Golden Hands Art (“we,” “our,” “us”) is committed to providing a transparent, fair, and efficient grievance redressal and customer support system. This policy outlines how users, buyers, and artists can raise complaints, the process for resolution, and expected timelines. Our goal is to maintain trust, uphold platform integrity, and ensure a positive experience for all users.
1. Scope
This policy applies to all grievances related to:
- Product orders, deliveries, returns, refunds, or cancellations
- Custom or commissioned artworks
- Artist or buyer disputes
- Platform usage, account issues, or website functionality
- Payment or billing concerns
- Any other complaints related to Golden Hands Art services
2. How to Submit a Grievance
Users can submit complaints through the following channels:
2.1 Email Submission
- General Support / Grievances: info@goldenhandsart.com
When submitting a grievance, include:
- Full name and account details
- Order number or transaction reference (if applicable)
- Description of the issue, including dates, product names, and relevant photos
- Any previous correspondence or attempts to resolve the issue
2.2 Contact Form
- A grievance submission form is available on the Contact Us page
- Fill in all required fields and provide supporting documentation
- Submissions are automatically forwarded to our support team for review
3. Grievance Resolution Process
Once a complaint is received:
- Acknowledgment:
- Users receive an acknowledgment email within 24 hours of submission
- This confirms receipt and provides a reference number for tracking
- Initial Review:
- Our support team reviews the complaint and gathers additional information if needed
- The review may involve coordination with the artist, logistics partners, or payment providers
- Resolution Proposal:
- Within 3–5 business days, the team communicates a proposed resolution
- This may include replacement, refund, cancellation, or other remedial action based on policy and eligibility
- Follow-Up & Closure:
- Once the resolution is accepted or implemented, the grievance is considered closed
- Users are notified via email, and the case is documented internally
4. Escalation Process
If a user is not satisfied with the proposed resolution:
- Escalate the issue by emailing info@goldenhandsart.com with the reference number and reason for escalation
- A senior support representative or manager will review the case within 3–5 business days
- Final resolution decisions are communicated in writing
- For unresolved disputes, users may seek recourse under applicable Ghanaian consumer protection laws
5. Response Time Commitment
Golden Hands Art is committed to timely responses:
- Acknowledgment of grievance: within 24 hours
- Initial review and proposed resolution: within 3–5 business days
- Escalated cases: reviewed within an additional 3–5 business days
Complex cases may require additional time, but users will be kept informed of progress.
6. Record Keeping
- All grievances, communications, and resolutions are documented and stored securely
- Records are maintained in compliance with Ghanaian eCommerce regulations and data protection standards
- Data may be used for service improvement, fraud prevention, and dispute resolution purposes
7. User Responsibilities
To facilitate efficient grievance resolution, users should:
- Provide accurate and complete information
- Respond promptly to follow-up requests
- Avoid submitting duplicate complaints for the same issue
- Treat support staff professionally
8. Limitation of Liability
While we strive to resolve grievances fairly, Golden Hands Art is not liable for:
- Delays caused by third-party logistics providers or payment gateways
- Dissatisfaction arising from artistic interpretation or handmade variations
- Indirect or consequential losses beyond the value of the affected order
9. Contact Information
For all grievances and customer support inquiries:
General Support & Complaints: info@goldenhandsart.com
Users may also use the Contact Form on the website for submission.
Golden Hands Art is dedicated to maintaining transparency, fairness, and prompt grievance resolution to protect both creators and customers while upholding the quality and integrity of our handmade art marketplace.