Complaints Policy

Last Updated: November 03, 2025

At Loboza, we are committed to delivering quality products and exceptional customer service for our premium travel gear, including backpacks, duffle bags, laptop bags, travel bags, and chest bags crafted with durable Cordura fabric and reliable YKK zippers. If you are not satisfied with any aspect of your shopping experience—from product quality to delivery or support—we take your feedback seriously and aim to resolve concerns promptly, fairly, and transparently. This Complaints Policy ensures accountability and aligns with Google Merchant Center (GMC) guidelines, Google Ads policies, and eCommerce best practices, including clear escalation paths, timelines, and resolution options to foster trust and accurate representations in our listings and promotions.

We encourage open communication to improve our services. All complaints are handled confidentially, with records maintained for internal review and legal compliance (e.g., Pakistan's Consumer Protection Act). This policy integrates with our Terms of Service, Return Policy, and Refund Policy.

1. How to Submit a Complaint

We make it easy to voice concerns—whether about a defective zipper on your laptop bag, a delayed shipment, or billing issues. Submit via:

  • Email: care@loboza.com Subject Line: “Complaint – [Your Order Number or Description]” (e.g., “Complaint – Order #12345 – Defective Backpack”).

Include these details for faster resolution:

  • Your full name, email, and phone number.
  • Order number (if applicable) or relevant transaction details.
  • A clear, concise description of the issue (e.g., "The duffle bag arrived with a torn seam after 5 days").
  • Supporting evidence: Photos, videos, invoices, or screenshots.
  • Preferred resolution (e.g., replacement, refund).

For urgent matters (e.g., safety concerns), call +1 (805) 246-4035 during business hours. Anonymous complaints are accepted but may limit follow-up.

GMC and Google Ads compliance: We disclose this process in customer support links on product pages.

2. Complaint Handling Process

Our structured approach ensures efficiency and empathy:

  • Acknowledgment: We'll confirm receipt via email within 2 business days (often same day), assigning a reference number (e.g., COMP-2025-001).
  • Investigation: A dedicated team reviews your details, including order history, product specs, and any third-party records (e.g., shipping logs). This takes 3–5 business days; complex cases (e.g., international disputes) may extend to 7 days.
  • Interim Update: If delays occur, we'll notify you with reasons and a revised timeline.
  • Resolution: We target closure within 7 business days total, offering a written response with next steps.

All interactions are logged for quality assurance, respecting data privacy per our Privacy Policy.

3. Possible Resolutions

Resolutions are tailored to the issue, prioritizing fairness:



Issue Type Potential Solutions
Product Defects/Damage Free repair, replacement, or refund (per Refund Policy); prepaid return shipping.
Delivery/Shipping Delays Partial/full refund on shipping fees, expedited re-shipment, or store credit.
Billing/Payment Errors Immediate adjustment, refund, or credit; investigation with processors.
Service/Support Concerns Apology, complimentary accessory, or enhanced support (e.g., priority queue).
General Feedback Detailed explanation, process improvements, or goodwill gesture (e.g., discount code).

We aim for mutually agreeable outcomes; if unavailable, escalation applies.

4. Escalating a Complaint

Not satisfied with the initial resolution? We're here to listen:

  • Reply to our acknowledgment email or request escalation explicitly.
  • A senior manager (e.g., Customer Experience Lead) will conduct an independent review within 5 business days.
  • Final decision: Issued in writing, with reasons and any appeals info (e.g., to regulatory bodies like Pakistan's Consumer Court).
  • No further internal escalation, but we support external mediation if needed.

This tiered system complies with eCommerce dispute standards for accountability.

5. Our Commitment to You

  • Professionalism: Every complaint is treated with respect, empathy, and confidentiality—no retaliation or bias.
  • Continuous Improvement: Feedback drives enhancements, like refining our YKK zipper quality checks.
  • Transparency: We'll explain decisions clearly, without jargon, and track satisfaction via optional follow-up surveys.
  • Legal Rights: This policy doesn't limit your statutory rights under applicable laws.

We review complaints quarterly to refine processes, sharing anonymized insights on our site.

6. Policy Changes

Updates for legal, operational, or feedback-driven reasons will post here with notice (e.g., email to recent customers). Continued engagement implies acceptance.

Contact Information

For complaints, feedback, or support:

  • Company Name: LOBOZA (SMC-PRIVATE) LIMITED
  • Phone: +1 (805) 246-4035
  • Email: care@loboza.com
  • Address: Mughal Market, Bhanywali Rd, Perochak, Daska, Sialkot 51310, Pakistan

We appreciate your trust in Loboza and promise to resolve issues timely and fairly. Your voice shapes our journey—thank you for being part of it. Built in Sialkot, for beyond.