Customer Service

At Percenta, we are committed to providing reliable, transparent, and responsive customer support. This Customer Service Policy explains how you can reach us and what level of service you can expect.

📞 1. How to Contact Customer Service

Customers can reach Percenta Customer Support through:

The Contact Us page on percenta.co.uk
Email support (as listed on the website)

Please include your Order ID for faster assistance.

⏱ 2. Customer Support Hours

Customer support operates on business days only
Typical response time: 24–48 business hours
Requests submitted on weekends or public holidays will be handled on the next working day

📨 3. What We Can Help With

Our customer service team can assist with:

Order status and tracking
Shipping and delivery concerns
Returns and refund requests
Product-related queries
Payment and billing issues
Account or website-related issues

📦 4. Order-Related Requests

For order-related inquiries, customers must provide:

Order ID / Invoice number
Registered email address
Clear description of the issue
Photos or videos (for damaged, defective, or incorrect items)

Incomplete requests may delay resolution.

🔄 5. Resolution Process

All requests are reviewed carefully based on our published policies
Solutions may include clarification, replacement, refund, or escalation
Resolution timelines depend on the nature of the request and verification required

🚫 6. Inappropriate Use of Support

Percenta reserves the right to limit or refuse customer service if:

False, abusive, or fraudulent claims are made
Repeated requests violate our policies
Communication includes abusive, threatening, or inappropriate language

🔐 7. Data Protection & Privacy

All customer communications are handled in accordance with our Privacy Policy. Personal information shared with customer service is used only for resolving the inquiry.

⚖️ 8. Complaints & Escalation

If you are not satisfied with the resolution provided:

You may request an internal review of your case
All complaints should be submitted in writing via our official contact channels

We aim to resolve complaints fairly and transparently.

🏛 9. Legal Rights

This Customer Service Policy does not affect your statutory rights under UK consumer law, including rights under the Consumer Rights Act 2015.

⚠️ Important Notes

Customer service responses are subject to verification
Percenta does not offer support via unofficial channels
Policies may be updated periodically without prior notice