CUSTOMER CARE POLICY
Overview
This policy explains how you can submit a complaint regarding Carter-Parker.com, our products, services, customer support team, or the handling of a previous complaint. It also outlines how we review and respond to complaints, including the steps you may take if you are not satisfied with our decision or response.
We are committed to treating all customers with respect, and we kindly ask that you engage with our team in the same way.
Last updated: February 13, 2026
What is a Complaint?
A complaint is any expression of dissatisfaction directed to or about Carter-Parker.com, relating to our products, services, staff, or the handling of a previous complaint, where a response or resolution is expected, requested, or required by law.
How to Make a Complaint
You can submit a complaint using the following method:
Email: support@carter-parker.com
To help us assist you as quickly as possible, please include:
- Your full name
- Your order number (if applicable)
- Your preferred method of communication
- Contact details for you or your authorised representative
- Any support or special assistance you may require
- The outcome you are seeking
If You Need Help Making a Complaint
If you need assistance lodging or managing your complaint, you may authorise another person (for example, a friend or family member) to represent you. We may request confirmation from you before discussing your matter with that representative.
How We Manage Complaints
Acknowledgement
We aim to acknowledge receipt of your complaint promptly, typically within 24 hours. We will respond using the same communication method you used to contact us, unless you request otherwise.
Investigation
If your concern cannot be resolved immediately, we will conduct a review and may request additional information to properly address the matter.
Resolution
We aim to resolve complaints within 30 days. If the issue is complex or delays arise beyond our control, we will notify you and explain the reason for the delay.
If your complaint is denied, we will clearly explain the reasons for our decision, address the issues raised, and provide the information needed to help you understand the outcome.
Requesting Complaint Status Updates
You may request updates on the progress of your complaint at any time by contacting us at:
Possible Outcomes & Remedies
Depending on the circumstances, resolution may include:
- An apology or explanation
- A refund or waiver of a fee (where applicable)
- A discount code
- Replacement of damaged, incorrect, or lost items
- Contract or policy amendments
- Discontinuation of an action causing detriment