Complaints Policy

Introduction

At Neuro Sense, we are committed to providing high-quality sensory products and services with exceptional customer service. We understand that despite our best efforts, there may be times when our products or services do not meet your expectations.

Our Complaints Policy has been developed to ensure that any concerns or complaints are addressed promptly, fairly and effectively.

Principles

1. Accessibility: Our Complaints Policy is easily accessible and available on our website. We ensure that lodging a complaint is straightforward and can be done through various channels.

2. Responsiveness: We are committed to acknowledging all complaints within 48 hours of receipt and aim to resolve complaints as quickly as possible.

3. Fairness and Impartiality: Every complaint received will be treated with fairness and impartiality, ensuring that all parties involved are heard and that decisions are based on evidence.

4. Confidentiality: We will handle all complaints in a confidential manner, protecting the privacy and security of data shared with us.

5. Continuous Improvement: Complaints are an opportunity for us to learn and improve. We are committed to using the feedback from complaints to make continuous improvements to our products, services and customer experience.

How to lodge a complaint

Email: Send your complaint to our customer service team at info@neurosense.co.nz.

Please provide as much detail as possible including order numbers, product or service details and the nature of your complaint.

Complaint handling process

1. Acknowledgement: Upon receiving your complaint we will acknowledge receipt within 48 hours.

2. Assessment and investigation: Your complaint will be assessed and if necessary, an investigation will be initiated to gather all relevant facts and information.

3. Resolution: We aim to resolve all complaints within 10 working days. If your complaint is complex and requires more time, we will inform you of the progress and expected resolution time.

4. Communication: You will be kept informed throughout the process and notified of the outcome once your complaint has been resolved.

5. Escalation: If you are dissatisfied with the outcome of your complaint, you may request an escalation. Your complaint will then be reviewed by a senior manager for further assessment and resolution.

Feedback

We welcome your feedback on our Complaints Policy and handling process. If you have any suggestions for improvement, please let us know via our customer service email or feedback form on our website. Your input helps us serve you better.

Thank you for choosing Neuro Sense. We are here to ensure your satisfaction and appreciate the opportunity to address and resolve any issues you may encounter.