Help
We’d rather fix a problem than argue about it. Here is the order to try things in, and the independent routes open to you if we still get it wrong.
Every request has a message thread and a decision card. Add photos, ask a question or answer an offer there. Most problems end here, and it keeps everything in one place.
If a request was turned down, the order page offers a second look. It goes to a manager, not the person who decided, and you get a reply within two working days.
Email contact@annurstore.co.uk with the subject “Complaint” and your order number. Say what happened, what you have already been told, and what you want. We acknowledge within two working days and send a final written response within 14 days. That response says whether we agree to use an independent dispute resolution provider.
If our final response doesn’t settle it, the routes below are open to you. None of them needs a solicitor.
Free, impartial advice on your rights under the Consumer Rights Act 2015 and on what to do next. They can also pass a report to Trading Standards.
citizensadvice.org.ukIf you paid by debit or credit card, your bank or card issuer may be able to reverse the payment (a chargeback). For credit card purchases over £100, Section 75 of the Consumer Credit Act makes the card company jointly responsible with us.
How chargeback and Section 75 workAn independent body that looks at both sides and gives a decision, usually free to you. Our final response will say whether we will take part. If we don’t, the small claims route below is still open.
Consumer protection rights on GOV.UKFor claims up to £10,000 in England and Wales you can claim online without a solicitor. There is a court fee, which is added to the claim if you win.
Make a court claim for moneyKeep hold of your order number, the photos you sent, the messages on your order page and any drop-off receipt. They are the evidence every route above will ask for, and they are all kept on your order page.
An Nur Ltd · contact@annurstore.co.uk · +44 7405 324071