Complaints Policy
Effective Date: 20 August 2026
Company: Paragon Bamboo Ltd
Email: sales@paragonbamboo.com
Telephone: +44 (0) 1892 280 347
1. Our Commitment
At Paragon Bamboo Ltd, we are committed to providing high-quality products and a professional, reliable service to all of our customers.
We recognise that, on occasion, things may not go as expected. When this happens, we want to know about it so that we can investigate the issue, provide an appropriate resolution and, where possible, improve our products and services.
We aim to deal with all complaints fairly, promptly, professionally and consistently.
2. What We Consider a Complaint
A complaint is any expression of dissatisfaction relating to our products, services or the way in which we have handled a customer's order or enquiry.
This may include, but is not limited to:
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Product quality or condition
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Incorrect, missing or damaged goods
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Delivery issues
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Customer service
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Order handling
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Returns or refunds
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Bedding samples or swatches
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Information provided about our products or services
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The handling of a previous complaint
3. How to Make a Complaint
If you wish to make a complaint, please contact our customer service team.
To help us investigate your complaint as quickly as possible, please provide:
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Your full name
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Your order number, where applicable
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A clear description of the issue
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The date the issue occurred or was discovered
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Details of any previous correspondence relating to the matter
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Photographs or other supporting information where relevant
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The outcome or resolution you are seeking, if applicable
Providing as much relevant information as possible will help us investigate your complaint efficiently.
4. How We Will Handle Your Complaint
Once we receive your complaint, we will:
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Acknowledge your complaint and confirm that it has been received.
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Review and investigate the matter, including checking relevant order information, correspondence and other records where necessary.
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Contact you for further information if anything additional is required to complete our investigation.
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Provide a response explaining the outcome of our investigation and, where appropriate, the action we propose to take.
We aim to acknowledge complaints within 2 working days.
Where possible, we aim to provide a full response or resolution within 10 working days of receiving the complaint.
Some complaints may require further investigation. If we are unable to provide a full response within this period, we will endeavour to keep you informed of our progress and advise you when you can expect a further response.
5. Resolving Complaints
Depending on the circumstances and the outcome of our investigation, an appropriate resolution may include:
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Providing further information or clarification
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Replacing goods
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Arranging the return of goods
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Providing a refund or partial refund where appropriate
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Correcting an order or delivery issue
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Offering an apology
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Taking appropriate internal action to prevent a similar issue occurring again
Any remedy offered will depend on the individual circumstances of the complaint and does not affect any statutory rights that the customer may have.
6. Escalating a Complaint
If you are dissatisfied with our initial response, please let us know and explain why you believe the matter remains unresolved.
We will arrange for the complaint and our previous response to be reviewed again, where reasonably possible by a different or more senior member of the team.
Following this review, we will provide our final position and explain any further action that we are able to take.
7. Consumer Rights
Nothing in this Complaints Policy is intended to limit or exclude any rights or remedies available to consumers under applicable UK consumer law.
Where applicable, customers may have statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
8. Business and Trade Customers
Where we supply products to trade, wholesale, hospitality or other business customers, we welcome any concerns or complaints relating to our products or services.
Where a complaint relates to a business-to-business transaction, its resolution may also be subject to the terms and conditions agreed between Paragon Bamboo Ltd and the customer.
9. Fair and Respectful Treatment
All complaints will be considered objectively and treated seriously.
Customers will not be treated unfavourably because they have raised a genuine complaint.
We expect our employees and customers to communicate respectfully throughout the complaints process. Abusive, threatening or discriminatory behaviour towards our staff will not be tolerated and may result in communication being restricted to an appropriate method or representative.
10. Confidentiality and Data Protection
Information provided as part of a complaint will be handled appropriately and in accordance with applicable data protection requirements.
Personal information will only be used and shared to the extent reasonably necessary to investigate, manage and resolve the complaint, or where we are otherwise required or permitted to do so by law.
11. Recording and Continuous Improvement
We may record and review complaints to identify recurring issues, improve our products and services, and help maintain appropriate standards of customer service.
This may include reviewing issues relating to:
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Product quality
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Packaging
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Delivery and fulfilment
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Customer communications
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Returns and refunds
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Product information
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Customer service
Where a complaint identifies an area in which we can improve, we will consider appropriate corrective or preventative action.
12. Contact Us
If you have a complaint or would like to discuss an issue with us, please contact Paragon Bamboo Ltd through our usual customer service contact channels.
We value our customers and will make reasonable efforts to resolve complaints fairly and efficiently.