Complaints

COMPLAINTS

Getting in touch

If something has gone wrong, please contact us so we can investigate and try to put it right.

Email: sales@kahuna.ie

You can also write to:

Kahuna Premium Sportswear
5a North End
Ballyclare
Co. Antrim
BT39 9BN
Northern Ireland
United Kingdom

What to include

Please provide your name, contact details and order number where available.

Explain what happened, identify the product or service involved and tell us the outcome you are seeking.

Relevant photographs or correspondence may help us understand the issue. Please do not send passwords, full payment card details or unnecessary sensitive information.

How we handle complaints

We will acknowledge your complaint as soon as reasonably practicable and review the information provided.

We may contact you for further details or arrange an inspection where appropriate.

We aim to resolve complaints promptly. If further investigation is needed, we will explain the next steps and keep you informed of significant developments.

Our response will explain our findings and any proposed resolution.

If you disagree with our response

Please tell us which points remain unresolved and provide any additional information you would like us to consider.

We will review those points and explain our position.

Returns and warranty claims

Where a complaint involves returning goods, we will issue a Returns Authorisation Number (RAN) and confirm the return instructions.

The RAN helps us identify and manage your return. It does not restrict your statutory rights.

Our complaints procedure does not postpone a refund or other remedy that we are legally required to provide within a particular period.

See our Return and Refund Policy and Warranty page for further information.

Mediation and alternative dispute resolution

If we cannot resolve a complaint directly, we encourage you to consider independent mediation or another suitable alternative dispute resolution process.

We will consider reasonable proposals to use an independent provider. The proposed process, provider and any costs will be explained and agreed before participation.

Where required by law, we will provide information about an appropriate alternative dispute resolution body and tell you whether we are willing or obliged to participate.

Participation in a voluntary process does not require you to accept a proposed settlement.

Your legal rights

You are not required by these terms to complete mediation before taking legal action.

Nothing in this complaints procedure restricts your statutory rights, access to the courts or other legal remedies. It does not, by itself, extend legal time limits or prevent either party from seeking urgent court assistance.

Privacy complaints

For concerns about personal information, contact us using the details above.

Our Privacy Policy explains your data protection rights and how to complain to the Information Commissioner's Office or another relevant supervisory authority. You do not have to complete mediation before contacting a regulator.