Complaint Policy.

Last updated: 22 July 2026

Thank you for shopping with EMXracing Ltd. We are committed to providing a high standard of customer service and to dealing with any complaints fairly, promptly and professionally.
This Complaint Policy explains how you can raise a complaint and how we will handle it.
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1. About Us
EMXracing Ltd
Company Number: 17342960
Registered Office:
30 Tutnalls Street
Lydney
Gloucestershire
GL15 5PG
United Kingdom

Email: admin@emxracing.co.uk
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2. How to Make a Complaint
If you are unhappy with any aspect of our products, services, website, delivery or customer support, please contact us as soon as possible at complaints@emxracing.co.uk.
When submitting a complaint, please include as much detail as possible, including:
* Your full name;
* Your order number, if applicable;
* A clear description of the issue;
* Any relevant photographs, screenshots or supporting information; and
* The outcome you would like us to consider.
Providing complete information will help us investigate and resolve your complaint more quickly.
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3. What We Will Do
Once we receive your complaint, we will:
* Acknowledge receipt of your complaint;
* Review the information you have provided;
* Investigate the matter fairly and thoroughly; and
* Respond with our findings and any proposed resolution.
We aim to handle all complaints in a timely and respectful manner.
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4. Response Times
We aim to acknowledge complaints within 2 working days of receipt.
We will then investigate the matter and aim to provide a full response within 10 working days.
If we need more time to investigate, we will let you know and provide an updated timeframe.
Working days are Monday to Friday, excluding public holidays in England and Wales.
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5. Possible Resolutions
Depending on the nature of the complaint, possible resolutions may include:
* An explanation or clarification;
* An apology;
* A replacement, repair or refund where appropriate;
* A correction of any error;
* Further investigation with a third party such as a courier or payment provider; or
* Another reasonable solution based on the circumstances.
Any resolution offered will be considered on a case-by-case basis and in accordance with your statutory rights.
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6. Escalating a Complaint
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again.
Please reply to our response email and explain why you remain dissatisfied. We will review the matter further and aim to provide a final response as soon as reasonably possible.
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7. External Resolution
If we are unable to resolve your complaint to your satisfaction, you may have the right to seek advice from your local Citizens Advice service or another relevant consumer support body.
Nothing in this policy affects your statutory rights under UK consumer law.
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8. Complaints About Damaged, Faulty or Incorrect Items
If your complaint relates to a damaged, faulty or incorrect item, please contact us as soon as possible with supporting details and photographs where possible.
We may ask you to return the item for inspection before we can confirm the appropriate resolution.
Any return or refund will be handled in line with our Returns Policy and your legal rights.
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9. Unreasonable or Abusive Behaviour
We are committed to treating all customers fairly and respectfully. We ask that customers also treat our staff with courtesy.
We reserve the right to limit communication where messages are abusive, threatening or unreasonable. This will not affect your right to have your complaint reviewed fairly.
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10. Contact Us
If you wish to make a complaint or have any questions about this policy, please contact:
EMXracing Ltd
Email: complaints@emxracing.co.uk
Registered Office:
30 Tutnalls Street
Lydney
Gloucestershire
GL15 5PG
United Kingdom
Company Number: 17342960
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We value customer feedback and use complaints to help us improve our products and services.
Thank you for giving us the opportunity to put things right.

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