Customer Feedback & Complaints Policy

At AGAM, we value every customer and are committed to providing excellent products and service. This policy outlines how you can share positive feedback, raise a concern, or submit a complaint.

1. Purpose of This Policy

The purpose of this policy is to:

Encourage open communication with our customers.
Provide a clear process for handling complaints fairly and efficiently.

Identify opportunities for improvement through constructive feedback.

2. Providing Feedback

We welcome compliments, suggestions, and reviews about your experience with AGAM.
Positive feedback helps us recognize great performance and maintain service standards.

You can share feedback through:

Email: support@agam.co.za
Google Reviews or verified product reviews

We may request your permission to feature positive feedback on our website or social media channels.

3. Submitting a Complaint

If you are not satisfied with a product or service, please contact us as soon as possible so we can resolve the issue quickly.

To lodge a complaint, email support@agam.co.za or fill out the online contact form. Please include:

Your name and contact details
Order number (if applicable)
A clear description of the problem
Supporting evidence such as photos or screenshots

Complaints should be submitted within 7 days of receiving your order or service.

4. Our Response Process

Acknowledgment: We will confirm receipt of your complaint within 2 business days.
Investigation: We will review the issue, contact relevant departments, and gather all necessary information.
Resolution: We aim to provide a clear response and solution within 5 to 10 business days.

If a complaint requires more time to resolve, we will keep you updated on the progress.

5. Outcomes and Remedies

Depending on the nature of the complaint, possible outcomes may include:

Replacement or repair of the product
Refund or store credit (as per our Refund Policy)
An explanation or apology where appropriate
Improvements to internal procedures

6. Escalation

If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed by a senior manager.
For unresolved disputes related to consumer rights, you may also contact the Consumer Goods and Services Ombud (CGSO) in South Africa.

Website: www.cgso.org.za