Complaints Policy

1. Purpose

At Chapin Golfs, we are committed to providing high-quality products, services, and experiences to our customers. We value your feedback and take all complaints seriously. This Complaints Policy outlines how you can raise a concern, how we handle complaints, and what you can expect from us during the resolution process.

2. Our Commitment

We aim to:

Handle complaints promptly, fairly, and transparently.
Investigate every concern carefully and respectfully.
Resolve issues as quickly as possible.
Use customer feedback to improve our products, services, and communication.

3. How to Make a Complaint

If you have a complaint or concern about any aspect of our service, product, or content, you can submit it through our contact form available on the Chapin Golfs website.

When submitting a complaint, please include:

Your full name (optional if anonymous feedback).
Details of your complaint, including relevant dates, order numbers, or references.
Any supporting evidence (such as screenshots or receipts).
Your desired outcome or preferred resolution, if applicable.

4. How We Handle Complaints

Once a complaint is received:

Acknowledgment: We will confirm receipt of your complaint within a reasonable timeframe.
Review: Your complaint will be reviewed by a member of our customer service or management team.
Investigation: We may contact you for more information to help us understand and assess the issue.
Resolution: We will propose a fair and reasonable solution based on our findings.
Follow-Up: We will confirm when the complaint is resolved and provide details of any corrective action taken.

We aim to resolve most complaints within 5–10 business days, depending on complexity.

5. Fairness and Confidentiality

All complaints are handled with fairness and impartiality.
Your personal information will remain confidential and only used for the purpose of addressing your concern.
We do not tolerate abusive or disrespectful behavior toward our team during the complaints process.

6. If You’re Not Satisfied

If you are not satisfied with our proposed resolution, you may request an internal review. A senior member of the Chapin Golfs team will reassess your complaint and communicate the final decision.

We will always strive to reach a fair outcome that reflects our commitment to excellent customer care.

7. Continuous Improvement

Chapin Golfs views all complaints as opportunities to improve. We regularly review feedback to identify trends, update our procedures, and ensure a consistently high standard of service.

8. Updates to This Policy

We may revise this Complaints Policy from time to time to reflect changes in our business operations or applicable laws. The most recent version will always be available on our website.