CUSTOMER SUPPORT POLICY

Effective Date: [DATE]

At [BUSINESS NAME], we are committed to providing responsive and helpful customer service before, during, and after your purchase.

1. How to Contact Us

Customers can contact our support team through:

Phone: [PHONE NUMBER]
WhatsApp: [WHATSAPP NUMBER]
Email: [SUPPORT EMAIL]
Website: [WEBSITE]

Our official customer-support channels are the channels published on our website or official communication platforms.

2. Support Hours

Our customer support hours are:

Monday – Saturday: [TIME] – [TIME]
Sunday/Public Holidays: [TIME/CLOSED]

Orders may still be placed outside support hours where the website is available.

Messages received outside support hours will generally be handled during the next available support period.

3. Order Enquiries

Customers may contact us regarding:

• Order status.

• Delivery status.

• Product availability.

• Payment issues.

• Missing products.

• Wrong products.

• Damaged products.

• Returns and refunds.

• Account issues.

• General product enquiries.

Please provide your order number when contacting us about an existing order so that we can assist you more efficiently.

4. Response Times

We aim to respond to customer enquiries as quickly as reasonably possible.

As a general guide:

• WhatsApp/phone enquiries: during support hours where agents are available.

• Email enquiries: within [X] business hours.

• Complaints requiring investigation: within [X] business days.

Some matters may take longer where we need information from payment providers, delivery partners, suppliers, or other third parties.

5. Delivery Support

Where an order has been handed over to a third-party delivery provider, we may need to obtain delivery information from that provider before providing a final resolution.

Customers are encouraged to ensure that their:

• Delivery address;

• Phone number;

• Recipient name; and

• Other delivery information

are accurate before completing an order.

6. Complaints

We take customer complaints seriously.

When submitting a complaint, please provide:

• Order number.

• Customer name.

• Contact information.

• Description of the issue.

• Relevant photographs or evidence where applicable.

We will review the complaint and communicate the available resolution.

7. Customer Conduct

We expect customers and our staff to communicate respectfully.

Abusive, threatening, discriminatory, harassing, or offensive conduct toward our employees, delivery personnel, or support representatives will not be tolerated.

Where appropriate, we may restrict communication through certain channels while continuing to provide reasonable access to essential support.

8. Emergency or Time-Sensitive Issues

For urgent order-related matters, customers should contact us through our designated telephone or WhatsApp support channel rather than relying solely on email.

9. Service Limitations

Our response times may occasionally be affected by circumstances beyond our reasonable control, including:

• Network outages.

• Payment-provider downtime.

• Delivery disruptions.

• Severe weather.

• Public emergencies.

• Power or infrastructure failures.

• High order volumes.

• Third-party service interruptions.

We will make reasonable efforts to keep customers informed where such circumstances materially affect their orders.

10. Contact

[BUSINESS NAME]
Phone: [PHONE NUMBER]
WhatsApp: [WHATSAPP NUMBER]
Email: [SUPPORT EMAIL]
Address: [BUSINESS ADDRESS]