Customer Support Policy

Customer Support Policy

Effective Date: 01-jan-2025

Welcome to PLUMON ENTERPRISES PRIVATE LIMITED (“we,” “us,” “our”). Our Customer Support Policy outlines the principles, practices, and procedures we follow to ensure a seamless and satisfactory experience for our customers on our marketplace.

By using our services, you agree to the terms and conditions outlined in this policy.

1. Customer Support Availability
   We are committed to assisting our customers with their queries, concerns, and issues. Our customer support team is available through the following channels:

• Email: info@plumon.in
• Phone: +91 8878852183
• Business Hours:
  Monday to Friday: 9:00 AM – 6:00 PM (IST)
  Saturday: 10:00 AM – 2:00 PM (IST)
  Sunday & Public Holidays: Closed

2. Scope of Support
   We provide support for the following areas:

• Product Information: Assistance with understanding product features, specifications, and compatibility.
• Order Assistance: Help with placing orders, tracking shipments, and resolving order-related issues.
• Payment Issues: Support for payment-related concerns, including failed transactions and refunds.
• Returns and Refunds: Guidance on initiating returns, exchanges, and refunds.
• Technical Support: Assistance with using our website or mobile platform.

3. Response Times
   We strive to respond to customer queries promptly. Our standard response times are as follows:

• Email: 24-48 business hours.
• Phone: Immediate during business hours.
  Complex issues may require additional time for investigation, in which case we will keep you informed.

4. Complaint Resolution Process
   If you encounter any issues, we follow a structured resolution process:

• Step 1: Contact Us
  Reach out to us through any of the available channels with your query or complaint. Provide relevant details such as order ID, product name, and a brief description of the issue.

• Step 2: Acknowledgment
  We will acknowledge your complaint within 24 hours and provide a case reference number for tracking.

• Step 3: Investigation
  Our team will investigate the issue thoroughly. For order-related problems, we may contact the seller or logistics provider if necessary.

• Step 4: Resolution
  Once the investigation is complete, we will provide a resolution. This may include refunds, replacements, or other appropriate actions.

5. Returns, Refunds, and Cancellations
   For details on initiating returns, refunds, or order cancellations, please refer to our Return & Refund Policy and Cancellation Policy available on our website.

6. Customer Responsibilities
   To assist us in serving you better:

• Provide accurate and complete details regarding your query or issue.
• Retain proof of purchase, such as order confirmation emails or invoices.
• Respond promptly to our requests for additional information or documentation.

7. Policy Updates
   We may update this policy from time to time to reflect changes in our operations or customer service practices. Any changes will be communicated on this page, and the Effective Date will be updated accordingly.

8. Contact Us
   For any questions, concerns, or support, please reach out to us using the following contact details:

• Company Name: PLUMON ENTERPRISES PRIVATE LIMITED
  Email: info@plumon.in
  Phone: +918878852183,
  Address: Unit-2314, Tower-B, Alphathum, Sector-90, Noida, UP – 201301