COMPLAINTS & ALTERNATIVE DISPUTE RESOLUTION (ADR) POLICY
Last Updated: 28th, December 2025
Urban Cord Crafts
Urban Cord Crafts is committed to providing high-quality products and a professional customer experience. However, we recognise that issues can occasionally arise. This policy explains how complaints are handled and how Alternative Dispute Resolution (ADR) may be used if a dispute cannot be resolved directly.
This policy should be read alongside our Terms and Conditions, Returns & Refunds Policy, and Privacy Policy.
1. How to Make a Complaint
If you have a complaint regarding our products, services, or your experience with Urban Cord Crafts, please contact us directly in the first instance so we can attempt to resolve the issue promptly and fairly.
Contact Details
Email: hello@urbancordcrafts.co.uk
Business address: Available for returns only
When contacting us, please include:
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Your name
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Your order number (if applicable)
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A clear description of the issue
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Any relevant supporting information or images
2. How Complaints Are Handled
2.1 We aim to acknowledge all complaints within a reasonable timeframe.
2.2 Complaints are reviewed carefully and handled fairly, taking into account the details of the issue and your statutory rights.
2.3 Where appropriate, we may offer a resolution such as:
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Clarification or explanation
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Repair or replacement
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Refund or partial refund
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Other appropriate remedy
2.4 Our aim is to resolve complaints directly and amicably, without the need for escalation wherever possible.
3. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK law, including rights under the Consumer Rights Act 2015.
4. Alternative Dispute Resolution (ADR)
4.1 Alternative Dispute Resolution (ADR) is a process for resolving disputes without going to court, using an independent third party.
4.2 Urban Cord Crafts is not currently registered with a specific ADR provider.
4.3 If a dispute cannot be resolved directly between us, you may be entitled to refer the matter to an ADR provider. While we are not obliged to participate in ADR, we will consider doing so on a case-by-case basis where appropriate.
5. Online Dispute Resolution (ODR)
If you are a consumer based in the UK or EU and you are unable to resolve your complaint directly with us, you may use the Online Dispute Resolution (ODR) platform provided by the European Commission:
https://ec.europa.eu/consumers/odr
This platform allows consumers to submit complaints to approved dispute resolution bodies.
6. Court Proceedings
Using ADR or the ODR platform is voluntary. You are not required to use these methods and may choose to pursue your complaint through the courts instead.
For UK consumers, disputes will be subject to the jurisdiction of the courts of England and Wales, as set out in our Terms and Conditions.
7. Changes to This Policy
We may update this Complaints & ADR Policy from time to time to reflect changes in legal requirements or business practices.
The version published on our website at the time of your complaint will apply.
8. Contact
If you have any questions about this policy or wish to raise a complaint, please contact:
Urban Cord Crafts
hello@urbancordcrafts.co.uk
Address: Available for returns only