Customer Support Policy

Customer Support Policy

At VastraMoksha, we are committed to providing the best possible service to our valued customers. To ensure efficient and timely resolution of any concerns, we have outlined the following guidelines for handling complaints, exchanges, and refund requests.:

1. How to Submit a Complaint, Exchange, or Refund Request

Email-Only Complaint Handling

  • For effective resolution of your complaints, we process all complaints , exchange & refund request via email only. (Submissions through other channels like whatsapp or phone call may not be processed.)

  • All complaints , exchange & refund request must be submitted via email to vastramoksha.info@gmail.com. 

  • This email-only process ensures proper documentation of your concerns, allowing our team to investigate and resolve issues more efficiently to serve you better.

  • We aim to respond to all complaints within 24-48 hours (excluding weekends and public holidays).

WhatsApp and Call Limitations

  • For general inquiries, you may reach us on WhatsApp or our customer support number 91-7851086544. (Please Note- This channel is for general queries only. Complaint, Exchange & Refund requests will not be processed via whatsapp or phone call.) 

  • If you contact us on WhatsApp or via phone regarding a complaint, you will be politely redirected to submit your issue via email

2. Guidelines for Filing a Complaint, Exchange, or Refund Request

To help us resolve your concerns quickly, please include the following information in your email:

  • Order Number or Invoice Number

  • Details of the Issue (e.g., damaged product, wrong item received, etc.)

  • Photos or Videos (if applicable, for damage or wrong product complaints)

 

3. Response Timeframe

  • Complaints, Exchange & Refund Requests via email: Within 24-48 hours (excluding weekends and public holidays).
  • General queries on WhatsApp: Within 2-6 hours (during business hours).

4. Why Email for Complaints?

Using email ensures:

  • Proper documentation of your complaint.
  • Timely resolution based on the severity of the issue.
  • A professional approach that avoids any miscommunication.

(Please Note: Repeated calls or messages to the given support numbers will not expedite resolutions. We encourage submitting all complaints, exchange & refund requests via email.)

5. Unacceptable Behavior Policy

Our team works hard to resolve all complaints, exchanges, and refund requests amicably. However, We understand that resolving issues can sometimes be frustrating, and we are here to help. We kindly request all communication to remain respectful. Harassment, abusive language, or threats (including legal threats) will not be tolerated and may result in the following actions:

  • Suspension of communication for that case.

  • Documentation of the incident for future reference.

  • Refusal to process future orders in extreme cases.

  • Discontinuation of support.

6. Accessibility Support

We strive to make our support system accessible to all customers. If you face challenges submitting complaints, exchanges, or refund requests via email (e.g., senior citizens or those with limited digital access), please reach out via WhatsApp for assistance in submitting your complaint.

7. Policy Updates

This Customer Support Policy is subject to periodic updates. We recommend reviewing it periodically to stay informed about our practices.

8. Legal Notice

We comply with consumer rights laws and however, in rare cases of unresolved issues, we encourage customers to escalate to appropriate authorities. Misuse of this policy to harass or threaten our team will not be entertained.

We thank you for your cooperation and understanding. Your satisfaction is our priority, and we look forward to assisting you through our streamlined support system.

Thank you for choosing VastraMoksha