Customer Support Policy

Effective Date: 13/01/2025

At Bradz, we are committed to providing exceptional customer support to ensure a smooth and satisfying shopping experience. This Customer Support Policy outlines the standards and procedures we follow to assist you with any issues, inquiries, or concerns.

1. Scope of Support

We offer support for the following: 1.1 Order Assistance:

• Placing orders, tracking shipments, and resolving delivery issues.

1.2 Product Information:

• Providing details about products, including specifications, availability, and usage.

1.3 Returns and Refunds:

• Assisting with return requests, refund processes, and exchanges as per our Returns and Refunds Policy.

1.4 Account Management:

• Support for account creation, login issues, and updating account information.

1.5 Technical Issues:

• Troubleshooting website-related issues, including payment processing errors and navigation problems.

2. Contacting Customer Support

You can reach our customer support team through the following channels: 2.1 Email Support:

• Contact us at hello@bradz.co.uk . We strive to respond within 24-48 hours.

2.2 Phone Support:

• Call us at [Support Phone Number]. Phone support is available from Operating Hours, e.g., 9:00 AM to 6:00 PM, Monday to Friday.

2.3 Live Chat:

• Access our live chat feature on our website for instant assistance during operating hours.

2.4 Help Center:

• Visit our Help Center Link for self-service options, FAQs, and troubleshooting guides.

3. Response Times

We aim to provide prompt responses to all inquiries: 3.1 Email Inquiries: 24-48 business hours. 3.2 Phone and Live Chat Support: Immediate response during operating hours. 3.3 Escalated Issues: Resolved within 5-7 business days, depending on complexity.

4. Support Limitations

4.1 Third-Party Services:

• We are not responsible for issues caused by third-party services, such as payment processors or shipping carriers. However, we will assist in coordinating with them to resolve issues.

4.2 Unauthorized Purchases:

• We cannot provide support for purchases made outside our official website or authorized channels.

4.3 Abusive Behavior:

• We reserve the right to refuse service to customers who exhibit abusive, threatening, or inappropriate behavior toward our staff.

5. Returns and Refund Support

For return and refund requests: 5.1 Review our [Returns and Refunds Policy] before contacting support. 5.2 Provide order details, including order number and proof of purchase, when requesting a return or refund. 5.3 Return requests are subject to the conditions outlined in our Returns and Refunds Policy.

6. Privacy and Security

6.1 Any information shared with our support team will be handled in accordance with our [Privacy Policy]. 6.2 Do not share sensitive information, such as credit card details, via email or live chat.

7. Feedback and Complaints

We value your feedback to improve our services. If you have suggestions or complaints: 7.1 Email us at hello@bradz.co.uk. 7.2 Complete the feedback form on our website Feedback Form Link. 

8. Changes to This Policy

We reserve the right to modify this Customer Support Policy at any time. Updates will be posted on our website with the "Effective Date" noted above.

9. Contact Us

If you have any questions or need further assistance, please reach out to our support team:

Bradz

Address: Crystal House Suite 6b, New Bedford Road, Luton, England, LU11HS

Email: hello@bradz.co.uk
Phone: 02080045364

We are here to help and ensure you have a great shopping experience!