Complaints Procedure
Maaha Hair Care
Last updated: 20/10/2026
At Maaha Hair Care, we want to know if something has gone wrong so we can put it right.
How to complain
Email us at info@maahahaircare.co.uk with your order number and a description of the problem. Photos are helpful if your complaint is about a damaged, faulty or incorrect item.
You can also write to us at: Maaha Hair Care, Unit 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE.
What happens next
• We will acknowledge your complaint within 2 working days.
• We will investigate and send you a full response within 10 working days. If we need longer, we will tell you why and when to expect an update.
• If your complaint is about a faulty or misdescribed item, we will resolve it in line with your rights under the Consumer Rights Act 2015.
If we can’t resolve it between us
If we are unable to reach an agreement, you can refer your complaint to Retail ADR, a certified Alternative Dispute Resolution provider for consumer goods complaints, approved by the Chartered Trading Standards Institute. Their service is free for consumers. We are not currently a member of a mandatory ADR scheme, so we are not obliged to take part, but we will consider engaging with them on a case by case basis. You can find them at retailadr.org.uk.
Complaints about your personal information
If your complaint is about how we have used your personal information, email us at info@maahahaircare.co.uk or write to us at the address above. We will acknowledge your complaint within 30 days, and usually much sooner, then investigate and tell you the outcome without undue delay. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
Free independent advice
You can also get free, impartial advice from the Citizens Advice consumer helpline on 0808 223 1133.