VANJAN COMPANY LIMITED CLAIMS & COMPLAINTS POLICY

Effective Date: 7 July 2026

At VANJAN COMPANY LIMITED, customer satisfaction is our priority. We are committed to providing quality roofing materials and professional service. We value customer feedback and aim to resolve all complaints and claims fairly, promptly, and professionally.

1. Purpose

This policy outlines the procedures for submitting, investigating, and resolving customer complaints and product-related claims.

2. Scope

This policy applies to all customers who purchase products or services from VANJAN COMPANY LIMITED.

Complaints may relate to:

  • Product quality or manufacturing defects.
  • Incorrect products supplied.
  • Damaged goods upon delivery.
  • Delivery delays.
  • Billing or payment concerns.
  • Customer service experiences.
  • Warranty-related matters.
  • Any other issue arising from our products or services.

3. Reporting a Complaint or Claim

Customers should submit their complaint or claim as soon as possible after discovering the issue.

The following information should be provided:

  • Customer’s full name and contact details.
  • Invoice or receipt number.
  • Delivery note number (where applicable).
  • Product description.
  • Date of purchase or delivery.
  • Detailed description of the issue.
  • Clear photographs or supporting documents where applicable.

4. Time Limits for Claims

To enable timely investigation, customers should report:

  • Delivery shortages, damaged goods, or incorrect items within 48 hours of delivery.
  • Product defects as soon as they are discovered.
  • Warranty claims within the applicable warranty period.

Claims submitted after unreasonable delays may be declined where the delay affects our ability to investigate.

5. Complaint Handling Process

Upon receiving a complaint, VANJAN COMPANY LIMITED will:

  • Acknowledge receipt within 2 business days.
  • Review all supporting information.
  • Conduct any necessary inspections or investigations.
  • Contact the customer if additional information is required.
  • Provide a response or resolution as quickly as reasonably possible.

Where an inspection is required, customers must allow reasonable access to the products before any repairs, alterations, or disposal.

6. Resolution Options

Where a claim is found to be valid, VANJAN COMPANY LIMITED may, at its sole discretion:

  • Replace the affected product.
  • Repair the product where appropriate.
  • Exchange the product.
  • Issue a full or partial refund.
  • Offer another appropriate remedy based on the circumstances.

The remedy selected will depend on the nature of the claim and the findings of the investigation.

7. Invalid Claims

Claims may be declined where the issue results from:

  • Improper installation.
  • Incorrect handling or storage.
  • Normal wear and tear.
  • Customer negligence or misuse.
  • Unauthorized alterations or repairs.
  • Failure to follow product installation guidelines.
  • Damage occurring after acceptance of delivery where not attributable to a manufacturing defect.

8. Customer Responsibilities

Customers are expected to:

  • Inspect products immediately upon delivery.
  • Retain invoices and delivery notes.
  • Follow recommended installation and handling practices.
  • Cooperate during the investigation process.
  • Provide accurate and complete information when submitting a claim.

9. Escalation of Complaints

If a customer is dissatisfied with the initial outcome, they may request that the complaint be reviewed by senior management.

The review will be conducted independently, and the customer will receive a final written decision after the review is completed.

10. Continuous Improvement

VANJAN COMPANY LIMITED records all complaints and claims to identify recurring issues and improve our products, services, and customer experience.

11. Contact Us

For claims, complaints, or feedback, customers are encouraged to contact our Customer Service Team during normal business hours.

Please have your invoice number, delivery details, and supporting documents available to help us resolve your concern efficiently.