Complaints Procedure

Our Commitment to Customer Satisfaction

At Max Saver, we are committed to providing excellent customer service, quality products and a positive shopping experience.

We understand that occasionally things may not go as expected. If you are unhappy with any aspect of our products or services, we want to hear from you so we can put things right.

We aim to handle all complaints fairly, professionally and as quickly as possible.

How to Make a Complaint

If you wish to raise a complaint, please contact our customer service team using the details below.

Postal Address:

Max Saver
Arkwright Street
Tyersal
Bradford
BD4 8JL

When contacting us, please include:

Your full name and contact details.
Your order number, if applicable.
A clear description of your complaint.
Any relevant photographs or supporting information.
How you would like the matter resolved.

Providing this information will help us investigate your complaint efficiently.

Acknowledging Your Complaint

We aim to acknowledge complaints within 2 working days of receiving them.

Our customer service team will review the information provided and may contact you if further details are required.

Investigating Your Complaint

We take every complaint seriously and will investigate the circumstances fairly.

Depending on the nature of your complaint, we may:

Review your order and delivery information.
Contact the relevant delivery company.
Request photographs or additional evidence.
Discuss the issue with our suppliers or warehouse team.

We aim to provide a response or proposed resolution within 5 working days wherever possible.

More complex complaints may take longer. If additional time is required, we will keep you informed.

Resolving Your Complaint

Where appropriate, we may offer:

A replacement product.
A refund.
Assistance with a damaged or missing delivery.
Another reasonable solution based on the circumstances.

Any resolution will take account of your statutory consumer rights.

If You Are Unhappy With Our Response

If you are dissatisfied with the initial outcome, please reply to our response and explain why you believe the matter remains unresolved.

We will arrange for your complaint to be reviewed again and provide a further response.

Where applicable, we will also provide information about any relevant alternative dispute resolution options.

Your Consumer Rights

Nothing in this complaints procedure affects your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015.

For further information about returns and refunds, please refer to our Returns & Refunds Policy.