Legal
Complaints Policy
How to raise and escalate complaints about VaultLabs orders, service, or privacy. Version 2.0.
Last updated: 2026-08-06 · Version 2.0 · Effective 2026-01-01
Scope
This policy covers complaints about orders, delivery, product documentation, billing, website functionality, privacy, and compliance conduct. It does not provide medical or research protocol advice.
How to complain
Email support@vaultlabs.shop with your name, order reference (if applicable), and a clear description of the issue. Include photos for delivery or quality complaints. WhatsApp/Telegram may be used for initial contact, but formal complaints should be confirmed by email.
Acknowledgement and response times
We aim to acknowledge complaints within 2 UAE business days and provide a substantive response within 10 UAE business days. Complex matters may require longer investigation — we will keep you informed.
Escalation
If you are dissatisfied with our response, reply to the same thread requesting escalation to a senior operations reviewer. Unresolved consumer matters may be referred to relevant UAE consumer protection channels where applicable.
Privacy complaints
Privacy-related complaints may also be directed to support@vaultlabs.shop. You may lodge a complaint with the UAE Data Office where applicable under the UAE PDPL.
Records
We retain complaint records in line with our Privacy Policy for quality improvement and legal purposes.
Version
Version 2.0 · Last updated 2026-08-06.
These pages provide the current commercial policies of VaultLabs.shop and are not a substitute for independent legal advice.