This Product Complaint and Disputes Policy (“Policy”) governs how Roiers FZ-LLC, owner and operator of the website vistorum.com (“Vistorum,” “we,” “us,” “our”), handles complaints relating to purchased products/services and disputes that may arise between Vistorum and its customers (“Customer,” “User,” “you”).
By using vistorum.com and purchasing our products/services, you agree to the terms of this Policy.
This Policy applies to:
A Customer wishing to submit a complaint regarding a product or service should contact our customer service team at info@vistorum.com, providing the following information:
Complaints may be submitted within 14 (fourteen) days of receiving the product or using the service, unless different timeframes are required by mandatory consumer protection laws applicable in the Customer’s jurisdiction.
Following review of the complaint, Vistorum may, at its own discretion and depending on the nature of the issue, offer:
Return and refund procedures follow the Return & Refund Policy published on vistorum.com, where applicable. In case of conflict between the two policies regarding specific return/refund matters, the Return & Refund Policy shall prevail.
In the event of a disagreement, we encourage the Customer to first contact our customer service team at info@vistorum.com. The majority of disputes are resolved at this stage through direct, good-faith dialogue.
If the initial response from customer service is not satisfactory, the Customer may request escalation of their case to a senior representative by writing again to info@vistorum.com with the subject line “Complaint Escalation – [order number]”.
Before initiating a chargeback with your bank or payment provider, we invite the Customer to contact us directly: in most cases, we are able to resolve the issue faster and more effectively through direct communication.
If no agreement can be reached through the channels described above, the parties may resort to alternative dispute resolution (ADR/mediation) mechanisms where available, or pursue legal action before the competent courts, without prejudice to any mandatory consumer rights provided under applicable law.
Unless otherwise required by mandatory consumer protection laws applicable in the Customer’s country of residence, this Policy and any dispute arising from it shall be governed by the laws of the United Arab Emirates, with the courts of Ras Al Khaimah (RAK), United Arab Emirates, having exclusive jurisdiction.
Vistorum reserves the right not to act upon complaints that are:
For any complaint, request for clarification, or inquiry regarding this Policy, you can reach us at:
Roiers FZ-LLC Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ Ras Al Khaimah, United Arab Emirates Email: info@vistorum.com
Vistorum reserves the right to modify this Policy at any time. Changes will be published on this page with an updated revision date. We recommend reviewing this page periodically.