Complaint Policy

The Hamper Boutique Co
ABN 76 693 489 702
https://www.thehamperboutique.com.au

  1. Introduction
    1. This Complaint Policy ("Policy") is issued by The Hamper Boutique Co ("we", "us", "our", or "the Company") and outlines our process for managing complaints related to our products, services, website, delivery, or customer experience.
    2. We are committed to handling complaints professionally, fairly, and promptly in accordance with our obligations under the Australian Consumer Law and our company values.
  2. What is a Complaint?
    1. A complaint is defined as any expression of dissatisfaction made to us, related to:
      1. A product you have received;
      2. Delivery or fulfilment of your order;
      3. Our service or staff;
      4. Our policies or business practices; or
      5. A failure to meet your expectations.
    2. General feedback, suggestions, or reviews are not considered formal complaints unless you explicitly request that it be treated as such.
  3. How to Lodge a Complaint
    1. To lodge a complaint, you must contact us in writing via email to info@thehamperboutique.com.au
    2. Please include the following information:
      1. Your full name and contact details
      2. Your order number (if applicable)
      3. A clear description of the issue
      4. Supporting evidence (e.g. photos, screenshots, delivery confirmation, communication records)
    3. We do not accept complaints via social media channels as formal lodgements.
  4. Acknowledgement of Complaints
    1. We will acknowledge receipt of your complaint within 2 business days and issue you with a case reference number.
    2. Acknowledgement does not constitute an admission of liability or agreement with the complaint – it simply confirms that your complaint has been received and will be reviewed.
  5. Complaint Assessment and Resolution
    1. We aim to resolve most complaints within 5–10 business days. In complex cases requiring further investigation, additional time may be necessary. If this occurs, we will keep you informed of progress and provide an estimated resolution timeframe.
    2. We may request further clarification, evidence, or action from you to assist in assessing your complaint.
    3. Where a complaint is found to be valid, we may offer one or more of the following remedies (at our sole discretion and subject to your rights under Australian Consumer Law):
      1. A full or partial refund
      2. A replacement product
      3. Store credit or discount on a future purchase
      4. A written apology or goodwill gesture
    4. If your complaint is not upheld, we will provide a clear explanation.
  6. Escalation
    1. If you are not satisfied with the outcome of your complaint, you may escalate the matter by replying to our resolution email with a request for internal review. A senior staff member will review your case independently and respond within a further 5 business days.
    2. If the complaint remains unresolved, you may seek external assistance by contacting:
      1. Consumer Affairs Victoria: www.consumer.vic.gov.au
      2. Australian Competition and Consumer Commission (ACCC): www.accc.gov.au
  7. Frivolous, Abusive or Repetitive Complaints
    1. We reserve the right to decline to respond to complaints that are:
      1. Repetitive or previously resolved
      2. Made in bad faith or with abusive or threatening language
      3. Unsupported by evidence or clearly unreasonable
    2. We may also restrict future communication or refuse service to individuals who persistently misuse our complaint process.
  8. Record Keeping
    1. All complaints and resolutions are logged internally and retained for quality assurance and legal compliance for a minimum of 12 months.
  9. Changes to This Policy
    1. We reserve the right to amend this Policy at any time. The most current version will always be available on our website. Continued use of our services constitutes acceptance of any revised terms.
  10. Contact Us
    1. To lodge a complaint or request further information about this Policy, please contact info@thehamperboutique.com.au