At Akustiq USA LLC, we take customer concerns seriously. If something has gone wrong with your order, your product, or your experience with us, we want the chance to make it right. This page explains how to file a complaint and what to expect from us.

How to file a complaint

Email us at info@akuwoodpanel.com with the subject line "Complaint — [your order number]".

To help us resolve your concern as quickly as possible, please include:

• Your order number and the date of purchase
• The name and contact information you used at checkout
• A clear description of the issue
• Photographs of the product and/or packaging if relevant
• What outcome you are seeking (refund, replacement, explanation, etc.)

What to expect

• Acknowledgment: We will acknowledge receipt of your complaint within two (2) business days.
• Initial response: We will provide a substantive response within five (5) business days. If your complaint requires investigation (for example, contacting a shipping carrier or supplier), we will let you know and provide an estimated timeline.
• Resolution: We aim to resolve all complaints within fifteen (15) business days. Complex cases may take longer; in those cases we will keep you informed of progress.

Our customer service team is available Monday through Friday, 9 AM – 5 PM CST.

Escalation

If you are not satisfied with our initial response, you may request that your complaint be escalated to a senior team member. To escalate, reply to our response email with the subject line "Escalation requested" and include any additional information you would like us to consider. A senior team member will review your case and respond within five (5) business days.

Refunds, returns, and damage claims

Complaints related to returns, refunds, restocking fees, damaged or defective items, or wrong items received are governed by the timeframes and procedures in our Return Policy. Please review that policy first, as certa