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How to make a suggestion or file a complaint

how to make a suggestion

Customers who have used our products and would like to suggest an improvement rather than complaining formally are welcomed to send their feedback to info@galaxapharma.com, we will be happy to hear from you. You will receive a confirmation that we have received your suggestion and, if grated your permission we will contact you in case we would like to follow up on it. When making a suggestion, please state:

how to file a complaint

As a customer of Galaxa Pharma, you are welcomed to make a complaint to us if any of our products or services did not meet your expectations. If you have a complaint regarding our products that is related to defects, quality, safety or performance of the product or possible damage during transport, we encourage you to make a written complaint. The policy and procedures for how a written customer complaint should be performed and how GP will handle it can be found below:

complaint levels
Level 1:
Level 2:

Includes complaints on devices reported as serious adverse events or incidents if considered related to the device fault.

complaint procedure
contact method

To ensure your case is reviewed and the matter investigated, please contact us via email at help@galaxapharma.com in case of urgent complaints (as defined above) you are also welcomed to contact us by phone at +45 70 70 73 37

necessary information

To handle your complaint effectively and quickly you will provide us with the following information:

  • Your name and contact details
  • Purchase information
    –  Receipt / purchase confirmation
    –  Order number 
  • A detailed description of the reason for the complaint including how the fault occurred if known and applicable
  • The nature of the complaint, e.g.:
    – Impaired product related to safety or quality
    – Impaired performance of the product
    – Product defects e.g., impairment of content, container, labelling maybe due to transportation
    – Other
  • Copies of any documentation which supports your complaint
    – Pictures of the defect/impairment
    – Detailed description of safety/quality/performance impairment with pictures if possible
    – Purchase or order confirmation with visible date of purchase/order placement
    – Any other relevant information
  • Additionally, in case of urgent complaint of level 2:
    – The consumer might be asked to return the residual product, for the purpose of more informed investigation
    – Detailed information about the side effects (how the consumer reacted to the product) need to be included

 

handling your complaint
responsibility

Complaints made to Galaxa Pharma are handled and investigated by the Marketing and/or Science Department depending on the nature of the complaint.

Level 1 complaints:
Level 2 complaints:
resolution actions
  • When your complaint is resolved, we will confirm this with you within 2 business days.
  • Depending on the result of the investigation, the following actions might be taken:
    – A refund of the purchase amount
    – A new product delivery
    – The consumer might be asked to send back the product related to the complaint matter
    – Shall the investigation proof the complaint to be invalid, in cases when GP was not the party responsible for the fault/harm, the complaint might be resolved in favour of GP.
    – GP claims the right to resolve the complaint in an alternative manner not listed above, shall the particular case require so.

right of appeal

Shall the consumer not be satisfied with how the complaint has been resolved, they can appeal to/via:

confidentiality and data protection

Shall the consumer not be satisfied with how the complaint has been resolved, they can appeal to/via: