Complaints Policy

REKLINE COMPLAINTS & CLAIMS POLICY

 

Applies to: All REKLINE products including recliner sofas, electric beds, massage chairs, LED furniture, and accessories.

Purpose: To resolve customer concerns fairly, efficiently, and without causing unreasonable harm or abuse to either party. We aim to support you with resolution, not resistance. This must be a two-sided process — built on cooperation, logic, and evidence.

✅ Our Goal

We want every customer to feel valued, heard, and satisfied. Most complaints arise from misunderstandings — not malice. We’re here to work with you, not against you. If something’s wrong, we’ll aim to fix it, but resolution must be:

  • Mutual
  • Realistic
  • Based on evidence, not emotion

❌ REFUNDS & REPLACEMENTS — EXTREMELY LIMITED

A complaint is not a shortcut to compensation. It is a process of review, fact-finding, and fair outcome based on truth, documentation, and law.

Refunds or replacements are only granted if:

  • The issue is legally defined as a defect
  • The fault is beyond repair or repeated unreasonably
  • The correct process is followed with full cooperation

Key Points:

  • Full refunds or replacements are rare and only occur where legally mandated
  • Businesses are entitled to inspect and repair first under UK law
  • Single-part malfunctions (like motors or switches) rarely justify full replacement

Our aim is to:

  • Keep your custom whenever possible
  • Offer proportionate, legal, and fair remedies
  • Prevent unnecessary loss or harm to either party

🔍 WHAT TO EXPECT WHEN MAKING A COMPLAINT

Submit Your Concern: Complaints are only accepted via email or online contact form — no phone complaints.

We Will Request:

  • Photos of each affected area (close-up + full view)
  • At least one 60-second video showing:
    • The issue as it happens
    • Room environment, placement, and plug connection
    • Structural view and any sound if relevant
  • Batch label or serial number
  • Delivery note/reference
  • Room view for suitability/obstructions
  • Copy of invoice and full contact details

📸 The more visual evidence you provide, the faster we can support you.

Process:

  • Initial review within 3 working days
  • Diagnostic video call or engineer visit if required
  • Replacement parts or repairs offered first
  • Independent inspection if necessary
  • Complaint closed once a fair resolution is offered

❗ THE RIGHT TO REPAIR COMES FIRST — ALWAYS

  • We are legally entitled to attempt repair before any exchange or refund
  • Do not dispose of or interfere with the product until the process is complete
  • Component issues do not automatically qualify for full product replacement
  • ‘Defect’ is defined in our Defects & Faults Policy, not by assumption

🔒 WHAT IS — AND ISN’T — A VALID COMPLAINT?

Valid Examples:

  • Confirmed structural fault within warranty
  • Broken mechanism not caused by user damage
  • Verified motor fault not due to power misuse
  • Faulty part verified via engineer or batch report

Not Valid:

  • Wear and tear, accidental damage, stains, odours, pets
  • Complaints without evidence or outside warranty
  • Issues already assessed and resolved
  • Power failures due to sockets or surges
  • Subjective dissatisfaction (comfort, colour, smell)

⚖️ OUR LEGAL POSITION & WHY STRUCTURE MATTERS

We comply with the Consumer Rights Act 2015. These rights do not mean automatic refunds or exchanges. Our duty is to repair or resolve proportionately, based on:

  • Nature of the issue
  • Evidence provided
  • Age and usage of the product

This protects:

  • You – by ensuring genuine cases are handled fairly
  • Us – from fraud, excessive loss, or manipulation
  • Our systems – from being undermined by incomplete or emotional claims

📦 LINKED POLICIES (MUST READ IF MAKING A COMPLAINT)

  • Refunds & Returns Policy
  • Defects & Faults Policy
  • Repairs & Replacements Policy
  • Warranty Terms
  • Chargeback Protection Policy
  • Right to Reject / Repeated Repairs Policy

By submitting a complaint, you agree to these policies collectively.

👤 IDENTIFICATION & DELIVERY FOOTAGE

  • We may request valid photo ID and utility bill matching delivery address
  • Confirmation video or photos from day of delivery
  • Optional unboxing footage if recorded
  • Proof that the sofa arrived in usable condition

These checks protect against fraud and are non-negotiable for high-value claims.

💬 FINAL WORD

We are committed to resolving genuine complaints with speed, fairness, and integrity. If you help us understand, we will help you solve it.

This policy forms part of our wider legal protections and works alongside our product terms of sale and operational terms.