As part of our commitment to providing the highest levels of customer service and support, our Service Charter details the service you can expect from us:

Enquiries

All enquires received either by phone, fax or email received before 3pm will be responded to in the same working day. Enquiries received after 3pm will be responded to the next working day.

Telephone Support

The telephone will be answered within 5 rings and your call will be passed to the relevant member of staff. If, for any reason, the relevant member of staff is not available when you call, you will receive a response within 1 working day.

Complaint Resolution

Honesty and fairness are core to our business. Consequently, we will own up to our mistakes. If you encounter a problem in your dealings with us, even if is not our fault directly, we understand that it is our responsibility to resolve the problem.

Communication is the key and we will liaise with you to locate and resolve the problem.

You will be contacted to confirm that the problem has been solved and the steps we took to solve it.

Damaged / Broken goods

Every effort is made to ensure that you receive your order in perfect condition.
However, if you receive any damaged or broken goods then please notify us within 4 working days. House of Sarunds will then advise you as to whether the goods will be collected or replaced, subject to the circumstances.