Complaints Policy

Customer Guide to Complaints

Purpose

The purpose of this policy is to provide information and guidance to any Lucky Gift Card Pack customer on how to contact our Customer Service Team, Internal Query Team and ultimately formalise a complaint.

Scope

This complaints policy applies to all customers that have transacted with GiftXtra Innovations Limited by purchasing the Lucky Gift Card pack (the ‘Pack’) either from its official website (www.giftxtracards.com) or from a participating retailer.

A customer is defined as a person who has purchased the Pack, or the person in possession of the Pack from time to time who has been gifted the Pack by the purchaser.

Company Details

GiftXtra Innovations Limited is the issuer of the Lucky Gift Card Pack whose registered office is at 7 Mountfield Park, Malahide, Co Dublin, K36D324, Republic of Ireland.

Stage 1: Contacting our Customer Service Team

We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. If you think that there is something wrong with your Lucky Gift Card Pack you must contact our Customer Service Team.

Our Customer Service Team will try to resolve any problems you have with us or our services. You can contact our Customer Service Team by email [at contactus@giftxtracards.com] or by telephone [at 0203 830 2266].   If you are emailing our Customer Service Team please include details of your order and your Lucky Gift Card Pack, to help us identify it.

Entitlement to Refund and Return

You will not have the right to return the Lucky Gift Card Pack if:

• The Lucky Gift Card Pack has been opened or seal removed
• the One4all Gift Card has been activated
• The Lucky Gift Card Pack has been personalised
• The Lucky Gift Card Pack has been damaged so that it cannot be reused

I) If your One4all Gift Card has not been activated

Your Lucky Gift Card Pack must be as described, fit for purpose and of satisfactory quality. If your goods are faulty, then you can obtain a refund within 30 days of purchase, as long as the One4all Gift Card is not activated. We will refund you by the method you used for payment.

If your Lucky Gift Card Pack cannot be repaired or replaced, and the One4all Gift Card is not activated, then you may be entitled to a full refund, if it is up to 6 months of purchase.

You can send the Lucky Gift Card Packs back to us, using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it. If you do not do this and we do not receive the Lucky Gift Card Packs at all, or within a reasonable time, we will not be able to refund you the price. We will refund you by the method you used for payment.

II) If your One4all Gift Card has been activated

If your One4all Gift Card has been activated, we will not be able to process a refund for you. Please contact our Customer Service Team by email [at complaints@one4all.com] or by telephone [at 0370 084 4444] with your order and card details so they can review and investigate the issue with your card.

Stage 2: Internal Query Team

Our Customer Service Team will be available to investigate and resolve any problems you have with us or our services.  In cases where our Customer Service Team is unable to resolve any problems you have with us or our services within 4 weeks, or where you are dissatisfied with the resolution provided, you can submit a complaint to our Internal Query Team.  Our Internal Query Team will then carry out the appropriate investigation into your complaint.

If within 4 weeks of receiving your complaint our Internal Query Team has not provided you with a response or a resolution, or you are not happy with the way your complaint has been handled, your next step would be to escalate your complaint to an independent Alternate Dispute Resolution service (ADR).

Stage 3: Escalating a complaint - Alternative Dispute Resolution

Alternative dispute resolution is an optional process where an independent body consider the facts of a dispute and seeks to resolve it, without you having to go to court. If you choose this route, any dispute or claim arising out of or in connection with our Terms and Conditions should be submitted to the Chartered Institute of Arbitrators (CIArb) and settled by final and binding arbitration in accordance with the CIArb Arbitration Rules. You can contact CIArb via their website at https://www.ciarb (sub-domain https://www.ciarb.org/disputes/) which contains information on how to submit a dispute or via their address at 12 Bloomsbury Square, London WC1A 2LP, England. Judgment on any award issued under this provision may be entered by any court of competent jurisdiction.

Once you approach the ADR in relation to your complaint, an official ADR Submission will be made by the ADR to GiftXtra Innovations Limited. The Internal Query Team will review and fully investigate the complaint once again and on completion of the investigation, a report will be written and shared with the ADR. The ADR will then review the evidence you supplied and the evidence supplied by us and will reach a final ruling.                                                                                                                                                                         

If you are not satisfied with the outcome you can still go to court. These terms are governed by the laws of England and Wales whose Courts have non-exclusive jurisdiction over any claims (including over non-contractual matters) so you can bring claims against us as we may against you.

Details of ADR approved bodies can be found here: https://www.tradingstandards.uk/consumer-help/adr-approved-bodies/. You can also review the Government’s Guidance on ADR, which can be found here: https://www.gov.uk/hmrc-internal-manuals/alternative-dispute-resolution-guidance.