P08 · Revision 2
Customer support and complaints
How to reach us
For order questions, delivery issues, product support, returns or complaints, contact support@scentric.ae. Our service hours are Monday to Friday, 09:00 to 18:00 Dubai time, excluding UAE public holidays. Messages may be submitted at any time. The website contact form is for enquiries and is not an emergency channel. For a safety concern, follow P07 first; do not wait for an email response where urgent help is needed.
Include your name or preferred contact, order reference if available, the product or issue, what has happened and the outcome you are seeking. If you do not have an order reference, provide another reasonable way to locate the purchase. Please do not send card security codes, passwords, authentication codes, unrelated identity documents or another person's private information.
What happens next
We will record the enquiry or complaint, identify the team responsible and explain the next step. We aim to provide an initial human reply within two working days. Working days are Monday to Friday, excluding UAE public holidays. This is not a guaranteed final-resolution deadline and does not postpone a remedy due sooner by law.
Some issues can be resolved from the order record. Others may require a delivery investigation, product inspection, technical assessment or additional information. We will explain what is needed and why, avoid asking repeatedly for the same evidence and tell you if the expected timing changes. We will not close a genuine complaint merely because the issue belongs to one of our service providers.
A fair resolution
We will review the facts, the information supplied before purchase, relevant product instructions and the applicable rights. We will explain the proposed outcome and the basis for it in clear language. A refund, repair, replacement, cancellation or other remedy will be handled under the applicable policy and law rather than selected solely for our convenience.
You do not need to post publicly, remove a review or agree to marketing to receive support or a remedy. We will not make a required remedy conditional on giving up unrelated rights. If evidence is incomplete, we will explain the limitation and consider reasonable alternatives.
Asking for a review
If you disagree with the first response, reply with “Complaint review” and the case reference, explaining the point you want reconsidered. Ask the support team to arrange an escalation review. Wherever practical, a person not responsible for the original decision will review the case. We will explain the next review step and any investigation still needed; a separate fixed escalation deadline has not been promised.
Using our process does not prevent you from contacting the competent consumer authority or using another remedy available by law. We will not invent an exclusive private dispute process or require mandatory arbitration through this policy.
Privacy and respectful communication
Complaint information is handled under P02. We use it to resolve the issue, keep necessary records and identify product or service improvements. Access should be limited to those who need it. We may request authority before discussing an order with someone acting on your behalf.
We ask everyone to communicate respectfully. Where a channel is misused, we may set proportionate communication boundaries while preserving a practical route for legitimate complaints and legal rights.