Complaint Handling

Our Commitment

At Cervanique, we are committed to providing exceptional customer service and ensuring a satisfactory shopping experience. We acknowledge all complaints, investigate them thoroughly, and respond promptly and fairly. Our goal is to resolve any issues efficiently and to your satisfaction.

How to Submit a Complaint

If you have a complaint, please reach out to us via the following channels:

What Information to Include

To help us address your complaint effectively, please provide the following information:

  • Your order number
  • A detailed description of the issue
  • Your desired remedy (e.g., refund, replacement, repair)
  • Any supporting evidence (e.g., photos, correspondence)

Response Timeframe

We strive to acknowledge receipt of your complaint within 2 business days. A full response will be provided within 10 to 15 business days, depending on the complexity of the issue.

Complaint Categories

  • Product Quality / Defect: If your complaint involves a defective product, Australian Consumer Law guarantees apply. Please refer to our Returns/Refunds page for more information.
  • Delivery Issue: Under ACL s.61, products must be delivered within a reasonable time. Remedies may include a refund, re-delivery, or cancellation.
  • Incorrect Item: If you received an incorrect item, we will replace or refund it at no extra cost to you.
  • Privacy Concern: Privacy-related complaints can be escalated to the Office of the Australian Information Commissioner (OAIC).
  • Marketing Complaint (Unsolicited): Complaints regarding unsolicited marketing communications are addressed under the Spam Act 2003.

Escalation Paths if Not Resolved Internally

  • Product/Consumer Rights: If your complaint is not resolved to your satisfaction, you may contact the ACCC at accc.gov.au or your state fair-trading office, such as NSW Fair Trading.
  • Privacy: For unresolved privacy issues, contact the Office of the Australian Information Commissioner at oaic.gov.au or call 1300 363 992.
  • Payment Dispute: For payment disputes, contact your financial institution or the Australian Financial Complaints Authority (AFCA).

Record Keeping

We maintain records of complaints for the purpose of improving our services. Our Privacy Policy applies to all personal information collected during this process.

Accessibility of Complaint Channels

We offer multiple channels for submitting complaints and ensure that our responses are in plain English to facilitate understanding and resolution.

Last Updated: September 2026