Complaint & Dispute Resolution Policy

Introduction

Marble Trays is committed to receiving and reviewing complaints fairly, respectfully and without unnecessary delay. This policy explains the general process used when a customer remains dissatisfied with a product, order, delivery, service, payment, refund, bespoke project or earlier support response.

Customers should normally give Marble Trays a reasonable opportunity to understand and respond to the concern before pursuing an external route, unless urgent action or a mandatory legal right requires otherwise.

This policy should be read with the policy that applies to the underlying issue. Mandatory rights that cannot lawfully be excluded remain unaffected.

What Is a Complaint?

A complaint is an expression of dissatisfaction about a product, order, delivery, service, communication, payment, refund, bespoke process or earlier decision that requires a response or resolution.

A general question, quotation request, material enquiry, delivery update request or request for information is not automatically treated as a formal complaint. The team may direct that request to the most suitable support route.

• Product or craftsmanship concern
• Delivery, packaging, missing-item or incorrect-order concern
• Service or communication concern
• Payment, deposit or refund concern
• Bespoke approval or specification concern
• Unresolved earlier support request

Matters Covered by This Policy

The complaint process may be used for matters connected with products, orders, quotations, delivery, packaging, customer service, bespoke work, payments, refunds, repairs, replacements, warranty support and website-led transactions.

A privacy request, routine product enquiry or first report of delivery damage may be handled more efficiently through the dedicated policy or contact route before it becomes a formal complaint.

Before Submitting a Complaint

Review the policy relevant to the issue, check the confirmed order information and collect the evidence that will help the team understand what happened.

Retain the product, packaging, labels, drawings, quotation, payment record and previous communication where they are relevant. Stop using the product when continued use could worsen the concern or affect an inspection.

How to Submit a Complaint

Use the current Contact & Consultation form and choose the complaint or general-support route. The form supports order details, an explanation, preferred outcome and reference uploads using the website’s existing secure enquiry workflow.

Where an email, telephone or WhatsApp contact is publicly available in the contact database, the team may also use that channel to continue the discussion. A complete written submission is normally the clearest starting point.

1. Select the complaint or support enquiry type.
2. Enter current contact and order information.
3. Explain the issue and relevant history.
4. Attach useful photographs or documents.
5. State the outcome you would like the team to consider.
6. Submit the complaint and retain your confirmation.

Information Required

Only information reasonably needed to understand and investigate the complaint should be submitted. Do not send payment-card details, passwords or unrelated identity documents through the public form.

• Customer name and current contact details
• Order number or quotation reference, when available
• Complaint category and product name
• Order, delivery and issue dates where relevant
• Clear explanation of the concern
• Photographs, video or supporting documents where useful
• Previous support reference or communication
• Outcome requested and preferred contact method

Complaint Acknowledgement

Receipt may be acknowledged through the channel used for submission or another verified contact method. The acknowledgement may confirm that the complaint has been received, identify missing information and explain the next review step.

An acknowledgement is not a final decision and does not confirm that a particular remedy is available. Any target for acknowledgement or follow-up must be the current target stated by the business at the time of submission.

Initial Review

The first review may determine whether the submission is complete, which policy applies, whether urgent action is required, whether the issue has already been addressed and whether another team or service provider must contribute.

The reviewer may ask for a clearer description, additional photographs, a copy of the approved specification, payment evidence or permission to inspect the product before the investigation proceeds.

Investigation Process

The review may consider order records, quotations, approved specifications, product and packaging photographs, delivery records, payment information, quality-control notes, workshop records, courier information, previous communications and the policies in effect for the order.

Depending on the issue, Marble Trays may request further evidence, a product inspection, return or collection, local assessment, courier information, third-party information or workshop review. The scope should remain proportionate to the concern.

Response Timeframes

Current targets for acknowledgement, initial review, investigation, escalated review and final internal response must be managed through verified business content or the communication sent for the individual complaint.

Timing can depend on complaint complexity, evidence availability, product inspection, courier involvement, bespoke records, third-party information, international delivery, public holidays and the customer’s response time.

Possible Outcomes

The appropriate outcome depends on the facts, applicable policy, product, location, evidence and any mandatory rights. Submitting a preferred outcome does not guarantee that the requested remedy will be available.

Internal Escalation

A customer may request internal escalation when they disagree with the first response, believe important evidence was not considered, have material new evidence, find that an agreed action was not completed or consider the complaint was closed prematurely.

The request should identify the complaint reference, decision being challenged, reason for disagreement, new evidence and outcome requested. Any current escalation deadline must come from verified database content or the response issued for the complaint.

Final Internal Review

Where practical, an escalated complaint may be reviewed by an authorised person who did not issue the first response. The reviewer may come from customer service, operations, quality, commercial management or another suitable function.

The final internal response may summarise the complaint, evidence reviewed, relevant policy, findings, proposed outcome and any remaining options. It should not name an external authority or legal route unless that information is verified and applicable.

Informal Resolution

The parties may resolve a complaint through clarification, direct discussion, additional inspection, a revised proposal, agreed action plan, repair, replacement, refund, delivery correction or another lawful and proportionate solution.

Any goodwill solution should be recorded clearly. Unless legally advised otherwise, a goodwill outcome for one complaint does not automatically create a general policy or admission for unrelated matters.

Mediation and Alternative Resolution

Where appropriate and mutually agreed, an unresolved matter may be explored through direct negotiation, mediation, conciliation or another suitable alternative resolution process.

Marble Trays should not be described as participating in a specific government, private or industry scheme unless that participation and the applicable route are verified. Any named authority or mediation body must remain database-controlled and legally reviewed.

Formal Disputes

Formal dispute action may be considered after reasonable internal steps have been attempted, unless urgent relief or a mandatory right requires a different approach.

A formal notice should identify the order, previous complaint reference, complaint history, relevant evidence, remedy requested and contractual terms relied upon. The wording and delivery method should be reviewed for the actual transaction and jurisdiction.

Governing Law and Jurisdiction

The governing law, emirate, court jurisdiction, consumer route and any business-to-business dispute mechanism must be determined from the verified contracting entity, licence, order documents and current legal advice.

This page intentionally does not hard-code a court, emirate, free-zone authority, arbitration centre or mediation body. The accepted order documents and legally reviewed Terms & Conditions should provide the applicable position.

Complaints About Delivery

Delivery complaints may concern delay, missed delivery, delivery damage, incorrect-address handling, access, courier communication, customs delay, a missing shipment, failed delivery or an inaccurate delivery status.

A first report of damage, missing contents or an incorrect delivered item should follow the evidence and packaging requirements in the dedicated order-issue policy. A complaint may be appropriate when the normal support process remains unresolved.

Product and Craftsmanship Complaints

Product complaints may concern dimensions, shape, finish, hardware, stability, engraving, fabrication, natural-stone variation, product care or a warranty assessment.

The review should distinguish an approved specification, natural material characteristic, reasonable fabrication variation, workmanship concern, delivery damage and damage caused after receipt.

Bespoke Order Complaints

A bespoke complaint should be compared with the accepted quotation, drawing, dimensions, material, finish, edge profile, handles, feet, engraving, quantity, approved changes and customer-supplied information.

The review should identify whether the issue relates to natural variation, an approved specification, a production difference, an unapproved change, delivery damage or information supplied by the customer.

Refund and Payment Complaints

Payment complaints may concern duplicate payment, an incorrect charged amount, a delayed approved refund, deposit treatment, balance payment, currency conversion, payment-provider processing, cancellation, partial refund, failed payment or reversed payment.

Refund timing, deposit treatment, conversion fees, eligibility and responsibility must be determined from verified payment records, the accepted order documents, applicable policy and mandatory rights. They are not hard-coded in the page template.

Unreasonable or Abusive Conduct

Marble Trays may use proportionate communication controls when contact includes threats, harassment, discrimination, repeated abuse, excessive duplicate submissions, deliberate misinformation, unreasonable contact frequency, intimidation or altered evidence.

Controls may include one designated contact, written communication, defined contact windows, consolidated responses or refusal to engage with abusive language. Where reasonably possible, the underlying complaint should still be retained and reviewed on its merits.

Contact Information

Customers may use the current contact route for a new complaint, existing complaint, escalation request, missing acknowledgement, missing response, progress update, additional evidence, informal-resolution discussion or formal dispute notice.

Actual public email, telephone, WhatsApp, location and business hours are loaded from the existing business_contacts table. Empty or inactive contact fields are not displayed.