1. Introduction

As a sole trader in preloved jewellery, I am dedicated to providing high-quality products and excellent customer service. I understand that there may be occasions when my service or products do not meet your expectations. Ps Its Vintage cannot guarantee preloved antique / vintage items will be safe for continuous daily wear, you must use your own judgement. You must use your own judgement since the majority are rare, one of a kind antique or vintage pieces. This complaints procedure outlines the steps you should take if you wish to make a complaint and the process I will follow to resolve your issue, in compliance with UK consumer protection laws.

2. How to Make a Complaint

If you have a complaint, please contact me using one of the following methods:

1. Email: sales@psitsvintage.co.uk
2. Phone: +447861152645
3. Postal Address: PO Box 157, Ballyclare, BT41 9EU, Northern Ireland

3. Information to Provide

To assist me in addressing your complaint efficiently, please provide the following details:

1. Your name and contact details.
2. A description of your complaint.
3. Relevant order numbers, receipts, or documentation.
4. Photographs of the product (if applicable).
5. The resolution you are seeking.

4. Acknowledgement of Your Complaint

Upon receiving your complaint, I will:

1. Acknowledge receipt of your complaint within 2 working days.
2. Provide you with a reference number for your complaint.
3. Inform you of the expected timeframe for resolving your complaint.

5. Investigation Process

I will conduct a thorough investigation of your complaint, which may involve:

1. Reviewing your account and order history.
2. Inspecting any returned items or photographs.
3. Contacting you for further information or clarification.

6. Resolution

After the investigation, I will:

1. Provide a written response detailing the findings and proposed resolution.
2. Offer an appropriate remedy, which may include a refund, repair, replacement, or other solution, in accordance with the Consumer Rights Act 2015.

7. Timeframe

I aim to resolve all complaints within 14 working days of acknowledgement. If more time is needed, I will inform you of the reasons for the delay and provide a revised timeframe.

8. Follow-Up

If you are not satisfied with the proposed resolution, please contact me to discuss further. I am committed to finding a satisfactory solution and value your feedback to improve my services.

9. Record Keeping

All complaints and their resolutions will be recorded and retained for at least six years, in compliance with the Limitation Act 1980. This ensures transparency and continual improvement in my service.

10. Your Legal Rights

Under UK law, you are entitled to:

1. A full refund within 30 days if the product is faulty or not as described.
2. A repair or replacement if the product develops a fault after 30 days and within six months.
3. The right to reject or seek a price reduction if a repair or replacement is not possible or unsuccessful.

11. External Resolution

If we are unable to reach a satisfactory resolution, you may seek independent advice or escalate the complaint to:

1. Citizens Advice: https://www.citizensadvice.org.uk
2. Consumer Rights Act 2015: https://www.legislation.gov.uk/ukpga/2015/15/contents
3. Local trading standards office: https://www.gov.uk/find-local-trading-standards-office

12. Review and Improvement

I regularly review and update this complaints procedure to ensure its effectiveness. Your feedback is essential in helping me maintain high standards of customer service.

Contact Details

1. Name: Ps Its Vintage
2. Email: sales@psitsvintage.co.uk
3. Phone: +447861152645
4. Business Address: PO Box 157, Ballyclare, BT41 9EU, Northern Ireland