with our Privacy Policy and ensure your data is used solely for the purpose of resolving the complaint.

We aim to resolve all complaints as quickly as possible. In most cases, we will provide a response and resolution within 10 business days. If your complaint requires more time to resolve, we will keep you updated on the progress.

If you have any questions regarding this Complaints Policy or wish to discuss a complaint, please contact us at:

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• Email: info@vanlifecrafters.com

​This Complaints Policy will be reviewed periodically to ensure that it continues to meet the needs of our customers and complies with legal and regulatory requirements. We may update this policy from time to time, and any changes will be posted on our website with the effective date.