At Pedal and Play, we are dedicated to providing exceptional customer service and ensuring your complete satisfaction with every purchase. This Customer Support Policy outlines the services and assistance we offer to help resolve any issues or concerns you may have regarding your orders or products. Whether you need help with product inquiries, returns, exchanges, or any other assistance, our support team is here to assist you.
1. Scope of Customer Support
Our customer support team is available to assist with:
- Product inquiries and recommendations
- Order tracking and delivery status
- Returns and exchanges
- Refund requests
- Issues with damaged or defective products
- Questions about product availability or stock status
- Assistance with online account management (e.g., updating personal details, resetting passwords)
2. Support Channels
To ensure you can easily reach us, we offer several support channels:
- Email Support:
For detailed inquiries, issues, or support requests, please email our customer support team at tbmenterprise1715@gmail.com. We aim to respond to all emails within 1-2 business days. - Phone Support:
You can reach our customer support team directly by calling 9387366430. Our phone lines are open from 9:00 AM to 6:00 PM (Monday to Saturday). We will make every effort to address your concerns promptly. - Mailing Address:
If you prefer to send a letter or return items by mail, please use our address at:
A.K. Dev Road, Fatashil Ambari, Guwahati, 781025
3. Support Response Time
- Email Inquiries: We aim to respond to all email inquiries within 1-2 business days. In cases of high inquiry volume, response times may be slightly longer, but we will do our best to keep you informed.
- Phone Support: Calls will be answered during business hours (Monday to Saturday, 9:00 AM – 6:00 PM). If you reach us outside of business hours, please leave a voicemail, and we will get back to you as soon as possible.
- Returns and Exchanges: For return requests, we aim to process your return or exchange within 7 business days after the request is received. If there are delays, our team will notify you with an updated timeframe.
4. Return and Exchange Assistance
If you need help with a return or exchange, our support team will guide you through the entire process:
- Return Requests: Initiate a return within 7 days of receiving your order by contacting customer service. Please provide your order number, product details, and reason for the return.
- Exchanges: If you wish to exchange a product, our team will assist with product availability and help arrange the exchange process.
5. Damaged or Defective Products
If you receive a damaged or defective item:
- Report Issues Promptly: Notify our customer support team within 48 hours of receiving the product. This allows us to quickly resolve the issue, either by arranging a replacement or issuing a refund.
- Product Inspection: We may ask for photos of the damaged or defective item to assist with the claims process and expedite resolution.
6. Refunds
For refund requests:
- Refund Processing: Once we receive and inspect your return, we will process the refund to the original payment method within 7-10 business days.
- Refund Notifications: We will notify you once your refund has been processed, and you will receive an email confirmation. If there are any issues with the refund, our team will work with you to resolve them as quickly as possible.
7. Support Hours
- Business Days: Monday to Saturday
- Business Hours: 9:00 AM – 6:00 PM
- Closed on Sundays and Public Holidays
8. Customer Feedback
We value your feedback and are always looking to improve our services. If you have suggestions or comments regarding your experience with Pedal and Play, please feel free to share them with us via email or phone. We strive to continuously improve the quality of our customer service.
9. Policy Changes
Pedal and Play reserves the right to modify or update this Customer Support Policy at any time without prior notice. Any changes will be reflected on our website and communicated to you if necessary.
By purchasing from Pedal and Play, you agree to this Customer Support Policy. If you have any questions or need assistance, do not hesitate to reach out to us—we are here to help!