Complaint Handling
How to Make a Complaint
If you have a complaint regarding your experience with Hermanor, please contact us via email at heermanor@outlook.com. To help us address your issue efficiently, please include the following information:
- Your full name
- Your order number (if applicable)
- A clear description of the issue
- Your desired outcome
- Any supporting evidence (such as photos or screenshots)
What Happens Next
Upon receiving your complaint, we will acknowledge it as promptly as possible. We aim to investigate and provide a full response within 14 business days. If your complaint is complex and requires more time, we will inform you of the revised timeline, which will not exceed 30 business days from the date of receipt.
Escalation (Internal)
If you are not satisfied with the initial response to your complaint, you may request that it be escalated to a senior team member. We will provide a further response within an additional 14 business days.
External Resolution
If your complaint remains unresolved after following our internal procedures, you may contact the appropriate external bodies for further assistance:
- For consumer protection issues in Quebec: Office de la protection du consommateur du Québec (OPC QC), 1-888-672-2556
- For federal cross-border or deceptive marketing issues: Competition Bureau Canada, 1-800-348-5358
- For privacy-related concerns: Office of the Privacy Commissioner of Canada, 1-800-282-1376
- For Quebec privacy matters: Commission d'accès à l'information du Québec (CAI), 1-888-528-7741
Returns and Defective Goods
If your complaint relates to a return, cancellation, or faulty item, please refer to our Returns, Refunds & Consumer Rights Policy for the specific process.
Last Updated: April 2026