Express Gadgets Limited
Last Updated: June 2026At Express Gadgets Limited, we take every complaint seriously. We understand that things do not always go as planned, and when they do not, we want to make it right as quickly and fairly as possible.
Our goal is to resolve every complaint at the first point of contact. If we cannot do that immediately, we will keep you informed throughout the process and ensure you receive a clear, honest response.
All complaints are assessed against our published policies and applicable UK consumer law. We encourage all customers to read our relevant policies before raising a complaint, as this helps ensure the best possible outcome and avoids unnecessary delays.
Before raising a complaint, we strongly encourage you to read our relevant policies, which are available on our website at expressgadgetsltd.co.uk. Many concerns can be resolved quickly by referring to the applicable policy, and understanding our terms will help ensure your complaint is assessed as efficiently as possible.
Complaints that are investigated and found to fall outside the scope of our policies and your statutory rights under UK consumer law will not be upheld. In all such cases, we will inform you clearly in writing and explain the reasons for our decision. This does not affect any statutory rights you may have under applicable UK law.
If you are not satisfied with any aspect of your experience with Express Gadgets Limited — whether relating to a product, an order, a return, a refund, a warranty claim, or our customer service — please contact us directly. This is always the fastest and most effective way to resolve any issue.
Email is our primary and fastest response channel. We aim to respond to all complaints as promptly as possible during business hours.
To help us resolve your complaint as quickly as possible, please include the following information when you contact us:
The more detail you provide, the faster we can investigate and respond. Incomplete information may result in delays while we gather the facts.
We will acknowledge receipt of your complaint promptly via WhatsApp, SMS, or email — whichever method you used to contact us. Our aim is to acknowledge all complaints on the same day or within one working day of receipt.
Once we have acknowledged your complaint, our team will investigate the matter fully. This may involve reviewing your order details, inspecting photographs or evidence you have provided, consulting with our technical team, or liaising with our courier partners where relevant.
We aim to provide a full response to all complaints within 5 working days of receipt. Where a complaint requires more time to investigate — for example, if a device needs to be returned and inspected — we will keep you informed of progress and provide an estimated timeframe.
All complaints are assessed against our published policies and applicable UK consumer law. We assess each complaint fairly and on its individual merits.
We will communicate our findings and proposed resolution to you via WhatsApp, SMS, or email.
Where our investigation finds that your complaint is upheld — for example, where we have made an error or where the issue falls within the scope of our policies or your statutory rights — we will take appropriate action promptly. This may include a refund, replacement, repair, or another suitable remedy in accordance with our Returns, Refunds & Cancellation Policy.
Where our investigation finds that the reported issue does not fall within the scope of our policies or your statutory rights under UK consumer law, we will inform you clearly in writing and explain our reasons. We will always be transparent about the basis for our decision. This does not affect any statutory rights you may have under applicable UK law.
If your complaint is not resolved to your satisfaction through our standard customer service process, you may escalate it as a formal complaint by contacting us in writing and marking your message clearly as 'Formal Complaint':
We will acknowledge your formal complaint within 2 working days and aim to provide a full written response within 14 calendar days of receipt.
We are committed to resolving every complaint fairly and to your satisfaction. If you feel your complaint has not been adequately resolved after following our complaints process, you may seek independent guidance from relevant consumer advisory services available in the United Kingdom.
For all complaints and queries, please contact us using the details below. We are here to help and always aim to resolve issues fairly and promptly.
The questions below cover the most common queries about our complaints process. Refer to the relevant section above for full details.
Yes — we strongly encourage you to read our relevant policies before raising a complaint. Our Returns, Refunds & Cancellation Policy, Shipping & Delivery Policy, and other policies are available at expressgadgetsltd.co.uk. Many concerns can be resolved quickly by referring to the relevant policy. Complaints found to fall outside our policies and your statutory rights will not be upheld, though we will always explain our decision clearly. See Section 1.
Contact us via WhatsApp on +44 7770 825370 — this is the fastest way to raise and resolve any issue. You can also call the same number, email support@expressgadgetsltd.co.uk, or write to us at our Leeds address. Please include your order number, a description of the issue, and what outcome you are looking for. See Section 2.
All complaints are assessed against our published policies and UK consumer law. If our investigation finds your complaint falls outside the scope of our policies and your statutory rights, we will inform you clearly in writing and explain the reasons. We always encourage customers to review our policies first to understand what is and is not covered. See Sections 1 and 4.3.
We aim to acknowledge all complaints on the same day or within one working day. For standard complaints we aim to provide a full response within 5 working days. For formal complaints, we acknowledge within 2 working days and provide a full written response within 14 calendar days. See Sections 4 and 5.
If your complaint is not resolved through our standard customer service process, you can escalate it as a formal complaint by emailing support@expressgadgetsltd.co.uk or writing to us at 665 Dewsbury Road, Leeds, LS11 5LF. Please mark your message clearly as 'Formal Complaint' and include your full name, order number, and a description of the issue. See Section 4.4.
If you feel your complaint has not been adequately resolved after following our full complaints process, you may seek independent guidance from relevant consumer advisory services available in the United Kingdom. See Section 6.
Most complaints are resolved at the first point of contact, often on the same day. More complex complaints may take longer — we will always keep you updated. Formal complaints receive a full written response within 14 calendar days. See Section 5.
Yes. If you are not satisfied with the outcome of a return, refund, or warranty claim, please contact us directly and we will review the matter. Please read our Returns, Refunds & Cancellation Policy at expressgadgetsltd.co.uk/returns first, as it sets out exactly what is covered and what is not.