Support Policy & Customer Service - KVijMart.com

Effective Date: February 12, 2026

At KVijMart, exceptional customer support is our commitment. This document outlines how we provide support and resolve customer issues.

1. Support Channels

We offer 24/7 support through multiple channels:

1.1 Email Support

Email: kvijmartonline@gmail.com

Response Time: Within 24-48 hours

Best for: Detailed queries, documentation

1.2 Phone Support

Phone: +918572867069

Hours: Monday-Friday, 9 AM - 6 PM IST

Best for: Urgent issues, complex problems

1.3 Live Chat

Available on website during business hours

Response Time: Within 2-5 minutes

Best for: Quick inquiries

1.4 Help Center

Access detailed FAQs and guides on our website

Best for: Self-service support

2. Support Hours

2.1 Business Hours

Monday - Friday: 9:00 AM - 6:00 PM IST

Saturday: 10:00 AM - 4:00 PM IST

Sunday: Closed (emergency inquiries only)

2.2 24/7 Automated Support

Automated responses and FAQs available anytime

3. Response Time Standards

3.1 Email: 24-48 hours

3.2 Phone: During business hours

3.3 Live Chat: 2-5 minutes (during business hours)

3.4 Complex Issues: Up to 72 hours

3.5 Urgent Issues: Priority handling

4. Issue Categories

4.1 Order & Shipping

- Order status inquiries

- Shipping delays

- Delivery issues

- Address changes

4.2 Product Issues

- Damaged/defective items

- Wrong item received

- Quality concerns

- Product specifications

4.3 Account & Payment

- Login issues

- Password reset

- Payment problems

- Account deletion

4.4 Returns & Refunds

- Return requests

- Refund status

- Exchange inquiries

5. Complaint Resolution Process

5.1 File Complaint

- Contact support via any channel

- Provide order number and details

- Include supporting documentation (photos, screenshots)

5.2 Investigation

- Our team investigates within 48 hours

- Contact seller/logistics partner if needed

- Gather all relevant information

5.3 Resolution

- Offer appropriate solution (refund, replacement, discount)

- Implement resolution

- Follow up with customer

5.4 Escalation

- Unresolved issues escalated to management

- Additional investigation if needed

- Final decision within 7-10 days

6. Customer Responsibilities

To provide better support, customers should:

- Provide accurate information

- Include order numbers and dates

- Respond to support inquiries within 48 hours

- Cooperate during investigation

- Follow instructions for returns/resolution

7. Support for Sellers

7.1 Seller Support Channel

Email: seller-support@kvijmart.com

Response Time: Within 12 business hours

7.2 Seller Issues

- Product listing help

- Order management

- Commission inquiries

- Account issues

- Performance metrics

8. Dispute Resolution

8.1 Mediation

KVijMart acts as mediator between buyers and sellers

8.2 Neutral Assessment

- Review all evidence

- Follow fair practices

- Prioritize customer satisfaction

8.3 Final Decision

- Based on facts and policies

- Communicated within 7 days

- Binding for both parties

9. Feedback & Improvement

9.1 We welcome feedback to improve our service

9.2 Customer surveys regularly conducted

9.3 Suggestions considered for improvements

9.4 Satisfaction scores tracked and monitored

10. Service Limitations

10.1 Refusal to Support

- Fraudulent claims

- Violations of policies

- Abusive behavior

- Invalid complaints

10.2 Support Suspension

- Repeated frivolous complaints

- Abusive language/threats

- Fake disputes

- Account suspension may apply

11. Data Privacy in Support

11.1 All personal information shared is confidential

11.2 Information used only for issue resolution

11.3 Compliance with privacy policies maintained

12. Special Cases

12.1 Emergency Support

For critical issues, contact us via phone

12.2 VIP Customers

Priority support for high-value customers

13. Contact Information

KVijMart Support

Email: kvijmartonline@gmail.com

Phone: +918572867069

Address: 156, Mohammadpur Rohi, Fatehabad, Haryana 125048

14. Service Level Agreement

14.1 We commit to:

- Professional, courteous support

- Timely responses

- Fair dispute resolution

- Continuous improvement

- Customer satisfaction focus

Last Updated: February 12, 2026