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Customer Complaints

We understand the importance of getting things right first time and we are really sorry if you are not happy, we want to put this right straight away. Whilst this is not a reflection of our usual level of customer service, we know that sometimes things go wrong and we want to hear from you so we can sort things out and improve our products and service to our customers.

To do this, please email us with all the information about your complaint. Please make sure you include your Order Number/Invoice Number this is relating to. You can also attach any pictures or other information, relevant to your case.


Telephone Number: 01376 560341

Postal Address: Customer Relations, Neutrino Retail Ltd, Albert Road, Braintree, Essex CM7 3JQ

Our trained Customer Relations team will fully investigate your complaint and reply to you within 72 hours. Your patience is appreciated whilst we investigate all the facts fully and come to a conclusion on your case.

Whilst every effort will be made to respond with our resolution within 72 hours, as we may be reliant on a manufacturer’s communication to resolve your complaint, this may extend our timeframe to a maximum of 10 days.

Our Customer Relations team are available from 9am and 5.30pm, Monday to Friday and between September to December on Saturdays, from 10am to 4pm, excluding Bank Holidays.

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