Complaint Process – G-Merchant
Last updated: 21/01/2026
At G-Merchant, we are committed to providing quality products and excellent customer service. If something goes wrong, we want to resolve it as quickly and fairly as possible.
This page explains how to make a complaint and what you can expect from us.
1. How to Submit a Complaint
If you are unhappy with any part of our service or a product you have received, please contact us by email:
? admin@g-merchant.com
Please include the following information to help us assist you faster:
- Your full name
- Order number
- Description of the issue
- Photos (if the complaint relates to a product fault or damage)
2. Acknowledgement of Your Complaint
Once we receive your complaint, we will:
- Acknowledge your email within 2 working days
- Review the details of your case
If we need more information, we will contact you.
3. Investigation and Resolution
We aim to provide a full response within:
- 7 working days of receiving your complaint
Depending on the situation, we may offer:
- A replacement
- A refund (in line with our Refund Policy)
- Another suitable resolution
Our goal is to resolve all complaints fairly and in line with your consumer rights.
4. If You Are Not Satisfied With Our Response
If you are not happy with our final response, please reply to our email and request that your complaint be reviewed again.
We will reassess your case and provide a further response within 7 working days.
5. External Resolution Options
If we are unable to resolve your complaint, you may choose to contact an external dispute resolution body or seek advice from:
? Citizens Advice
Website: https://www.citizensadvice.org.uk
They can provide free, impartial advice on your consumer rights.
? Alternative Dispute Resolution (ADR)
You may be entitled to use an approved Alternative Dispute Resolution provider to help resolve disputes without going to court.
6. Legal Rights
This complaint process does not affect your statutory rights under UK consumer law, including your rights regarding faulty or misdescribed goods.
7. Contact Details
For all complaints and customer service matters, please contact:
G-Merchant
? admin@g-merchant.com
? https://g-merchant.com