🛠️ MarvHood Customer Care – Complaints Policy

Last updated: 7 November 2024

At MarvHood, we’re committed to providing products and services that meet the highest standards. If something doesn’t meet your expectations, we want to know about it—and we’ll do our best to make it right.

This policy explains how you can lodge a complaint about MarvHood, our products, services, team, or the handling of a previous complaint. It also outlines how we respond and what to do if you're not satisfied with our resolution. We’ll always treat you with respect and professionalism—and we kindly ask the same in return.

đź“Ś What Qualifies as a Complaint?

A complaint is any expression of dissatisfaction made to or about MarvHood, our products, services, team, or previous complaint handling—where a response or resolution is expected (either explicitly or implicitly) or legally required.

đź“ť How to Make a Complaint

You can reach us in the following ways:

When submitting your complaint, please include:

  • Your full name

  • Your preferred contact method

  • Whether you need any special assistance

  • A clear description of the issue and your desired resolution

🤝 Need Help Submitting a Complaint?

If you need help managing your complaint, you can appoint someone (like a friend or family member) to represent you. We’ll need your permission to speak with them.

đź•’ How We Handle Complaints

1. Acknowledgement
We’ll confirm we’ve received your complaint within 24 hours, using the same communication method you used (unless you specify otherwise).

2. Investigation
If the issue can’t be resolved right away, we’ll look into it thoroughly and may reach out for additional details.

3. Resolution
We aim to resolve all complaints within 30 days. If it takes longer (due to complexity or circumstances beyond our control), we’ll notify you and explain the delay.

If we don’t uphold your complaint, we’ll clearly explain why—covering the facts, our findings, and the reasoning behind our decision.

🔄 Stay Updated

Want to check in on your complaint? Feel free to contact us any time for a status update.

âś… What We Can Offer

Depending on the situation, possible resolutions may include:

  • A sincere apology or detailed explanation

  • A refund or waiver

  • A goodwill gesture

  • Replacement of damaged or missing items

  • Contract changes or the stopping of any action causing harm