---
title: "Complaints & Dispute Resolution Policy"
description: "At Qonooz, we are committed to resolving customer concerns fairly and efficiently. --- ### **1. Contact First Requirement** - Customers must contact Qonooz directly before escalating any issue - Complaints should be submitted via: - Email - Official support channels…"
url: "https://qonooz.com/knowledgebase/complaints-dispute-resolution-policy/"
updated: "2026-03-30"
category: "Sale & Use Facts"
---

# Complaints & Dispute Resolution Policy

At Qonooz, we are committed to resolving customer concerns fairly and efficiently.

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### **1. Contact First Requirement**

- Customers must contact Qonooz directly before escalating any issue
- Complaints should be submitted via:
  - Email
  - Official support channels

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### **2. Required Information**

To process a complaint, customers must provide:

- Order number
- Clear description of the issue
- Supporting evidence (photos, videos, etc.) where applicable

Incomplete complaints may result in delays or rejection.

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### **3. Response Time**

- Initial response: within **1–2 business days**
- Resolution timeframe may vary depending on case complexity

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### **4. Resolution Process**

We may:

- Investigate the issue internally
- Request additional information
- Offer solutions such as replacement, repair, partial refund, or rejection based on findings

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### **5. Condition-Based Decisions**

All complaints are assessed based on:

- Product condition
- Usage
- Evidence provided
- Compliance with our policies (Return, Warranty, etc.)

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### **6. Abuse & Misuse**

We reserve the right to:

- Reject complaints deemed fraudulent or abusive
- Refuse service to customers engaging in misuse or repeated disputes

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### **7. Chargebacks & External Disputes**

- Customers must not initiate disputes (bank, BNPL, etc.) without contacting us first
- If a chargeback is initiated without prior contact:
  - The case will be defended with full documentation
  - Customer account may be restricted

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### **8. Final Decision**

- Qonooz reserves the right to make the final decision on all disputes based on evidence and internal review