1. Our Commitment
At MySlimFit.net, operated by Windyace Limited, we are committed to providing high-quality products and exceptional customer service. We value your feedback and take all complaints seriously. This policy outlines the process for how we handle any complaints or disputes that may arise, ensuring a fair, transparent, and efficient resolution.

2. What is a Complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service, products, or website. This can include, but is not limited to:

• Issues with product quality or effectiveness.

• Problems with delivery, shipping, or receiving the wrong item.

• Billing and payment discrepancies.

• Customer service interactions.

• Website functionality and user experience.

• Advertising or marketing communications.

3. How to Submit a Complaint
We aim to make the process of submitting a complaint as easy as possible. You can do so through the following channels:

• Preferred Method: Email
  Please send a detailed email to our Customer Resolution Team at [email protected].

• Online Contact Form:
  Use the Contact Us form on our website. Please select “Complaint” or “Dispute” from the subject dropdown menu and provide a thorough description.

• Postal Mail:
  MySlimFit.net Customer Complaints
  Windyace Limited
  128 City Road
  London EC1V 2NX
  United Kingdom

When submitting your complaint, please include:

• Your full name and contact information.

• Your order number (if applicable).

• A clear and detailed description of the complaint.

• Any relevant supporting documents, such as photos, order confirmations, or previous correspondence.

4. Our Complaint Handling Process
We follow a structured, multi-stage process to ensure every complaint is handled fairly.

Stage 1: Acknowledgment

• We will acknowledge receipt of your complaint within 2 business days.

• This acknowledgment will contain a unique reference number for your case. Please quote this number in all future communications.

Stage 2: Investigation

• Your complaint will be assigned to a dedicated member of our team who was not directly involved in the matter.

• We will thoroughly investigate your concerns, which may involve reviewing your account, order history, and correspondence with our team.

Stage 3: Response and Resolution

• We aim to provide a substantive response and proposed resolution within 10 business days of acknowledgment.

• If the issue is complex and requires more time, we will inform you of the delay and provide a revised timeframe for our full response.

Stage 4: Escalation (If You Are Not Satisfied)
If you are unhappy with our initial response, you may request that your complaint be escalated to a senior manager. You can do this by replying to our resolution email or contacting us directly and quoting your case reference number. The manager will conduct a further review and provide a final response from MySlimFit.net.

5. External Dispute Resolution
If, after following our internal complaints process, you are still not satisfied with the outcome, you have the right to refer your dispute to an external body.

As our company is registered in the United Kingdom, you may submit your complaint to the following independent entity:

• The Retail Ombudsman / The Centre for Effective Dispute Resolution (CEDR)
  You can find more information and submit a claim via their website.

Alternatively, EU/UK customers may use the Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr/

6. Policy Review
We regularly review our Complaints and Disputes Policy to ensure it remains effective and fair. We encourage feedback on the policy itself.

7. Contact Us
For any questions about this policy or to submit a complaint, please contact us at:

Email: [email protected].
Mailing Address: Windyace Limited, 128 City Road, London, EC1V 2NX, United Kingdom
Company Number: 14379525