Complaint Handling Policy

1. Purpose

At Tons Aprovados, Lda, customer satisfaction is one of our highest priorities. This Complaint Handling Policy outlines the process for submitting, reviewing, and resolving complaints related to our products, services, deliveries, and business transactions.

Our objective is to ensure that all complaints are handled fairly, efficiently, and professionally while maintaining transparency and accountability.

2. Company Information

Tons Aprovados, Lda

AVENIDA DR ARMANDO ROMÃO N 19 1 DTO

2650-302 AMADORA

Portugal

VAT Number: PT517386763

Email: [Insert Company Email]

Phone: [Insert Company Phone Number]

3. Definition of a Complaint

A complaint is any written communication submitted by a customer regarding dissatisfaction with products, services, deliveries, transactions, or other business activities conducted by Tons Aprovados, Lda.

Complaints may relate to:

• Product quality issues

• Damaged products

• Delivery discrepancies

• Missing items

• Incorrect orders

• Service-related concerns

• Contractual disputes

4. How to Submit a Complaint

Customers may submit complaints by email using the contact information provided above.

To help us investigate efficiently, the complaint should include:

• Full name or company name

• Contact details

• Order or invoice reference number

• Description of the issue

• Date of delivery or transaction

• Supporting photographs or documents (if applicable)

• Requested resolution

Incomplete complaints may require additional information before processing can begin.

5. Product Damage Claims

For complaints regarding damaged products, customers should provide:

• Clear photographs of damaged products

• Photographs of packaging and shipping labels

• Delivery documentation where applicable

• Evidence showing the quantity of affected items

Where possible, customers are encouraged to inspect goods immediately upon delivery and report issues without delay.

6. Complaint Review Process

All complaints received by Tons Aprovados, Lda are reviewed and recorded by our customer service team.

The review process may include:

• Verification of order records

• Review of shipping documentation

• Assessment of product evidence

• Communication with suppliers, carriers, or logistics partners

• Additional information requests where necessary

Our goal is to investigate every complaint fairly and objectively.

7. Response Time

We aim to acknowledge receipt of a complaint within 2 business days.

A final response will generally be provided within 7 business days following receipt of all necessary information and supporting documentation.

In exceptional circumstances where further investigation is required, customers will be informed of the delay and provided with an estimated resolution timeframe.

8. Resolution Options

Depending on the outcome of the investigation, the Company may offer one or more of the following solutions:

• Product replacement

• Partial refund

• Full refund

• Credit note for future purchases

• Corrective action for future orders

• Alternative mutually agreed solution

Each case is evaluated individually based on the available evidence and circumstances.

9. Complaints That Cannot Be Processed

The Company reserves the right to reject or decline complaints where:

• Insufficient information is provided

• Supporting evidence cannot be verified

• The complaint relates to products or services not supplied by the Company

• The complaint contains abusive, offensive, discriminatory, or unlawful content

• The complaint is submitted after an unreasonable delay that prevents proper investigation

10. Customer Responsibilities

Customers are responsible for:

• Inspecting products upon delivery

• Reporting issues promptly

• Providing accurate information

• Cooperating with any investigation process

• Preserving relevant evidence where applicable

Failure to provide necessary information may affect the Company’s ability to assess and resolve the complaint.

11. Dispute Resolution

Tons Aprovados, Lda is committed to resolving complaints amicably whenever possible.

If a complaint cannot be resolved through our internal complaint handling process, the matter may be referred to the competent courts of Portugal in accordance with applicable laws and regulations.

12. Policy Updates

The Company reserves the right to modify or update this Complaint Handling Policy at any time without prior notice.

Any updates will be published on our website and become effective immediately upon publication.