Complaints Procedure

We'd rather you tell us when something's gone wrong than leave unhappy. This page sets out exactly how we handle complaints at GOLAVON LIMITED, what to expect at each stage, and your options if we can't resolve things between us.

Step 1: Tell Us

Email contact@golavon.com (or call +44 798 859 8701) with your order number, what went wrong, and what outcome you're looking for. Most issues — a delivery problem, an activation error, a billing question, are resolved at this stage. See our FAQ, Refund & Returns Policy, and Warranty Information for how common issues are usually handled.

Step 2: Acknowledgement

We'll acknowledge your complaint within 2 business days, confirming we've received it and who's looking into it.

Step 3: Investigation & Resolution

We aim to fully investigate and respond with a resolution within 10 business days of acknowledging your complaint. If it's more complex and needs longer, we'll tell you why and give you a revised timeframe.

Step 4: Escalation

If you're not satisfied with how your complaint was handled, reply and ask for it to be escalated. A senior member of GOLAVON LIMITED will review the complaint afresh and respond within a further 5 business days.

Step 5: If We Still Can't Agree

If we've been through Steps 1 to 4 and you're still unhappy with the outcome, you have a few options. We are not currently signed up to a certified Alternative Dispute Resolution (ADR) scheme, and we are not obliged to use one for general consumer disputes. If you'd like to pursue ADR anyway, UK-approved providers can be found via the Chartered Trading Standards Institute or Citizens Advice, and we're willing to consider participating on a case-by-case basis — ask us and we'll confirm. For free, impartial guidance on your consumer rights, contact the Citizens Advice consumer helpline. For disputes that can't be resolved any other way, you have the right to bring a claim through the UK small claims process. None of this affects your statutory rights under the Consumer Rights Act 2015.

What to Include in Your Complaint

Your order number and the email address used at checkout. A clear description of the issue and when it happened. Any relevant screenshots or error messages. What outcome would resolve it for you — replacement, refund, explanation, or something else.

Contact Us

Busnies name: GOLAVON LIMITED
Address:29 High St, Ayr KA7 1LU, United Kingdom
Phone: +44 798 859 8701
Email: contact@golavon.com

BUSINESS HOURS
Mon – Fri: 9:00 AM – 6:00 PM
Saturday: 10:00 AM – 4:00 PM
Sunday: Closed