Last Updated: 4 April 2026
1. Something not right?
We want you to love your tech, but if something has gone wrong, we want to fix it. Here is how you can get in touch to make a formal complaint.
2. Step 1: Get in touch
The quickest way is to email us at legal@justroo.com. Please include:
- Your order number.
- A clear description of the problem.
- Any photos or evidence that might help us understand.
3. Step 2: Acknowledgment
We’ll let you know we’ve received your complaint within 2 business days.
4. Step 3: Investigation
A member of our management team will look into what happened. We aim to provide a full resolution within 14 days.
5. Step 4: Final Outcome
We’ll write to you with our final decision. If we’ve made a mistake, we’ll do our best to make it right, whether that’s a repair, replacement, or refund.
6. Still not happy?
If we can’t reach an agreement, you may be able to escalate your complaint to an independent Alternative Dispute Resolution (ADR) provider. We’ll provide those details in our final response if needed.