Science Engineered Limited
Last updated: 13 November 2026
We want every customer to be satisfied with our products and service. If something is not right, please tell us.
1. How to complain
- Email: contact@scienceengineered.com, with "Complaint" in the subject line
- Post: Science Engineered Limited, 1 Dukes Passage, Brighton, East Sussex, BN1 1BS
Please include your name, your organisation if relevant, your order number, what went wrong and what you would like us to do. Photographs help with product problems.
2. What happens next
- We acknowledge your complaint within 3 working days.
- We investigate. For product problems we may ask for photographs, a short video or for the item to be returned for inspection, at our cost if it turns out to be faulty.
- We aim to give you a full response within 14 working days. If we need longer, for example to test a returned unit, we will tell you why and when to expect our answer.
- If we got something wrong, we will put it right, which may mean a repair, replacement, refund, credit or another fair remedy.
Faulty goods and cancellations are also covered by our Terms of Sale, sections 8 to 10.
3. Complaints about personal data
If your complaint is about how we have used your personal data, email contact@scienceengineered.com. We will acknowledge it within 30 days at the latest, then investigate it and tell you the outcome without undue delay. You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
4. If you are still not satisfied
- Consumers: you can contact the Citizens Advice consumer helpline on 0808 223 1133 or at citizensadvice.org.uk, which can refer complaints to Trading Standards. You can also bring a claim in the county court; claims up to £10,000 are normally dealt with in the small claims track.
- Business customers: please ask for your complaint to be reviewed by our director, who will reply within 10 working days. If we still cannot agree, either of us may refer the matter to mediation before going to court.
If we cannot resolve a consumer complaint, our final response will tell you so and give details of any independent dispute resolution service available and whether we will take part.
This procedure does not affect your legal rights.