Complaints & Chargeback Policy

At Just Pleachy, we are committed to delivering excellent service. We understand that sometimes things may not go as planned, and when that happens, we want to hear from you. Your feedback helps us improve.

How to Make a Complaint

If you are unhappy with any aspect of our products or service, you have the right to raise a complaint. Please email: complaints@justpleachy.co.uk

In your message, please include:

• Your order number
• The email address used to place your order

We aim to acknowledge all complaints within 2 working days.

What Happens Next

• A member of our team will be assigned to handle your complaint.
• We will listen carefully and gather all relevant details.
• You will receive a written response.
• Depending on the nature of your complaint, you may receive a final resolution offer.
• We may contact you by phone or email if we need more information or clarification.

Our aim is always to provide a fair and timely resolution. If we find we have fallen short, we will apologise and put things right.

Our Approach

• We will treat you with respect and fairness throughout.
• We aim to resolve concerns quickly and informally wherever possible.
• Where a full investigation is needed, we will keep you updated on progress.

We always aim to reach a fair outcome and maintain transparent communication at every stage.

Money Claims & Chargebacks

We handle all payments and refunds fairly and transparently. We always encourage customers to contact us first if there’s ever a problem with an order, delivery, or refund, as most issues can be resolved quickly without the need for a chargeback or formal claim.

If a chargeback is filed after a refund has already been issued or is in progress, or without first contacting us to resolve the matter, or after a full review confirming that a refund or return is not appropriate, we may take further action to recover the loss.

In cases where a chargeback is found to be unfounded, duplicated, or fraudulent, Just Pleachy may refer the amount to an approved Debt Collection Agency for recovery. This approach helps protect our business from misuse of the chargeback process while ensuring all customers retain their statutory rights and cardholder protections under UK law. We may also report confirmed cases of chargeback fraud to Action Fraud, the UK’s national fraud and cybercrime reporting centre.

If you are unhappy with the final resolution and wish to take the matter further, please review our key policies before proceeding. All our policies are available online, including our Refund Policy, Delivery Policy, and Terms & Conditions. Taking a few moments to review these before making a claim can often resolve most concerns quickly and avoid unnecessary time and expense for both you and us. Our policies are designed to protect our customers and our business fairly, ensuring that everyone understands their rights and responsibilities from the start.

If you still wish to submit a money claim, please use the following contact details. Please mark email as our primary method of communication.  

• Email: complaints@justpleachy.co.uk
• Telephone: 0330 818 7142 
• Address: Just Pleachy Ltd c/o Oaktree Accountants, 38 Bridge Street, Andover, Hampshire, SP10 1BW.

Important Notice

Our correspondence address is different from our registered office. Please do not send any legal or claims correspondence to our registered office address, as it is used solely for official communications with HMRC and Companies House.