Complaints Policy
Your consumer rights matter
Complaints Policy
Kraken Bikes
We’re committed to providing high-quality products and great service. However, if something hasn’t gone right, we want to hear about it—and we’ll do our best to resolve it quickly and fairly.
💬 How to Make a Complaint
If you’re unhappy with any part of your experience, please contact us:
To help us resolve your issue as quickly as possible, please include:
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Your name
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Order number (if applicable)
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A clear description of the issue
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Photos (if relevant)
⚡ Our Commitment to You
We take all complaints seriously and aim to:
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Acknowledge your complaint within 24–48 hours
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Investigate the issue thoroughly
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Provide a clear and fair resolution
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Keep you updated throughout the process
🔍 How We Handle Complaints
Once we receive your complaint:
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Acknowledgement – We confirm receipt of your complaint
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Investigation – We review the details and may contact you for more information
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Resolution – We aim to resolve complaints within 3–5 working days where possible
More complex issues may take longer, but we’ll always keep you informed.
🛠️ Possible Outcomes
Depending on the situation, we may offer:
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A replacement product
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A repair
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A refund (full or partial)
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Store credit
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A goodwill gesture where appropriate
⚠️ Faulty or Damaged Goods
If your complaint relates to a faulty or damaged product:
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Please contact us as soon as possible
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Include photos or videos if you can
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We’ll prioritise resolving these cases quickly
🤝 Our Approach
We believe in:
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Being fair and transparent
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Taking responsibility when things go wrong
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Treating customers with respect
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Finding practical solutions—not excuses
📌 Escalation
If you’re not satisfied with our response, please let us know and your complaint will be reviewed again at a senior level.
You may also have the right to escalate your complaint to relevant consumer protection bodies under UK law.
💙 We’re Here to Help
We genuinely value your feedback—it helps us improve and serve you better.
If something isn’t right, please reach out. We’ll always do our best to put it right.