There may be times where Bootstrap Innovations Pty Ltd t/a Merchable Co (ABN 50 680 835 803) or its subsidiaries Merchable NZ Limited (company 9462771, NZBN 9429053997074) and Merchable Industries UK Ltd (company 17534178) (Merchable) do not meet your expectations. When that happens, please let us know. Learning from your experience helps us improve the merchandise, gift cards and event tickets we sell, our online stores, design tools, API and fundraising features.
1. Purpose and scope
This policy applies to all complaints about our products, platform and services. It covers complaints from buyers, store owners and their teams (Partners), charities and causes, and anyone else affected by our services. Buyers should contact Merchable directly, not the store, because Merchable sells the products.
A complaint is an expression of dissatisfaction made to or about us relating to our products, services, platform, staff or complaint handling, where a response or resolution is expected. A complaint about a faulty or wrong product is handled under our Refunds & Returns policy. Nothing in this policy limits your rights under the Australian Consumer Law, the Consumer Guarantees Act 1993 (NZ) or the Consumer Rights Act 2015 (UK).
2. How to make a complaint
Email legal@merchable.co or use our contact form. Please include:
- your name and contact details;
- the nature of the complaint;
- any steps you have already taken to resolve it;
- details of any conversations with us that may be relevant; and
- copies of any relevant documents, such as your order number and photos.
3. What happens next
We will acknowledge your complaint within 2 business days. It will be investigated impartially, objectively and fairly by someone who is not the subject of the complaint.
We will keep in touch during the process and aim to give you a written response within 15 business days. If we need longer, we will tell you why and when to expect a response. Our response will set out what we found, the reasons for our decision and any remedy or action taken.
4. If you're not satisfied
You can ask for your complaint to be escalated. It will then be reviewed by a senior member of our team who was not involved in the first review.
If it is still not resolved, you can contact:
- Australia: your state or territory fair trading office or the ACCC, and for privacy complaints the Office of the Australian Information Commissioner (OAIC);
- New Zealand: the Commerce Commission or the Disputes Tribunal, and for privacy complaints the Office of the Privacy Commissioner;
- United Kingdom: Citizens Advice, and for privacy complaints the Information Commissioner's Office (ICO).
5. Confidentiality and records
We treat complaint information confidentially and handle it under our Privacy Policy. We keep secure records of complaints, the evidence reviewed, our communications and outcomes, with access limited to authorised staff.
6. About this policy
This policy is maintained by our Complaints Officer, a director of Bootstrap Innovations Pty Ltd t/a Merchable Co, and is reviewed at least every year. Version 1.0.