At Hangree, customer satisfaction is our priority. We are committed to providing high-quality products and excellent customer service. If you are unhappy with any aspect of our products or services, we encourage you to let us know so we can investigate and resolve the matter as quickly and fairly as possible.

This Complaints Procedure does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

How to Make a Complaint

If you have a complaint regarding your order, product, delivery, or customer service experience, please contact our Customer Support Team.

Please include the following information:

•          Your full name
•          Order number
•          Email address used to place the order
•          Contact telephone number
•          A clear description of your complaint
•          Photographs or supporting documents (if applicable)
  
  

Our Complaints Process

Step 1 – Complaint Received

Once we receive your complaint, we will send you an acknowledgement within 2 working days.

Step 2 – Investigation

Our Customer Support Team will carefully review your complaint and may contact you if additional information is required.

Where necessary, we may:

•         Review your order history
•         Contact our delivery partner
•         Inspect product photographs
•         Investigate with our warehouse or supplier

Step 3 – Resolution

We aim to provide a full response within 10 working days of receiving all relevant information.

Depending on the outcome, we may offer one or more of the following:

•         A replacement item
•         An exchange
  
•         A full or partial refund
•         Another fair solution based on the circumstances

Delivery Complaints

If your complaint relates to delivery, please provide:

•         Your order number
•         Delivery address
•         Tracking number (if available)
•         Details of the issue

We will work with our courier partner to investigate and resolve the matter as quickly as possible.

Unacceptable Behaviour

We understand that complaints can be frustrating. However, we ask all customers to communicate respectfully with our team.

Hangree reserves the right to end communication where staff are subjected to abusive, threatening, discriminatory, or offensive behaviour.

This will not affect your legal rights.

If You Are Not Satisfied

If you are unhappy with our final response, please contact us again and request that your complaint be reviewed by a senior member of our Customer Support Team.

We will carry out an independent review and provide our final response as soon as reasonably possible.

If your complaint relates to your legal consumer rights, you may also seek independent advice from your local Citizens Advice service or pursue any remedies available under UK consumer law.

Our Commitment

Hangree is committed to:

•         Treating every complaint fairly and respectfully
•         Responding promptly and professionally
•         Protecting your personal information
•         Learning from customer feedback to improve our products and services

We value your feedback and appreciate the opportunity to improve your shopping experience.

Contact Us

Hangree Customer Support

Email: support@hangree.co.uk

Phone: +44 7440 649454

Address:

10 Bloxhall Road
London
E10 7LP
United Kingdom

Customer Support Hours

Monday – Friday: 9:00 AM – 5:30 PM (UK Time)

Saturday: 10:00 AM – 2:00 PM (UK Time)

Sunday & UK Public Holidays: Closed