1. Introduction #

Lesotho Wine is committed to handling customer concerns fairly, efficiently, and transparently. This policy explains how complaints and escalations are managed across all services.

2. Scope of This Policy #

This policy applies to all interactions with Lesotho Wine, including:

• Ecommerce purchases (wine, merchandise, accessories)
• Wine Club subscriptions and billing
• Event tickets and participation (including the Lesotho Wine Festival)
• Shipping and collection processes
• Payment processing systems
• Cross-border transactions
• Customer support interactions

3. How to Submit a Complaint #

Complaints can be submitted via:

• Email: info@lesothowine.co.ls
• Support channel (where applicable on website)

All complaints should include:

• Full name
• Contact details
• Order or ticket reference number
• Clear description of the issue

4. Complaint Categories #

Complaints may include:

• Payment issues
• Non-receipt of goods or tickets
• Wine Club billing or allocation issues
• Event entry or experience issues
• Delivery delays or courier problems
• Product quality concerns
• General service feedback

5. Acknowledgement Timeframes #

We aim to acknowledge all complaints within:

• 2–5 business days

Acknowledgement confirms receipt but does not imply resolution.

6. Resolution Process #

Once received, complaints will be:

• Logged and categorised
• Investigated internally
• Reviewed against transaction records and system data
• Resolved based on policy and available evidence

We may contact you for additional information where required.

7. Escalation Levels #

If a complaint cannot be resolved at initial support level, it will be escalated internally to:

• Operations team
• Finance team (for payment disputes)
• Event management team (for festival-related matters)
• Senior management where necessary

8. Timeframes for Resolution #

We aim to resolve complaints within:

• 5 to 14 business days depending on complexity

Complex issues (including cross-border or payment disputes) may require additional time.

9. Evidence and Supporting Information #

Customers may be required to provide:

• Proof of purchase
• Payment confirmation
• Email correspondence
• Photographic evidence (for damaged goods or event issues)

Failure to provide sufficient evidence may delay resolution.

10. Unresolved or Complex Disputes #

Where internal resolution is not possible, disputes may be:

• Referred to external payment providers (Payfast, Yoco, banks)
• Handled in accordance with applicable consumer protection laws
• Escalated to appropriate legal or regulatory channels if necessary

11. Event-Related Complaints #

For events such as the Lesotho Wine Festival:

• Complaints must be submitted within a reasonable timeframe after the event
• Issues related to entry, safety, or service will be reviewed based on event logs and security reports
• Media and operational records may be used in assessment

12. Ecommerce & Delivery Complaints #

For shipping or product issues:

• Complaints must be submitted within a reasonable period after delivery or expected delivery
• Courier tracking data will be used for verification
• Third-party logistics providers may be involved in investigation

13. Wine Club Complaints #

For subscription-related issues:

• Billing disputes will be reviewed against payment gateway records
• Allocation or fulfilment issues will be reviewed per monthly cycle
• Cancellation requests are handled in line with Wine Club Terms

14. Fraud and Payment Disputes #

We take fraud prevention seriously. Where disputes indicate potential fraud or chargeback abuse:

• Transactions may be suspended pending investigation
• Payment providers may be engaged for verification
• Memberships or accounts may be temporarily restricted

15. Fair Use of the Complaints Process #

The complaints system must not be misused for:

• Fraudulent claims
• Repeated unfounded disputes
• Abuse of staff or systems

We reserve the right to restrict access to support in cases of misuse.

16. Contact Information #

Lesotho Wine

Email: info@lesothowine.co.ls
Support: support@lesothowine.co.ls
Phone: +266 2232 4621

Address:
62 Moshoeshoe Road
Industrial Area
Maseru 100
Lesotho