Customer Feedback & Resolution Charter

At Wolph, we view your feedback as an essential opportunity to uphold our commitment to excellence and improve the adventurer's experience. This Formal Resolution Charter outlines our structured, three-stage approach designed specifically to resolve complex issues and disputes that require action beyond standard Tier 1 Customer Support, ensuring a swift and satisfactory outcome in compliance with UK consumer law.

Stage 1: Submitting Formal Feedback & Specialist Action

Our primary goal is rapid resolution by a dedicated specialist from Operations or Finance who is empowered to investigate complex issues.

  1. How to Share: Please send your feedback to us at: 

     Feedbacks@wolph.co.uk

  2. What We Need: To help us implement a swift Action Plan, please include:

    • Your full name and preferred contact details.

    • Your order number (e.g., #123456).

    • A clear, specific description of the issue or suggestion (e.g., "The package tracking was incorrect," or "The product feature did not meet expectations").

    • Any relevant dates, tracking details, or evidence.

  3. Acknowledgement: We promise to acknowledge receipt of your feedback within 2 business day.

  4. Resolution Plan: We aim to deliver a complete resolution or a detailed Action Plan within 10 business days of acknowledgement.

Stage 2: Management Review & Final Decision

If you feel our Stage 1 resolution plan hasn't fully addressed your concerns, we encourage you to request a senior review.

  1. Request for Review: Please reply to our Stage 1 response stating clearly that you are requesting a Management Review of your feedback.

  2. Dedicated Review: Your case will be immediately escalated to a senior manager at Wolph who was not involved in the initial review. This manager will conduct a thorough re-examination of all communication, evidence, and internal procedures, including the performance of our Third-Party Logistics (3PL) provider.

  3. Final Response: We will issue our final, written Decision and Resolution regarding the escalated feedback within 10 business days of receiving your review request. This final response will clearly detail:

    • The findings of the internal investigation.

    • Our final decision and the justification for the remedy.

    • The proposed final resolution (e.g., full refund, replacement, or service credit).

Stage 3: Seeking Independent Resolution

If, after receiving our final written Decision and Resolution at Stage 2, you remain unsatisfied, you have the right to seek external resolution.

As a UK-based company, we respect your right to escalate your concern to the following independent bodies:

  • Trading Standards: You can report your issue to your local Trading Standards office via the Citizens Advice consumer helpline.

  • Bank Chargebacks: You may choose to file a dispute with your payment provider for recovery of funds paid to us.

  • Small Claims Court: You retain your right to pursue the matter through the relevant court channels.

Note on Wolph's Responsibility: Wolph complies with the Consumer Rights Act 2015, covering both goods (satisfactory quality) and service (reasonable care and skill) standards. Our Charter ensures prompt remedies (repair, replacement, compensation, or refund) where a failure is confirmed. Critically, the final resolution of any claim; whether related to product quality, service performance, or delivery, is determined by an impartial review of all available evidence, which includes internal data, photographic proof, and legally recognised third-party records.