We are committed to providing high-quality products and excellent customer service. If for any reason you are not satisfied with your experience, you may submit a complaint using the information below.
1. Purpose
This Complaints Book allows customers to report any issues related to:
- Orders or deliveries
- Product quality
- Website or payment problems
- Customer service experience
- Any other concerns or dissatisfaction
Your feedback helps us improve our services.
2. How to Submit a Complaint
To file a complaint, please contact us:
Email: info@sementha.pt
Please include the following details:
- Your full name
- Order number (if applicable)
- Description of the issue
- Any relevant images or documents
Providing complete information will help us resolve your issue faster.
3. Complaint Handling
Once your complaint is received:
- We will acknowledge your complaint within 2 business days
- We will review your case carefully
- We may request additional information if needed
- We aim to provide a resolution within 5–10 business days
4. Resolution
Depending on the situation, we may offer:
- Product replacement
- Refund
- Store credit
- Other appropriate solutions
All complaints are handled fairly and in line with our policies.
5. Customer Rights
We are committed to handling complaints in a fair, transparent, and timely manner.
If you are not satisfied with our response, you may have the right to contact your local consumer protection authority.
6. Important Information
- Complaints must be genuine and related to actual purchases or experiences
- Incomplete information may delay the resolution process
- Abusive or inappropriate messages will not be processed
7. Contact Information
For complaints or concerns, please contact us:
Email: info@sementha.pt
instagram: @sementha_pt
8. Continuous Improvement
We value your feedback and use it to improve our products, services, and customer experience.
9. Consent
By submitting a complaint, you agree that we may use the information provided to process and resolve your request.