Support Policy

Last updated: 20-07-2024

At shop. 7orbitals, we are committed to providing excellent customer support to ensure a smooth shopping experience. This Support Policy outlines how we handle customer inquiries, technical support, and service requests.

1. Customer Support

Availability:

Our customer support team is available all days of the week, from 09.00 AM to 11.00 PM (GMT+5:30).
You can reach us through the following channels:
- Email: info@7orbitals.com
- Phone:
- Live Chat: Available on our website during support hours

Response Time:

We aim to respond to all inquiries within [24/48] hours during business days.
Inquiries received outside of business hours will be addressed on the next business day.

2. Technical Support

Product Assistance:

For assistance with our products, please contact our technical support team through the channels listed above.
When contacting technical support, please provide your order number, product details, and a description of the issue.

Troubleshooting:

Our team will guide you through basic troubleshooting steps to resolve common issues.
If further assistance is required, we may request additional information or schedule a support session.

3. Warranty and Repairs

Warranty Coverage:

Our products come with a [duration] warranty, starting from the date of purchase.
The warranty covers manufacturing defects and issues arising from normal use.

Requesting Warranty Service:

To request warranty service, please contact our support team with your order number and a description of the issue.
We may request photos or videos to assess the problem.

Repair Process:

If a product requires repair, we will provide instructions for sending it to our repair centre.
We will cover the shipping costs for warranty repairs. Non-warranty repairs may incur charges.

4. Returns and Exchanges

Return Policy:

Please refer to our Return and Refund Policy page for detailed information on returns and exchanges.

Process:

To initiate a return or exchange, contact our support team with your order number and reason for the return.
Our team will provide you with a Return Merchandise Authorization (RMA) number and return instructions.

5. Account Support

Account Management:

For assistance with account-related issues, such as password resets or account updates, please contact our support team.
Ensure you have your account information handy when reaching out to expedite the process.

6. Feedback and Complaints

Feedback:

We value your feedback and strive to improve our products and services. Please send your feedback to [feedback email address].

Complaints:

If you have a complaint about our products or services, please contact our support team. We take all complaints seriously and will work to resolve the issue promptly.