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Complaints & Dispute Resolution

Complaints & Dispute Resolution

We want to resolve genuine problems fairly and efficiently. This page explains how to raise a complaint about an order, product or service from Powoo.

Powoo is operated by POWONE LTD (company number 11761974), a UK private limited company.

Registered office: 10 Claremont Road, Folkestone, Kent, United Kingdom, CT20 1DQ. The registered office is not a retail shop or customer returns address.

Email: support@powoo.co.uk

Support phone: +44 1923 231899

1. How to complain

Email support@powoo.co.uk, call +44 1923 231899, or use our contact form. Please provide, where relevant:

  • your order number;
  • the email address used for the order;
  • a clear description of the problem and the outcome you are seeking; and
  • photos or other supporting information where useful.

Please do not send complete card numbers or other unnecessary sensitive information.

2. What we will do

We will review the complaint, check relevant order and delivery records, and contact you if we need more information. We aim to resolve complaints as promptly as reasonably possible and to explain the outcome.

3. Your consumer rights

This complaints process does not replace or restrict your rights under UK consumer law, including rights relating to cancellation, refunds, faulty goods or court proceedings.

4. Alternative dispute resolution

Alternative dispute resolution (ADR) can sometimes help consumers and traders resolve disputes without going to court. We do not state that we are subscribed to a particular ADR provider unless we have actually entered such an arrangement or are required to use one. If applicable law requires us to provide information about an accredited ADR provider for a particular unresolved dispute, we will provide that information.

You can also obtain independent consumer-rights guidance from Citizens Advice and information about resolving disputes through official UK services.

5. Court rights

Nothing in this policy prevents either party from using a court with jurisdiction where the dispute cannot be resolved by agreement or another lawful process.