Customer Support Policy

Customer Support Policy

Effective Date: 01-Nov-2024

Welcome to Edopt Ecom Solutions 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 the marketplace edopmart.com (“Site”).

By using our Site, 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: [email protected]
  • Phone: +91 9319829367
  • 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:

  1. 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.
  2. Step 2: Acknowledgment
    We will acknowledge your complaint within 24 hours and provide a case reference number for tracking.
  3. Step 3: Investigation
    Our team will investigate the issue thoroughly. For order-related problems, we may contact the seller or logistics provider if necessary.
  4. 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:

  • Email: [email protected]
  • Phone: +91 9319829367
  • Address:
    Flat no 05, Flat no 109, Block-G, Pankaj Tower, Comm Centre, Vikaspuri, West Delhi, New Delhi – 110018

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