Customer Support Policy

* Customer Support Channels: Machine Yantra provides customer support via phone, email, and chat. The support portal is also available to customers 24/7.

* Hours of Operation: Our customer support team is available during regular business hours, from Monday to Friday, 9 am to 6 pm. We also have extended hours during peak shopping periods, which will be clearly communicated to our customers.

* Response Times: Our goal is to respond to customer inquiries within 24 hours. We will strive to resolve all issues as quickly as possible, and keep customers informed of the expected resolution timeframe.

* Escalation Procedures: If an issue cannot be resolved quickly, customers can escalate the issue to a higher level of support. We will provide a clear path of escalation, and keep customers informed of the process.

* Customer Data Protection: Machine Yantra is committed to protecting customer data in accordance with data protection laws and regulations. Our privacy policy is clearly stated on the website, and we do not share customer data with third parties without their consent.

* Returns and Refunds: Customers can return or exchange items purchased on our website within 30 days of receipt. Items must be in their original condition and packaging, and customers are responsible for any associated costs. Refunds will be processed within 7 business days of receipt of the returned item.

* Feedback Mechanisms: We provide customers with a mechanism to provide feedback on their experience with customer support. This feedback is utilized to improve support services and ensure customer satisfaction.

* Training and Development: Our support staff is properly trained and equipped to handle customer inquiries and issues. We provide ongoing development opportunities to ensure that our support staff remain knowledgeable and up-to-date on our products and services.

* Service Level Agreements (SLAs): Our service level agreements for customer support include a response time of 24 hours and a resolution timeframe of 3 business days. We regularly review our SLAs to ensure that they are being met.

By implementing this customer support policy, Machine Yantra aims to provide a high level of support to our customers and build customer loyalty. We are committed to providing prompt and effective support, protecting customer data, and continuously improving our services.