Complaints Policy

At GM2 Labs, we are committed to delivering high-quality products and a positive customer experience. We value your feedback and take all complaints seriously, using them as an opportunity to improve our products and services.

1. Our Commitment

We aim to handle all complaints fairly, respectfully, and efficiently. Every concern is reviewed with care, and we strive to provide a timely and transparent resolution.

2. What Constitutes a Complaint

A complaint may relate to, but is not limited to:

  • Product quality or performance

  • Order processing or delivery issues

  • Billing or payment concerns

  • Customer service experience

  • Website functionality or information accuracy

3. How to Submit a Complaint

If you wish to make a complaint, please contact us with the following details:

  • Your full name and contact information

  • Order number (if applicable)

  • A clear description of the issue

  • Any supporting information or images, if relevant

Complaints can be submitted through our contact form or customer support email listed on our website.

4. Complaint Handling Process

Once your complaint is received:

  • We will acknowledge receipt within a reasonable timeframe

  • Your concern will be reviewed by the appropriate team

  • We may contact you for additional information if required

  • We will propose a resolution once our review is complete

5. Resolution

Where appropriate, resolutions may include:

  • Product replacement or refund in line with our return policy

  • Order correction or re-shipment

  • Explanation or clarification of policies or product usage

Each complaint is assessed individually to ensure a fair outcome.

6. Timeframes

We aim to resolve most complaints as quickly as possible. Complex cases may require additional time, but we will keep you informed throughout the process.

7. Continuous Improvement

All complaints are logged and reviewed to help us improve our products, processes, and customer experience.

8. Policy Updates

GM2 Labs reserves the right to update this Complaints Policy at any time. Any changes will be posted on this page, and continued use of our website indicates acceptance of the updated policy.