Effective Date: July 28, 2026

Last Updated: July 28, 2026

Company Name: KAGNIGUS LIMITED

Company Number: 813466 (Ireland)

Registered Address: 77 Camden Street Lower, Co. Dublin, Dublin, D02 XE80, Ireland

Website: reloadskins.com

This Complaints Policy explains how KAGNIGUS LIMITED (“ReloadSkins”, “we”, “us”, “our”) receives, records, and resolves complaints from our customers and website users. We take all complaints seriously and aim to handle them fairly, consistently, and promptly.

1. Purpose and Scope

This policy applies to complaints relating to our website reloadskins.com, our products and services, our customer support, and our handling of your personal data. It sits alongside our Privacy Policy, Terms & Conditions, and Skin Selling Terms.

2. What Is a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about our products, services, staff, or the way we have handled your personal data, where you expect a response or resolution.

3. How to Make a Complaint

You can submit a complaint through any of the following channels:

  • Email (general complaints): info@reloadskins.com

  • Email (data protection / privacy complaints): privacy@reloadskins.com

  • Contact form: available on our website

To help us investigate quickly, please include:

  • Your name and the email address associated with your account;

  • Your order or withdrawal reference, if relevant;

  • A clear description of your complaint; and

  • The outcome you are looking for.

4. How We Handle Complaints

We follow a clear procedure for every complaint we receive:

  • Acknowledgement: We will acknowledge your complaint within 5 business days of receiving it.

  • Investigation: We will review your complaint fairly and impartially, gathering any information we need to understand what happened.

  • Resolution: We aim to provide a full response and resolution within 30 calendar days. If a complaint is complex and we need more time, we will let you know and keep you updated on our progress.

  • Outcome: We will explain the outcome of our investigation and any steps we intend to take.

5. Logging and Records

We record every complaint we receive in our complaints log. For each complaint we record:

  • The date the complaint was received;

  • A unique reference and the details of the complaint;

  • The status of the complaint and any actions taken; and

  • The date the complaint was resolved or closed.

We retain complaint records for as long as necessary to meet our legal and operational obligations, in line with our Privacy Policy.

6. Data Protection Complaints

If your complaint relates to how we process your personal data, we will handle it in coordination with our Privacy Policy. You also have the right to lodge a complaint with the relevant data protection supervisory authority. In Ireland, this is the Data Protection Commission (DPC), which can be contacted via www.dataprotection.ie.

7. If You Are Not Satisfied

If you are not satisfied with our response, you may ask us to review the outcome by replying to our response and explaining why. Where possible, a different member of our team will review your complaint again. Depending on the nature of your complaint, you may also be entitled to refer it to a relevant external body or supervisory authority.

8. Contact

To make or follow up on a complaint, contact us at info@reloadskins.com (general) or privacy@reloadskins.com (data protection), or use the contact form on our website.