MIDU CUSTOMER CARE
Complaints Policy
This Complaints Policy explains how customers can raise a complaint with MIDU Commerce LLC, what information should be provided, how complaints are reviewed and what further steps may be available if a matter cannot be resolved immediately.
Purpose of this policy
MIDU Commerce LLC aims to provide a clear, fair and responsive customer-support process. This Complaints Policy explains how you can contact us if you are dissatisfied with an order, product, delivery, payment, cancellation, return, refund, website experience, customer-service response or another issue connected with midu.uk.
This policy should be read together with our Terms of Service, Shipping Policy, Return & Refund Policy, and Privacy Policy.
How to make a complaint
To make a complaint, email us at support@midu.uk. Provide enough accurate information for MIDU Commerce LLC to identify the relevant order, understand the issue and review it properly.
Order number
Include your order number where the complaint relates to an order, product, delivery, return, cancellation or refund.
Checkout email
Contact us using the same email address entered at checkout whenever possible so that we can locate the order more efficiently.
Clear explanation
Explain what happened, when it occurred, who you previously contacted and the outcome you are requesting.
Photos or files
For product, parcel, delivery, payment or website issues, include relevant photographs, video, screenshots, tracking details or payment references.
What you can complain about
You may contact us if you are dissatisfied with product condition, order handling, delivery, payment processing, cancellation, return or refund procedures, website information, customer support or the way a previous request was handled.
Contact us promptly after discovering an issue so that we can review the relevant order records, payment information, tracking details, product condition, packaging and customer-support history while the information remains available.
Common complaint types
Damaged or incorrect product, missing or delayed delivery, delayed refund, duplicate or failed payment, cancellation request, return disagreement, support delay or unclear product information.
Complaint review process
After receiving your complaint, MIDU Commerce LLC will review the information supplied and may check the relevant order, payment status, transaction reference, delivery record, product details, support history, return request and other information reasonably required to assess the matter.
We receive your complaint through support@midu.uk and identify the relevant order, transaction or customer-service issue.
We review the information and may ask you to provide additional details, photographs, screenshots or documents where needed.
We assess the matter against the order information, product description, published policies, available evidence and applicable consumer rights.
We respond with an explanation, available next steps or a proposed resolution where appropriate.
Response times
We aim to acknowledge, review and respond to complaints as soon as reasonably possible. Response times may vary according to the complexity of the matter, the information supplied and whether we need assistance from a courier, supplier, bank or payment provider.
If additional time is required, we may send an update confirming that the complaint remains under review. Please retain the original order information and continue replying within the same support email thread where possible.
Possible resolutions
The appropriate response will depend on the nature of the complaint, product condition, order status, delivery status, payment status, available evidence, stock availability and any mandatory legal rights that apply.
Depending on the circumstances, a resolution may include an explanation, correction of order information, troubleshooting, replacement review, authorised return instructions, partial or full refund review, courier investigation, payment assistance or another appropriate action. Nothing in this policy limits your statutory rights.
Damaged, faulty or incorrect products
If your complaint concerns a damaged, apparently faulty, incorrect, incomplete or materially misdescribed product, contact us promptly with your order number and clear photographs of the complete product, packaging, shipping label and specific issue.
Keep the product, accessories, labels and original packaging until MIDU Commerce LLC confirms the next steps. Courier investigations and product reviews may require photographs, video or other evidence of the product and packaging condition.
Delivery complaints
If your complaint concerns delivery, include your order number, tracking number where available, delivery address and a clear description of the problem.
Tracking updates may be delayed during international transit, customs processing, weekends, holidays or peak periods. We may need to confirm the shipment status with the courier.
If a parcel appears missing, we may request a courier investigation, proof of delivery, location information or confirmation from the recipient.
Retain all packaging and provide clear photographs of the outer parcel, shipping label, internal packaging and product condition.
Incorrect, incomplete or outdated delivery information may result in delay, redirection, failed delivery or additional charges.
Payment and refund complaints
If your complaint concerns a failed or pending payment, duplicate charge, payment authorisation, refund timing or refund method, include your order number, checkout email address, transaction date, amount and any available payment reference or supporting screenshot.
Payment and refund processing times may depend on Stripe, PayPal, another payment provider, your bank, card issuer or digital-wallet provider. For more details, read our Secure Payment page.
A temporary payment authorisation may appear separately from a completed transaction. Where a refund has been initiated, the payment provider may require additional time before the funds become visible in your account.
Returns and cancellation complaints
If your complaint concerns an order cancellation, return, exchange or refund request, we will review it according to our Return & Refund Policy and Order Cancellation Policy.
Depending on your location and applicable law, you may have mandatory cancellation, return or refund rights. Product exclusions, return deadlines and condition requirements may apply. This Complaints Policy does not reduce or replace any mandatory consumer right.
Do not return products to the principal business address of MIDU Commerce LLC or any other address until you receive return approval and the correct return instructions.
If you are not satisfied with our response
If you are not satisfied with our response, reply within the same support email thread and explain why the proposed response has not resolved the complaint. Include any additional evidence, clarification or requested outcome.
MIDU Commerce LLC may review the matter again, request further information or explain its final position. You may also seek independent consumer advice or use another remedy available under applicable law.
We encourage customers to contact us directly so that we have an opportunity to review and resolve genuine issues, but nothing in this policy prevents you from contacting your payment provider, consumer authority or another appropriate organisation where you are legally entitled to do so.
Complaints about privacy or personal data
If your complaint concerns personal information, privacy, marketing communications, cookies or a data-rights request, contact us at support@midu.uk and clearly identify the message as a privacy-related complaint.
MIDU Commerce LLC handles personal information according to our Privacy Policy and cookie preferences according to our Cookie Policy.
Abusive, fraudulent or unreasonable communications
We aim to handle genuine complaints fairly and respectfully. MIDU Commerce LLC may limit or stop engagement with communications that are threatening, abusive, discriminatory, knowingly fraudulent, repeatedly duplicative, unrelated to a genuine customer matter or intended to harass staff or misuse the complaints process.
This does not prevent customers from submitting legitimate complaints, providing critical feedback or exercising any statutory or contractual right.
Updates to this policy
MIDU Commerce LLC may update this Complaints Policy to reflect changes in our products, customer-support procedures, website operations, service providers, business practices or applicable legal requirements. The latest version will be published on this page.
Submit a complaint
Email MIDU Commerce LLC with your order number, checkout email address, a clear explanation of the issue and relevant photographs, screenshots, tracking details or payment information.
