Complaints Policy

At ElectraStim, we aim to provide high-quality products and helpful customer service. If something has fallen short of your expectations, we want to hear about it and have the opportunity to put things right. This policy covers complaints about our products, orders, customer service and the way we handle personal information.

How to make a complaint

Email: info@electrastim.com

Online: Contact Us

Post: Cyrex Ltd, Unit 36, Hoddesdon Industrial Centre, Hoddesdon, Hertfordshire, EN11 0FF, United Kingdom.

Please include your name, a description of your complaint and, where relevant, your order number and any supporting information. You do not need an order number to raise a complaint about your personal data.

How we handle complaints

We aim to acknowledge your complaint within five working days of receiving it and provide a full response within 20 working days of receipt. These timeframes begin when we receive your complaint, including when a letter sent by post arrives. We will review the issue fairly and may contact you for further information. If we need longer to investigate, we will explain why and keep you updated.

If you are unhappy with our response

If you are dissatisfied with the outcome, please reply to our email or contact info@electrastim.com and ask for your complaint to be reviewed again. We will arrange for a further review by an appropriate member of our team. Where an applicable external dispute resolution arrangement is available, we will provide the relevant information.

Data protection complaints

If your complaint concerns how we have used or handled your personal information, we will acknowledge it within 30 days of receiving it, investigate without undue delay, keep you informed of progress and explain the outcome.

You also have the right to complain to the UK Information Commissioner's Office (ICO), or to another relevant data protection authority where applicable.

This policy does not affect your statutory rights.

Last updated: 11 November 2026