Complaint Policy

 

At Riff Raff, we are dedicated to delivering high-quality products and exceptional customer service.
SCOPE
This policy applies to all customers who purchase/use our products/services and wish to lodge a complaint.

APPLICATION OF THE COMPLAINTS PROCEDURE

This procedure applies to any complaint raised by:

  • Retail or online customers (domestic and international)
  • Gift recipients or products purchased directly from Riff Raff (not second hand purchasers)
  • Authorised representatives making a complaint on behalf of a customer

It covers concerns related to:

  • Product quality, performance, durability or defects
  • Shipping and delivery issues
  • Safety concerns or product defects
  • Misleading or inaccurate product descriptions
  • Warranty claims
  • Customer service experience

DEFINITION OF A COMPLIANT

A complaint is any expression of dissatisfaction or concern raised by a consumer regarding Riff Raff goods or services.

COMPLAINT HANDLING PRINCIPLES:

  • Fairness: All complaints will be handled impartially and respectfully.
  • Transparency: Clear, timely communication with customers.
  • Timeliness: Resolutions provided within a reasonable timeframe.
  • Confidentiality: Complaints handled in accordance with our Privacy Policy.
  • Compliance: All complaint handling aligns with the ACL.

EXPECTED RESOLUTION TIMELINES

  • Acknowledgement of complaint: within 2 business days
  • Initial assessment and customer contact: within 4 business days
  • Resolution or proposed solution: within 8 business days
  • Complex cases: resolution may take up to 21 business days. Customers will be updated regularly during this time

If more time is needed, we will keep you informed of the delay, explain the reason and provide an estimated timeframe for resolution.

AVAILABLE OUTCOMES

  • Replacement of product
  • Refund (full or partial)
  • Store credit or gift voucher
  • Repair or fix (where applicable)
  • Exchange of product
  • Apology and assurance of process improvement
  • Clarification or correction of information
  • No action (if complaint is found unsubstantiated with clear explanation provided)

HOW TO LODGE A COMPLAINT

Please include as much relevant information as possible - including your order number, product purchased, issue experienced, batch code on product and any supporting images or documents - to help us investigate and resolve your concern efficiently.

EXTERNAL DISPUTE RESOLUTION

If a resolution cannot be reached, customers may contact their local Consumer Affairs or Fair Trading office.

CONFIDENTIALITY AND PRIVACY

Complaints are handled in strict confidence and in accordance with our Privacy Policy.


EFFECTIVE DATE:
This Complaints Policy is effective from 18th June 2026 and supersedes any previous versions.