Complaints Procedure

We take complaints seriously and aim to resolve them fairly and promptly. This procedure applies to all customers and website visitors in the United Kingdom.

1. How to complain

Please send your complaint in writing to:

Email: service@lifepurification.world (subject line: “Complaint”)
Post: Complaints Team, Lifepurification, 17 The Old High St, Folkestone CT20 1RL, United Kingdom
Phone: +44 1303 243366

Please include your full name, contact details, a clear description of the issue, and any relevant order or account reference.

2. What happens next

• Acknowledgement: Within two working days of receiving your complaint.
• Investigation: We will review your complaint and may contact you for further information.
• Response: A written response within ten working days. Complex cases may take up to 20 working days — we will keep you informed.

3. If you remain dissatisfied

If you are unhappy with our final response, you may request an internal review by a senior member of our team within 14 days. We will respond within a further ten working days.

As a consumer, you also have the right to refer unresolved disputes to an alternative dispute resolution (ADR) provider. We are willing to cooperate with an ADR body approved by the Chartered Trading Standards Institute. You may also contact Citizens Advice at citizensadvice.org.uk.

4. Complaints about digital content

Complaints relating to faulty or misdescribed digital content are handled under our Return Policy and your rights under the Consumer Rights Act 2015.

5. Data protection complaints

Complaints about how we handle personal data should be directed to us in the first instance. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk.