Complaint Handling

How to Make a Complaint

At Shavien, we are committed to providing exceptional customer service. If you have a complaint, we encourage you to contact us so we can address your concerns promptly and effectively. To make a complaint, please email us at shaavien@outlook.com. In your email, please include the following information:

• Your full name
• Your order number
• A detailed description of your complaint
• The desired outcome you are seeking
• Any supporting evidence or documentation that may assist in resolving your complaint

What Happens Next

Upon receipt of your complaint, we will acknowledge it within 2 business days. Our team will then conduct a thorough investigation into your concerns. We aim to provide a full response within 14 business days. If your complaint is complex and requires more time, we will communicate a revised timeline to you.

Escalation

If you are not satisfied with the initial response, you may request an escalation to a senior team member. We will provide a response to your escalated complaint within a further 14 business days.

External Resolution

If you feel that your complaint has not been resolved to your satisfaction, you have the option to seek further assistance. You may contact your provincial consumer protection office for guidance. Additionally, you can reach out to the Better Business Bureau (BBB) for further support.

Returns and Defective Goods

For issues related to returns or defective goods, please refer to our Returns, Refunds & Cancellation Policy for detailed information on how to proceed.