Skip to content

Complaints Policy

Complaints Procedure Policy

Business Name: Aurelian Wellness (trading under Glacier Ritual LTD, Company No. 16390288)

Effective date: 10 June 2025

1) Purpose

We are committed to delivering premium products and a first‑class customer experience. This policy sets out how customers can raise a complaint and how we will handle, investigate, and resolve it in a fair, timely, and transparent manner.

2) Scope

This policy applies to all complaints about:

  • Products sold by Aurelian Wellness (e.g., hot tubs, saunas, cold plunges, accessories)

  • Our customer service, sales processes, delivery coordination, and aftercare

  • Third‑party services we arrange (e.g., manufacturer deliveries/engineer visits) where we remain the point of contact

This policy does not replace your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3) What counts as a complaint?

A complaint is any expression of dissatisfaction—whether spoken or written—about our products, service, or how we have handled an issue, where a response or resolution is explicitly or implicitly expected.

4) How to complain

You can contact us using any of the following:

Please include, where possible:

  • Order number, product name, and purchase date

  • A clear description of the issue and when it started

  • Photos/videos, serial numbers, engineer/installer notes (if relevant)

  • Your preferred outcome (repair, replacement, refund, explanation, etc.)

Accessibility: If you need adjustments (e.g., large print, different language, assisted call), tell us and we’ll accommodate wherever reasonably possible.

5) Our response times

  • Acknowledgement: within 2 working days

  • Initial resolution/next steps: within 10 working days

  • Complex cases (e.g., requiring site visits, manufacturer diagnostics): we’ll provide an update at least every 10 working days and aim to conclude within 30 calendar days wherever possible.

Working days are Monday–Friday, excluding UK public holidays.

6) Stages of the complaints process

Stage 1 – Frontline resolution (Customer Care Team)
We’ll try to resolve your complaint quickly at first contact through advice, troubleshooting, or simple remedial action.

Stage 2 – Formal investigation (Complaints Lead/Manager)
If unresolved, we’ll open a formal case. We may liaise with manufacturers, logistics partners, or installers. You’ll receive a written outcome explaining our findings, the decision, and any remedy.

Stage 3 – Final review (Senior Manager/Director)
If you remain dissatisfied, you can request a final internal review. We will reassess the case and issue a final written response (“deadlock” letter) explaining our position.

Stage 4 – Alternative Dispute Resolution (ADR)
If we cannot resolve your complaint after our final response—or if 8 weeks have passed since you first complained—you may refer the matter to an approved ADR provider. We will signpost you to an appropriate ADR entity and confirm whether we agree to participate

7) Remedies

Where a complaint is upheld, remedies may include one or more of the following, depending on the circumstances and applicable law:

  • Apology and explanation

  • Corrective action (e.g., missing parts, engineer visit, re‑delivery)

  • Repair or replacement of faulty goods within a reasonable time and without significant inconvenience

  • Price reduction or refund where repair/replacement is not possible or fails

  • Goodwill gesture (at our discretion)

Summary of key statutory rights (UK)

  • Short‑term right to reject: If a product is faulty, you may be entitled to a refund if you reject it within 30 days of delivery.

  • Repair/Replacement: If a fault arises within the first 6 months, it’s generally presumed to have been present at delivery unless we prove otherwise; we’ll usually offer repair or replacement first.

  • Final right to reject/Price reduction: If repair/replacement is impossible or unsuccessful, you may be entitled to a price reduction or a refund.

For change‑of‑mind cancellations on distance sales, you typically have 14 days from delivery to cancel and a further 14 days to return, except for custom‑made or personalised goods and items that cannot be returned for hygiene reasons once unsealed/used (where exemptions apply). Always see our Returns & Cancellations Policy for full details.

8) Cases involving third parties

Where an issue involves a manufacturer, delivery partner, or installer, we will coordinate and advocate on your behalf. Some remedies (e.g., warranty repairs) may be carried out by the manufacturer under their terms; we’ll keep you informed of progress.

9) When we may not uphold a complaint

Examples include:

  • Damage caused by incorrect installation where instructions were not followed (unless we arranged installation)

  • Damage caused by misuse, neglect, or unauthorised modification

  • Normal wear and tear

  • Issues arising after the warranty period where no statutory rights apply

  • Requests that fall outside the scope of our policies (e.g., non‑fault “change of mind” for custom‑made goods)

We will always explain our reasoning in writing.

10) Conduct & unreasonable behaviour

Our team will be respectful and professional; we ask the same in return. Where behaviour is threatening, abusive, or persistent in a way that is unreasonable, we may restrict contact to specific channels, appoint a single point of contact, or in extreme cases cease engagement, while preserving your statutory rights.

11) Data protection & confidentiality

We handle complaint information in line with the UK GDPR and Data Protection Act 2018. We only collect data relevant to your complaint, store it securely, and retain it for 24 months (or longer if legally required) before deletion. You can request access to your data—see our Privacy Policy for details.

12) Record‑keeping & monitoring

We log all complaints, outcomes, and timescales to:

  • Identify trends and root causes

  • Improve our products, supplier selection, and processes

  • Train our teams and partners

A quarterly report is reviewed by senior management.

13) Policy ownership & review

The Complaints Lead owns this policy and ensures it remains compliant with UK legislation and industry best practice. It is reviewed annually or upon material change to our operations, suppliers, or legal requirements.

Contact details

Aurelian Wellness (Glacier Ritual LTD)
Email: info@aurelianwellness.co.uk
Phone/WhatsApp: 07510 619030

 

Compare products

{"one"=>"Select 2 or 3 items to compare", "other"=>"{{ count }} of 3 items selected"}

Select first item to compare

Select second item to compare

Select third item to compare

Compare