Support Policy Page

At BVR Crafts, we are committed to providing excellent customer service and support to ensure a seamless shopping experience. This Support Policy outlines how we assist our customers before, during, and after their purchase.

1. Customer Support Availability

Our customer support team is available to assist you during the following hours:

- Monday to Saturday: 9:00 AM – 6:00 PM (IST)

- Sunday and Public Holidays: Closed

You can reach us through the following channels:

- Email: [email address]

- Phone: [phone number]

- WhatsApp Support: [ WhatsApp number]

2. Types of Support Provided

We offer support for the following queries:

- Product Information: Assistance with product features, materials, and dimensions.

- Order Status: Updates on processing, shipping, and delivery of orders.

- Shipping and Delivery Issues: Support in case of delays, incorrect delivery, or lost packages.

- Payment Issues:  Assistance with payment failures, refunds, and invoice requests.

- Return & Exchange (for damaged products): Handling requests for replacement in case of damaged items upon delivery (see our Return Policy for more details).

3. Response Times

We aim to respond to all inquiries as quickly as possible:

- Email/WhatsApp Queries: We typically respond within 24-48 business hours.

If the issue requires further investigation, we will keep you informed about the timeline for resolution.

4. Technical Support

For any technical issues related to our website, such as account access problems, payment gateway issues, or difficulty browsing the site, please contact us via email or live chat, and our team will provide assistance as soon as possible.

5. Escalation Process

If you feel that your issue has not been adequately resolved, you may escalate it to our customer service manager by emailing [manager email]. We will review your case and provide a final resolution within 3-5 business days.

6. Limitations of Support

While we strive to assist with all queries, there are some areas where we may not be able to provide direct support:

- Third-party tools or websites linked to from our website (e.g., courier tracking services).

- Issues caused by external factors beyond our control, such as payment gateway downtime or courier service delays.

7. Feedback and Complaints

We value your feedback and use it to improve our services. If you have any complaints, please reach out to us at [complaint email], and we will address your concerns promptly.

---