COMPLAINTS AND CUSTOMER SUPPORT POLICY

Effective date: 24 August 2026

MAKING A COMPLAINT

Email hello@somberdaystosunshinerays.com.au with the subject Complaint. Include your name, contact email, order number if relevant, what happened, the outcome you are seeking and supporting information reasonably available.

OUR PROCESS

• We aim to acknowledge the complaint within three business days.
• We may request further information needed to assess it.
• We will consider the relevant product description, transaction, communications, policies and applicable law.
• We will explain the outcome and any available remedy or next step.

FAIR COMMUNICATION

Customers may raise genuine concerns without retaliation. We ask all parties to communicate lawfully and respectfully. Abusive, threatening, discriminatory, repetitive or unrelated communications may be limited where reasonably necessary, while preserving access to legitimate order, consumer, privacy or legal processes.

CONSUMER REMEDIES

Complaint handling does not replace or restrict rights under the Australian Consumer Law. Depending on the issue, an appropriate outcome may include information, renewed access, correction, replacement, refund or another lawful remedy.

PRIVACY

Complaints are handled with reasonable confidentiality. Information may be shared with relevant service providers, advisers or authorities where necessary or legally required.

EXTERNAL OPTIONS

If a matter cannot be resolved directly, a customer may seek information or assistance from an applicable consumer-protection body or other authorised dispute-resolution service.